Because most ROCO furniture is made specifically for you, delivery isn’t a separate transaction — it is the final stage of the piece we built.

It takes coordination between our workshop, you, and the right logistics partner. This policy explains how production and transit timelines fit together, which delivery methods may be available, how delivery charges are quoted, what to prepare before your furniture arrives, and what to do if something is not right at delivery.

International delivery, available by special request for suitable products and destinations, is covered later in this policy.

HOW ROCO DELIVERY WORKS

Your furniture is built, quality-checked and packed. Once the applicable balance and delivery charges are settled, it is dispatched and transit begins. On arrival, you inspect the furniture and report any concern within the appropriate reporting period so we can assess and resolve it properly.

The production, delivery, installation and other order-specific terms confirmed on your product page, quotation, invoice, contract or written order confirmation form part of your order and should be read together with this policy.

At a Glance

The quick version. Each point is explained in more detail below.

The 48-hour and 7-day periods are initial reporting windows, not the complete furniture warranty.

Made-to-Order Production

Most ROCO furniture is manufactured after you confirm your order and pay the required advance.

Depending on the product, production may involve:

• Material preparation
• Cutting and construction
• Joinery
• Foam preparation
• Upholstery
• Finishing
• Hardware installation
• Assembly
• Curing
• Quality control
• Packaging

Because this work varies considerably between products, ROCO does not apply one fixed production time to every order.

Your estimated production lead time may be confirmed through the:

• Product page
• Quotation
• Invoice
• Contract
• Written order confirmation

The latest order-specific estimate confirmed in writing will ordinarily apply.

Unless confirmed otherwise, the estimated timeline begins once ROCO has received:

• The required advance
• Required dimension approvals
• Material selections
• Colour and finish approvals
• Configuration approvals
• Necessary delivery/access information
• Any customer-supplied material required for production

The production timeline may pause where ROCO is waiting for:

• Customer approval
• Material or colour selection
• Missing site information
• Outstanding payment
• Customer-supplied material
• Another information or decision required to continue production

Changes requested after confirmation may affect both the price and production estimate.

Made-to-order production can also be affected by circumstances such as material availability, supplier interruptions, curing requirements, holidays, seasonal demand, weather and other events outside reasonable control.

Where a material or production delay materially affects the expected timeline, ROCO will make reasonable efforts to communicate an updated estimate.

Production Time and Transit Time

Production and transit are two different stages.

Production time

Production lead time covers the time required to manufacture and prepare your furniture.

Transit time

Transit begins after the furniture has:

• Completed production
• Passed the applicable quality checks
• Been packed
• Had the required balance cleared
• Had approved delivery charges settled
• Been booked with the applicable delivery provider

For example, if an order has a 10–14 day production estimate, that represents workshop production time. Transit is added after the furniture is completed and dispatched.

Customers planning around a specific required date should therefore consider both production and transit.

Quality Control Before Dispatch

Before dispatch, ROCO carries out checks appropriate to the product and its construction.

Depending on the furniture, this may include checking:

• Dimensions
• Materials
• Configuration
• Colour and finish
• Structural stability
• Drawers and doors
• Upholstery and stitching
• Hardware
• Mechanisms
• Surface condition
• Component count
• Packaging

ROCO may provide pre-dispatch photographs or video where practical.

These records can help confirm the product’s condition and configuration before dispatch, but they do not replace the customer’s delivery inspection and do not prevent a customer from reporting an eligible hidden defect later.

Balance Payment Before Dispatch

Unless different written terms have been confirmed, the remaining product balance and approved delivery charges are normally due before dispatch.

ROCO may hold dispatch where:

• The remaining balance is unpaid
• Delivery charges remain unpaid
• Payment verification is pending
• Necessary delivery information is incomplete
• Another agreed dispatch requirement remains outstanding

This may affect the estimated dispatch or delivery date.

For complete payment terms, please review the:

ROCO Advance & Balance Payment Policy

The page URL may remain unchanged even if its displayed policy name is updated.

Delivery Methods

Depending on the furniture and destination, one or more delivery methods may be available.

Exactly what the delivery service includes will be stated in the delivery quotation or order confirmation.

Courier and cargo personnel should not be assumed to provide:

• Assembly
• Upper-floor lifting
• Room placement
• Installation

unless those services were expressly arranged.

