Returns, refunds & cancellations
Contact RIE as quickly as possible if you need to cancel or change an order. Whether a cancellation or refund is available depends on how far the order has progressed.
Before the U.S. retailer order is placed
RIE can review a cancellation request before the retailer purchase is placed. Any refund is returned through the original payment method when eligible.
After the retailer order is placed
The retailer or seller's return/cancellation rules apply. Return shipping, restocking charges, non-refundable retailer fees, price differences or other costs may reduce the refundable amount. RIE will not promise a retailer refund until the retailer confirms it.
After the parcel is forwarded internationally
International shipments generally cannot be cancelled once handed to the carrier. Returns after international dispatch are handled case-by-case and may require the customer to pay return transport, customs or other carrier charges.
Damaged, missing or incorrect retailer items
RIE can document what is received in Phoenix and assist with the available retailer/carrier process. Resolution depends on the seller, carrier, insurance and evidence available.
Restricted & prohibited items
Not every U.S. product is eligible for international forwarding. Eligibility depends on the exact item, packaging, battery/chemical content, carrier, destination and customs rules.
- RIE standard checkout does not accept firearms, ammunition, explosives, fireworks or other products that cannot be legally or safely transported through the selected route.
- Loose lithium batteries, power banks, perfumes, aerosols, flammable liquids, chemicals and similar products may require manual review or a special carrier/service.
- Oversized, unusually heavy, temperature-sensitive, perishable or regulated goods may be declined or quoted manually.
- RIE may place an order on hold if physical inspection or carrier/customs information reveals a restriction that was not visible during cart screening.
Shipping, estimates, duties & customs
Live quote vs. final parcel
The website requests a live carrier rate using an estimated consolidated package. After all U.S. packages arrive, RIE measures the actual parcel and re-verifies available carrier services before dispatch. If the physical parcel creates a material rate or eligibility change, RIE may hold the order and contact the customer before carrier handoff.
Delivery timing
Displayed delivery windows are estimates, not guaranteed arrival dates. Retailer delays, split shipments, RIE processing, carrier operations, customs inspections, holidays, weather and final-mile conditions can affect timing.
Duties and destination charges
Import duties, taxes, brokerage, storage or destination-country fees are not included unless specifically shown in the RIE quote. These amounts may be assessed separately by customs, the carrier or local authorities.
Address accuracy
The customer is responsible for providing a complete, accurate delivery address and reachable phone/email details. Address corrections or failed delivery can create additional charges or delays.
Terms of service
By submitting an RIE order, you ask Rojay's Import & Exports to provide purchasing/receiving/consolidation/forwarding services for eligible merchandise and acknowledge the following:
- RIE is an independent service and is not Amazon. Amazon, individual sellers and other retailers remain responsible for their own listings, warranties, cancellations and return rules.
- Product availability and price can change before the retailer purchase is completed.
- RIE may decline, hold or cancel service for prohibited, unsafe, inaccurately described or carrier-ineligible merchandise.
- International carrier and customs requirements can change without notice and may require additional customer information.
- RIE tracking statuses describe the information available to RIE and supported carrier events; they do not create a guaranteed delivery date.
- Customers must not use RIE to purchase or forward goods unlawfully or to evade customs, sanctions, export controls or carrier restrictions.
Questions about an order or these terms can be sent to support@rojaysimportexport.com.
Privacy
RIE collects the information needed to quote, process, support and track orders, such as your name, email, phone number, delivery address, order details, retailer/tracking information and support messages.
Payment information
Card payments are handled by Stripe. RIE's website receives payment/order status and related checkout information, but RIE does not receive your full card number from Stripe Checkout.
Shipping and communications
Shipping details may be sent to Shippo and the selected carrier to obtain rates, create labels and track delivery. Email addresses and message content may be processed through RIE's email provider so confirmations, tracking links and support replies can be delivered.
How information is used
RIE uses customer information for order fulfillment, customer support, fraud/security review, operational records and required shipping/customs documentation. RIE does not sell customer conversation or order data to advertisers.
Security and retention
RIE limits access to operational tools and uses secure links for customer order access. Information may be retained as reasonably needed for order history, support, shipping records, dispute handling and legal/accounting obligations.
For privacy questions or correction requests, contact support@rojaysimportexport.com.
Last updated September 15, 2026. This page is a customer-facing operating policy summary and can be updated as RIE services, carriers and destination coverage change.