FAQ
Frequently Asked Questions
How can I place an order?
Orders can be placed online at www.shoyoroll.com.
What forms of payment do you accept?
MasterCard, Visa, American Express, Discover, Diners, JCB and PayPal
How can I get in contact with Shoyoroll?
You can email us at info@shoyoroll.com, or by calling us at (562) 676-4037.
What is my size in Shoyoroll Kimonos?
Below is a general size chart for our kimonos. Please note that our kimonos fit a little bigger than most brands to help compensate for future shrinkage. Our kimonos also come pre-shrunk, however, since the fabric is made of cotton there is always extra shrinkage regardless during the wash and dry cycle.
What size should I pick if I'm at bottom of the size chart for my body type and weight?
Since our gis run a little bigger, we usually recommend that you go down a size if you like your gi to be on the fitted side. Some people prefer to have their gi more on the loose side and in that case, we suggest to refer to the size chart.
Disclaimer: Fit is very important to us and making sure people get in the right size is our #1 goal. We give each customer our best opinion on what size we think he/she may be, with the details provided to us by a customer. There are always factors of different body types that we sometimes cannot account for in each recommendation. If you have any sizing questions, please email us at info@shoyoroll.com. Be sure to include your weight and height, along with any other brands you currently use.
How much do Shoyoroll kimonos shrink?
Depending on how you care for and dry your kimono, we estimate there is at about a 1-3 inch shrink factor on all white gis and 1-2 inch shrinkage for black or blue gis.
What is my size in the Fitted Training No-Gi Shorts/Shorts?
If you prefer a loose fit, please choose a size up.
XS: 28" - 30" Waist
S: 30" - 32" Waist
M: 32" - 34" Waist
L: 34" - 36" Waist
XL: 36" - 38" Waist
2XL: 38" - 40" Waist
3XL: 40" - 42" Waist
When will my order ship?
If you place an order before 2:00 PM, PST (excludes weekends and holidays), your order will usually be shipped on the same day (excludes Pre-sale/Pre-order items), unless otherwise stated. Courier transit time is in addition to the order processing time stated above. Orders placed on weekends and holidays will start processing on the next business day.
*** NOTE: This ONLY applies to general apparel items that are in stock. Kimonos and special releases are EXCLUDED. Kimono releases will ship within the estimated time given in the details of the product description.
Where do you ship?
We ship to most countries.
What shipping options do you offer?
For customers located in the 48 contiguous states, we offer shipping via FedEx Ground, Ground Home, FedEx 2-Day & USPS Priority Express Mail.
USPS Priority Mail will be available to customers located in Alaska, Hawaii, US Territories, APO/FPO/DPO and international countries.
Please be advised, shipping options do not guarantee a delivery date, it’s based solely on an estimated time of delivery. Tracking and insurance provided. Signature option is not available. Package will be left at door step if customer is not available to accept the package. If you would like a guaranteed delivery date, please choose either USPS Priority Express 1-Day or FedEx 2-Day.
48 Contiguous States
FedEx Ground/Home Ground: Estimated delivery within 5-7 business days (excludes weekends and holidays) after it has shipped.
FedEx 2-Day: After order has been processed and shipped, delivery is guaranteed in 2 business days (excludes weekends and holidays). Rural destinations may require an extra day in transit.
HAWAII & ALASKA
USPS Priority Mail: Estimated transit time is 3-7 business days, but does not provide a guaranteed delivery date. Delivery confirmation number is provided when available. Carrier insurance is not provided. Signature option is not available. Package will be left at door step if customer is not available to accept the package.
GUAM, PUERTO RICO, US VIRGIN ISLANDS, APO/FPO MILITARY ADDRESSES
USPS Priority Mail: Estimated transit time is 7-10 business days, but does not provide a guaranteed delivery date. Delivery confirmation number is provided when available. Carrier insurance is not provided. Signature option is not available. Package will be left at door step if customer is not available to accept the package.
CANADA & COUNTRIES OUTSIDE OF THE US
USPS International Priority Mail: Estimated transit time is 7-10 business days, but does not provide a guaranteed delivery date. Delivery confirmation number is provided when available. Carrier insurance is not provided. Signature option is not available. Package will be left at door step if customer is not available to accept the package.
USPS International Express Mail: Estimated transit time is 3-5 business days, but does not provide a guaranteed delivery date. Delivery confirmation number is provided when available. Signature option is not available. Package will be left at door step if customer is not available to accept the package.
Fedex International Economy: Estimated transit time is 3-5 business days, depending on destination, but does guarantee a delivery date. Delivery confirmation number is provided when available. Signature option is not available. Package will be left at door step if customer is not available to accept the package.