Where the customer selects and controls the carrier, any later concern will be assessed according to its actual cause, including whether it relates to:

• Manufacturing
• ROCO packaging
• Loading
• Transportation
• Handling

ROCO’s applicable manufacturing warranty continues to apply to eligible manufacturing defects.

Nationwide Delivery

ROCO delivers furniture to many cities and towns across Pakistan.

Availability depends on:

• Suitable transport service
• Road and route access
• Product size
• Product weight
• Packaging requirements
• Cargo-provider limits
• Distance from the nearest terminal
• Local delivery availability

Some remote or difficult destinations may require:

• Cargo-station collection
• Delivery to the nearest accessible city
• A separate local transporter
• Additional transit time
• Additional handling charges

Where this applies, ROCO will explain the available delivery method before the final delivery arrangement is approved.

Transit Times and Tracking

Transit begins once the order is collected or dispatched.

Transit estimates may depend on:

• Destination
• Logistics provider
• Delivery method
• Route
• Product size
• Shared versus dedicated transport
• Cargo consolidation
• Weather
• Road conditions
• Holidays
• Security restrictions
• Other transport conditions

Transit estimates are not guaranteed delivery appointments unless expressly confirmed in writing.

Where the delivery provider supports tracking, ROCO will provide available consignment or tracking details.

Some local furniture vehicles and cargo services do not provide live tracking. In those cases, available updates may instead be communicated through WhatsApp or phone.

Delivery Charges

Furniture varies significantly in:

• Dimensions
• Weight
• Fragility
• Packed size
• Handling requirements

For this reason, ROCO normally quotes delivery according to the order rather than applying one universal delivery charge.

Delivery pricing may consider:

• Product dimensions and weight
• Number of items
• Packed dimensions
• Destination
• Distance from cargo terminal
• Door delivery versus station collection
• Floor and lift access
• Required labour
• Restricted property access
• Special handling
• Assembly where applicable

The quotation or invoice may state whether the delivery amount is:

• Confirmed
• Estimated
• Payable separately
• To be calculated once final packed dimensions are known

Where a delivery charge must be approved or paid before booking, dispatch will not normally proceed until that has occurred.

A confirmed standard delivery charge will not ordinarily change unless something material changes.

Examples include:

• Delivery-address change
• Incomplete access information
• Additional floors
• Additional labour
• Unsuitable lift access
• Special lifting requirements
• Different requested delivery method
• Express transport
• Product changes affecting packed size
• Additional local delivery for remote locations
• Failed delivery attempts

Where an additional charge becomes necessary, ROCO will communicate it before arranging the affected service.

Your Address and Delivery Scheduling

Please provide accurate:

• Recipient name
• Complete address
• Area/locality
• Active phone number
• Floor
• Lift availability
• Access instructions
• Building restrictions where relevant

Please notify ROCO of any material address or access change before dispatch.

An address change after dispatch may:

• Be unavailable
• Delay delivery
• Require carrier approval
• Create redirection charges
• Create return-transport charges
• Require storage
• Require redelivery charges

ROCO is not responsible for delays caused by materially inaccurate or incomplete delivery information supplied by the customer.

Before delivery, ROCO or the logistics provider may contact the customer to:

• Confirm availability
• Provide an estimated delivery window
• Confirm access
• Arrange labour or handling

Delivery windows remain estimates and can be affected by route, traffic and other operating conditions.

The customer or another authorized adult should be available to receive the order where reasonably possible.

Access, Upper Floors and Handling

Before confirming your order, please consider:

• Entrance dimensions
• Doorway width and height
• Corridor width
• Staircase width
• Staircase turns
• Ceiling clearance
• Lift dimensions
• Lift door size
• Lift weight limit
• Parking/loading restrictions
• Room dimensions
• Building restrictions

For nationwide orders, ROCO may rely on access information provided by the customer.

Where a correctly manufactured piece cannot enter the property because relevant access information was materially inaccurate or incomplete, this is not normally treated as a manufacturing or delivery defect.

Additional costs may apply for:

• Dismantling and reassembly
• Additional carrying
• Upper-floor handling
• Additional workers
• Special lifting
• Crane access
• Balcony access
• Redelivery

Standard delivery does not automatically include unlimited manual carrying to upper floors.

Additional charges may apply where:

• There is no suitable lift
• Furniture cannot fit inside the available lift
• The lift’s weight limit is insufficient
• Long staircase access is required
• Extra labour is needed
• Special equipment is required

For safety, ROCO or the delivery provider may decline a handling method that presents unreasonable risk to:

• People
• Property
• Furniture
• Delivery personnel

and may propose an alternative service at an additional quoted cost.

