FAQs

General Information

Below are answers to some of the questions we receive most often. If you can't find the information you're looking for, please visit our Contact Us page, and we'll be happy to assist you.

Shipping & Orders

Q: Where do you ship?

A: We currently ship to addresses within the United States only.

Q: How much does shipping cost?

A: We offer free standard shipping on all orders within the United States.

Q: How long does delivery take?

A: Orders are typically processed within 1–2 business days. After dispatch, transit time is generally 7–12 business days, resulting in an estimated delivery time of 8–14 business days. Delivery estimates are not guaranteed.

Q: What are your business days?

A: Our business days are Monday through Friday, excluding public holidays.

Q: When will my order be processed?

A: Orders placed before 4:00 PM Eastern Time (ET) on a business day usually begin processing the same business day. Orders placed after the cut-off time, on weekends, or on holidays will begin processing on the next business day.

Q: How can I track my order?

A: Once your order has been shipped, you'll receive tracking information when available. You can also check your shipment status by visiting our Track Your Order page.

Q: When will my tracking information become available?

A: Tracking information typically becomes active within 24–48 hours after your order has been shipped.

Q: Can I change my order after placing it?

A: If you need to modify your order, please contact us within 2 hours of placing it. After that period, changes may no longer be possible if fulfillment has begun.

Q: Can I cancel my order?

A: Orders may be cancelled before they enter fulfillment. Once an order has been prepared for shipment or shipped, cancellation may no longer be possible.

Q: What should I do if my package is delayed?

A: Shipping delays can occasionally occur due to carrier operations, weather, holidays, or other circumstances beyond our control. If your order appears significantly delayed, please contact our support team for assistance.

Q: What if my package is marked as delivered but I haven't received it?

A: Please check around your delivery location and with household members or neighbors first. If the package is still missing, contact us so we can work with the carrier to investigate the shipment.

Returns & Refunds

Q: What is your return period?

A: Eligible items may be returned within 30 days from the date they are delivered.

Q: What items are eligible for return?

A: Returns may be accepted for defective items, damaged items, incorrect items received, or eligible change-of-mind requests, provided the return conditions are met.

Q: What condition must returned items be in?

A: Returned items must be unused, in their original condition, include the original packaging, and contain all applicable tags and accessories.

Q: Do I need approval before returning an item?

A: Yes. A Return Merchandise Authorization (RMA) must be obtained before sending any item back.

Q: Who pays for return shipping?

A: If the return is due to our error, such as a damaged, defective, or incorrect item, we provide a prepaid return label. For change-of-mind returns, customers are responsible for return shipping costs.

Q: Do you offer exchanges?

A: No. We currently do not offer direct exchanges. If your return is approved, you may place a new order separately after receiving your refund.

Q: How are refunds issued?

A: Approved refunds are issued to the original payment method used when the order was placed.

Q: How long does a refund take?

A: Refunds are generally processed within 10 business days after the returned item has been inspected. Your financial institution may require additional processing time.

Q: What items cannot be returned?

A: Used products, items damaged after delivery due to misuse or improper handling, products without their original packaging, items missing original accessories or tags, and gift cards are not eligible for return.

Payments, Accounts & Support

Q: Which payment methods do you accept?

A: We accept the payment methods available at checkout, which may include major credit and debit cards, Apple Pay, Google Pay, and Shop Pay.

Available payment methods may vary depending on your device, browser, location, and checkout eligibility. Only payment methods displayed during checkout are available for your order.

Q: Is my payment information secure?

A: Payments are processed through the payment processing services available at checkout. Roveex does not store your complete payment card information.

Q: Can I create a customer account?

A: Yes. Customer accounts are available, allowing you to manage your orders and view your purchase history.

Q: Do you offer live chat?

A: Yes. Live chat is available 24/7. If additional investigation is required, our support team will continue assisting you by email during business hours.

Q: How can I contact customer support?

A: You can contact us by email at support@roveex.store, through our contact form, or via our live chat service.

Q: Where can I find your store policies?