FAQ
GENERAL
CAN I MAKE ADJUSTMENTS TO MY ORDER AFTER IT’S BEEN PLACED?
We can’t make any promises, but we’ll give it our best shot. Email us ASAP at info@rac.store for any changes regarding size, color, style, shipping address, or order cancellation. Unfortunately, we can’t add items to your order after it’s already been placed. Please note: If you ordered a SET and wish to return only one piece, you will be responsible for the full price of the piece you keep and will be refunded the difference.
All sale items are non-refundable and are not eligible for exchange.
WHO CAN I CONTACT WITH QUESTIONS ABOUT MY ORDER?
Send us an email at info@rac.storeand our customer experience team will take great care of you. You can expect a reply from us within 24-48 business hours during our business hours – M-F from 9AM-5PM PST.
MY ORDER SAYS DELIVERED BUT I NEVER RECEIVED IT.
Please double check that the shipping address you used matches your location. If so, check with your neighbors to make sure someone near you didn’t receive your package by mistake. We offer Route Package Protection on every order, which covers items/packages that are lost, stolen or damaged in transit. If you paid for Route Package Protection and you cannot locate your package, please visit this page within 15 days of the noted delivery date to file a claim. For more information on Route Package Protection, please click here. If you have any questions or need further assistance, please email info@rac.store.
SHIPPING
WHEN WILL MY ORDER SHIP? WHEN WILL I RECEIVE IT?
Standard domestic orders typically ship within 1-3 business days and will arrive 6-10 business days after your order is shipped. This time includes processing and shipping times.
Expedited domestic orders typically ship within 1-3 business days and will arrive 3-7 business days after your order is shipped. This time includes processing and shipping times.
For international orders, please allow up to 6-15 business days for your package to arrive.
WHAT IF MY ITEM IS ON PRE-ORDER AND I PURCHASE AT TIME OF DROP?
An item on pre-order is one that is not yet in our warehouse. By purchasing an item that is on pre-order, you are securing your item until we are able to ship it out to you.
If you purchase an item on pre-order, please know that we are unable to ship your entire order until your pre-order item arrives to our shipping facilities. We cannot ship your items separately and are unable to make any exceptions. If you'd like to receive items outside of pre-order prior to the expected arrival date, we recommend placing a separate order.
We sincerely apologize for any inconvenience this may cause and appreciate your patience.
RETURNS
WHAT IS YOUR DOMESTIC RETURN POLICY?
If you’re not obsessed with your SET...
You may return them for a full refund within 14 days of receiving your order. Should you wish to exchange your order or receive store credit, you have 30 days to initiate your return. Once you have submitted your return request, you have 7 days to ship back your item(s). Please note that items may only be exchanged once; if your exchange arrives and you are still unhappy with it, you may return it for a refund or store credit. A $6.95 fee will be deducted from your refund unless you are exchanging or returning for store credit.
If you request an exchange, your item(s) is not guaranteed to be in stock and will only be reserved for you once your return has been dropped off and scanned by your shipping carrier. We suggest dropping off your return ASAP to increase the likelihood that your requested exchange item(s) is still in stock. If your requested item(s) is no longer in stock, you will automatically receive store credit for your return.
Please note: We will only accept items that are new and unworn. If returned item(s) shows any signs of wear or damage beyond (reasonable) repair, one of our customer service representatives will contact you directly regarding your reimbursement or store credit. If you ordered a full SET and wish to return only one piece, you will be responsible for the full price of the piece you keep and will be refunded the difference.
SWIM RETURN POLICY: We accept returns in original condition (unused, unworn, and unaltered) with tags attached and liners in place for a refund, store credit, or exchange. If your return arrives and it does not have the tag or liners attached, we reserve the right to deny a refund, credit, or exchange.
SHOE RETURN POLICY: We accept returns in original condition (unused, unworn, and unaltered, including the shoe box) for a refund, store credit, or exchange. If your return arrives and it does not have the all pieces present, we reserve the right to deny a refund, credit, or exchange.
Shipping fees are non-refundable.
All sale items are non-refundable and are not eligible for exchange.
WHAT IS YOUR INTERNATIONAL RETURN POLICY?
International orders are eligible for return within 21 days of the delivery of your order. To process and verify your return, please visit our portal here: https://rac.store At this time, we are unable to offer free returns for international orders so please ship your items to our warehouse using any prepaid and trackable return method to the address listed below.
Mail to:
Rover Apparel Company, LLC
2024 W 1st St, Tempe, AZ 85281
Be sure to include your order number and name as a reference inside your package.
If you’d like to exchange your item, please send it back as a return and place a new order.
Please note: We will only accept items that are new and unworn. If returned item(s) shows any signs of wear or damage beyond (reasonable) repair, one of our customer service representatives will contact you directly regarding your reimbursement or store credit. If you ordered a full SET and wish to return only one piece, you will be responsible for the full price of the piece you keep and will be refunded the difference. Shipping fees as well as duties + taxes are non-refundable when you exchange, return, or if you reject your package.
SWIM RETURN POLICY: We accept returns in original condition (unused, unworn, and unaltered) with tags attached and liners in place for a refund, store credit, or exchange. If your return arrives and it does not have the tag or liners attached, we reserve the right to deny a refund, credit, or exchange.
Thank you for understanding.
HOW DO I START A RETURN OR EXCHANGE?
To initiate an exchange or return, please click here.
PLEASE NOTE: if you request an item for exchange, your items are not guaranteed in stock and will only be reserved for you once your return items have been dropped off & scanned at your shipping carrier. We suggest dropping off your return ASAP to increase the likelihood that your requested exchange items are still in stock. If your requested items are no longer in stock, you will automatically receive store credit for your return.
HOW LONG DOES A REFUND OR EXCHANGE TAKE TO PROCESS?
Once we receive your exchange or return, please allow 5-7 business days for our team to process it.
