Shipping policy

Where we ship

We ship to most countries worldwide. If we can't deliver to your address, we'll cancel the order and refund you in full.

Cost

Shipping is free on every order.

Timing

Orders leave our fulfillment partner's warehouse within 1 to 3 business days. Most orders arrive 3 to 15 business days after you order. In rare cases, depending on your country and customs, delivery can take up to 30 days. Holiday periods can add a few days.

Christmas: order by November 20 for the best chance of delivery before December 25.

Customs, duties and taxes

Orders shipped outside the United States may be charged import duties or taxes by your country. These are set by your local customs office and are the customer's responsibility.

Tracking

You'll get an email with a tracking link as soon as your order ships. Tracking can take 1 to 2 days to show its first update.

Orders with more than one item

Items in the same order may arrive in separate packages. Free gifts and add-ons can ship separately from the Roo.

Wrong address

Email us right away if you spot a mistake in your address. We can change it until the order ships. After that, we can't redirect the package.

Lost or stolen packages

If your package hasn't arrived 30 days after you order, or tracking hasn't updated for 10 business days, email us and we'll send a replacement. If your package is marked delivered but you can't find it, check with neighbors and your local post office first. Orders with Package Protection get a free replacement for packages stolen after delivery.