FAQ

Where does ROOROO ship?

Our shipping fleet is currently limited to the USA and Canada, but don't worry - we'll keep your packages safe and sound until we can explore the rest of the world with them!

How long does shipping take?

First things first, we ship orders Monday through Friday (sorry, federal holidays!), and please allow 1-2 business days for us to process your order before it's on its way. We promise not to put your package on the back of a snail. 

If you're in the contiguous US, our FedEx Ground Shipping option will get your items to you in a speedy 4-7 business days. Need it even faster? We offer expedited options for US orders only.

For our international friends, shipping times vary based on the country and can take between 7-21 business days. And if you're in Hawaii, Alaska, or Puerto Rico, please keep in mind that it might take a little longer to receive your package.

Just one thing to note - if you're shipping to a P.O. Box, it can take an additional 2-3 weeks to arrive. But don't worry, we promise it's worth the wait!

How much does shipping cost? 

If you're in the contiguous US and spending over $75 (woohoo!), we've got you covered with free FedEx Ground Shipping. For those of you who need your items sooner, we offer expedited options at checkout to get your package in your hands ASAP. For our international friends, shipping costs vary based on the weight of your order and the country it's being shipped to. And hey, we know customs can be a headache, so we include taxes and duties at checkout so you don't have to worry about any surprise charges.

What if my order has been marked as delivered, but I have not received it?

Uh oh, it looks like your package might have gone on a little adventure of its own! While we can't take responsibility for any missing or stolen orders, we're always here to help in any way we can. 

First of all, let's make sure your package isn't just playing hide-and-seek. Check around your doorstep or with a neighbor, roommate, or friendly relative who may have snagged your delivery.

If your package is still missing, let's make sure we have the correct shipping address. Double-check the shipping information on your order confirmation to ensure it was sent to the right place.

Sometimes shipping carriers mark items as delivered a few days early, just to keep us on our toes. So, hang tight and give it an extra 3 business days from the date of delivery to see if it pops up.

If your package still hasn't shown up, don't sweat it. Just shoot us an email at info@roorooshop.com with your order number, and we'll be happy to lend a hand in tracking it down.

What is your Return & Exchange policy?

RETURNS

• We gladly accept returns for full priced items within 21 days of your order date. Just a friendly heads-up: customers are responsible for the return shipping costs.
• While we can't be held responsible for any shipping hiccups during transit, we've got your back with a little advice: consider getting shipping insurance for that extra layer of peace and comfort.
• For us to accept your return, your merchandise has to be in tip-top shape. That means it can't be worn, opened, used, altered, or washed. We trust that you understand why we can't take back merchandise that's been through the wringer.
• Keep those tags attached - we love to see our merchandise looking its best, so make sure to return it with all the original tags and seals attached, and in its original packaging. We understand that accidents happen, but if you return merchandise without its security tag or with a damaged one, we might have to delay your refund. And nobody wants that!
• We know shipping and handling charges can add up, but unfortunately, we can't refund those. And if you send us a package that requires us to pay for it upon arrival, we might have to deny it or deduct the cost from your return.
• Final Sale items are just too good to let go - unfortunately, they can't be returned. But we're sure you'll love them just as much as we do!
• Once your return is received and inspected we will send you an email to notify you that we have received your returned item and on the approval status your refund. 
• As soon as your return gets the thumbs up, we'll work our magic and process your refund, automatically crediting it back to your original payment method.  Please allow up to 5 business days for your return to be processed.
• We're keeping an eye on things - our team monitors account activity, but don't worry, we won't refuse your transaction just because you're a return enthusiast!
• So go ahead and shop with confidence - we've got your back if anything isn't quite right!

EXCHANGES

• While we don't do merchandise exchanges, the quickest way to make sure you get exactly what you're looking for is to simply place a second order. Don't sweat the return process either - as soon as we get your return, we'll credit your account so you can keep shopping with ease and confidence.

How do I request a return?

1. Start your return online: Click HERE to begin the return process within 21 days  of your order date.
2. Pack up your items: Remember to include all packaging with your return.
3. Drop off your package: Select your preferred return method (print your label or download a QR code) and send the items back to us.

I’m looking for an item. Can you let me know if it’s available?

We'd love to assist you! Please email us at info@roorooshop.com

Can I modify or cancel my order?

Uh-oh! Accidentally clicked that "Submit Order" button before you were ready? No worries, we've got your back! Just hustle on over to your email and shoot us a message pronto at info@roorooshop.com. You've got a solid hour from the time you clicked that button to let us know what's up. We'll do our absolute best to assist you and get things sorted out smoothly. 

I didn’t receive a confirmation email, did my order go through?

Just a friendly heads-up: order confirmations can sometimes take a detour and end up chilling in the email spam zone. But as long as you snagged an order number during checkout, consider your order locked.  Make sure to save your order number for your records.

Can I change the address that my order is shipped? 

We apologize for the inconvenience, but our shipping charms are set to deliver to the customer's billing address only. We can't reroute packages to a new address. So make sure to double-check your billing address during checkout to ensure a smooth delivery journey. Happy shopping!

Unable to locate shipment.

If the shipment tracking says "Delivered," but you can't find your package, we're sorry for the inconvenience. However, we can't take responsibility if it's lost or stolen. We recommend reaching out to the carrier for assistance. Thanks for understanding!