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FAQs


Try using the categories below for a quick help:


GENERAL


For those living in Utah + Idaho who are interested in avoiding shipping costs simply select the STOREPICKUP shipping option at checkout. This will ensure your order is sent to our store front in Logan, Utah for pickup. Orders typically take one business day to arrive at our store. Once the order is ready you will receive a phone call/email notifying you that the order is waiting for you.

IMPORTANT: To receive a phone call when your order is ready, you will need to enter your phone number during checkout!

RETURNS/EXCHANGES


Please follow the instructions found here: www.ROOLEE.com/pages/return-policy

Because of the rate at which items sell out we do not offer online exchanges. If you need a different size or style please return the item you want to exchange and then place a new order for the item/size you would like instead. Exchanges are however accepted in person at our store location for purchases made online or in the store.

We can safely refund the original card, as banks will reroute the refund on their end. If the card is expired or cancelled, your new card will be credited with the refund. In the rare case that you don't have a new card, the bank will usually send the refund to your bank account.

In the worst case, the bank won’t know what to do, and will send the refund back to us, at which point we’ll contact you via email to ask how you would like the refund handled.

Customers have 30 days after purchasing an item to start the return process. After that the window will expire and items will be marked as unreturnable. If this occurs and you believe there are special circumstances, please Contact Us!

Yes! Unless the item is marked *Final Sale*. If an item does not have this term listed on your order it is eligible to return within 30 days of purchasing your item.

If you notice any damage or defect on your item start the return process and when prompted to select a return reason, please select Faulty-Damaged. This will notify our customer service team about the issue. They will reach out to you within 1-2 business days to get you taken care of.

Absolutely not! Exceptions can be made in instances such as this where our fulfillment service takes longer than usual to deliver your package. If you can’t start your return through our website, simply Contact Us and we’ll be happy to help!

Yes! We keep a record of any gift card that is issued as store credit and can resend or recreate the code as needed, simply Contact Us.

If you receive an incorrect item start the return process on our website and when prompted to select a return reason, please select Received Wrong Item. This will notify our customer service team about the issue. They will reach out to you within 1-2 business days to get you taken care of.

Monday, Tuesday, Wednesday, Thursday and Friday are considered business days. Excluding all Holidays that may land on the days listed above.

SHIPPING


ROOLEE is committed to processing orders promptly and we do our best to ship in-stock items within 1-3 business days after an order is placed. U.S orders will take an additional 2-6 business days for delivery based on location. The Black Friday rush + other sales may delay this process as we do our best to fulfill higher order volumes.

If you have not yet received an email stating that your order has shipped, please email contact@roolee.com immediately using the Subject: "URGENT ADDRESS CHANGE" and include your order number + correct shipping address in the body of the email.

If you have already received an email stating that your order has shipped please click the tracking number in the email to see what courier was used to ship the package. Then please call your local office of said courier, give them your tracking number and let them know the correct address of where you would like the package delivered.

Yes, ROOLEE ships out international packages as duties and taxes unpaid. We do not collect duties and/or taxes. Additionally, we cannot determine what the charges may be if any. We recommend contacting your local customs office regarding your country's custom policies before placing an order.

Local post offices may charge the recipient duty, taxes, and/or brokerage fees at time of delivery in the local currency. The recipient is responsible for all duties, taxes, and customs fees of the package.

Shipping time and estimated delivery dates can vary based on a number of factors including location and package size. If you can't find your package we recommend contacting your local customs office as most packages that aren't delivered are held there.

YOUR ORDER


First please add contact@roolee.com to your email address book + check your spam/junk folder for the confirmation email. If you still don't see the order confirmation, the email address entered at checkout may have been entered incorrectly. Please email us at contact@roolee.com and tell us the email address where you would like the order confirmation sent + we will check and see if for some reason the order didn't go through or if the email address was simply entered incorrectly at checkout.

Purchases that are not processed due to a credit card declining because of credit limit, invalid zip code or invalid CVC number may still show up on your account as a pending charge. This charge however should drop off your account within a couple of days before any money is taken out of your account.

Claims for damaged or faulty items must be reported within 15 days of receiving your items to ensure proper credit. Please email a picture of the damaged or faulty items to contact@roolee.com and our returns department will assist you further.

Due to the fact that we can't verify if the item washing instructions were followed; once an item has been washed it is considered *FINAL SALE* + is ineligible to return for a refund. We recommend checking all items for specific washing instructions (hand-wash items should be washed by hand, never machine washed) before washing.

REFUNDS


You will receive the funds from the refund in your account approximately 5–10 business days after the date on which the refund is initiated. (This is an aspect of how the banking system works.)

Note that refunds may appear in the form of a reversal. In the case of a reversal, the original payment will drop off of your bank statement, and a separate credit is not issued.

CONCERNS


Please let us know how we can help! Contact us HERE with any questions.

We recommend contacting your local authorities immediately. ROOLEE is not responsible for stolen packages.

COLLABORATIONS


Yes please follow the link and fill out a collaboration request and our collaboration team will be in contact. www.ROOLEE.com/pages/collaborate

questions?

IF YOU HAVE A QUESTION ABOUT RETURNS PLEASE CONTACT US