Shipping & Returns
FREE shipping across Canada* & contiguous US over $75CAD.
Please note, manufacturers defects must be reported within 14 days of delivery to be eligible for replacement consideration, with the exception of our Holiday Unboxing Policy, which can be found HERE.
All foam items are FINAL SALE.
Open and/or used items (Hop House, Mega Blanket, Covers) cannot be returned.
Any claims for lost, stolen, or misdelivered packages, damaged packages, or delayed deliveries must be submitted within 48 hours of the date of delivery.
Claims for order issues, like incorrect items, must be submitted within 48 hours of delivery. Opening incorrect items can result in delays to your order.
Roo & You does not ship to PO Boxes, so please ensure a non-PO Box address is provided at checkout.
US Orders: Keep order at/under $800USD, if more please split into two orders to unsure you don't have to pay import duty tax. Any orders valued over $800 USD (de minimis value) are subject to import duty tax.
SHIPPING:
General Shipping
*With the exception of Northwest Territories, Nunavut and Yukon
Import Duty Tax Guidelines for US Orders:
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We recommend keeping your order total at or under $800 USD. This is known as the de minimis value, below which orders are typically exempt from import duty tax.
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In cases where your order exceeds $800 USD, we suggest splitting it into two separate orders to help ensure you don't incur import duty tax.
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Please be aware that orders valued over $800 USD are subject to import duty tax according to US customs regulations.
By following these guidelines, you can enjoy a smoother shopping experience. If you have any questions or require assistance, please don't hesitate to contact our customer support team.
International Shipping
- Prices do not cover duties and taxes. Please refer to your country's de minimis value threshold to see if your product will be subject to importing fees.
- Please contact support@rooandyou.ca for international pricing.
- Please note that licenced products are not available to be shipped internationally.
RETURNS & CANCELLATIONS:
1. For any cancellations, please email us at support@rooandyou.ca with subject line: "CANCEL" and include your order number. All cancelled orders will be subject to a 2.5% restocking fee.
2. Roo & You does not cover shipping and handling fees associated with packages that need to be reshipped in the case of "Returning to Sender." Shipping and handling fees will be applied prior to reshipment. If the order is cancelled, the cost for shipping and handling will be removed from your refund.
3. Please note that all foam orders that have been fulfilled or delivered cannot be cancelled or returned. This means all foam items are FINAL SALE.
4. In the event a return occurs, Roo & You will deduct the cost for shipping and handling from your refund. Costs can be requested on demand. .
5. Unopened cover sets & Hop House can be returned within 30 days of reception but shipping and handling costs are not covered by Roo & You. Opened cover sets and Hop House cannot be returned.
If you have any problems with your purchase, please email us at support@rooandyou.ca, and we will try our best to resolve the situation as quickly as we can!
CHARGEBACK POLICY:
Our team is dedicated to resolving issues promptly, whether through refunds, replacements, or other solutions that meet your needs. Filing a chargeback is a process where you dispute a charge with your bank or credit card provider. While we understand that issues with orders may arise, we strongly encourage you to contact us first. This allows us the opportunity to work together and resolve any concerns. We’re committed to finding solutions and addressing your needs. However, filing a chargeback without giving us the chance to assist you may result in the removal of your account from our website. We value maintaining positive relationships with all our customers and prefer to resolve issues directly whenever possible.
SHIPPING PROTECTION:
Dealing with carriers (e.g., Fedex, UPS) when an item is lost, misdelivered, and/or damaged can be very frustrating for customers. This is why we introduced Roo & You shipping protection: by keeping it in your cart, we will take 100% of the responsibility for your package and ensure you either get a replacement or a full refund (minus cost of shipping protection).
WHAT IS DEEMED LOST:
If your tracking shows the package as "delivered" but you haven't received it, please follow these steps:
- Wait Time: Depending on your location, we ask that you allow up to 7 business days (but no longer than 15 business days) for the package to arrive. Carriers sometimes mark packages as "delivered" prematurely. In many cases, they may attempt redelivery, or the package may show up in a secure location around your property (e.g., a porch, side door, or with a neighbor).
- Deemed Stolen: If, after this waiting period, your package is still missing and you believe it may have been stolen, please notify us immediately. You will then need to file a police report. Please note that filing false police reports or fraudulent claims is a serious crime and will be prosecuted to the fullest extent of the law.
- Lost Packages: If the carrier deems your package lost, once you've notified us, please allow up to 10 business days for us to investigate and resolve the issue.
WHAT IS DEEMED DAMAGED:
- Damaged in Transit: If your items arrive damaged due to mishandling during transit.
- Missing Items: If part of your order is missing because the box or package was opened or damaged during transit.
WHAT WE DO NOT COVER:
- Invalid or Incorrect Address Information: We cannot cover missing parcels or redelivery fees resulting from an invalid or incorrect address provided by you.
- Transit Delays: We do not cover delays in transit, regardless of their duration.
- Unfulfilled or Unshipped Orders: Orders may be marked as unfulfilled or unshipped due to pre-orders or delays during high-volume periods.
- International Customs Fees: If your international order is held up in customs due to unpaid fees, please reach out to your carrier to arrange payment. We are not liable for any return-to-sender fees incurred if customs fees are refused, and these will be deducted from your refund.
- Unsellable Returns: We cannot accept returns for items that are in an unsellable condition.
- Packages Left at Alternative Locations: If you request that items be left at a location other than your personal property and the package goes missing, we are not responsible for this loss. This waives your right to file a claim according to the carrier’s terms and conditions.
- Product Dissatisfaction: If you are unsatisfied with your product, please refer to our return policy. Our shipping protection does not cover dissatisfaction or provide replacements.
- Replacements for Stolen Goods: Please note that replacement packages issued due to stolen goods are not covered under our shipping protection policy.
HOW TO SUBMIT A LOST OR DAMAGED PARCEL CLAIM:
If your parcel is lost or damaged, please reach out to us at support@rooandyou.ca using the email address associated with your order. A member of our customer service team will assist you within 1-3 business days.
- Subject Line: CLAIM for order #12345 (replace with your order number)
- Description: A brief description of the issue
- Photo Evidence: Attach any relevant photos of the damage (if applicable)
We will continue to track your parcel, and if it is located, we kindly request that it be returned to us at our expense.
By opting for our shipping protection, you agree to these terms. Please refrain from contacting us about a missing parcel until the designated time has passed for it to be deemed lost.
For stolen packages, a police report will be required.
Note: This is our in-house protection policy. Shipping protection is non-refundable.
POLICY ON UNPROTECTED PARCELS:
We will diligently follow the claims policy with your selected carrier to either locate your parcel or deem it as lost. This may take up to 6-8 weeks and is at the discretion of the carrier and is subject to the carrier's maximum coverage. In most cases, the maximum refund will be $100 CAD.
If your parcel has a GPS location or photographic evidence that it has been delivered to your property, is with a neighbor or at a secure location, we are not responsible for a refund or replacement.