Shipping Protection

Our goal is to ensure that you receive your order in excellent condition; however, we recognize that incidents happen and errors occur during the shipping and delivery process. That is why we offer shipping protection! We hope this process is easy and helpful for you!

Our shipping protection helps us protect you from uncontrollable factors during the shipping process. Orders that qualify for shipping protection will be able to choose this service at checkout! You have the option to remove the shipping protection by de-selecting the check box located on the order summary. Please note; orders that have opted out of shipping protection do not qualify for compensation for any lost, stolen, or damaged packages.

Claims for all damaged, lost, and stolen packages must be reported within 10 business days from when the tracking states "delivered" or from the last time the tracking updated. If the customer wishes to submit a claim, they need to wait 5 business days (which leaves a 5 business day window for us to compensate them). Please note that original shipping charges are ineligible for a refund.

what to do when your order is lost or stolen

  1. For lost or stolen packages, please check your front and back porch, side door, garage area, bushes, and mailbox to ensure the package is not hiding. Ask your neighbors if they might have received it for you.
  2. Please wait 5 business days from when your tracking says delivered before taking action. Our customers have typically seen their packages appear during this time.
  3. If you are still unable to locate your package after following the above steps, please fill out this shipping protection form.
  4. After you have submitted the form keep an eye out for an email from a customer success representative, they will help compensate you.

what to do when your order arrives damaged

  1. Please fill out all of the information fields on this form.
  2. After you have submitted the form, keep an eye out for an email from a customer success representative, they will help compensate you.

what to do when your order is lost or stolen

  1. For lost or stolen packages, please check your front and back porch, side door, garage area, bushes, and mailbox to ensure the package is not hiding. Ask your neighbors if they might have received it for you.
  2. Make sure it is not waiting to be picked up at customs.
  3. Please wait 20 business days from when your tracking says delivered before taking action. Our customers have typically seen their packages appear during this time period.
  4. If you are still unable to locate your package after following the above steps, please fill out this shipping protection form.
  5. After you have submitted the form keep an eye out for an email from a customer success representative, they will help compensate you.

what to do when your order arrives damaged

  1. Please fill out all of the information fields on this form.
  2. After you have submitted the form, keep an eye out for an email from a customer success representative, they will help compensate you.

too late to make a claim with ROOLEE

Claims for all damaged, lost, and stolen packages must be reported within 10 business days from when the tracking states "delivered" or from the last time the tracking number was updated. Please note that original shipping charges are ineligible for a refund.

didn't want the shipping protection

If you didn't want to purchase the protection and the package has not shipped, ROOLEE will refund the shipping protection fee. However, once the protection has been removed, ROOLEE will no longer be able to cover any claims on your package if it is lost, stolen or damaged.

Once an order has been shipped, we are unable to remove and refund the shipping protection.

wrong address

If your shipping address was entered incorrectly during the checkout process and the package has been shipped, ROOLEE cannot cover any claims on the package if it is lost, stolen, damaged or mis-delivered. Feel free to reach out to our customer service team at [email protected] to see if an address change is available for an additional fee.

If the package has not been shipped, contact us immediately at [email protected] with the subject line: URGENT SHIPPING CHANGE. Please include your order number and correct shipping address in the body of the email.