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FAQ

Q: What payment methods can Rollball accept?
A: We currently accept Paypal, Western Union and T/T. We ensure your Credit Card information is 100% safe and secure.
 

Q: Can I get a discount if I order large quantities of an item?
A: Surly you can. For your order with a large quantities, you can save even more. Simply call +86-0755-33591998 or Live Chat or email to sales@rollball.com.cn for a volume discount.
 

Q: How can I contact you if I have a problem with my order?
A: If you have any questions with your order, Please feel free to call us at +86-0755-33591998 or live chat with us or send us an email (sales@rollball.com.cn).
 

Q: Do I have to get an account of Rollball to get a quote? And what does it cost?
A: Of course not, and there is free of charge to create an account of Rollball. But there are many advantages which will present you a wonderful shopping experience if you have an account of Rollball. You can easy to check your order details and get volume discount from us for old customers.
 

Q: What if I forget my order?
A: Your order number is included in the email order confirmation with an automatic link to the Order Status. When you order by phone a partner will give your order number. It's a good idea to save your email order confirmation or write down the number for future reference. If you forget or lose your order number, you can contact us by email to sales@rollball.com.cn or calling +86-0755-33591998 or live chat. 
 

Q: How can I check the delivery status of my order?
A: To check the delivery status of your order, please log in your account and on "track an order" page you can track your order conveniently or you can contact us directly for status.
 

Q: How long will you deal with my order?
A: In the business hour, we will deal with your order immediately. We will inform you the lead time and shipping method, and make confirmation with you for some information we needed for shipping. Otherwise, you can get the reply from us within 24 hours or one and a half day at weekend or on holidays.
 

Q: Phone number-why ask?
A: We ask for your phone number just in case we need to reach you for any reason regarding your order with Rollball. Besides phone number must be provided for International order by FedEx or DHL and so on. We do not rent, share, or sell your personal information, ever.
 

Q: Money Back Guarantee---what is this?
A: Rollball offers a 30-day money-back return policy. Within 30 days of receiving the items, customers may return an order and obtain a refund. If the original parts have not been unpacked or touched or if the parts have been determined to not work as described on our website, a full refund will be awarded. In all other cases (e.g., customer orders incorrect parts), you may return it for exchange or full refund (excluding shipping charges). To initiate a return, contact us with email: sales@rollball.com.cn for a Return Material Authorization number and ship the product.
 

Q: Warranty---what is this?
A: If any product proves defective during this warranty period, Rollball, at its option, either will repair the defective product without charge for parts and labor, or will provide a replacement in exchange for the defective product. In order to obtain service under this warranty, customer must let Rollball know of the defect before the expiration of the warranty period and make suitable arrangements for the performance of service. Customer shall be responsible for packaging and shipping the defective product to Rollball. Customer shall be responsible for paying all shipping charges, duties, taxes and any other charges for products returned to any other locations.
 
 
Q: What if I can not remember my password to log into the website?
A: 
If you forget your password, you can click on the "forgot your password" via http://sfpoutlet.com/account/forgot.html , then enter your username (email), later received email for the new password. You can then use this new password to login and update your password in the personal archive section.
If you can't remember which email address you registered with or still have problems signing in to your account please contact our Customer Services.


 
Q: Who will be responsible for the return shipping cost?
A: The return shipping cost must be paid by the buyer. Please note: No matter for any reason, buyers should pay shipping charges to return the unsatisfied goods and no matter for exchange or refund, buyers should send our products first. After receiving the returned item (s), we will process the refund or exchange immediately.
 
 
Q: If I receive an order discrepancy, what should I prepare for the return?
A: If you receive damaged / wrong items or something missing in your order, please contact our Customer Service within 7 days from the delivery date. Certain information may be required for the verification of:
• Picture Package on / box
• Photo of the packing
• Photo of the damage / incorrect items customers can send the information above to sales@rollball.com.cn.
A representative will review the order and respond within 24 hours.