Replacement & Refund Policy
Please reference our Returns & Exchanges Policy for more information.
Our goal is to manufacture and ship every order as quickly as possible while also maintaining our high standard of quality. 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.
We ship all orders Monday through Friday (excluding major holidays). Once your order has shipped, you will receive an email with your order's tracking number (for shipping methods where tracking is available) as long as you entered a valid email during checkout.
Standard Shipping: Orders shipped via Standard Shipping method generally arrive in 5-10 business days following the standard production process. We utilize a variety of carriers in order to provide the fastest option available to your location.
*We are not responsible for orders delayed by shipping carriers due to adverse weather conditions or mechanical issues.
*Time frames listed above are estimates and vary depending on specific shipping location.
Rover Store Terms of Service
What terms apply to me?
Visitors and customers of the Rover Store (the “Store”) are bound by these terms (the “Store Terms”) and the Rover.com Terms of Service (the “Terms of Service”). The phrase “Rover Services” as used in the Terms of Service includes the services on the Store (the “Store Services”).
What is Shopify’s role?
The Store is hosted on Shopify Inc. They provide us with the online e-commerce platform that allows us to sell our products (the “Products”) to you.
What happens with my personal information?
Personal information you submit through the Store is governed by our Privacy Statement. Your content (not including credit card information), may be transferred unencrypted and involve (a) transmissions over various networks; and (b) changes to conform and adapt to technical requirements of connecting networks or devices. Credit card information is always encrypted during transfer over networks.
Do you accept refunds?
Right to refuse, modify or discontinue
We reserve the right to refuse service to any person and to limit the Store Services or any Products based on geographic region or jurisdiction for any reason at any time. We may, in our sole discretion, limit or cancel quantities purchased per person, per household or per order. These restrictions may include orders placed by or under the same customer account, the same credit card, and/or orders that use the same billing and/or shipping address. We reserve the right to limit or prohibit orders that, in our sole judgment, appear to be placed by dealers, resellers or distributors.
We reserve the right at any time to modify or discontinue any Product or the Store Services (or any part or content thereof) without notice at any time. All descriptions of Products or pricing are subject to change at any time without notice, at the sole discretion of us. We shall not be liable to you or to any third-party for any modification, price change, suspension or discontinuance of any Product or the Store Services.
Any offer for any Product made on the Store is void where prohibited.
What this means: The Rover Store is offered at our discretion and subject to applicable law. We can change our offerings and prices without notice. We may refuse service or cancel orders if we suspect you are not using the Store as it was intended.
Please note that the Store Services, Products and the information on the Store (including any Product descriptions, pricing, promotions, offers, shipping charges, transit times and availability) are provided subject to the disclaimers in Section 15 of the Terms of Service to the fullest extent of the law. We do not warrant that the quality of any Products, Store Services, information, or other material purchased or obtained by you will meet your expectations. While we aim to display as accurately as possible the colors and images of our Products that appear at the Store, we cannot guarantee that your computer monitor's display of any color will be accurate. We reserve the right to correct or update any information, and to change or update information or cancel orders if any information on the Store or on any related website is inaccurate at any time without prior notice (including after you have submitted your order), but are not obligated to do so except as required by law.
What this means: We don’t provide any warranties for the Store or our Products except as required by law. If there is a problem with your order, please see our Replacement and Refund Policy for more information.
You agree to provide current, complete and accurate purchase and account information for all purchases made at the Rover Store. You agree to promptly update your account and other information, including your email address and credit card numbers and expiration dates, so that we can complete your transactions and contact you as needed.
What this means: You agree to provide truthful and up-to-date information.
How can I contact you?
Questions about the Store Terms should be sent to us by creating a support ticket from the Rover Store, by emailing firstname.lastname@example.org or by calling Rover.com's Customer Service line at 888-453-7889.