Shipping policy
Last updated: May 28, 2026
This Shipping Policy describes how ROLL SNC di Pini Sergio & C. ships products to business customers worldwide. It complements our Terms of Service and our Refund Policy. In case of conflict, the specific terms agreed in writing in the order confirmation or in a signed supply contract prevail over this Policy.
ROLL ships industrial packaging products from its operations and warehouse facility located at Via Roma 55, 20010 Bernate Ticino (MI), Italy.
Countries We Ship To
ROLL ships to over 30 countries worldwide. The main destinations include:
European Union and EFTA — All EU member states, United Kingdom, Switzerland, Norway, Iceland.
North America — United States of America, Canada, Mexico.
South America — Brazil, Argentina, Chile, Colombia, and other countries on request.
Asia — China, India, Japan, South Korea, Vietnam, Thailand, Indonesia, Turkey, United Arab Emirates, and other countries on request.
Oceania — Australia, New Zealand.
Africa — Egypt, Morocco, South Africa, and other countries on request.
For destinations not listed above, please contact our sales team at sales@roll-packaging.com to confirm availability and shipping conditions.
Shipping Terms (Incoterms 2020)
ROLL operates under standard international commerce rules, applying Incoterms 2020 as published by the International Chamber of Commerce. The default shipping condition is:
DAP — Delivered at Place (Incoterms 2020)
Under DAP, ROLL arranges and pays for transport to the agreed delivery address at destination. The price of transport is included in the invoice. The customer is responsible for:
Unloading at destination — provision of suitable equipment (forklift, crane) and personnel for unloading at the delivery point.
Import customs clearance — payment of import duties, taxes, VAT at importation, and any customs broker fees applicable in the destination country.
Local taxes — any local taxes or charges levied at destination.
Alternative Incoterms — for specific shipments or by commercial agreement, ROLL may apply different Incoterms, including:
EXW (Ex Works) — the customer collects goods from the ROLL warehouse and arranges all transport, customs, and insurance.
FCA (Free Carrier) — ROLL hands over goods to a carrier nominated by the customer at the ROLL warehouse or at another agreed location.
CPT / CIP (Carriage Paid To / Carriage and Insurance Paid To) — ROLL pays for carriage (and insurance, in the case of CIP) to a named destination, but risk transfers to the customer when goods are handed over to the first carrier.
The applicable Incoterm is confirmed in the order confirmation and on the invoice. If you require a specific Incoterm different from the default DAP, please specify this at the time of order or quote request.
Shipping Costs
Shipping costs depend on multiple factors: destination country, weight and volume of the shipment, carrier service level, urgency, and Incoterm. For this reason, ROLL does not publish fixed shipping rates.
For each order, the applicable shipping cost is:
Stated in the formal quote, when the order originates from a quote request.
Calculated and shown at checkout, for orders placed directly through the online store.
Confirmed in the order confirmation issued by ROLL.
For first-time customers or for large shipments to distant destinations, we recommend requesting a formal quote at sales@roll-packaging.com before placing the order.
Promotional offers, free shipping thresholds, or special commercial conditions, when applicable, are notified individually to the customer and stated explicitly in the relevant quote or commercial offer.
Lead Times
ROLL does not publish standard lead times, because actual production and shipping times depend on multiple variables: type of product (standard or custom), quantity ordered, current production load, raw material availability, and destination.
The estimated lead time for each order is:
Confirmed in writing in the order confirmation issued by ROLL, after order acceptance.
Indicated in the formal quote, when the order originates from a quote request.
Typical lead time ranges:
Standard catalog products — generally between 1 and 4 weeks from order confirmation, depending on stock availability and production schedule.
Custom or made-to-order products — generally between 4 and 10 weeks from order confirmation and from receipt of any required technical specifications.
Industrial machinery (such as RECYCLO) — lead times are defined in the specific supply contract signed at the time of purchase and typically range between 10 and 20 weeks.
All lead times are estimates only and are not contractually binding unless expressly confirmed in writing. ROLL is not liable for delays caused by carriers, customs, or events beyond its reasonable control (see Force Majeure in our Terms of Service).
Carriers and Transport Methods
ROLL works with established international carriers and freight forwarders, selected on a case-by-case basis according to the destination, urgency, and size of the shipment.