What Standard Delivery Does Not Include

Unless expressly included in writing, standard delivery does not normally include:

• Wall mounting
• Drilling
• Electrical work
• Plumbing work
• Removing doors or windows
• Building alterations
• Crane or rope lifting
• Disposal of old furniture
• Disposal of packaging
• Moving unrelated household furniture
• On-site carpentry modifications
• Complex installation
• Repeated room-to-room repositioning

Basic placement or assembly is included only where stated in the accepted delivery or installation terms.

Assembly

Depending on the design, dimensions, transport requirements and property access, furniture may arrive:

• Fully assembled
• Partially assembled
• Modular
• Flat-packed
• Knock-down
• In separate components

Where ROCO assembly or installation is included, it should be stated in the quotation, invoice or order confirmation.

Where assembly is not included, customers should not assume that an independent courier or cargo representative is trained or authorized to assemble the furniture.

Damage caused or materially worsened by incorrect or unauthorized third-party assembly may not qualify for warranty coverage to the extent that the assembly caused or contributed to the damage.

A genuine ROCO manufacturing defect remains subject to the applicable warranty terms.

Packaging

Packaging is selected according to the furniture and delivery method.

Depending on the product, this may include:

• Protective wrapping
• Foam
• Corner guards
• Cardboard
• Protective film
• Blanket covering
• Separate component packaging
• Wooden reinforcement
• Crating

Packaging reduces transport risk but cannot guarantee that transit damage will never occur.

When unpacking, please avoid cutting deeply into the packaging with blades or knives, as this may damage:

• Fabric
• Leather
• Leatherette
• Laminate
• Paint
• Polish
• Wood
• Cushioning

Where practical, retain the packaging until your initial delivery inspection has been completed.

Transit Insurance

Standard furniture transportation does not automatically include third-party transit insurance.

A shipment should only be treated as insured where insurance has been expressly confirmed in writing through, for example:

• The invoice
• Delivery quotation
• Order confirmation
• Carrier documentation
• Separate insurance confirmation

Where insurance applies, the insurer’s:

• Coverage limits
• Exclusions
• Reporting deadlines
• Claim procedures

may apply alongside ROCO’s own assessment.

ROCO does not intend to describe a shipment as insured where no verified insurance arrangement exists.

The absence of transit insurance does not prevent the customer from reporting an issue or remove ROCO’s responsibility to assess whether a concern resulted from:

• Manufacturing
• Packaging
• Loading
• A ROCO-appointed delivery arrangement
• Another relevant cause

Inspecting Your Delivery

Where reasonably possible, inspect the furniture when it arrives.

Check:

• Product identity
• Quantity
• Major dimensions/configuration
• Colour/material
• Visible packaging condition
• Visible product condition
• Upholstery
• Glass
• Mirrors
• Marble/stone
• Missing components
• Major alignment concerns

If you notice an issue:

• Photograph the packaging where relevant
• Photograph the complete product
• Take clear close-ups
• Take video where helpful
• Note the issue with the delivery representative where practical
• Contact ROCO within the appropriate reporting period

Signing a delivery document does not automatically remove coverage for a hidden manufacturing defect that could not reasonably have been identified at delivery.

Reporting Windows

Different concerns have different reporting periods.

The 48-hour and 7-day periods are initial reporting windows, not the complete warranty period.

A short video can be useful evidence but is not the only acceptable evidence.

Visible delivery damage reported substantially later than 48 hours can become more difficult to distinguish from damage that occurred after delivery and will therefore be assessed using the available evidence.

Damaged, Incorrect or Incomplete Deliveries

If furniture arrives damaged, incorrect or incomplete, ROCO may review:

• The confirmed order
• Product specifications
• Pre-dispatch records
• Packaging
• Delivery circumstances
• Photographs/video
• Other relevant evidence

Where an eligible concern is confirmed, the appropriate resolution may include:

1. Adjustment
2. Repair
3. Refinishing
4. Replacement hardware
5. Replacement of an affected component
6. Supply of a missing part
7. Order correction
8. Product replacement
9. Refund review where another reasonable solution is not practical

A minor or repairable concern does not automatically require a complete product replacement or cash refund.

