By placing an order on our website, you acknowledge that you have read, understood, and agree to be bound by the terms and conditions outlined in our store policy below.
Shipping Policy
While the large majority of our orders arrive within the lead times shown, shipping times are only able to be good faith estimates due to multiple variables during transit. Rovelab.com is not liable for any loss, damage, cost or expense related to any delay in shipment or delivery.
Your order will be shipped with the UPS ‘Delivery Confirmed’ service which doesn't require a signature. UPS does not ship to PO Boxes.
We are unable to ship swatch requests or orders to the following areas;
Canada: Nunavut, Yukon, and the Northwest Territories.
USA: Alaska, Hawaii and Puerto Rico.
Can I schedule a delivery appointment?
UPS typically delivers between 9AM and 7PM for residential addresses, although times may vary based on location. UPS offers more specific estimated delivery updates under certain circumstances, particularly if you use UPS My Choice, a free service that allows you to see a more detailed delivery window.
Without this service, the tracking page will show only the day of delivery rather than an expected time. The tracking page does provide real-time updates, so you may see more precise information as the package gets closer, especially when it's "Out for Delivery." However, it won’t give an exact hour unless you have additional services or updates.
Can I change my shipping address?
If you need to change your shipping address, we can contact UPS to request a reroute. It will not always be possible to reroute the package, particularly if it is already out for delivery, and there may be additional charges billed to the customer for rerouting.
Will I be notified when my package is delivered?
With "Delivery Confirmed," you'll receive an email or text notification once the package has been delivered. This is useful if you're away from the delivery location. The notification includes the delivery time, location, and sometimes the name of the person who signed for it (if applicable).
UPS may leave the package at your door, porch, or another safe location if you're not home. They decide the safest spot based on the delivery address. In some cases, if the driver doesn't believe it's safe, they may not leave the package and instead make another delivery attempt.
What if my delivery appointment fails?
If a UPS delivery attempt fails, UPS will typically make up to three delivery attempts on consecutive business days. After the third failed attempt, the package may either be held at a UPS location for pickup, returned to the sender, or delivered to an alternate address if arranged.
Can I redirect my package if I won’t be home?
If you won't be home, UPS offers options to redirect your package to a UPS Access Point, neighbor, or alternate address. You may be able to manage this through UPS My Choice, a free service that allows you to change delivery options.
My UPS tracking page isn’t showing any updates in transit?
Upon receiving your tracking number, the status may initially display as "Label Created." This indicates that your order is being processed and prepared for pickup by UPS. Once UPS collects the package, tracking updates will reflect live scans as it moves through transit.
If tracking updates are delayed, it may be due to reasons such as postponed scans or the package traveling long distances between major hubs. In the rare event of a lost package, please contact our team at hello@rovelab.com as soon as possible. UPS may take up to 10 business days to complete a dock search. Once the investigation is concluded, you will be offered either a replacement at no additional cost or a full refund.
Cancellation Policy
You may cancel your order for a full refund, provided it has not yet been submitted to our warehouse for processing.
If your order has already been processed or is in transit with UPS, cancellation cannot be guaranteed. Should we successfully reroute the package back to our warehouse, a return shipping fee of $99 will be deducted from your refund once the carrier confirms the cancellation.
Can I make changes to my order?
You may modify your order—such as adding, removing, or changing the color of items—if it has not yet been submitted to our warehouse for processing.
Once the order has been processed or is in transit with UPS, no further changes can be made. Please refer to our return policy for more information.
Refund Policy
Refunds can only be issued to the card of purchase. Refunds can take 2 to 10 working days to be processed back to the card on file.
Price Adjustments: In the event that an item you’ve purchased goes on sale, we will honor any sale prices within a week of purchase. Outside of 7 calendar days from purchase, price adjustments are no longer possible.
Damages or Defective Items
We stand behind the quality of the products we sell. Although rare, damages and defects can occasionally occur. Upon receiving your item(s), please inspect and unbox the products thoroughly. If you identify any issues, email us with images and a description at hello@rovelab.com within 3 days of delivery. Claims received in excess of (3) calendar days beyond the delivery will not be accepted. Photographs/videos must be clear and emailed to hello@rovelab.com within 3 days of delivery alongside the initial contact.