SHIPPING, RETURNS & COUPON POLICY

Shipping
Orders $100+ that ship to the lower 48 are eligible for free ground shipping.

  • Mid-Atlantic and Northeastern orders typically arrive within 2-3 business days.
  • Southeastern & Midwest orders typically arrive within 3-4 business days.
  • Western orders typically arrive within 5-7 business days

Expedited shipping options are available and are calculated based on your destination at check out.

Orders placed before 12pm EST are usually processed and shipped the same business day. In some instances, we will require one full business day to process orders.

Order Changes
Unfortunately, we are not able to accommodate changes after an order has been placed.

Sales & Discounts
Multiple coupon codes may not be combined on a single order. Coupon codes are not valid on sale items and bundles unless otherwise noted.  

Returns
Our return policy lasts 30 days from date of shipment. If 30 days have gone by since your shipment date, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return or exchange, your item must be unused and in the same condition that you received it. 

To begin your return and receive your shipping label, please click here.

Exchanges
If you need to exchange your purchase for another size, color or item, please click here.

Instant Exchanges 
Exchanges ship instantly! We ship your exchange as soon as you request it - even before you send back your original item. We find this especially helpful for customers that need a different size pet carrier in time for upcoming travel.

Return Shipping Fees
A return shipping label will be generated for you when you initiate a return or exchange through our portal. For returns, this shipping fee will be deducted from your eligible return amount. Exchanges receive free return shipping.

Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We endeavor to process returns within 4-6 business days.

We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment.

Lost & Damaged Packages
If you have an issue with your package and you paid for Green Package Protection Powered by Route, please submit a claim here.

If you chose not to opt-in to Green Package Protection at checkout and your package appears to be lost, please email us at woof@roverlund.com. We will open an investigation with the shipping carrier to attempt to locate your item. Unfortunately, we are not able to issue refunds for items that have been marked as delivered. Roverlund is not liable for lost, damaged or stolen items for orders which did not opt-in and pay for Green Package Protection.

Late or Missing Refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at woof@roverlund.com.

Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be emailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.