Where the issue results from a verified ROCO error or an eligible problem with a delivery arrangement ROCO appointed, ROCO will arrange the appropriate covered resolution under the applicable:

• Returns, Cancellations, Repairs & Refunds Policy
• ROCO Confidence Warranty
• Order-specific terms

If furniture arrives:

• Materially different from the confirmed order
• Unsafe
• Substantially damaged
• Structurally compromised

please contact ROCO promptly.

Where practical, contact us before accepting or refusing the shipment.

If immediate contact is not possible:

• Document the issue clearly
• Note it with the delivery representative where possible
• Avoid using an unsafe product
• Preserve the product
• Preserve relevant packaging
• Contact ROCO as soon as reasonably possible

Before Arranging Third-Party Work or Return Transport

Please do not arrange:

• Third-party repair
• Structural modification
• Dismantling
• Disposal
• Return transportation

before receiving written instructions from ROCO.

Unauthorized work does not automatically cancel all warranty coverage.

However, ROCO may decline coverage for the altered component or for damage reasonably caused or worsened by unauthorized repair, modification, dismantling, transportation or handling.

Unsuccessful Delivery Attempts and Storage

A delivery attempt may be unsuccessful where, for example:

• No authorized recipient is available
• The recipient cannot be contacted
• Entry is refused without an eligible reason
• The address is incorrect
• Access materially differs from what was disclosed
• Required building permission is unavailable
• Required payment remains outstanding
• The location is unsafe for delivery

Where completion fails for a reason outside ROCO’s reasonable control, additional costs may apply for:

• Waiting
• Storage
• Return transportation
• Labour
• Redelivery

Any additional charge should be communicated before the next affected service is arranged.

Where completed furniture cannot be dispatched because the customer:

• Requests a prolonged delay
• Is unavailable
• Has not completed required payment
• Has not provided an accessible delivery location

ROCO may provide a reasonable complimentary holding period where feasible.

After that period, storage charges may apply according to:

• Product size
• Storage duration
• Handling requirements

and will be communicated before they begin.

ROCO cannot guarantee unlimited free storage for completed made-to-order furniture.

International Delivery

International delivery is available by special request and on a case-by-case basis.

It is not a standard service for every product, destination or address.

Feasibility depends on factors including:

• Product construction
• Ability to dismantle/fold safely
• Packed dimensions
• Packed weight
• Destination country
• Carrier acceptance
• Packaging/crating requirements
• Customs requirements
• Final-mile delivery availability

An international shipment is not confirmed until:

1. The furniture has been assessed for suitability
2. A packing/shipping method has been agreed
3. A suitable carrier accepts the shipment
4. The customer approves the final quotation
5. Required payments have been received

International-Ready Furniture

Where practical, ROCO may adapt suitable furniture into:

• Foldable construction
• Knock-down construction
• Flat-packed components
• Detachable modules
• Export-ready packaging

An international-ready version may differ from the standard local version in:

• Construction
• Joinery
• Fittings
• Component count
• Concealed hardware
• Price
• Production time

Any material change to the approved design should be communicated before manufacturing.

Not every furniture design can be safely or economically converted for international shipping.

ROCO may use:

• International couriers
• Air-cargo providers
• Freight forwarders
• Specialist furniture logistics providers
• Another suitable carrier
• A carrier appointed by the customer

The provider depends on factors such as product size, weight, destination, required handling and cost.

ROCO does not control carrier rates, customs procedures or destination-country regulations.

International Costs and Insurance

Unless expressly agreed otherwise in writing, international transport and destination costs are paid by the customer.

These may include:

• Specialized packaging
• Crating
• Courier charges
• Air-cargo charges
• Freight charges
• Dimensional-weight charges
• Handling fees
• Optional transit insurance
• Documentation
• Customs duties
• Import taxes
• Brokerage
• Clearance
• Inspection
• Destination storage
• Local delivery

Freight rates may change before booking because final cost can depend on:

• Packed size
• Actual weight
• Volumetric weight
• Destination
• Carrier availability

The shipment will not normally be booked until the final applicable quotation is approved and paid.

The customer is responsible for confirming that the furniture may legally be imported into the destination country and for supplying information required by customs, carriers or agents.

ROCO will provide reasonable commercial/product documentation where available but does not control:

• Customs inspections
• Duty assessments
• Import approvals
• Clearance times

International shipments are not automatically insured.

