Shipping & Returns

Effective Date: February 14, 2026
Last Updated: February 14, 2026

At Romocore, we are committed to delivering your custom plush toys safely and on time, anywhere in the world. As a B2B manufacturer, our shipping and return policies are designed to be transparent, adhering to international trade standards.

1. Global Shipping Methods

We offer flexible shipping solutions tailored to your budget and timeline. We partner with major freight forwarders (DHL, FedEx, UPS, Maersk, COSCO) to ensure competitive rates.

A. Express Courier (Samples & Small Orders)

  • Best for: Prototypes, Pre-production samples, and small urgent batches (< 50kg).

  • Carrier: DHL, FedEx, UPS.

  • Transit Time: 3 - 5 business days.

  • Tracking: Real-time door-to-door tracking provided.

B. Air Freight (Urgent Mass Production)

  • Best for: Medium-sized orders needed for a specific launch date.

  • Transit Time: 7 - 10 business days (Airport to Airport or Door to Door).

  • Cost: Higher than sea freight, but faster.

C. Sea Freight (Standard Mass Production)

  • Best for: Bulk orders (> 500 units) where cost-efficiency is key.

  • Transit Time:

    • US West Coast: 25 - 30 days.

    • US East Coast: 35 - 45 days.

    • Europe: 30 - 40 days.

  • Cost: Most economical option.

2. Incoterms (International Commercial Terms)

To avoid confusion regarding "who pays for what," we operate under standard Incoterms 2020. Your specific term will be listed on your Proforma Invoice (PI).

  • EXW (Ex Works): You arrange the pickup from our Hangzhou factory. Our responsibility ends once goods are packed.

  • FOB (Free on Board): We handle transport to the Chinese port and export customs. You handle the ocean freight and import.

  • DDP (Delivered Duty Paid) - Highly Recommended: We handle everything: shipping, insurance, customs clearance, and import duties. The goods are delivered directly to your warehouse door. You just sign for the package.

3. Customs, Duties & Taxes

  • For DDP Orders: All customs duties, taxes, and import fees are included in your quoted shipping price. No hidden fees.

  • For EXW/FOB/CIF Orders: The buyer (Importer of Record) is responsible for all destination duties, VAT, and customs clearance fees. Romocore will provide all necessary documentation (Commercial Invoice, Packing List, Bill of Lading) to assist your broker.

4. Return & Refund Policy

Since we manufacture custom-made products based on your unique intellectual property (IP), our return policy differs from standard retail sites.

A. "Change of Mind" Returns

We do not accept returns for non-defective custom goods.
Once a custom order is produced, it cannot be restocked or resold to other clients. Therefore, we cannot offer refunds if you simply change your mind or if your product sales do not meet expectations.

B. Defective Products (Quality Guarantee)

We stand behind our quality. If you receive products that are materially different from your approved "Golden Sample" or have manufacturing defects (e.g., open seams, wrong colors, broken parts):

  1. Notification Window: You must inspect the shipment and notify us within 7 business days of receipt.

  2. Evidence: Please send clear photos/videos of the defects and the carton labels to support@romocore.com.

  3. Resolution: If the defect is confirmed by our QA team, we will either:

    • Remake the defective units at no cost (including shipping).

    • Refund the value of the defective units.

    • Credit the amount towards your next order.

C. Allowable Tolerance

Please note that plush toys are soft, sewn goods.

  • Size: A measurement tolerance of ± 3-5% is industry standard.

  • Compression: Plush toys may be vacuum-packed for shipping. They may require 24-48 hours to expand fully and may need manual "fluffing" to regain their shape. This is not a defect.

5. Damaged or Lost Shipments

  • Damage in Transit: If cartons arrive visibly crushed or wet, do not sign for them without noting the damage on the carrier's delivery receipt. Take photos immediately.

    • If you chose DDP/CIF: We will file the insurance claim and arrange a replacement/refund.

    • If you chose EXW/FOB: You must file the claim with your nominated freight forwarder.

  • Lost Packages: If a shipment is lost in transit, the investigation and compensation process depends on the chosen Incoterm and insurance coverage.

6. Sample Policy

  • Sample Fee: Creating a custom prototype requires significant engineering and design time. Therefore, sample fees are generally non-refundable.

  • Refund on Bulk: However, for orders meeting our MOQ (typically 500+ units), the sample fee is often deducted from your final mass production invoice, effectively making the sample free.

7. Contact Us

For any questions regarding shipping status or to file a quality claim, please contact our logistics team: