For orders shipped from inside the US to a customer in the US, delivery typically takes between 2 to 7 business days, depending on the specific supplier and the product. Some suppliers offer faster delivery options, with shipping times as quick as 1 to 3 business days when they are local to the shipping destination.

Once a customer's order is placed through Roxbury farm store it generally takes 2 to 5 business days for the order to be processed and shipped. After shipping,delivery typically occurs within 2 to 7 business days, depending on the location within the United States. This means the total time from order placement to delivery can range from 4 to 12 business days.

1. Check Order Status: Ask the customer to log into their account on your online store and check the order status. This might provide insights if it is still processing or marked as shipped.
2. Verify Shipping Information: Instruct them to confirm that the shipping address provided during checkout is correct. Any mistakes in the address can lead to delivery issues.
3. Track the Shipment: If you provided a tracking number, encourage them to use it to track the shipment through the carrier's website. They can enter the tracking number to see the latest status of their package.
4. Look for Delivery Notices: Suggest that they check for any delivery notices left by the carrier, such as attempted delivery notifications. Sometimes packages are marked as delivered but are held at a local post office or carrier facility.
5. Contact the Carrier: If the tracking information indicates the package was delivered, but they haven’t received it, advise them to contact the carrier (e.g., UPS, FedEx, USPS) directly. The carrier might have additional details or solutions.

• The shipment was returned to the supplier due to an incorrect address: In the case that a reshipment is required due to an address entry error on the customer's end, this additional shipping cost will be covered by the retailer.
• Missing order: In the case that a package is delivered (based on tracking number update) but the recipient claims that they did not receive the item, the recipient must submit a claim to the shipping carrier directly. As retailers, your orders shall be deemed delivered and in satisfactory condition if you do not report the issue within the time frame.
• Late order: In the case that the product has not been processed or shipped within the time frame agreed to by the supplier, and the customer wishes to cancel the order, then the supplier is responsible for refunding the order. Please note that a supplier may sometimes require more time to fulfill orders such as during high-volume seasons. In these instances, the supplier is allowed to notify retailers that their orders will be fulfilled later than normal.

Check the Return Policy:

Instruct the customer to review the return policy for the specific supplier from which they purchased the item. Return policies can vary by supplier, so it's essential to check these details first.

The customer received a damaged or incorrect product:

In the case that a customer reports a damaged or incorrect product, the customer will be required to submit photo evidence within 15 days of receiving the item. If there is no claim If the claim is approved, the supplier is responsible for paying the return shipping charges and for replacing or refunding the order. If the product packaging is damaged but the product itself is intact, the recipient must submit a claim to the shipping carrier directly.

Gather Order Information:

Ask the customer to have their order number, item details, and any relevant information handy. This will streamline the return or replacement process.

Contact Customer Support:

Encourage the customer to contact your customer support team (you) with the following information:

Follow Return Instructions:

Once they reach out to you, provide any necessary return shipping instructions or labels (if applicable). Inform them about the process for sending back the item.

Package the Item:

Advise the customer to carefully package the item in its original condition, including all accessories and packaging, to ensure it is returnable.

Ship the Item:

Instruct them to ship the item back using a reliable shipping service and to keep a record of the tracking number for their reference.

Steps to Cancel an Order

1. Act Quickly: Advise the customer to contact you as soon as possible to request the cancellation. Orders should be canceled before they are shipped to avoid any additional complications.
2. Provide Order Information: Ask the customer to have their order number and any relevant details ready. This information will help you locate their order quickly.
3. Contact Your Customer Support: Instruct the customer to reply to your email or use your store's contact form to submit their cancellation request. They should include:
4. Confirm Cancellation: Once you receive the cancellation request, check the order status in your Spocket dashboard. If the order has not yet shipped, you can proceed with the cancellation.
5. Notify the Customer: After canceling the order, inform the customer that their order has been successfully canceled and confirm any refund details if applicable.