FAQ

Order & Shipping Questions: 

Q: How can I update the address on my order? 

A: Please file a support ticket 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: When will my order deliver?

A: Orders typically take 1-3 business days to process before shipping. For personalized items, we estimate 7-10 days for processing. Once shipped, 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. Your order may have multiple 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 multiple 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: Can I include a gift message with my order?  

A: We do not currently offer gift wrapping or messaging. 

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

A: No, coupon codes cannot be combined.

Q: Why did I receive two tracking numbers? 

A: The items in your order may be shipping from multiple locations.

Q: Do you ship outside of the US? 

A: The Rover Store currently sells and ships only within the United States. 

 

Frequently asked questions about returns, refunds, and exchanges:

Q: How do I return my item?

A: If you’re looking to return your order, we're here to help! You can return your item and receive a refund to the original payment method. In order to qualify for a return your order must meet the following criteria: 

  • Within 30 days of receiving your order.
  • Have the tags still on and be returned in the original packaging.
  • The item must be unused and in the same condition that you received it.
  • We do not accept returns on consumables such as treats, food, or supplements. 
  • We cannot provide returns for final sale items, which includes personalized items.

If your return meets these criteria, 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
  • 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. 
  • Once your request is reviewed by our team, you will get a confirmation email with shipping guidelines.

    Q: What if the item I received is damaged?

    A: If the purchased product is defective or you have questions on how to use your product, please reach out to us using the Contact Form.

    Q: Can items be exchanged?

    A: We do not offer exchanges at this time. 

    Q: How do I ship back my return?

    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: My harness ripped, will you offer a refund/return?

    A: Harnesses showing cuts or tooth marks will not be replaced and we will not issue a refund or replacement. All dogs should be supervised while wearing a harness. If your harness arrived damaged and has not been worn, please Contact Us here.

    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: Do you sell Rover.com gift cards? 

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

     

    Rover Store Account :

    Q: Why isn't my Rover login working? 

    A: Rover.com and Rover Store accounts are separate, so a login for one won't work for the other. Note that 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 make a purchase. 

    Q: Can I use funds in my Rover.com account toward Rover Store purchases?

    A: No, funds in your Rover account account be used 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.