How do I return something?

Please follow the instructions found here: www.ROOLEE.com/returns

Do you have a physical retail store?

Yes located at 165 West 1600 North STE 110 Logan, UT 84341

How does in-store pickup work?

For those interested in avoiding shipping costs simply use promo code STOREPICKUP 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. 

How do I collaborate with you? Do you ever collaborate with bloggers or influencers on instagram?

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

I would like to exchange something that I ordered. How do I go about exchanging?

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.

I placed my order but didn't receive an order confirmation email. What should I do?

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.

I would like to return something for a refund but the card I used to make the purchase is no longer active what should I do?

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.

How long does shipping take?

We make our best effort to ship in-stock items within 1-3 business days after your order is placed. U.S orders will usually take 3-5 business days to arrive. The Black Friday rush + other sales may delay this process as we do our best to fulfill all your orders. Please note we are located in Utah so the closer you are to Utah the quicker your package will get to you. Also please note that most often larger (heavier) purchases ship quicker via priority ground shipping than smaller (lighter) purchases that ship via first class ground shipping.

I tried to make a purchase but the order didn't go through, however I see a pending charge on my account. What does this mean?

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. 

I attempted to place an order and it said some of the items in my cart are no longer in stock and I was not being charged. How do I figure out which items in my cart are now out of stock?

We are working on the issue and hope to get the website updated soon so that it says which item in your cart is out of stock. As of right now the best option would be to empty your cart and try to add each item again. The sold out items won't be able to be added to your cart again. We apologize for any inconvenience.

How long does it take for me to receive a refund?

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.

I noticed the shipping address I entered when placing my order is incorrect. What should I do?

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.

I received a damaged item, what should I do? 

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.

Does ROOLEE ship internationally? 

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. 


Don't see the answer to your question? contact us.