Frequently Asked Questions - RogueArc Refrigeration
Welcome to RogueArc's FAQ section. Here you'll find answers to common questions about our refrigeration appliances, shipping, and customer service. If you don't find what you're looking for, please don't hesitate to reach out to our support team.
1. Where do you ship from?
RogueArc ships orders from our distribution centers located in the United States and select international hubs. All refrigeration appliances are carefully packaged and dispatched from these facilities to ensure they arrive in perfect condition. We partner with leading logistics providers to maintain quality control throughout the shipping process. Your order confirmation email will include specific warehouse location details if applicable.
2. How long does shipping take?
Standard shipping typically takes 7-14 business days for delivery within the continental United States. Expedited shipping options are available for customers who need their refrigeration appliances faster, with delivery times as quick as 3-5 business days. Please note that processing time (usually 1-2 business days) is separate from shipping transit time. The exact delivery timeframe will be provided in your order confirmation, and you can always check the estimated delivery date on your order page.
3. How do I track my order?
Once your refrigeration appliance has shipped, you'll receive an email with a tracking number and a direct link to track your package in real-time. You can also log into your RogueArc account and visit the "Orders" section to view tracking information for all your purchases. Tracking updates are provided by our shipping carrier and typically update every 24 hours. For real-time updates, we recommend using the carrier's tracking portal linked in your shipment notification.
4. Can I cancel or change my order?
Yes, we understand that plans can change. If your order hasn't been processed or shipped yet, you can cancel or modify it within 24 hours of purchase. To request a cancellation or change, contact our customer support team immediately with your order number. Once an order has entered the shipping phase, cancellations may not be possible, but you may be eligible to refuse delivery or initiate a return upon arrival. We recommend acting quickly to avoid any complications with your refrigeration appliance order.
5. What is your return/refund policy?
RogueArc offers a 30-day return policy on most refrigeration appliances. Items must be in original, unused condition with all packaging and documentation intact to qualify for a full refund. To initiate a return, contact our support team with your order number. Once approved, you'll receive a prepaid return shipping label. Refunds are typically processed within 5-7 business days after we receive and inspect the returned item. Please note that some specialized or custom refrigeration units may have different return terms.
6. What if my item arrives damaged?
Your satisfaction is our priority. If your refrigeration appliance arrives damaged, please document the damage with photos and contact our customer support team immediately—ideally within 48 hours of delivery. Do not discard the packaging, as we may need photos of it for our claims process. Depending on the extent of damage, we can offer either a replacement unit shipped at no additional cost or a full refund. We work directly with our shipping carriers to resolve damage claims as quickly as possible.
7. Do you offer exchanges?
Absolutely. If you'd like to exchange your refrigeration appliance for a different model or size, we can help. Exchanges must be requested within 30 days of delivery, and the original item must be in unused, original condition. Contact our customer support team with your order number and specify which product you'd like to exchange it for. We'll arrange return shipping for your original unit and ship out your new refrigeration appliance. In most cases, exchanges can be completed within 2-3 weeks.
8. Why is my tracking not updating?
Tracking delays are usually temporary and can occur for several reasons, including weather conditions, sorting facility backlogs, or carrier processing times. Most tracking numbers update within 24-48 hours of shipment. If your tracking hasn't updated in more than three days, or if it appears to be stuck, we recommend waiting an additional 24 hours before contacting us. If the issue persists, reach out to our customer support team with your tracking number, and we'll investigate with the carrier to locate your refrigeration appliance and provide an update.
9. Do you ship internationally?
Yes, RogueArc ships refrigeration appliances to select countries worldwide. International shipping times vary by location and typically range from 14-30 business days. International orders may be subject to customs duties, taxes, and import restrictions that are the responsibility of the recipient. Shipping costs for international orders are calculated at checkout based on weight, destination, and selected shipping method. Due to the size and weight of refrigeration appliances, some locations may have additional fees or limitations. Please check our shipping policy or contact support for your specific country.
10. How do I contact customer support?
Our dedicated customer support team is here to help with any questions about your refrigeration appliance order or account. You can reach us through multiple channels: email support is available at support@roguearc.com, our live chat feature is accessible during business hours on our website, or you can fill out a contact form in the "Help" section of your account. We aim to respond to all inquiries within 24 business hours. For urgent matters, we recommend using live chat for immediate assistance with your RogueArc order.