Standard transport methods:
Road freight — for shipments within Europe and to neighbouring countries.
Sea freight (LCL or FCL) — for intercontinental shipments to North America, South America, Asia, Oceania, and Africa. Standard for shipments above approximately 2 cubic metres or 1,000 kg.
Air freight — for urgent shipments, samples, or low-volume high-priority orders. Available on request and quoted separately.
Express courier — for samples, documentation, and small accessories (typically DHL, UPS, FedEx, TNT, GLS).
The choice of carrier and transport method is made by ROLL based on the destination, size, and urgency of each shipment, unless the customer specifies a preference at the time of order. The carrier name and tracking information, when available, are communicated to the customer at the time of shipment.
Customs Documentation (Extra-EU Shipments)
For shipments outside the European Union, ROLL prepares all customs documentation required for export, including:
Commercial invoice with full product description, HS codes, country of origin (Italy), and shipment value.
Packing list with weights, dimensions, and packaging details.
Certificate of origin, where required by the destination country.
EUR.1 / EUR-MED certificate, where applicable for preferential customs treatment under EU trade agreements.
Phytosanitary certificate — not applicable to ROLL plastic and cardboard products, as they are exempt from ISPM-15 wooden packaging requirements. This is a structural advantage of ROLL products over traditional wooden packaging in international logistics.
Other certificates — on request, ROLL can provide additional documentation such as material safety data sheets (MSDS), CE declarations for machinery, or REACH compliance statements.
Import duties, taxes, and customs broker fees in the destination country are the responsibility of the customer (under DAP and most other Incoterms). For US shipments above 2,500 USD, an Importer Number (EIN) is required at customs clearance and must be provided by the customer.
Packaging
ROLL packages all shipments to ensure protection during international transport. Standard packaging methods include:
Stacked and strapped on EUR pallets (800×1200 mm or 1200×1000 mm), wrapped in stretch film.
Cardboard boxes or wooden crates for smaller items, samples, and accessories.
Custom industrial crating for fragile machinery, fully treated and ISPM-15 compliant where applicable.
ROLL does not normally use wooden packaging for its own products (the philosophy of our company is to replace wood with plastic and cardboard alternatives). However, for selected shipments where additional structural protection is required, ISPM-15 compliant wooden crating may be used.
Inspection on Delivery and Damage Claims
The customer is required to inspect goods upon delivery, in the presence of the carrier where possible. Any visible damage to the packaging or to the goods must be:
Noted on the carrier's delivery note (CMR for European road freight, bill of lading for sea freight, AWB for air freight) before signing for receipt. Signing without reservation may compromise the ability to claim damages from the carrier and from the insurance.
Reported to ROLL by email at info@roll-packaging.com within 8 days from delivery, with the order number, photographs of the damage, and a description of the issue.
Hidden defects (defects not visible at delivery but discovered later) must be reported within 8 days from discovery and in any case within 1 year from delivery, as provided in Article 1495 of the Italian Civil Code and in our Refund Policy.
Risk of Loss and Insurance
Under DAP and most Incoterms applied by ROLL, the risk of loss or damage transfers from ROLL to the customer at the moment of delivery to the agreed destination. Until that moment, ROLL bears the risk.
Standard transport coverage is included in the shipping cost. For shipments of high value, fragile machinery, or destinations with elevated transit risk, ROLL recommends that the customer requests additional cargo insurance, which can be arranged on request and quoted separately.
Force Majeure
ROLL is not liable for delays or failures in shipping caused by events beyond its reasonable control, including natural disasters, fires, floods, strikes, port closures, customs delays, pandemics, war, civil unrest, government measures, or other extraordinary events affecting suppliers, carriers, or transport infrastructure.
In a force majeure event, ROLL informs the customer in writing as soon as reasonably possible and uses commercially reasonable efforts to minimise the impact and resume normal operations.
Contact for Shipping Inquiries
For shipping-related questions before placing an order, contact our sales team:
Email: sales@roll-packaging.com
Contact: Luca Vendramin
For shipping status, tracking, or delivery issues on existing orders:
Email: info@roll-packaging.com
Contact: Andrea Fortes (warehouse and shipping)
Phone: +39 339 208 2301
For formal complaints or claims related to shipping damage, you may also use the certified email (PEC): roll.snc@pec.it