Shipping & Returns
SHIPPING METHODS & DELIVERY TIME
|Shipping Method||Cost||Delivery Time||Courier|
|Standard Shipping||Free||2 to 21 business days||
Orders will be processed and shipped within 2 business days of ordering.
A shipping confirmation is emailed to you as soon as your purchase has been shipped, which will allow you to track the status of your shipment. To track the order, you can click the tracking link in your email. If there is no tracking link you can go to the carrier's website and use the provided tracking number to search the status of your order.
HOW DO I KNOW IF MY PACKAGE HAS SHIPPED AND IS ON ITS WAY?
Once you place an order, you will receive an automatic confirmation email. Once your order has been processed and is ready to leave our distribution center, you will receive another email with shipping information.
Please note that the shipping confirmation email does not necessarily mean that the carrier (ePacket, USPS or DHL) has picked up your package from our distribution center. Please use the appropriate carriers tracking features to determine when your package has been picked up and is in transit.
Our carriers use a method called 'zone skipping', as a Canadian company it is how we send packages of our size outside of our country. While your package is in transit to your local state or province postal facility, the tracking number will not show any movement. Tracking number will show more details once your local post office has scanned and checked in the item.
Please allow 24-48 hours from the time you place your order for it's status to update.
MY TRACKING INFO SHOWS MY PACKAGE WAS DELIVERED, BUT I NEVER RECEIVED IT
We know how important your order is! We provide our customers with the option to track your package. If the tracking information states that your items have been delivered but you have not received it, please check around the possible delivery areas on your property. Check with your neighbourhood in case another home received it by mistake. Speak with family, roommates, etc. in the event they received it on your behalf.
The package may also have been left with property managers or an apartment office, depending on how your local post works it may even be at your local post office.
We will always do our best to assist you, but we does not hold responsibility for packages that are lost or stolen in transit. If you are still unable to locate your package, you must contact the shipping carrier to discuss the issue and file a claim with them.
DO YOU SHIP INTERNATIONALLY?
We are proud to service our customers from all over the world! The default pricing on our site is in USD, the conversion rate depends on your issuing credit card company used on the transaction. The site will default US Dollars on the checkout page.
It usually takes 6-10 business days to arrive in your country however, in some instances, delivery may be delayed depending on your country's customs. We are not responsible for applicable customs fees, import duties, taxes, or any other charges. The customer is responsible for the charges, even if the shipment is refused upon delivery.
TAXES & DUTIES
Import taxes, duties and related customs fees may be charged once the parcel arrives at the destination country. These charges are determined by the customs office of the specific destination.
Payment of these charges and taxes is the full responsibility of the recipient and will not be covered by us here at The Roti Maker. For further details of charges, please contact your local customs office.
DO YOU OFFER RETURNS?
Yes, we offer returns up to 30 days after your purchase date. In order to qualify for a return you must ensure that the product is unused and in the original packaging.
To ensure you are eligible for return please follow these instructions:
Plug in and turn on The Roti Maker to ensure that it heats and cools down appropriately and that all the functions are working correctly. Any products that have technical malfunctions will be replaced.
Do no cook with it right away as this will make the product not eligible to return. We cannot accept returns for Roti Makers that have been used to prepare food.
If your product meets the criteria, you will be issued a pre-paid shipping label and the product will be returned to us in about 1-2 weeks.
Once inspected by our warehouse team we will check the item to ensure it is unused and issue you a refund automatically.
If your product is not in return condition we will ship your item back to you.
If you qualify for a return you will be sent a return label by our customer service team and you can put that on the original package and send it back at your nearest postal service. The cost of the label will be paid by The Roti Maker Team. Please send your tracking number to our team so that we can track the return and process the return.
Note this process can take about 1-2 weeks.
Please note that if a replacement item has been shipped to you by our warehouse team the order is considered final sale, no returns will be accepted and a return will not be issued. The only instance in which a return can be initiated on a replacement item is if the item arrives defective or damaged. If the replacement unit arrives damaged, do not use it, contact us right away with a photo or short video of the damaged unit. If the replacement unit is used we cannot issue a replacement.