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FAQ - Frequently Asked Questions

How long will my Package take to arrive?

 *We are not able to guarantee shipping times due to COVID-19*

  • USA: First Class Package:3–4 Days(Varies by state)
  • Priority Shipping:1–3 Days(Varies by state)

Rest of the World

  • 15-30 Business days 

What size are your sunglasses? Are they unisex?

  • Our sunglasses are all designed to be gender-neutral, so you don't need to worry about shopping in the wrong section.

Help! I entered the wrong address! Can I change it?

  • Please emailsupport@roughhandbrand.com with the subject title: ‘Address Change’ and we will try our best to fix it.
  • However, we can't offer a refund if your package has already shipped out and is no longer in our possession.
  • My package has been lost/stolen . What should I do?

    • Please make sure to submit the correct address. We are not responsible for packages that are lost/stolen. Once your package leaves our premises we are not responsible for them as USPS or UPS is a shipping service that you agree to allow us to send for you. Once we send the liability is between you and USPS or UPS; however, we will do our best to help you find your package since each order comes with a tracking number. In the case where the tracking says delivered but you haven't received your package, you can visit your local post office or contact USPS or UPS to file a claim

    Where is my package?

  • All of our products come with a tracking ID that you can enter into ourorder tracking page.
  • What is the return and exchange policy ?

    • **Due to Covid - 19 we are not taking returns. All sales are final.**

      Temporarily suspending product returns – in order to protect our employees and our customers from any additional risk, we will not be accepting returns of any merchandise until further notice. Once a product has left the store, we cannot accept it back and provide a refund.

    I’m missing an item or my items arrived damaged or with a defect!

    • Please email ussupport@roughhandbrand.com as soon as possible with images attached. Please email as soon as possible. We will not accept claims if a week has passed from delivery date. 

    My package was returned due to the incorrect address/ not picking up order with signature confirmation, can you reship it for free? 

    • Unfortunately there is a reship fee of $6 for orders that are returned due to incorrect address or orders that are not picked from the local post office with signature confirmation. Unfortunately we are not refunded the postage cost for the first package shipment and cost us two fees for a reshipment. Due to an excess amount of orders being returned for these two reasons, we will no longer be re shipping packages at no cost. There will be a fee of $6 for reshipment. We ask that you double check shipping addresses before placing an order to avoid any additional costs. We also ask that you please check tracking details for orders of large amounts because they include signature confirmation and may need to be picked up at your local post office. Thank you for your kind cooperation and understanding.

     

    For any additional questions please email ussupport@roughhandbrand.com

    Thank you for all the kind support! 

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