FAQ
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.
My order hasn’t arrived
If your delivery date has passed and you have not received your order; you can log into your account and you will find a tracking message with all the contact information for the freight company, this is also emailed to you as soon as your shipment is released. To further inquire about a shipment you can reach out to the freight company and to request a status update.
Alternatively our Concierge Team can request an update on your behalf. Connect with us on our Live Chat or visit our Contact Us page to complete the contact form.
I’ve received a faulty / damaged item
We are proud to stand behind the quality of the products we sell. While cases are rare, damages and defects do happen once in a while so we encourage you to inspect your item(s) upon delivery. Please visit our Returns, Refunds & Claims page here to see full details on our Damaged or Defective Items policy.
I’ve received the wrong item
If you have received the wrong item please file a claim by logging into your account and select Claims. Select Create a New Claim to complete the web form.
I have received my order but some parts or tools are missing
Not to worry, our factory may have hidden them away to protect the finished product in transit. Please ensure to check all packaging before disposing. If you are still unable to locate the missing parts please contact us immediately.
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.
Where do you ship to?
We ship to the USA & Canada, except for Hawaii, Alaska, Puerto Rico and Nunavut.
You may enter your zip or postal code during checkout to confirm shipping costs to your location. Please note that zip or postal codes deemed isolated or rural by our third party carriers may require additional shipping fees. Amuille reserves the right to change the delivery charges or cancel an order if your address is remote or outside of our carrier’s delivery zones. You will be notified regarding the changes and can decide whether to proceed or not.
How long will my order take?
Standard Shipping
- US and Canadian standard shipments have an estimated 2-4 weeks in transit. Standard Shipping includes a delivery to the threshold, described as the “first dry area or garage” or lobby/service area of a high-rise building unless shipped with UPS or a small parcel carrier for which a signature will be required upon delivery. Please note that stairs to the front door or first dry area are not included with this delivery service. Standard Shipping for Canadian shipments is a curb-side delivery service and it will be the customer’s responsibility to remove the item off of the truck and bring it inside.
White Glove Shipping
- US and Canadian White Glove shipments have an estimated 2-5 weeks in transit. White Glove service includes a delivery appointment inside delivery up to 1 flight of stairs, placement, and removal of large packaging materials. If you are considering a return please request to keep the packaging. White Glove may be unavailable in rural areas of Canada.
Custom orders are made from scratch at our exclusive production facilities with an all-encompassing lead time of 8 – 20 weeks. For more information about our Custom Order Policy, please see the Store Policy page here.
How much is shipping?
We offer tiered flat rate shipping to Canada and the United States except for Hawaii, Alaska, Puerto Rico and Nunavut. You may enter your zip or postal code during checkout to confirm shipping costs to your location. Shipping prices are calculated on website prices before discounts, coupon codes, and/or vouchers are applied. Please note that additional shipping fees may be applicable if the zip or postal codes are deemed isolated or rural by our third party carriers. Please visit our Store Policy page here for full details on our Shipping Charges.