Shipping Policy

Thank you for choosing Roxycat. Every keepsake is carefully handcrafted, which means shipping times are a little different from standard products. Below you’ll find everything you need to know about how we ship your order.

Processing Time

  • Custom Handmade Products: Each piece is made to order. Please allow 2–4 weeks for production, depending on the design and complexity.
  • Ready-to-ship Items: Orders are usually processed and dispatched within 2–3 business days.
  • Orders are not shipped on weekends or holidays. If we expect any significant delays, we’ll notify you by email.

Shipping Time & Costs

  • Standard Shipping: 10–20 business days, depending on your location.
  • Express Shipping: 5–10 business days (if available for your region).
  • Shipping costs are calculated at checkout based on your delivery address and chosen method.

Please note: international deliveries may be subject to customs delays, which are outside our control.

Tracking Your Order

Once your order ships, you’ll receive an email with a tracking number. Tracking updates usually appear within 2–3 business days after dispatch.

Customs & Duties

International customers are responsible for any customs duties, import taxes, or local fees charged by their country.

Address Accuracy

Please make sure your shipping address is correct when placing your order. If you notice an error, contact us immediately at support@roxycat.com. Once an order has been dispatched, we may not be able to change the address.

Lost or Delayed Packages

We work with trusted carriers, but sometimes packages can be delayed or, in rare cases, lost.

  • If your tracking shows “delivered” but you haven’t received your order, please contact your local carrier first.
  • If you still need help, reach out to us at support@roxycat.com and we’ll do our best to assist.

Damaged Packages

If your order arrives damaged, please contact us within 7 business days. Keep the original packaging and photos of the damage, as they may be required for a claim. We’ll work with you to resolve the issue.

Pre-Orders & Backorders

If your order contains pre-order or back-order items, we may ship the available items first. The remaining items will ship as soon as they are ready.

Need Help?

For any shipping-related questions, feel free to contact us:
📧 Email: support@roxycat.com
⏰ Service Hours: Monday–Friday, 9:00 AM – 6:00 PM (UTC+8)

✨ Because every piece is made with care, we kindly ask for your patience. The wait may be longer than usual, but the result will be worth it.