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FAQs


Try using the categories below for a quick help:

General


Our Customer Success team is available 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! While on the shipping page in the checkout process, select the ‘Pick Up’ instead of ‘Ship’ to pick your order up at our Logan store location 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.

ShopPay gives shoppers the option to pay for their order in 4 equal, interest-free payments, rather than all at once! Simply select the option at checkout + follow the steps! You will only be able to select the ShopPay option if your order is $50 or more.

Yes! If you want to be notified when/if we get a specific item restocked, head to the product online and it will say, "Notify Me When Available" when you click on the out-of-stock size. It will then ask you to enter your email so we can let you know!

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 Success team at contact@roolee.com with a brief description of the damage.

Claims for wrong items or issues on 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 Success 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 4-12 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 local post office 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 Success team; they will do everything possible 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 on purchases with a subtotal of $100 or more worth of shippable products!

Free shipping will not apply to large home decor items.

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 is calculated based on the subtotal of your order. Once your order has shipped, the insurance has been activated on your package, thus making it non-refundable.

Your order


Yes! We can cancel your whole order, or just specific items off 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.

For customer protection, we are unable to alter the contents of your order. This means we cannot change sizes/colors or add items to your order. 

If your order hasn’t shipped, we can cancel it (or the item) and you can reorder with the correct item, size, and color you are wanting.

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/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!

Roowards Points expire after one year of inactivity. Don’t worry, we will give you a few heads up reminders before your points expire! 

Once your points have been used to redeem a reward, the reward will expire after 6 months if it has not been used. 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 tier level ‘Trend Setter’ 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 on a participating tier, you will see an option to “Edit Date”. You’ll now start receiving your birthday points!

questions?

IF YOU HAVE A QUESTION ABOUT RETURNS PLEASE CONTACT US