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 contact us as soon as possible. Sending several clear photos or videos 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.
For certain situations, a full product replacement may be deemed necessary by a customer service representative. In these cases, a return label will be provided, and both the return and outbound shipments will be covered by ROAM. Because ROAM products are made-to-order, full replacements can take several weeks to be fulfilled and thus are recommended sparingly.
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 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 is happy to issue you a return label using our discounted rates, in which case the cost of shipping will be deducted from refund amount.
- If customer is not in possession of original packaging or an appropriate alternative, ROAM can ship out an empty box with return label. Cost of shipping out replacement packaging will be deducted from 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 (the time it takes for the funds to be returned to the account from there is up to your bank or financial provider).
Please note – if you experience issues with a ROAM product that is no longer covered by our 30-day return policy – do not hesitate to reach out for troubleshooting and alternative solutions. Whether you’ve owned your product for 3 days or 3 years, we are happy to help.