FAQ

COVID-19 Update:

**Due to the impacts of COVID-19, order processing and production timelines have increased. Please note that mail carriers are also experiencing delays in shipping. We currently estimate orders to deliver in 5-10 business days. While it may take longer for your order to arrive, it is our priority to get your item(s) to you as soon as possible.

Order & Shipping Questions: 

Q: Oops, I entered in the wrong address for my order! How do I change this? 

A: Please file a support claim here as soon as possible so we can help change this for you! Unfortunately we are unable to change the address for your order once the items have been shipped and are in transit. 

Q: Can I use more than one coupon on my order?

A: No, sorry! Our system only accepts one coupon at a time and will default to the last coupon entered. Coupon codes cannot be combined.

Q: When will my order ship out?

A: Due to the impacts of COVID-19, order processing and production timelines have increased. Mail carriers are also experiencing delays in shipping. We currently estimate orders to deliver in 5-10 business days for all items. While it may take longer for your order to arrive, it is our priority to get your item(s) to you as soon as possible.

You should receive an email with your order’s shipment tracking information. Please keep in mind, our carriers don’t pick up orders on weekends. If you receive a tracking number on a Saturday or Sunday, the carrier will not have possession of that package until the next business day. Sometimes depending on what is in your order there may be two shipments - make sure to keep an eye out for an additional email just in case! 

Q: Where is the other half of my order? 

A: We do ship from three separate locations, therefore there may be a delay in receiving the entire order. Please check your email for any shipment information sent from the Rover Store. If your shipments have been delivered and you have not received your package, please email store-help@rover.com or create a support ticket so we can investigate! 

Q: Why did I receive two tracking numbers? 

A: The items in your order may be shipping from multiple locations, we want to ensure that you will be able to track both shipments! 

Q: Where do you ship to? 

A: The Rover Store currently sells and ships to the United States. We currently are not able to sell merchandise outside of the US, including US territories, Canada and Europe.  

 

 

Frequently asked questions about returns, refunds, and exchanges:

Q: How do I return my item?

A: Please submit a request via our Contact Us page that can be found herePlease be prepared to provide the following:

  • Order number 
  • Email address 
  • Which items you would like to return
  • Photograph(s) of any defective, damaged, or inaccurate items 
  • Let us know if you plan on returning with your own shipping label, or if you would like us to provide one at the cost of $6. 
  • If requesting an exchange, please let us know which item you are interested in exchanging for. 
  • Once your request is reviewed by our team, you will get a confirmation email with shipping guidelines.

Q: What makes an item eligible for return? 

A: The following defines an item eligible for a return: 

  • Within 30 days from the date of purchase
  • In unused and resellable condition
  • In the original packaging with all the tags intact (if applicable)

Q: What items are non-refundable? 

A: The following items are non-refundable: 

  • Personalized or customized merchandise 
  • Face masks 
  • Poop bags

 The following items cannot be returned:

  • Personalized items that include customization on the merchandise 
  • Final sale items 

Q: The item I received is damaged!

A: If the purchased product is faulty, please reach out to us as soon as possible so we can make this right for you! 

Q: Can items be exchanged?

A: We allow the exchange of purchased items for different sizes or variations of the same style. Once the exchange request is approved, the replaced item will be shipped to you.

Q: How do I ship back my return or exchange?

A: You can receive a return shipping label from our team for a $6 fee, or ship through your own preferred shipping method at your own cost. We are unable to accept drop-offs at our warehouse location. 

Q: How soon will I get my refund?

A: Please allow up to 7-10 business days for your returned item to be received and inspected once it has been delivered to our warehouse. You will also be informed about the approval or rejection of your refund request based on the condition of the product. If approved, the refund request will be processed within 5-7 business days after approval.

Q: I don’t see my question here

A: If you have any queries regarding returns or refunds, please reach out to us at our Contact Us page found here

 

Product Questions: 

Q: How do I make sure I order the right size? 

A: Please reference the sizing charts on each product’s page when ordering.

Q: Do you sell Rover.com gift cards? 

A: We do not sell gift cards for the Rover store or Rover.com. 

Q: What do I do if something I want is out of stock? 

A: Sign up for a restock notification - it's an easy way to find out when sold out items are available for purchase again. Enter in your email address after selecting this option in order to be notified when the item is restocked. We cannot guarantee the products will be restocked, but the request will be shared with the team.

 

Rover Store Account :

Q: Why isn't my Rover login working? 

A: The Rover Store is hosted a separate third party web host that is completely separate from the Rover platform. As a result, you will need to create a separate account from their Rover profile account as the two are not connected. A Rover Store account is not required to make a purchase. Customers are encouraged to create a Store account to help with ease of future purchases but it is not necessary to purchase on our Store. 

Q: Can I use my Rover wallet money towards Rover Store purchases?

A: Unfortunately you are unable to use your Rover wallet to directly pay for Rover Store purchases.

  

Sitter Promotional Product Questions: 

Q: I received my business promotional materials and I accidentally typed in the wrong personalization information. Can this be refunded and fixed? 

A: Unfortunately we are unable to refund or exchange products with personalized information (promo cards, lawn signs, etc.). Please double check promotional material customization and make sure that all instructions have been followed before placing order. 

Q: Where do I locate my unique URL link and Promo code to include on promotional materials? 

A: Check out this Rover help article to learn where to find your unique URL link and Promo code.