FAQ

Q: Are Roro Lure products sold at any other retailers?
A: Yes, Roro Lure products are sold at retailers in Hong Kong and other countries.

Q: How often do you restock?
A: We aim to restock every week, but restock dates vary depending on product availability.

Q: How can I find out about restocks?
A: Restock information will always be posted on rorolure.com.

Q: I placed an order. When will my package arrive?
A: Our top priority is the health and safety of our employees and customers, so we have completely redesigned our production and fulfillment center to comply with state recommended social distancing and PPE guidelines. Processing times may be delayed due to issues relating to COVID-19 and government orders that impact our business. Generally, processing times are within 3-5 business days, but may be extended during holidays, launches/re-stocks, limited edition releases, and promotions. We will notify you as soon as your order ships or if we foresee any issues with fulfilling your order. You can cancel any unshipped order at any time for a full refund. We appreciate your patience and understanding as we work through this together.

Q: What method is used for shipping and when is it taken?
A: All packages are shipped via Hong Kong Post Air Mail. For most countries, the shipment takes 7 to 14 business days after we send it out. For some countries, the shipment takes 10 to 16 business days to arrive. Shipping times may vary depending on location, shipment method, and other factors.

Q: How can I get in touch with your customer service team?
A: For customer service inquiries only, please email info@rorolure.com.

Q: I emailed your customer service team. When should I expect a response?
A: We aim to respond to all emails within 48 hours. Please note that this time frame may be extended during and immediately after launches.

Q: Do you offer returns?
A: All sales are final, and we do not accept returns, exchanges, or refunds. Please note that Roro Lure reserves the right to refuse all returns. In the unlikely event that a product arrives not as described, we will only send replacements for damaged/missing products within 30 days of receipt of the package. Customers must provide photos of the issue, including the packing slip.

Q: I am an international customer (outside Hong Kong). Do I have to pay customs and taxes?
A: All packages are shipped via Hong Kong Post Air Mail. Items shipped outside of Hong Kong may be subject to import duties, taxes, and/or charges which are not included in the total cost of your order, nor will they be covered or reimbursed by Roro Lure. We are not responsible for any shipping deliveries that may be affected by customs, natural occurrences, transfers from Hong Kong Post to the local carrier in your country, or air and ground transportation strikes or delays once the package has exited Hong Kong. Please check with your country’s customs office to determine what these additional costs will be prior to placing your order.

Q: I have not received my order confirmation. What should I do?
A: Order confirmations can sometimes take up to 24 hours to receive due to high demand. If you have not received your order confirmation email after 24 hours, please contact us at info@rorolure.com with your inquiry.

Q: Do I need to set up an account to place an order?
A: No, but by setting up an account, you become a Roro Lure VIP member and have access to order and shipping information. You will also be added to our email list for exclusive updates in the future.

Q: Can I change my order once I've placed it?
A: Unfortunately, once an order has been placed it cannot be changed. We recommend double-checking your order before completing the checkout process to ensure everything is correct.

Q: I've forgotten my password. What should I do?
A: No need to worry! To reset your password, simply go to http://rorolure.com/account/login and click on the "Forgot your password?" link above the sign-in button. Enter the email address associated with your account and follow the instructions provided in the email sent to you.

Q: Do you offer discounts and promotions?
A: Yes, we do! We offer discounts and promotions from time to time. To receive updates on our latest deals, sign up for our email alerts.