The FAQ below addresses common queries our clients have before making a purchase of products.
If you have other questions, please just send it to info@rosiesrovershop.com.
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- Order Queries
- Return & Refund
- Shipping & Delivery
Need Help?
If you have an issue or question that requires immediate assistance, you can reach us by email us at info@rosiesrovershop.com, and we will respond within 10 hours.
Order Queries
Q: “Where is my order?”
After placing your order, expect delivery within 3 to 15 working days (excluding weekends and public holidays). Track your order using the provided tracking link.
If the expected delivery period has passed and you haven't received your items, please contact our Customer Service team with your order information.
Q: “Is it possible to cancel or make changes to my order?”
Once your order is placed, our Warehouse team immediately begins packing and processing it. Therefore, once you're charged, we cannot make any changes to the order.
However, if you're dissatisfied with your item(s), you can return them for a full refund within 30 days. A nominal shipping charges may applied.
Q: “How can I track my order?”
After your order is dispatched, you'll receive a separate email containing a tracking number to monitor your shipment.* Occasionally, this email may end up in your spam or promotions folders, so remember to check there if you haven't received it yet.
Now, you can now track your order using our order tracking page.
Sometimes, it takes a day or two for the carrier to update the tracking. If it seems like nothing's happening, your package is probably still on its way!
Q: "Where can I find my order confirmation?"
After placing your order, you should receive an order confirmation at the email address you provided during checkout. Please check your spam and promotional folders. If it's not there, log in to your account on our site to verify your order. If the issue continues, feel free to contact us.
Q: “There's an item missing from my order, what should I do?”
If upon receiving your order, you notice an item is missing, kindly review your emails, including your junk folder, for any out-of-stock notices from us.
If you haven't received such a notice, please reach out to our Customer Service team with your order details for assistance in resolving the issue.
Q: "Do you provide any promo code?"
Certainly! We provide discounts for bulk orders exclusively. However, for regular orders, discounts are not applicable.
To access these exclusive offers with regular orders, remember to subscribe to our newsletter located in the footer to receive promo codes via email.
Q: “What I have to do when I need your support?”
Please don't hesitate to reach out to us via email at info@rosiesrovershop.com or send us a message using our contact page. We're here to assist you!
Return & Refund
Q: "What are the terms of your return or exchange policy?"
Our store offers a hassle-free return and exchange policy within 30 days of purchase. Items must be unused and in their original packaging.
Contact our customer service team with your order number and reason for return/exchange. Refunds will be issued to the original payment method. Shipping costs are non-refundable. Certain items may not be eligible for return.
For EU shipments, you have a 14-day return window for any reason and without a justification. Items must be unused, with tags, and in original packaging.
Q: "What is the process for initiating a return or exchange?"
Initiating a return or exchange with your pet product purchase is easy. Just contact our customer support team on info@rosiesrovershop.com with your order details and reason. Upon receiving your request, we'll issue a return authorization number and provide instructions. Ensure your item is unused, with tags, and in its original packaging. Ship it back to us following the provided guidelines. Once received, we'll promptly process your return or exchange and notify you accordingly. Your satisfaction is our priority.
Q: "When will I receive my refund?"
We'll send you a message once we get your return and check it. If everything looks good, you'll get your money back on the same way you paid within 10 working days. But remember, sometimes it takes a bit longer for banks or credit card companies to process refunds. If it's been more than 15 working days since we said okay to your return, drop us an email at info@rosiesrovershop.com.
Q: "Is there a fee for returning?"
Yes, there may be a nominal shipping fee of $9 applied for returns.
Q: "My package arrived damaged, what should I do?"
If your package arrives damaged, please accept our apologies for any inconvenience caused. To resolve this, please contact us on info@rosiesrovershop.com immediately with details of the damage and a photo if possible. We'll work swiftly to ensure you receive a replacement or a refund, depending on your preference, as well as to address any concerns you may have. Your satisfaction is our priority, and we're here to assist you every step of the way.
Q: "What do I do if I've received the wrong item?"
If you've received the wrong item, we apologize for any inconvenience this may have caused. Please reach out to our customer support team as soon as possible, providing details of the incorrect item you received and your order number. We'll work quickly to rectify the situation by arranging for the correct item to be sent to you or providing you with a refund, depending on your preference. Your satisfaction is important to us, and we'll do our best to resolve the issue promptly.
Shipping & Delivery
Q: “How long will it take for my order to arrive?”
The delivery time for your order depends on various factors such as your location, shipping method chosen, and product availability. Typically, orders are processed within 1-2 business days, and delivery times range from 3-15 business days for standard shipping. However, please note that these are estimates and actual delivery times may vary. You can track your order using the tracking information provided once your order has been shipped. If you have specific concerns about your order's delivery time, feel free to contact our customer support team for assistance.
Q: “Do you ship internationally?”
We apologize, but at this time, we do not offer international shipping. Our services are currently limited to domestic shipping within United States Of America. We appreciate your understanding and apologize for any inconvenience this may cause.
Q: “How can I track my order?”
To track your order, simply visit our website and log in to your account. From there, navigate to the 'Orders' section where you'll find the status of your order along with a tracking number. Use this tracking number either on our order tracking page or on the carrier's website to monitor your order's progress and estimated delivery date. If you encounter any issues or need further assistance, feel free to contact our customer support team.
Q: “Can I make changes to my order before it ships?”
We appreciate your interest in making changes to your order. However, as per our policy, once an order is placed and processed, we are unable to make changes. We apologize for any inconvenience this may cause. If you have any urgent concerns or questions about your order, please don't hesitate to contact our customer support team, and we'll do our best to assist you within the confines of our policy.