Shipping, Returns & Refund Policy

Last Updated: October 1, 2026

This Shipping, Returns & Refund Policy applies to eligible products purchased online from Roller Shade Factory at rollershadefactory.com.

The website is operated by RO-Shades LLC (“Roller Shade Factory,” “we,” “us,” or “our”).

By placing an order, you agree to this policy and our Terms & Conditions.

1. Shipping Destinations

We currently ship online orders to valid physical addresses within the 48 contiguous United States.

We do not currently offer standard online shipping to:

• Alaska
• Hawaii
• Puerto Rico
• U.S. territories
• International destinations
• P.O. boxes
• APO or FPO addresses

Customers outside the 48 contiguous United States may contact sales@rollershadefactory.com before ordering to ask whether special shipping arrangements are available.

Any special shipment must be approved and quoted separately.

2. Shipping Carrier

Online orders are shipped through UPS.

Available UPS services and charges may vary depending on:

• Delivery address
• Package weight
• Package dimensions
• Product type
• Selected delivery speed
• Number of packages
• Oversized-item requirements

Roller Shade Factory may divide an order into multiple packages when reasonably necessary for safety, availability, or proper packaging.

3. Shipping Charges

We do not currently offer free shipping.

Shipping charges are calculated separately and displayed during checkout before the order is placed.

The amount paid for shipping is not part of the product price. Shipping charges may also be subject to applicable sales tax.

Oversized products, unusually long components, freight shipments, special-order products, custom tubes, curtain tracks, fascia, and other products that cannot be shipped through standard UPS service may require a separate shipping quotation.

4. Order Processing

In-stock products are normally processed within 1–3 business days after:

• The order is received
• Payment is successfully authorized
• Fraud and address verification are completed
• The product is confirmed to be available

Business days are Monday through Friday, excluding federal holidays and days when Roller Shade Factory or UPS is closed.

Processing time is separate from UPS transit time.

Orders placed during weekends or holidays begin processing on the following business day.

Orders That May Require Additional Processing Time

Processing may take longer for:

• Special-order products
• Backordered products
• Large-quantity orders
• Products requiring additional inspection or packaging
• Orders requiring customer clarification
• Orders with payment or address-verification issues

5. Estimated Delivery Times

UPS delivery estimates begin after the order has been processed and transferred to UPS.

Delivery dates shown at checkout, in tracking information, or in order communications are estimates unless Roller Shade Factory expressly guarantees a delivery date in writing.

Weather, carrier delays, transportation disruptions, incorrect addresses, building restrictions, emergencies, and other circumstances outside our reasonable control may affect delivery.

If we cannot ship an order within the promised period, we will provide the delay notice, revised estimate, cancellation opportunity, consent request, or refund required by applicable law.

6. Tracking Information

When available, UPS tracking information will be sent to the email address entered during checkout.

Customers are responsible for:

• Providing a valid email address
• Monitoring tracking updates
• Ensuring someone can receive the package when necessary
• Providing a safe and accessible delivery location

Tracking information may take time to update after a shipping label is created.

Creation of a shipping label does not necessarily mean that UPS has already taken possession of the package.

7. Shipping Addresses

Customers are responsible for entering a complete and accurate shipping address.

Before placing the order, verify:

• Recipient name
• Street address
• Apartment, suite, floor, or unit number
• City
• State
• ZIP code
• Telephone number

Contact sales@rollershadefactory.com immediately if an address correction is required.

After an order has been processed or transferred to UPS, we cannot guarantee that an address can be changed or redirected.

Additional carrier charges, return shipping, address-correction charges, or reshipping costs resulting from an incorrect or incomplete customer-supplied address are the customer’s responsibility.

8. Signature Requirements

Roller Shade Factory may require an adult signature for high-value, sensitive, or fraud-screened orders.

When a signature is required, the customer is responsible for arranging receipt or pickup of the package according to UPS instructions.

9. Delivery Inspection

Inspect the shipment promptly after delivery.

Before opening a visibly damaged package, photograph:

• The complete package
• All damaged areas
• The shipping label
• The condition of the package when received

After opening, photograph the product, internal packaging, and any damaged or missing components.

Shipping damage, incorrect products, or missing components should be reported to sales@rollershadefactory.com as soon as possible, preferably within 48 hours after delivery.

