Where are your products made?
The United States, 100%. ROAM products are designed, manufactured, packaged and fulfilled from California. We have a company minimum wage of $17 per hour.
Are your products safe?
As parents ourselves, we design with safety in mind. While we provide age recommendations for most products, you are the best judge of your child’s abilities and your comfort with risk as it pertains to climbing, etc. To ensure your product lives up to its safety standards it is imperative that you follow all assembly, safety, and care instructions.
Are your products non-toxic and environmentally friendly?
The primary material used in ROAM products is Baltic Birch. This lightweight, multi-ply material is made entirely of birch plies, using no filler plies in the center. Birch trees are abundant and fast growing, causing minimal disruption to biodiversity when cut down.
All products and materials meet the California Air Resources Board’s (CARB) stringent emission standards for formaldehyde emissions from composite wood products. California’s standards are so comprehensive that they have recently been adopted by the Environmental Protection Agency and other agencies across the world.
Items that are “finished” are sealed with a food-grade, mineral-oil mixture. Non-toxic, solvent-free wood glue is used on select products.
Please note that because our products are made out of natural wood, slight color variation between pieces and products is normal. As is the presence of oval or irregular shaped patches (color matched fixes that fill in naturally-occurring knots). We do our best to minimize inconsistencies while also maintaining sustainable and cost-effective practices.
Can I see products in person before purchasing?
We are not carried in any major retailers, nor do we have a public showroom. We do our best to give you a feel for the product through our content and are happy to answer any individual questions. If you live in San Diego, however, you may request to drop by our workshop.
How do I care for my ROAM pieces?
Items should be stored inside and away from the elements, and should be checked regularly for problematic wear. When it comes to stains (food, crayon, etc.) – treat them as soon as possible with a non-toxic cleanser or soap of your choosing. Stains become harder to remove over time. We’ve had success using slurries with baking soda or coarse salt to scrub out tough stains.
Do you offer sales or discounts?
We typically hold sitewide sales a few times each year. Sign up for our newsletter and follow us on social media to stay updated on any sales announcements. We also offer discounts to customers in the following categories:
- Teachers/Educators/Childcare Providers
- Healthcare Workers
- Caregivers of Twins or Higher Order Multiples
If you are an educator or healthcare professional seeking a discount, please send “proof of profession” to email@example.com. Accepted forms of proof include but are not limited to: photo of employee ID or badge, photo of credentials or licensing documentation, link to bio on employer website.
We cannot price-match competitors or offer retroactive discounts for items that were purchased prior to a sale.
When will I receive my order?/What’s the status of my order?
ROAM items are made-to-order. That means when your order comes in, we don’t just go pull a box off a warehouse shelf. We….well…we make your order. And that takes time.
The amount of time varies by product and seasonal demand. With an understanding that lead times factor into potential purchase decisions:
* We prominently list the lead time for each individual product on the product page, directly under the product name. (Note: Lead times are dynamic, thus these are continually updated. The accurate lead time for you is the one listed the day you ordered.)
* To proceed with checkout, customers are required to check a box acknowledging awareness of the lead times associated with their order.
We also include a reminder about production lead times in our order confirmation email.
When your order leaves our workshop, you will receive an email with shipping and tracking information. If it is beyond the stated lead time and you have not received a shipping email, please contact us.
With the breakneck pace of retail giants like Amazon setting consumer expectations, we understand how difficult it can feel to wait weeks for a handmade product. We appreciate your patience.
What is your return policy?
We want you to feel confident that a ROAM piece will be a good fit for your family and your home, so if you have any questions, please reach out to us prior to purchase.
If your item was damaged in transit, or arrived with any damaged or missing parts, please email us as soon as possible. Sending several clear photos of the problem (in the event of damage or manufacturing defects) will help us to more efficiently find a solution. Replacement parts will be provided at no cost to the customer for oversights made by ROAM. In the case of damage acquired due to improper use, improper assembly, or product modification, we may be able to offer replacement parts at cost.
We request that, if you aren’t 100% satisfied with your item, you give us the opportunity to “make it right.” If, however, you ultimately decide an item will not work for you, our returns policy is as follows:
- Customer must request to initiate a return (by contacting support here) within 30 days of receipt of item (the day item was picked up locally or the day it arrived at your home via shipping or delivery).
- Customer is responsible for cost of return shipping. ROAM would be happy to issue you a return label using our discounted rates, in which case the cost of shipping will be deducted from your refund amount.
- Once the return is received by ROAM and is determined to be in the expected condition, a refund (less the cost of original and return shipment) will be issued to the purchaser of the item via their initial form of payment.
Do you ever collaborate with content creators?
Occasionally! Due to the small size of our business and the price point of our products, we are open to product-for-post relationships only. If you are interested in collaborating with us, please send us an email with relevant handles, audience info, desired product, and preferred content medium (Whiz with Reels? professional photographer?).