To report a damaged product please log into your account and select Claims. Select Create a New Claim to complete the web form.

You can visit our  Returns, Refunds & Claims page here for full details on Damaged or Defective Items. 

Where is my order?

Upon placing your order you will receive a confirmation email with the estimated order lead time. Once your order has been set up for shipment you will receive a shipment notification email that will contain the carrier tracking information with an ETA for delivery. The carrier will reach out to schedule delivery via phone or email, with the exception of small parcel carriers such as UPS. If you have not received our emails you you may need to check your spam or promotions folder. You can also log into your account* and view the "orders" page to check your order status.

 I have not heard from your delivery company yet

Once you receive your shipment notification email you will be able to track your shipment. When your order reaches the local delivery station, the shipping company will call the number on your order to schedule delivery.

I've placed an order but heard nothing

Upon placing an order with us you should have received 2 emails.  One will be your login information and the other your order invoice. 

Ensure to check your spam, junk or promotion folders as sometimes they may appear there. Please also make sure to add us to the safe senders list to receive our future updates.

Whether your order is a in-stock purchase or a custom order our system provides updates on your order as it move along our production and logistics chain.

My order is arriving too soon and I am not ready to receive it what can I do?

Not to worry, as long as the order has not been set up for shipment, our team will arrange for your order to be held until you are ready to receive delivery. Storage fees may apply depending on the length of time. You can request a future ship date in the delivery instructions box in the checkout, or connect with us on our Live Chat or visit our Contact Us page to complete the contact form.

It's been longer than the estimated lead time and I still haven't received my order, what should I do?

Firstly, we'd like to apologize.  We work hard with our factories, warehouses and logistic companies to reduce lead times and avoid delays, which we let you know about as and when they arise.

If you've been waiting longer than you should have and you haven't heard from us, please log in and go to 'Orders' to get the most up to date information on the whereabouts of your products or connect with us on our Live Chat or visit our Contact Us page to complete the contact form. 

How can I change my delivery address?

If you need to change your delivery address please visit our Contact Us page to notify us as soon as possible. You can do this at any time up until 24 hours before we dispatch your item(s).  If your items have already been dispatched, changing your delivery address may not be possible or there may be a charge for arranging redelivery.  

What type of cards do you accept?

We accept Visa, MasterCard and AMEX

Why has my payment failed?

Payment can be declined for a variety of reasons.

The first thing to do is to check that we accept your card type. Next, make sure your card details are correct and your billing address is the one assigned to your card. 

If it still isn’t working, we recommend you give your bank a call and let them know you are making a online purchase.  This type of issue can usually be attributed to your credit card company not recognizing our company.  We are based in Canada and therefore the transaction is flagged as a suspicious foreign transaction.  Once you have spoken with your card provider you can give us a call back or send us an email to authorize us to submit the charge again.

We can only accept payments from credit cards which have a US or Canadian Billing address. 

What is your payment policy?

If a coupon, discount or voucher has been missed from an order, we must be notified within 72 hours of the order being placed to add or adjust the balance.  

Both the currency and tax for an order is based on the Shipping address, if an order is shipping to Canada the card will be billed in CAD with provincial taxes even if the billing address is in the USA.

Please note that there may be additional administrative, exchange or transaction fees charged by your credit card provider as we are a Canadian company.  To further inquire about this, please review the terms and conditions with your credit card provider.

Your credit card will be automatically charged for outstanding payment, including but not limited to overdue invoices and fees for additional services. 

Please note that for all orders, including pre-orders awaiting back ordered items and custom orders the full payment will be charged upon placement of the order.  

We do not accept cheques with a billing address outside of the US or Canada.

Can you process my refund onto a different credit/debit card

No, this is not something that we are able to do. If the original method of payment is no longer available, we will issue store credit equal to the amount of the refund.

When will I see my refund in my account ?

Refunds can only be issued via the method of the original purchase.

Depending on the card provider, it may take up to 5 working days for the credit to appear in your statements once the refund has been processed.  

Rove Concepts cannot be held responsible for third party costs or fees associated with the credit card.

What is your return policy?

Please visit our Returns, Refunds & Claims page here for full details on our Return Policy. 

How do I cancel an order?

Please visit our Returns, Refunds & Claims page here for full details on Order Cancellation.