Information Required for a Claim

Include:

• Order number
• Customer name
• Description of the issue
• Photographs of the product
• Photographs of the packaging
• Photograph of the UPS shipping label

Keep all products and original packaging until the claim is resolved. UPS may require an inspection.

Reporting after 48 hours does not eliminate a legal right that cannot be waived, but delayed reporting may make it more difficult to verify damage or complete a carrier claim.

10. Lost or Missing Packages

If UPS tracking does not update or a package appears lost, contact us so we can review the shipment and, when appropriate, open a UPS investigation.

If tracking shows “Delivered” but the package cannot be found:

• Check all entrances and delivery areas.
• Ask household members, building staff, neighbors, or receiving personnel.
• Review any available security-camera footage.
• Contact UPS.
• Notify Roller Shade Factory promptly.

We will reasonably assist with eligible UPS claims. The outcome of a lost-package claim may depend on UPS investigation results and the circumstances of delivery.

11. Eligibility for Returns

Eligible standard-stock products may be returned when all of the following conditions are met:

• Return authorization is requested within 14 calendar days after delivery.
• The product is unused and uninstalled.
• The product has not been wired, powered, programmed, paired, cut, modified, assembled, or damaged.
• All accessories, manuals, parts, labels, and protective materials are included.
• The product is returned in its complete original packaging.
• Proof of purchase is provided.
• The return follows the instructions supplied by Roller Shade Factory.

A return request does not automatically mean that the return has been approved.

Do not send a product back without receiving return authorization and shipping instructions.

Unauthorized returns may be refused or returned to the sender.

12. Fourteen-Day Return Period

Return requests must be submitted within 14 calendar days beginning on the date UPS confirms delivery.

To request a return, email:

sales@rollershadefactory.com

Information Required for a Return Request

Include:

• Order number
• Product being returned
• Quantity
• Reason for the return
• Confirmation that the product is unused and uninstalled
• Photographs when requested

Approved products must be shipped within the period stated in the return authorization.

13. Restocking Fee

Approved discretionary returns are subject to a 15% restocking fee.

The fee is calculated from the merchandise price before sales tax and excludes the original shipping charge.

Examples of Discretionary Returns

• The customer ordered the incorrect model.
• The customer selected an incompatible product.
• The customer ordered the incorrect size, voltage, torque, control, or configuration.
• The customer ordered more products than needed.
• The customer changed their mind.
• The product is no longer needed.

The 15% restocking fee covers return administration, inspection, testing when appropriate, inventory handling, and repackaging.

When the Restocking Fee Does Not Apply

• Roller Shade Factory shipped the incorrect product.
• The product arrived damaged in transit.
• The product has a verified defect upon arrival.
• A required component was missing from the shipment.
• Applicable law requires a complete refund.

14. Original Shipping Charges

Original shipping, expedited shipping, address-correction charges, delivery charges, and other completed transportation services are non-refundable when a customer voluntarily returns an eligible product.

When a return results from a verified Roller Shade Factory error, shipping damage, or a qualifying defect, we will provide an appropriate remedy and cover reasonable authorized shipping costs.

15. Return Shipping

Customer Responsibilities for Discretionary Returns

For discretionary returns, the customer is responsible for:

• Return shipping charges
• Appropriate packaging
• Shipping insurance when desired
• Obtaining and retaining tracking information
• Loss or damage during return transportation

We recommend using UPS with tracking and adequate insurance.

Roller Shade Factory is not responsible for an unauthorized return or a return package that is lost or damaged before it reaches us.

When the return results from our verified error or a qualifying defect, we may provide a prepaid UPS return label.

16. Non-Returnable Products

The following products and charges are final sale and cannot be returned unless defective, incorrectly supplied by us, or otherwise required by law:

• Custom-made or made-to-measure products
• Cut tubes, tracks, rails, fascia, fabrics, or other cut materials
• Custom-fabricated or assembled systems
• Special-order products
• Custom colors or finishes
• Clearance items
• Products identified as “Final Sale”
• Installed motors or electrical components
• Wired or powered electrical products
• Programmed, paired, or configured motors, remotes, hubs, bridges, or controls
• Products modified or damaged by the customer
• Products missing original parts or packaging
• Opened batteries or consumable products
• Measurement, design, fabrication, delivery, and installation services

Products returned because of customer compatibility errors remain subject to this policy.

