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Frequently Asked Questions
Orders & Payments
What does RORAYA sell?
RORAYA offers a curated collection of rugs and mats designed for modern homes, including styles for living rooms, bedrooms, kitchens, hallways, entryways, bathrooms, and more.
Are your rugs handmade?
Most RORAYA products are machine-made. This allows us to provide reliable quality, practical durability, and excellent value for everyday homes.
Where are your products made?
Our products are made in China through carefully selected manufacturing partners that meet our quality standards.
Is my payment information secure?
Yes. We use secure encrypted payment systems and trusted third-party payment providers to help protect your payment information during checkout.
When will my payment be charged?
Your payment will be charged immediately after your order is successfully placed.
Can I cancel my order?
If your order has not yet been processed or shipped, we may be able to cancel it. Please contact us as soon as possible after placing your order.
Can I change my order after placing it?
If your order has not yet entered processing or shipping, we may be able to assist with changes. Please contact our support team as quickly as possible.
Can I combine multiple discount codes or promotions?
Only one discount code or promotion can typically be used per order unless otherwise stated.
Certain discounts may not apply to sale items or special promotions.
I forgot to apply my discount code. Can you add it afterward?
If your order has not yet been processed, please contact our support team as soon as possible. We will do our best to help apply eligible discounts.
Shipping & Delivery
Do you ship internationally?
Yes. RORAYA ships to many countries and regions worldwide.
Shipping availability may vary depending on the destination.
How long does shipping take?
Estimated delivery times vary depending on your location and product availability.
Processing usually takes 1–3 business days, while shipping times vary by destination and carrier.
Please note that delivery delays may occasionally occur during holidays, peak seasons, customs processing, or severe weather conditions.
Do you offer free shipping?
We may offer free shipping promotions for selected countries, regions, or minimum order amounts.
Available shipping options will be displayed during checkout.
How can I track my order?
Once your order has shipped, you will receive a shipping confirmation email containing tracking information, if tracking is available for your shipment.
Can I change my shipping address after placing an order?
If your order has not yet been shipped, we may be able to update your shipping address.
Please contact us as soon as possible after placing your order.
What happens if I entered the wrong shipping address?
Please make sure your shipping information is correct before placing your order.
RORAYA is not responsible for delivery issues caused by incorrect or incomplete shipping addresses provided by the customer.
Will I need to pay customs duties or import taxes?
Depending on your country or region, customs duties, taxes, or import fees may apply.
These charges are generally the responsibility of the customer unless otherwise stated.
Products & Care
Do your rugs come in different sizes?
Yes. Available sizes vary depending on the product.
Please refer to the individual product page for detailed size information and dimensions.
Will the product colors match the website photos exactly?
We do our best to display product colors as accurately as possible.
However, slight variations may occur due to lighting, photography, screen settings, and production differences.
Why does my rug have temporary creases or waves after unpacking?
Some rugs may develop temporary creases during packaging and shipping.
These usually flatten naturally within a few days after placing the rug flat on the floor. Rolling the rug gently in the opposite direction may also help reduce creases more quickly.
Do I need a rug pad?
A rug pad can help reduce slipping, improve comfort, protect flooring, and extend the life of your rug.
Depending on the rug type and floor surface, using a rug pad may be recommended.
Are your rugs suitable for homes with pets?
Many of our rugs are suitable for everyday family living, including homes with pets.
We recommend regular cleaning and checking the individual product descriptions for specific material and care information.
Are all rugs machine washable?
Not all rugs are machine washable.
Please check the care instructions and product description on each product page for detailed cleaning recommendations.
Do rugs shed?
Some rugs may experience light shedding when new, depending on the material and construction.
This is normal and usually decreases over time with regular vacuuming and use.
Are your rugs safe for indoor home use?
Our products are designed for normal indoor residential use unless otherwise stated on the product page.
Returns & Refunds
What is your return policy?
Eligible items may be returned within the stated return period if unused and in original condition.
Please review our Return & Refund Policy page for full details and conditions.
Are there any items that cannot be returned?
Some items may not be eligible for return, including:
- Clearance or final sale items
- Customized products
- Used or damaged items
- Certain opened bathroom products for hygiene reasons where permitted by law
Do you offer exchanges?
Some rugs may develop temporary creases during packaging and shipping.
These usually flatten naturally within a few days after placing the rug flat on the floor. Rolling the rug gently in the opposite direction may also help reduce creases more quickly.
When will I receive my refund?
We currently do not offer direct exchanges.
If you would like a different item, we recommend placing a new order and returning the original product according to our Return Policy.
What should I do if my order arrives damaged or incorrect?
Once your returned item has been received and inspected, approved refunds will be issued to the original payment method within a reasonable processing time.
Please note that banks or payment providers may require additional time to process the refund.
Company & Support
Do you have a physical store or showroom?
RORAYA currently operates as an online-only store.
This allows us to offer a wider selection of products and better value directly to customers worldwide.
How can I contact customer support?
How long does customer support take to respond?
We aim to respond to all customer inquiries within 1–2 business days.
What are your customer support hours?
Customer support is available:
Monday – Friday
9:00 AM – 6:00 PM (UTC)