Below are some common concerns of our clients before placing orders.
If you have other questions, please just send to email@example.com.
- Order & Delivery
- Returns & Issues
If you have an issue or question that requires immediate assistance, please click the button below to chat with a Customer Service representative.
If we aren’t available, drop us an email and we will get back to you within 24 hours!
Order & Delivery
We usually ship items within 24 - 48 hours after confirmed payment. In general, we ship via FedEx or UPS, average transit time is about 2 - 6 business days.
Shipping information( including shipping number and the courier company) will be sent to you by email soon. You can copy and paste your shipping information and check on corresponding courier website.
In rare cases due to unforeseen events, (e.g. extreme weather, unusual spikes, etc.), these shipment processing times may be delayed.
Click the "Track Your Order"
on the bottom of website for the details.
1. Your tracking information will be sent out together with the shipping confirmation email.
2. Copy your tracking number in the email.
3. Go to UPS or fedEx and paste your tracking number to track your package.
If you haven’t received the shipping confirmation email, please Contact Us at firstname.lastname@example.org with your Order ID.
The multiple boxes will be sent to the carrier together, but they may transport separately. If only one box arrives, the others will usually arrive within 5 days. If the packages do not arrive for a long time, please contact our service team.
This usually happens rarely. But if you encounter this kind of problem, you can send us the photos of the damaged package and parts by email, our email address is email@example.com. At the same time, check the damaged or missing parts number and the quantity according to the parts list in the manual, we will contact you within 24 hours.
Yes. You can cancel, or reschedule your order before shipment by emailing us at firstname.lastname@example.org.If you wish to cancel your order, please write to us as soon as possible after placing your order. We aim to dispatch goods within 1 working day and sometimes goods may already have been dispatched before we have the chance to cancel it. We will communicate with our couriers to retrieve the order but occasionally the item may reach you. Should you receive the item, please reject the delivery and return to sender. Once we have received the item and confirmed that there is no problem with the product, a full refund will be processed.
Shipping is only valid for shipping addresses in the United States excluding Alaska, Hawaii, Puerto Rico, and Guam.
We do not deliver to FPO, APO, and PO Box addresses.
Returns & Issues
Erommy has a 30-day return policy. Please note:
1. Items returned without our authorization will not be accepted.
2. The time frame for return/exchange must not exceed 60 days from the time when the original order is received.
3. The item must be unassembled, unused, unwashed, unaltered, undamaged and with the original tags attached.
4. The item being returned must be in the original condition. Please retain the original package for returns. otherwise we reserve the right to reasonably refuse any return.
5. We are not liable for return item(s) that are lost or damaged, please keep the receipt with tracking information.
Click here to read our full returns & refund policy.
We do not offer an exchange service for any products at this time. Because all items are oversized, inconvenient to exchange. Please make sure you’ve read all the important info.(including size, color etc.) on product page before place order. However, we support you to return the item and place a new order. Please be aware of the following return conditions:
1. The item must be unassembled, unused, unwashed, unaltered, undamaged and with the original tags attached.
2. The item being returned must be in the original condition. Please retain the original package for returns. otherwise we reserve the right to reasonably refuse any return.
3. We are not liable for return item(s) that are lost or damaged, please keep the receipt with tracking information.
Upon the receipt of the item, if you find the item is damaged or manufacturing defect, please contact us immediately at email@example.com with a picture of the damaged item, sku, barcode label, and tracking number label on the box. Once the issue is confirmed, we will either send you a replacement, issue you partial or full refund depending on the damage status of the item.
1. Submit a return request at Contact Us to Customer Service within 30 days of receiving your order. Please include the reason for return and photographs for verification.
2. Once your request is approved, you will received a return address needed to be included on your return label. Please send your item(s) via local post within 10 days and send us the return tracking info.
3. When warehouse receives the returned package, the item(s) will be inspected to ensure it is in the original condition or has the issues stated in the return request.
4. Once confirmed, the refund will be credited back to the original payment method within 6-10 days (processing time depends on the payment method). That the return shipping fee will be refunded or not depends on the return reason(quality or non-quality issue). Click here to read our full returns & refund policy.
We provide replacement parts for certain items. Please confirm the number and fee with customer service in advance.
Once confirmed, the refund will be credited back to the original payment method within 6-10 days (processing time depends on the payment method).
If you leave a wrong address or want to change address, please contact us to change it before it’s shipped. The address cannot be changed once it’s shipped.
1. Unshipped orders: Contact Us to change it before shipment.
2. Once your order is shipped, address correction fee($21 per box) needs to be charged if you need to change the address.
Erommy won't take responsibility for the lost packages caused by the wrong shipping addresses on the orders provided by the customers.