Customer Service

Shipping & Delivery

Shipping times displayed on Raugee refer to the estimated time it takes for packages to leave our hands. Since the actual delivery of your order can be impacted by many events beyond raugee's control once it leaves our facilities, we suggest that if customers have a special occasion or event that they wish to use their item for, such as a birthday, that they order their items well in advance. Raugee cannot be held liable for late deliveries. We will, however, work with you to ensure a smooth shopping experience.

For a smooth delivery and peace of mind, we strongly recommend that customers purchase shipping insurance during the checkout.In the event that your package has a shipping issue, Raugee will send you a replacement package free of charge. If the item is no longer in stock, we will offer you a refund option.

Any orders that do not have shipping insurance will not be the responsibility of Raugee and the customer takes full liability for their package during the shipping process.

Raugee provides information via banners on our site and through newsletters to customers, that provide details of shipping delays due to the Christmas peak season, and encourages customers to order in advance. We can therefore not be held responsible if a customer does not receive their order in time for Christmas.

There may be occasions when Raugee confirms your order but subsequently learns that it cannot supply the ordered product. In the event we cannot supply a product you ordered in a timely fashion, Raugee will contact customers and offer to cancel the order and refund the purchase cost in full.

We try to make the delivery process as simple as possible and we are able to send your order either to you home or to your work place. We can ship to PO Boxes via all shipping methods, except for expedited shipping methods, as signatures are required upon delivery. Express shipments of this type can only be delivered to physical addresses.

Shipping and delivery times are calculated in working days from Monday to Friday. In the case of major holidays such as Christmas and the Chinese Lunar New Year, please allow extra delivery time. During those special occasions we will provide notices to reflect possible delays.

Customers are responsible for providing complete and accurate shipping addresses. Raugee cannot make changes to your shipping address once a package has been shipped, and Raugee is not liable for packages lost due to incomplete or inaccurate addresses.

Raugee cannot be held responsible for any package that does not make it through the local customs and is destroyed due to the item being illegal in the destination country. Customers are solely responsible for complying with their local laws. We can also not be held responsible for any import tax that may occur and it is the customers sole responsibility to pay this fee, if any. Kindly note that shipping insurance does not cover any customs issues, including but not limited to, goods being destroyed or confiscated due to their illegal status in any given destination country.

Should the buyer refuse the package due to import duties or taxes, the buyer takes full liability for all the costs involved in the process.

All orders reported as "delivered" by shipping companies are considered delivered. Raugee cannot be made liable of non-delivery in this case.

If a delivery fails for any reason and the address sent to was the correct address as provided by the customer, Raugee cannot be held liable if a package is returned to us.

Whatever the customer orders is what we ship. We can not be held liable for the customer receiving the wrong item if they placed the wrong order.

All non-receipt of orders must be reported within 3 months from the date we ship the item to you, for Latin America this deadline is extended to 4 months for postal deliveries. This applies for flat rate shipping, priority mail and standard shipping methods. All expedited delivery issues must also be reported within 3 months from the shipment date. After this time we will no longer be able to investigate and no compensation will be offered. Please note that this policy does not apply to packages sent via expedited shipping methods that are shown as delivered on the shipping company's tracking website.

Privacy & Security
Note: Newsletter subscription on the registration page is checked by default. Raugee respects customer privacy. Please read about our privacy policy here: https://www.raugee.com/privacy-policy/
Returns & Replacements
In most cases, items shipped from Raugee can be returned within 3 days after delivery or 30 days after shipment if the delivery date is not traceable. If your order was shipped to Brazil or Russia, you can send it back to us within 40 days after shipment. You will receive an e-mail containing the shipment date and other details of your order after it has been shipped. Some products have different policies or requirements associated with them.
Ordering

Whilst all efforts are made to ensure accuracy of product descriptions, specifications and pricing there may be occasions where errors arise. Should such a situation occur Raugee cannot accept your order. In the event of a mistake you will be contacted with a full explanation and a corrected offer. The information displayed is considered as an invitation not as a confirmed offer for sale. The contract is confirmed upon supply of goods.

Given the popularity and/or supply constraints of some of our products, Raugee may have to limit the number of products available for purchase. Raugee reserves the right to change quantities available for purchase at any time, even after you place an order.

Both parties agree that, following order dispatch, transportation is the sole responsibility of the third-party logistics company. During this stage, full ownership of the product(s) belongs to the buyer; all associated liability and risks during transportation shall be borne by the buyer.

Payment, Pricing & Promotions
We only accept PayPal payments for orders shipped.If you don't have paypal,you can also use your Credit Card pay Via PayPal.
ou can connect your PayPal, credit card, debit card or bank account to PayPal for purchasing some of our products. After submitting an order, you will be redirected to PayPal to complete the transaction.

1.Log in to your PayPal account or use Credit Card Express;
2.Enter your card details and the order will be shipped to your PayPal address. Then click “Submit”;
3.Your payment will be processed and an invoice will be sent to your e-mail address;

NOTE: Your order will be shipped to your PayPal address. Please ensure that it is correct and complete.

For more detailed instructions on how to pay, please refer to our new user guide.
You can also refer to the PayPal Buyer Protection page.
Orders Cancel
Customers can cancel their order at anytime prior to shipping; please contact our Support Center. However, once the order has been dispatched, the order cannot be canceled, changed, or refunded. Upon receipt of the package, our Warranty and Returns policy comes into effect.
User Account

For safety and security, each customer is allowed to create only one registered account by default. For customers who attempt to create several accounts, we reserve the right to suspend accounts without further notice.

In accordance with Customs regulations customers must provide valid and accurate data . All consignee names, address and payers name should be valid. In certain countries the consignee may have to submit their ID or passport to clear the package or for payment verification purpose. Customers are solely responsible for the accuracy of data that they provide to Raugee. Should any information be incorrect and prevent any shipment or deliveries or customs clearance, Raugee will not held responsible and will not offer any compensation in such cases.

Raugee will always comply with the law, and we kindly remind users to do the same. As the importer customers are responsible to comply with all laws and regulations in their own countries. Please refer to our privacy policy for more information.