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Roor FAQ

Help Center

Help Center

Simply add as many items as you wish to your shopping cart while browsing our store. Once you want to proceed with the order - do so by going to the cart and clicking "checkout". Accept the terms and conditions. Follow the instructions by providing us with delivery information and select payment method the for goods - we will ship your package within 20-30 business days.

Our support team is always happy to guide you at any step!


You can shop at www.thesmokekulture.com with confidence. We have partnered with Authorize.Net, a leading payment gateway since 1996, to accept credit cards and electronic check payments safely and securely for our customers. You can select your preferred payment method at checkout

The Authorize.Net Payment Gateway manages the complex routing of sensitive customer information through the electronic check and credit card processing networks. See an online payments link to see how it works.

The company adheres to strict industry standards for payment processing, including:

•             128-bit Secure Sockets Layer (SSL) technology for secure Internet Protocol (IP) transactions.

•             Industry leading encryption hardware and software methods and security protocols to protect customer information.

•             Compliance with the Payment Card Industry Data Security Standard (PCI DSS).

For additional information regarding the privacy of your sensitive cardholder data, please read the Authorize.Net Privacy Policy

www.thesmokekulture.com is registered with the Authorize.Net Verified Merchant Seal program. Verify Merchant

Note that shipping address must match credit card billing address for the transaction to be approved. If the card (or other method) cannot be verified, is invalid, or is not otherwise acceptable, your order may be suspended or canceled automatically. 

Purchases made with Credit Cards, Debit Cards require 24-48 batching time for order processing.

Note we do not store any credit card information for security reasons please note that any cancel orders will need to be replaced on the site. 

Shipping destinations:

We ship within the USA

Shipping times: We strive our best to ship your orders as quickly as possible. 

Shipping time might vary depending on location, shipment method and other factors. 

Please note most orders are made to order from the production team. Hand made production time varies. You can be assure an artist is working on your beautiful piece as quickly as possible from time you order. 

In lieu of COVID-19 and local authority ordinances, disruption in the supply chain. orders are being delayed. Your order could take up to three weeks to ship out. If you have not received tracking confirmation on your order within 28 days, please reach out to roorretail@roor.com or the the Contact Us page so that we can assist you! If you have any questions please reach out to us for assistance! We appreciate your patience and understanding while waiting to receive your order.

How to track my order.

You can click on Order Status from the main page from thesmokekulture.com and enter your Order# and the email used at checkout to see order status and carrier tracking information if your order has shipped. 


  • When order lookup displays your order ID# under order status you will see Processing. Please be assure we are working on your order as quickly as possible. 


  • when order status is updated to fulfilled that means your order has shipped or is shipping. You can click on the the link below fulfilled  on order track, directing you to your order summary page with full order detail and  shipping carriers tracking link. 


If you have questions regarding your order status you can reach out from the Contact Us page. please provide order number for faster assistance. Note please allow 24hrs from ship date for the tracking link to update.

Unfortunately we do not ship International only with in the USA where USPS can validate mailing address. 

Your 100% satisfaction is important for us. We offer a 7-days Return & Exchange Policy:

  • If a product gets damaged or was faulty upon a delivery - we offer refund or exchange option
  • Timing: we have a 7-days Return & Exchange Policy, since the day item was delivered.
  • To be eligible for a full return refund, goods must be unopened, unused, undamaged and accompanied by proof of purchase. Any shipping cost are non refundable.
  • For returns, please email roorretail@roor.com with the subject 'Returns' and include your order number, name and the reason for the return. Or submit Contact Us and chose order placed complete required fields providing your order number, if applicable you are able to upload pictures of item in question.
  • Seller will provide the customer with instructions where to send returned goods. Customers are strongly recommended to get proof of postage when returning goods to avoid "lost packages" situations. 
  • Please note that buyer is responsible for shipping costs of returned items. shipping cost will not be reimbursed, and there will be a 15% restocking fee if items shipped and returned to shipper. restocking fee void on cancel orders before they ship.

  • When returned item is received and inspected, customer receives a confirmation email, notifying about the status of the refund.
  • If the returned is approved, then it will be processed and a credit will automatically be applied to customer's credit card of original payment method shortly after.

The Ninety Nine collection are highly quality functional glass pieces that contains a small visual flaw or blemish. Each piece that is deemed as a Ninety Nine piece is marked with the Ninety Nine logo.


All items from the Ninety Nine collection are priced marked down and are final sale. 

Exchanges are contingent subject to Exchange Policy excluding refund option.

Due to COVID19, limited resources we are not taking custom orders at this time. You can email info@roorretail.com to be added to a contact list to be informed when custom work becomes avaialble.