Fedex International Priority: Estimated transit time is typically 1-3 business days, depending on destination, but does guarantee a delivery date. Delivery confirmation number is provided when available. Signature option is not available. Package will be left at door step if customer is not available to accept the package.
**Note: All international, US territory and Military destinations will require customs clearance, which can delay delivery. All customers are responsible for taxes and duties incurred on international shipments. For more information regarding taxes and duties, please contact your local customs office. Orders shipped cannot be declared at a lower value or marked as a "gift". All items are declared at retail value purchased.
How can I cancel my order?
In an effort to get orders to our customers hands quicker, we are now processing orders to ship on the same day you make your purchase if your purchase is completed before 2PM, PST (excludes pre-orders). Our process runs pretty quickly, so the time frame in which a customer can cancel an order is extremely short.
To cancel your order before it is shipped, please contact us at (562) 676-4037 or via email at info@shoyoroll.com. We will try our best to accommodate your request. Please reference your order number.
How can I make a change to my order?
Once an order is placed, we cannot accept size or color changes. To make any changes, your order will be canceled and you will be required to reorder within the time frame of the sale being conducted.
Customers who choose the incorrect shipping method or request a change of address will cause a delay in processing an order and/or be subject to cancellation.
Can I combine multiple orders to ship together?
Unfortunately, due to the volume of orders we receive and to prevent processing delays, we cannot combine multiple orders to ship together. Once an order is placed, changes cannot be made.
What happens if I did not receive my order?
If for some reason, you did not receive your order, please contact us at (562) 676-4037 or via email at info@shoyoroll.com. Customers will be responsible for return shipping costs for all refused and undeliverable packages, as well as, packages sent to an incorrect address. In the event a customer would like to reship his/her returned or undeliverable package, customers will be responsible for reshipping charges and applicable fees.
What happens if I did not receive my complete order or my order is damaged?
If you are missing an item(s) or an item is damaged, please contact us immediately at (562) 676-4037 or via email at info@shoyoroll.com. Please do not dispose of the packaging the order came in. You will be required to fill out a claim form, so we can investigate further.
Can I cancel a pre-order item?
If you would like to cancel a pre-order, you must cancel on or before the stated deadline. Because pre-order items are made-to-order items, any cancellations or returns made after the deadline may be subject to a cancellation fee of ten (10%) percent of the purchase price and will be refunded in the form of merchandise credit (no exceptions).
What can cause my order(s) to be modified, placed on hold or canceled?
We reserve the right to refuse any order you place with us. At our discretion, we reserve the right to limit or cancel quantities purchased per person, per household or per order. These restrictions may include orders placed by or under the same customer account, the same name, the same credit card, Paypal account, and/or orders that use the same billing and/or shipping address, or orders using a discount code that is not permitted, or orders placed over the specified purchase limit. In the event we make a change to or cancel an order, we will attempt to notify you by contacting the e-mail and/or billing address/phone number provided at the time the order was made. We reserve the right to limit or prohibit orders that, in our sole judgment, appear to be placed by dealers, resellers or distributors.
RETURN POLICY
**All returns are at the discretion of Shoyoroll and subject to a 10% restocking fee.
If you are unhappy with your purchase, we will gladly assist you with your return and/or exchange. All returns and/or exchanges require a Return Authorization Number (RMA #). Returns and/or exchanges will only be accepted for unwashed, unworn merchandise with original tags and packaging within 30 days of ship date. All returns or exchanges will be at the discretion of Shoyoroll. Any item(s) returned that does not meet the aforementioned criteria, will not be eligible for return and/or exchange (i.e., item appears dirty, smell of cigarette smoke or detergent, covered in animal dander or deodorant marks, have visible signs of wear, etc.). Please visit our RETURNS PAGE to proceed with your return request.
Accessories and special order items are non-returnable.
Once an order has shipped, shipping and handling charges are non-refundable. Returns are processed within 5-10 business days upon receipt of your return. You will receive an email confirmation when your refund has been issued. All returns and exchanges will be at the discretion of Shoyoroll. Returns are subject to a 10% restocking fee.
For returns and exchanges, we highly recommend shipping with insurance coverage and transit tracking. Shoyoroll is not responsible for missing, damaged, or packages lost in transit. Customers are responsible for all return shipping charges, as well as, shipping charges associated with exchanges.
Refused or undeliverable packages are subject to return shipping costs. Return shipping costs vary by shipping method used in the order. If a refused or undeliverable package is assessed a fee because it is returned back to Shoyoroll, the customer will be responsible for any such fees imposed and those fees will be due prior to reshipping of your order OR the cost will be deducted from any refund that is due back to a customer.
Returns and Exchanges are only accepted for purchases made directly from Shoyoroll. We will not accept any claims for returns or exchanges from third parties.
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