Insurance applies only where:

• Available
• Selected/approved by the customer
• Its cost is included in the quotation
• Coverage is confirmed in writing

Where an international carrier or insurer requires damage reporting sooner than ROCO’s standard 48-hour window, the customer should also follow the shorter carrier/insurance deadline.

International Cancellations and Returns

International orders remain made to order and are subject to the Returns, Cancellations, Repairs & Refunds Policy.

Once costs such as the following have been committed:

• Special materials
• Export-ready construction
• Custom packaging
• Crating
• Carrier booking
• Documentation
• Third-party services

a customer-requested cancellation may become restricted or subject to reasonable committed-cost deductions.

Third-party freight, customs, insurance and packaging charges already incurred may also be non-refundable unless they resulted directly from a confirmed ROCO error.

Delivery Delays

ROCO will make reasonable efforts to communicate significant known delays.

A transit delay does not ordinarily create an automatic right to reject correctly manufactured furniture where:

• The furniture was properly manufactured
• It was dispatched within a reasonable period
• The delay arose from transportation or another external factor
• ROCO continues to communicate material developments

Where a shipment becomes:

• Materially delayed
• Lost
• Unable to be completed

ROCO will investigate and propose an appropriate resolution.

Cancellation or refund eligibility will be assessed according to the Returns, Cancellations, Repairs & Refunds Policy and the circumstances of the order.

Delivery Date or Address Changes

Please request delivery-date or address changes before dispatch wherever possible.

ROCO will try to accommodate reasonable requests, but a change may affect:

• Transport booking
• Route
• Delivery charge
• Transit time
• Storage requirements

A move to another:

• City
• Region
• Country

may require a new delivery quotation.

Changes after dispatch depend on carrier approval and may create additional cost.

How This Policy Works With Other ROCO Policies

This Shipping & Delivery Policy should be read together with the other policies relevant to your order.

ROCO Confidence Warranty

Explains eligible manufacturing, material and workmanship defects that arise during the warranty period applicable to the product/component.

Returns, Cancellations, Repairs & Refunds Policy

Explains cancellation treatment, repair-first resolution, replacement, refund eligibility and delivery-related remedies.

Advance & Balance Payment Policy

Explains advance payments, remaining balances, delivery-charge payments and dispatch requirements.

ROCO After-Sales Services

Provides the formal request process for delivery concerns, repairs, warranty claims and other after-sales support.

Where your quotation, invoice, contract or written order confirmation contains product- or order-specific terms, those written terms should be read together with the applicable ROCO policies.

Reporting a Delivery Concern

If something appears wrong at delivery, document the condition as soon as reasonably possible.

Where available, provide:

• Invoice or order number
• Customer name
• Registered phone number
• Product name
• Delivery date
• Delivery location
• Clear description of the concern
• Photograph of the complete product
• Close-up photographs
• Packaging photographs where relevant
• Video where movement or another issue is easier to demonstrate visually

Submit an After-Sales Request →

WhatsApp: +92 317 6965610
Email: info@roco.pk

Visible delivery concerns should normally be reported within 48 hours.

Please do not arrange repair, dismantling, disposal or return transportation before receiving written instructions from ROCO.

Consumer Rights

This policy is intended to explain ROCO’s production, dispatch and delivery procedures clearly and fairly.

Nothing in this policy is intended to exclude or restrict a consumer right that cannot legally be excluded or restricted.

Where a mandatory legal requirement applies and conflicts with a provision of this policy, the mandatory legal requirement takes priority.

Policy Version

The version of this policy and the order-specific terms disclosed when your order was confirmed ordinarily apply to that order.

ROCO may update this policy for future orders to improve:

• Delivery procedures
• Logistics arrangements
• Clarity
• Customer support
• Operational processes

A later website update does not automatically reduce delivery, warranty or other terms already confirmed for an earlier order.

Specific written terms contained in a:

• Quotation
• Invoice
• Contract
• Product-specific confirmation
• Written order confirmation

form part of the applicable order terms.

Made With Care. Delivered With Clarity.

A ROCO order is created for a particular customer, space and specification.

Our responsibility is to manufacture what was agreed, prepare it appropriately, communicate the delivery arrangement clearly and respond fairly when an eligible issue occurs.

The customer’s responsibility is to provide accurate delivery and access information, complete agreed payments, remain reasonably available to receive the order and inspect the furniture when it arrives.

That cooperation allows ROCO to deliver made-to-order furniture safely across Pakistan — and, where feasible, to selected international destinations by special arrangement.