Frequently Asked Questions
Last updated: June 9, 2026
Ordering & Payment
Q: Where is your business located?
A: Rothmere is a brand of Jordan Global LLC, a U.S. company registered in Wyoming. Our business address is on every page of this site, including the Contact page.
Q: What payment methods do you accept?
A: Visa, Mastercard, American Express, Discover, Apple Pay, Google Pay, Shop Pay, and PayPal. All payments are processed through Shopify Payments and PayPal — we do not store your card data ourselves.
Q: When will my card be charged?
A: Your payment method is authorized when you submit your order, and the charge is captured (funds withdrawn) within 24 hours. The charge will appear on your statement as "ROTHMERE" or "ROTHMERE.CO".
Q: Are prices in U.S. dollars?
A: Yes. All prices on rothmere.co are displayed and charged in USD. The total at checkout is the total you pay.
Q: Do I need an account to order?
A: No. You can check out as a guest. Creating an account makes future orders faster and lets you track your order history.
Shipping & Delivery
Q: Where do you ship from?
A: We ship from our overseas fulfillment warehouse. Your order travels by air freight to the United States, where it clears customs and is delivered to you by a standard U.S. carrier (USPS, UPS, or FedEx, depending on destination).
Q: How long does shipping take?
A: Total delivery is 7 to 15 business days from the date you place your order. This includes:
- 1–3 business days processing (preparing your order)
- 6–12 business days in transit (air freight + customs + U.S. last-mile delivery)
We do not offer expedited shipping at this time.
Q: Why does shipping take 7–15 days?
A: Because we ship from overseas, your order travels farther than a product shipped from a U.S. warehouse. We have chosen this model because it lets us offer better prices than brands that hold expensive U.S. inventory. The trade-off is a longer delivery window — one we name plainly so you can plan accordingly.
Q: Will I have to pay customs or import fees?
A: No. We handle all customs duties and import fees on your behalf. The price you pay at checkout is the price you pay in full — no surprise charges at delivery.
Q: How do I track my order?
A: Once your order ships, you will receive a shipping confirmation email with a tracking number and a link to follow your package end-to-end. You can also track from your order page at rothmere.co/pages/track-your-order.
Q: Where do you ship to?
A: We currently ship to all 50 U.S. states. We do not yet ship internationally.
Q: How much does shipping cost?
A: Shipping cost is calculated at checkout based on your order value and destination. Qualifying orders receive free shipping; the threshold is shown at checkout.
Q: My tracking has not updated in several days. Is something wrong?
A: Tracking events can pause for several days during the international transit portion of the journey — this is normal. If 5 or more days pass without a tracking update, write to us at support@rothmere.co with your order number and we will investigate with the carrier.
Q: What if my order has not arrived after 15 business days?
A: Write to support@rothmere.co with your order number. We will open a trace with the carrier and respond by the end of the next business day with either an updated tracking event or a replacement shipped at our expense.
Returns & Refunds
Q: What is your return policy?
A: You can return any item within 30 days of delivery for a refund. Full details are at rothmere.co/pages/return-policy.
Q: How do I start a return?
A: Email support@rothmere.co with the subject "Return Request — Order #[number]". We will reply within one business day with a return shipping label and instructions.
Q: Who pays for return shipping?
A: The customer pays return shipping for non-defective items. If the item arrived damaged, defective, or was sent in error, we cover all return shipping costs.
Q: When will I receive my refund?
A: We process refunds within 5 business days of receiving the returned item in good condition. Once issued, the refund reflects on your statement within 5–10 additional business days, depending on your card issuer.
Q: Can I exchange instead of returning?
A: Yes. Write to support@rothmere.co with what you have and what you would like instead. We will coordinate the swap if the replacement is in stock.
Q: What if my order arrives damaged?
A: Write to us immediately at support@rothmere.co with photos of the damage and your order number. We will send a replacement on expedited shipping at no cost to you. You do not need to ship the damaged item back.
Product Questions
Q: Are the products on rothmere.co authentic?
A: Yes. Every product listed is sourced through our verified supplier network and shipped from our fulfillment warehouse.
Q: Where are your products made?
A: Manufacturing details for each product are listed in the product description, including country of origin and primary materials.
Q: Is there a warranty?
A: Every product carries a manufacturer's warranty as described on the product page. We additionally back every order with our own 30-day return policy.
Q: Do you restock items that sell out?
A: Most items, yes. Sign up for restock notifications on the product page, or email us at support@rothmere.co.
Q: Will my product look exactly like the photos?
A: Product photos are taken under studio lighting and may differ slightly in color reproduction depending on your screen calibration. Dimensions, materials, and features match exactly what is described.
Customer Service
Q: How do I contact you?
A: Email support@rothmere.co. We read every email and reply within one business day, every business day.
Q: Do you have a phone number?
A: Yes — listed on our Contact page. Email is generally faster for non-urgent issues, because we can document the exchange and reference your order number directly.
Q: What are your support hours?
A: Monday–Friday, 9:00 AM to 5:00 PM Eastern Time. Outside these hours, email us — we'll respond by the next business day.
Q: I have a question not answered here.
A: Email support@rothmere.co. We will add the answer to this FAQ if it is one others might be asking.
Operated by Jordan Global LLC
30 N Gould St, Ste R, Sheridan, WY 82801, USA
support@rothmere.co · rothmere.co