FAQs - Frequently Asked Questions

We offer a 2 year limited warranty for all Rolling Square products. Our warranty covers any manufacturing or workmanship defects but does not cover damages that may have resulted from normal wear and tear, misuse/abuse or modification of the product.
Our lifetime warranty, when offered, covers exactly the same defects as our standard 2 years warranty, but it extends the coverage period.

If you are not completely satisfied with your purchase, you may return the item in its original condition within 30 days of receipt for a refund (not including the original shipping fee).

Only items purchased directly from Rolling Square’s online store or Indiegogo/Kickstarter will be accepted. If you purchased your items from authorized retailers (online or offline), please get in touch with them directly for returns.

Returned items must be in their original packaging, including accessories and manuals where applicable.

The items should be returned to our address in Switzerland, Italy or US, based on the customer location, and the shipping costs are non-refundable.

Non-returnable items include items purchased through retailers, incorrect products purchased, and damaged products through customer mishandling.

Please note that original shipping charges are non-refundable except in cases where we have made a shipping error. All VAT/Import taxes are the responsibility of the receiver and are non-refundable.

If you would like to return an item that you suspect is defective, please contact support@rollingsqua.re. We will issue a replacement or store credit for approved warranty requests. The defective item may need to be returned to us in some cases.

Typically, orders are shipped within 2 hours of placement on our store. However, it may take up to 48 hours to receive a shipping confirmation email containing the tracking number.
If more than 48 hours have passed and you haven't received the confirmation email, there might be an issue with your order, such as missing information or an incomplete address.
In such cases, our customer support team will reach out to you to obtain the necessary details to process your order.
If you don't hear from our customer support, please feel free to contact us here.

Estimated shipping times are provided during checkout and are determined by the shipment's origin and final destination.
For more detailed tracking information on international shipments, you can use your tracking number to search on https://track.aftership.com/ or on the destination country's national post website.
Please note that shipping times may vary in cases involving customs processing. Depending on the destination country, orders may undergo customs clearance and may be held until duties and taxes are paid.
As the importer/consignee, it is your responsibility to cover any duties and taxes. We are unable to refund customs fees or additional charges required for package delivery.
If you haven't received your order or if the package has been returned to us for any reason, please contact support@rollingsqua.re.

Once your package has been shipped, we are unable to modify the delivery address at this time. In the event that the address provided is incorrect, you can attempt to contact the last mile carrier and request a rerouting of the package to the correct address. Alternatively, you may provide them with specific instructions that can aid in a successful delivery.
However, if these attempts are unsuccessful, the delivery will not be completed, and the package will be returned to us. Once we receive the package back, we will make arrangements to ship it to you again. To provide the correct address for reshipment, please get in touch with us at support@rollingsqua.re.

The updating of tracking numbers may vary depending on the destination country. In many cases, the order is en route and will likely be delivered on time or with only a minor delay.
If the shipping time has surpassed our estimated timelines by more than 8 business days, the most effective course of action is for you to directly contact the courier.
Once the package is shipped, we receive the same tracking information as you do. Regrettably, we do not have access to any additional details. In the event that the courier is unable to locate your shipment, please reach out to us at support@rollingsqua.re, and we will initiate a claim with the carrier to locate your package.

Your tracking number should have been sent to you via email from noreply@rollingsquare.com, typically within 48 hours from the time you placed the order.
In case you cannot find the email containing the tracking number, you have the option to enter your email address here to access and check your tracking code.
If you still can't find it, please get in touch with our customer support here.