Store & Refund Policy

Effective Date: October 4, 2021
Last Updated: March 10, 2026

Thank you for supporting our mission. Every item in our store is made especially for you once your order is placed. This made-to-order approach helps reduce waste and ensures that each purchase directly supports our work and community.

Because of this unique production process, we kindly ask that customers review the information below before placing an order. All items sales are final and returns and exchanges are not offered.

1. Order Processing & Shipping

Fulfillment Time
All items are produced on demand. Orders are typically processed and fulfilled within 2–7 business days.

Shipping Time
Shipping times vary depending on location:

  • United States: 3–4 business days

  • International: 5–15 business days

Shipping Confirmation
Once your order ships, you will receive a confirmation email with tracking information so you can follow your package’s journey.

2. Damaged or Defective Items

We want you to have a great experience with your purchase. If your order arrives damaged or defective, please complete the support form below within 30 days of delivery.

When submitting the form, please include:

  • Your order number

  • Photos showing the issue

  • A brief description of the problem

Once we receive your submission, our team will review the request and work with you to provide an appropriate resolution, such as a replacement if necessary.

Order Not Received / Lost in Transit

If your order has not arrived within the expected delivery timeframe, we recommend first:

  • Confirming the shipping address used at checkout

  • Checking with your local postal carrier or post office

  • Asking neighbors or household members in case the package was delivered nearby

If the package still cannot be located, please complete the support form within 30 days of the estimated delivery date so we can investigate and assist further.

4. Returns & Exchanges

Our products are made to order just for you once your purchase is placed. This approach allows us to support our mission while producing items thoughtfully and responsibly.

Because each item is created specifically for the customer who ordered it, all sales are final, and we’re unable to offer returns, refunds, or exchanges.

We recommend reviewing the product details and sizing charts on each page before ordering to make sure everything is just right for you.

5. Order Changes or Cancellations

Orders move into production quickly after they are placed.

If you need to modify or cancel an order, please contact us as soon as possible. While we cannot guarantee that changes can be made once production begins, we will always do our best to assist if timing allows.

6. Address Issues & Returned Packages

To ensure your order arrives smoothly, please double-check that your shipping address is complete and accurate at checkout.

Incorrect or Incomplete Address
If an order is returned to us due to an incorrect or incomplete address, we’ll be happy to help arrange a reshipment. Please complete the support form below so our team can assist you. Please note that additional shipping costs may apply for resending the package.

Unclaimed Packages
If a package is returned to us because it was unclaimed or not collected from the carrier, it can still be reshipped. To get started, please submit the support form below, and we’ll help coordinate the next steps. Reshipment shipping fees may apply.

7. Customer Support

If you have any questions or need assistance with your order, we’re here to help.

You can reach our team by:

Email: [support email here]
Website: AskDrRola.com

You may also use the contact form below, and a member of our team will review your request and respond as soon as possible.

This form can be used for:

  • Damaged or defective items

  • Orders that have not arrived (lost in transit)

  • Address issues or returned packages

  • General order questions

To help us assist you quickly, please include:

  • Your order number

  • The email address used at checkout

  • A brief description of the issue

  • Photos of the product and packaging (if reporting damage or defects)

Our team typically reviews requests within 1–3 business days and will follow up with the next steps if needed.