SHIPPING POLICY

At ROC Smart Home, we strive to get your new smart home gear to you quickly and securely. This policy outlines all the important details about how we process and ship your orders.

1. Order Processing Time

· What it is: This is the time it takes for us to prepare your order for shipment (picking, packing, and quality control).

· Processing Duration: All orders are processed within 1-2 business days (Monday through Friday, excluding holidays).

· Verification: Orders placed after 12 PM PST or on weekends/holidays will be processed on the next business day. We may contact you to verify order details, which can occasionally delay processing.

2. Shipping Destinations & Carriers

· Domestic Shipping: We currently ship within Vietnam and internationally

· Shipping Carriers: We partner with reliable carriers like ViettelPost, FedEx, UPS, and the USPS to deliver your orders.

3. Shipping Options & Estimated Delivery Times

Once your order ships, you will receive a tracking number via email. The following are estimates and are not guaranteed, as transit times can be affected by carrier delays, weather, and destination.

Shipping Method Estimated Delivery Time (After Processing) Best For

Standard Shipping 5-7 Business Days Smaller items (smart plugs, sensors, bulbs)

Expedited Shipping 2-3 Business Days Hubs, speakers, security cameras

Express Shipping 1-2 Business Days Urgent needs, high-value orders

Free Standard Shipping 5-7 Business Days Orders over [e.g., $50]

Note: Delivery times do not include order processing time.

4. Shipping Costs

Shipping costs are calculated at checkout based on the weight, dimensions, and destination of your items.

· Free Shipping: We offer FREE Standard Shipping on all orders over [e.g., $50].

· Exact Calculations: For orders below the free shipping threshold, real-time carrier rates will be displayed.

5. Tracking Your Order

As soon as your order is packed and leaves our warehouse, you will receive a shipping confirmation email containing your tracking number and a link to track your package. You can also track your order by logging into your account on our website.

6. Delivery Issues & Responsibilities

· Successful Delivery: Please ensure someone is available to receive the package, especially for larger or high-value items. The package is considered successfully delivered once the carrier marks it as "Delivered" at the provided shipping address.

· Carrier Delays: We are not responsible for delays caused by the shipping carrier once the package is in their possession. Please use your tracking number to monitor progress and contact the carrier directly with any transit-related questions.

· Incorrect Address: It is the customer's responsibility to enter the correct shipping address at checkout. If a package is returned to us due to an incorrect/insufficient address provided by the customer, we will contact you to arrange re-shipping. The customer will be responsible for the associated re-shipping fees. Please double-check your address before completing your purchase!

7. Special Considerations for Large Appliances

For larger smart appliances (e.g., smart refrigerators, ovens, washers/dryers):

· White-Glove Delivery: These items may require special "Threshold" or "White-Glove" delivery, which means the carrier will bring the item to your doorstep or first room of entry. This service does not typically include installation, hookup, or removal of old appliances. Please check the product page for specific details.

· Scheduling: For these large items, the carrier will typically contact you directly to schedule a delivery window. Please ensure the contact phone number on your order is correct and that you are responsive to schedule your delivery.

8. International Shipping

· Availability: We currently do not ship internationally / We ship to the following countries: [List Countries].

· Customs & Duties: For international orders, any customs, import duties, or taxes are the responsibility of the customer. These fees are not included in the item price or shipping cost and are determined by your local customs authority.

9. Holiday Shipping Deadlines

To ensure your order arrives before major holidays, please place your order by the dates listed below. These are estimates and subject to carrier capacity.

· Christmas: Order by December 15th for Standard Shipping.

· Thanksgiving: Order by November 18th for Standard Shipping.

· New Year's: Order by December 22nd for Standard Shipping.

We recommend using expedited or express shipping services as the holiday season approaches.

10. Questions About Your Shipment?

If you have any questions about your order's status that your tracking number cannot answer, our customer service team is happy to help.

Email: rocsmarthomeCS@gmail.com

Phone: (+84)846823388

Hours: 8:00 - 19:00