1 ✦ Where is the shop based?

USA

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2 ✦ Can Rosuuri sign the prints or book?

Unfortunately, no because Rosuuri isn't handling the packing and shipping of the merch.

Rosuuri can sign the merch for free in conventions!

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3 ✦ Is there a tracking number?

All orders will come with a tracking number.

You will receive an email with tracking information once your order is shipped.

For US orders you can track them on: USPS or UPS

For international orders you can track them on: 17track, FEDEX or UPS
 

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4 ✦ Why is the international shipping expensive?

We don't have any control over the international shipping rates. Both standard and express shipping options have increased since 2021.

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We're always looking for new ways and options to reduce shipping cost.

 

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​5 ✦ How are the items packed?

Keychains and standees: kraft mailer

Books: box

Posters and wall scrolls: tube

Combination of above: large box to combine items with posters still in tubes

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6 ✦ What is the shop's returns and exchange policy?

If your order arrived incomplete or damaged then please contact customer support to receive replacements. Please include photos of the original packaging and items.

If your order is lost, granted you provided the correct address, we will investigate the delivery and GPS tracking information. We may reship your order or provide a refund at our discretion. Please contact customer support as soon as you suspect your package is lost.

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If the order is lost because you did not provide correct address information then you will not receive a refund.

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Other than that there are no returns or exchanges.

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7 ✦Is my order lost?

Tracking shows delivered, but it isn't here: 

Contact customer support as soon as possible if tracking shows an order was delivered by the carrier but your package cannot be found. We will launch an investigation with the carrier. Please check with coresidents and neighbors, and perform a thorough inspection of the delivery premises in case the delivery person hid the package to protect it. Depending on our findings we may refund or replace your order at our discretion.

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Tracking does not show delivered and has not been updated recently: 

An item is considered lost if the tracking status does not report as delivered and remains unchanged for 1 month. If you think your order is lost please contact customer support.

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8 ✦ My order status is returned to sender?

If your package is being returned to the sender, we will ship it again once we receive it and ensure that shipping information is correct. The customer must cover the additional shipping and processing fee.

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If you order is being returned to the sender because you didn't fulfill your responsibility of paying for customs fees or picking the order from your post office, we will wait if your country's post office will return the package. Sometimes they will just throw it away. If that's the case we can't provide a refund.

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9 ✦ I submitted the wrong/incomplete address?

If there are changes in your address please contact customer support right away. Once your order is shipped, we can't update the shipping address and we can't refund the shipping fee.

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10 ✦ Why is my order not shipped yet?

Please allow 5-7 days to process your order once items begin shipping per the "Shipping Schedule" above. If it's not shipped after 7 days please contact customer support. We will respond within 3 business days.