Customers should confirm product compatibility before opening, installing, wiring, powering, programming, or modifying a product.

17. Motors and Electronic Components

Motors, remotes, hubs, bridges, keypads, receivers, power supplies, batteries, and other electrical or electronic components must be inspected before installation.

Once a product has been installed, wired, powered, programmed, paired, or modified, it is not eligible for a discretionary return.

Compatibility Checklist

Before ordering or installation, confirm:

• Exact model number
• Motor diameter
• Torque
• Speed
• Voltage
• Power supply
• Radio frequency
• Control protocol
• Tube compatibility
• Crown and drive compatibility
• Smart-home compatibility
• Required accessories

A compatibility issue is not considered a product defect when the product matches its published and approved specifications.

18. Defective, Damaged, Incorrect, or Missing Products

If a product arrives damaged, defective, incomplete, or different from the product ordered, contact us promptly before installation or modification.

Available Resolutions

After reviewing the claim, we may:

• Provide the missing component
• Send a replacement
• Repair the product
• Provide a prepaid return label
• Issue a partial or complete refund
• Refer the claim to the applicable manufacturer warranty

No restocking fee applies to a verified error made by Roller Shade Factory or qualifying shipping damage.

Do not discard, install, wire, program, alter, repair, or return the affected product before receiving instructions.

19. Manufacturer Warranty Claims

After the initial return period, defective products may be covered by their applicable manufacturer warranty.

Manufacturer warranty claims are controlled by the manufacturer’s coverage period, exclusions, documentation requirements, and claim procedures.

Roller Shade Factory will provide reasonable assistance with an applicable manufacturer claim but cannot expand or replace the manufacturer’s warranty.

20. Refund Processing

Approved refunds are issued after the returned product has been received and inspected.

Refund Calculation

The refund will generally equal:

• Eligible merchandise price
• Minus the 15% restocking fee when applicable
• Minus non-refundable original shipping or other completed services
• Plus any applicable sales-tax adjustment

Refund Method and Timing

Refunds are issued to the original payment method.

Roller Shade Factory will normally initiate an approved refund within five business days after inspection. The customer’s bank or payment provider may require additional time to post the refund.

Original payment-processing costs incurred by Roller Shade Factory are not charged separately to the customer beyond the disclosed 15% restocking fee.

21. Exchanges

We do not process direct exchanges.

An eligible product must be returned under this policy. The replacement product must be purchased through a new order.

This method keeps product pricing, inventory, shipping, tax, and warranty records accurate.

22. Order Cancellations

Contact sales@rollershadefactory.com immediately to request cancellation.

If an in-stock order has not entered processing or shipping, we will attempt to cancel it and issue an appropriate refund.

Cancellation cannot be guaranteed after:

• Order processing begins
• A UPS label is created
• The package is transferred to UPS
• A special-order product is ordered from a supplier
• Custom cutting or fabrication begins

Orders already shipped are handled under the normal return rules.

Custom and special-order cancellations are also subject to our Terms & Conditions and any order-specific quotation or agreement.

23. Refused and Undeliverable Shipments

If a customer refuses an authorized shipment or UPS returns it because of an incorrect address, failed delivery attempts, unavailable recipient, or another customer-related reason:

• Original shipping is non-refundable.
• Return shipping and carrier charges may be deducted.
• The 15% restocking fee may apply to eligible products.
• Non-returnable products remain non-refundable.

This section does not apply when the shipment was refused because of a verified Roller Shade Factory error or visible shipping damage properly reported to us.

24. Policy Abuse

We may reject a return involving fraud, altered products, substituted products, missing components, false damage claims, serial-number discrepancies, excessive return activity, or another misuse of this policy.

This provision does not limit any right that cannot legally be waived.

25. Relationship to Other Agreements

This policy should be read together with our Terms & Conditions and Privacy Policy.

A written quotation, sales order, invoice, special-order agreement, or installation agreement may contain additional order-specific provisions.

When an order-specific written agreement conflicts with this general policy, the order-specific agreement controls for that transaction to the extent permitted by law.

26. Contact Information

RO-Shades LLC
Roller Shade Factory
1 Brooklyn Navy Yard
Building 33, Suite 201B
Brooklyn, NY 11205
United States

Email: sales@rollershadefactory.com
Website: https://rollershadefactory.com