Free Shipping on U.S. Orders Over $100

cart icon

FAQs


Use the categories below for quick answers to common questions:

General


Our Customer Service team is available from 8am-5pm MDT via the following contact methods: 

  • Phone: (435) 535-3191
  • Online Chat Service (bottom, left-hand side of website)
  • Email: contact@roolee.com

You can expect a response in a maximum of 2 business days. If you are expecting an email from us, we recommend checking your junk, spam, or promotions folders!

Yes! During the checkout process under 'Delivery Method', select ‘Pick Up’ to pick your order up at our store instead of having it shipped to you! Pickup orders are typically available within 1 business day after you place the order. 

*In-Store Pickup is currently only available at our Logan, UT, store.

Shop Pay gives you the option to pay in full at checkout, or to pay for your order over time. Simply select the option at checkout + follow the steps! You will only be able to select the Shop Pay option if your order is $50 or more.

Yes! If you want to be notified if/when we get a specific item restocked, head to the product online and it will say, "Join Restock Waitlist Here" when you click on the out-of-stock size. It will then ask you to enter your email so we can let you know when that item is back in stock!

All of our gift cards come in the form of online credit. When you purchase an e-gift card, it will be sent to the email the order was placed under. Need it to go to a friend? Forward the email or print out the code to include it in a card for a gift!

If you do not see it in your inbox, we recommend searching your junk, spam, and promotions folders. If you are still not finding it, feel free to Contact Us!

Returns/exchanges


We have a couple of different return methods for you! Explore these options here, or jump to starting our simple returns process here

We offer free exchanges for the same item in a different size or color! To access this feature, please follow the simple exchange process found here.

*Please note that returns and exchanges must be postmarked within 30 days from when your order was placed.

Claims for damaged or faulty items must be reported within 30 days of when the order was placed to ensure proper credit. Note these items must be unwashed, unworn, and have tags still attached. Please first take a picture of the whole item and a close-up of the damaged area, and then email our Customer Service team at contact@roolee.com with a brief description of the damage.

Claims for wrong items or issues with your order must be reported within 30 days of when the order was placed to ensure proper credit. Please take a picture of the item you received, showing it is unworn + unused with tags attached, and email our Customer Service team at contact@roolee.com.

Absolutely! You are welcome to return your item(s) to any of our store locations. Please note that we cannot exchange items in the store. To ensure a free exchange, it must be done through the returns portal.

Shipping


ROOLEE is committed to processing orders promptly and we do our best to ship within 1-3 business days after an order is placed! Some sale periods can extend this timeframe by a few days. 

U.S. orders take an additional 1-8 business days for delivery based on location.

International orders take an additional 8-20 business days for delivery based on location.

Please email contact@roolee.com immediately using the Subject: "Urgent: Address Change". Be sure to include your order number and correct shipping address in the body of the email.

Yes! All packages are shipped with duties and taxes unpaid. These charges may or may not apply to your package. If you are unaware of the custom or tax charges, we recommend you contact your local customs office before you purchase an order with us. Shipping costs vary depending on package size and location.

First, be sure to check around your porch, with neighbors, and contact your package carrier with your tracking number. Unless you have purchased Shipping Protection, ROOLEE is not responsible for any lost merchandise. We still advise you to reach out to our Customer Service team as they will do everything they can to assist with the recovery of your package. Learn more about Shipping Protection here!

Absolutely! When you are checking out, there will be different shipping options under the "Shipping Method" section. The cost will vary depending on the shipping speed and weight of your package. 

If you have already placed your order and would now like to expedite your package, feel free to call us at (435) 535-3191 extension 1!

We currently offer free shipping to the lower 48 states for purchases with a subtotal of $100 or more!

Shipping Protection is an affordable guarantee that if your package is lost or damaged during transit or stolen, you will be fully compensated. Find more information here!

Shipping Protection is an elective protection shown in your cart summary to ensure that if your package is ever lost or damaged, you can be compensated. If you do not want to keep the Shipping Protection, you're welcome to remove it by deselecting the checkmark before checking out.

The price of Shipping Protection is calculated based on the subtotal of your order. Once your order has shipped, the insurance will be activated on your package, thus making it non-refundable.

My order


Yes! We can cancel your whole order, or just specific items in your order as long as it has not shipped. Please email contact@roolee.com using the Subject: "URGENT: Cancel Order" and include your order number. Please note that we are unable to cancel or alter orders once they have been shipped.

We are unable to price-adjust orders placed outside of the sale period. If you have any specific questions regarding our policy, you’re welcome to contact us!

First, check your spam/junk/promotions folder. 

If you still don't see the confirmation email, the email address entered at checkout may have been entered incorrectly or the order was unsuccessful. Please email us at contact@roolee.com for help!

When you click ‘Complete’ in the checkout process, an authorization is placed on your card while we attempt to verify the card information. If the card or order fails, the pending hold is immediately released! It may take a few business days for your bank to reflect this on your end. If you have concerns, feel free to Contact Us!

Club roolee


Club ROOLEE is a way for us to give back to our most valuable customers. It’s FREE and easy to use! You’ll earn Rooward points for every dollar you spend and can cash them in for some sweet rewards. The more you spend, the more you save!

Click the Roowards button on the bottom left-hand of the screen and select “Join the Club”. An email will then be sent to you to activate your account. Once your account is active, you’ll start earning points with every purchase!

Roowards Points expire after 180 days of inactivity. Don’t worry, we will give you a few reminders before your points expire!

If you have misplaced the reward code, please Contact Us for help.

On the bottom left-hand side of the site click the button "CR Roowards" and sign in. Click the “CR Roowards” button again and select "Ways to redeem". Click on the reward you would like to use and select “Redeem”. A reward code should show on the screen! Copy and paste this code into the discount code bar at checkout or click "Apply". 

If you redeem a reward but don’t use it right away, you can find the code by clicking the CR Roowards widget, and select ‘Your Rewards’.

In order to receive birthday points, you must be at least on the ‘Trend Setter’ tier and enter your birthday at least 30 days in advance. 

To enter your birthday, click "Ways to earn" in the CR Roowards widget on the bottom, left-hand side of the page. If you’re in a participating tier, you will see an option to “Edit Date”. You should now start receiving your birthday points!

questions?

IF YOU HAVE A QUESTION ABOUT RETURNS PLEASE CONTACT US