Reship Policy – Rohm Labs

At Rohm Labs, we take care to ensure every order is securely packed and shipped with discretion. In the rare event that your package does not arrive, the following reship policy applies.

1. Lost or Undelivered Packages

If your order has not arrived within the expected delivery window (UK: 1–3 working days | International: 7–14 working days), please contact our support team with your order number.

We will investigate the shipment. If the package is confirmed lost by the courier and tracking shows no successful delivery, we will provide a free reshipment of the same products.

2. Conditions for Free Reshipment

A free reshipment is available when:

  • The package is confirmed lost or undelivered by the shipping carrier
  • You contact us within 30 days of the original shipping date
  • Tracking information shows the package was never delivered
  • The delivery address provided at checkout was correct and complete

3. Packages Marked as Delivered

If tracking confirms the package was delivered but you did not receive it, please:

  • Check with household members or neighbours
  • Look in common delivery areas (porch, side entrance, mailbox, etc.)
  • Contact the local post office or courier service

In these situations, we may request additional information (such as a signed declaration) before considering a reshipment. Free reshipment is not automatically guaranteed when tracking shows successful delivery.

4. Seized or Confiscated Packages

If a package is seized by customs or postal authorities, we will review the case individually. One free reshipment may be offered at our discretion, provided the customer has not previously experienced a seized order.

5. Customer Responsibilities

To qualify for a reshipment, customers must:

  • Provide accurate and complete shipping details when placing the order
  • Respond promptly to any requests for information from our support team
  • Report non-delivery within the stated timeframe

6. Important Notes

  • Only one free reshipment is provided per order
  • Reshipped orders are sent using the same discreet packaging standards
  • Rohm Labs reserves the right to refuse reshipment in cases of repeated issues, incorrect addresses, or suspected abuse of this policy

How to Request a Reshipment

Contact our customer support team with your order number and a short description of the issue. We will respond as quickly as possible and guide you through the next steps.

Rohm Labs is committed to ensuring you receive your order. If you have any questions about this reship policy, please reach out to our support team.