where is my order?

Upon placing your order you will receive a confirmation email with the estimated order lead time. Once your order has been set up for shipment you will receive a shipment notification email that will contain the carrier tracking information with an ETA for delivery. The carrier will reach out to schedule delivery via phone or email, with the exception of small parcel carriers such as UPS. If you have not received our emails you you may need to check your spam or promotions folder.

You can also log into your account* and view the "orders" page to check your order status. 

My order hasn't arrived

If your delivery date has passed and you have not received your order; you can log into your account and you will find a tracking message with all the contact information for the freight company, this is also emailed to you as soon as your shipment is released.  To further inquire about a shipment you can reach out to the freight company and to request a status update. 

Alternatively our Concierge Team can request an update on your behalf. Connect with us on our Live Chat or visit our Contact Us page to complete the contact form. 

I have not heard from your delivery company yet

Once you receive your shipment notification email you will be able to track your shipment. When your order reaches the local delivery station, the shipping company will call the number on your order to schedule delivery.

I've placed an order but heard nothing

Upon placing an order with us you should have received 2 emails.  One will be your login information and the other your order invoice. 

Ensure to check your spam, junk or promotion folders as sometimes they may appear there. Please also make sure to add us to the safe senders list to receive our future updates.

Whether your order is a in-stock purchase or a custom order our system provides updates on your order as it move along our production and logistics chain.

I've received only part of my order

Please look through all of the packaging to ensure all items are accounted for. Smaller items such as legs or hardware are typically included inside the product packaging. If a part of your order was not delivered please contact our Concierge Team by connecting with us on our Live Chat or visit our Contact Us page to complete the contact form.

My order is arriving too soon and I am not ready to receive it what can I do?

Not to worry, as long as the order has not been set up for shipment, our team will arrange for your order to be held until you are ready to receive delivery. Storage fees may apply depending on the length of time. You can request a future ship date in the delivery instructions box in the checkout, or connect with us on our Live Chat or visit our Contact Us page to complete the contact form.

It's been longer than the estimated lead time and I still haven't received my order, what should I do?

Firstly, we'd like to apologize.  We work hard with our factories, warehouses and logistic companies to reduce lead times and avoid delays, which we let you know about as and when they arise.

If you've been waiting longer than you should have and you haven't heard from us, please log in and go to 'Orders' to get the most up to date information on the whereabouts of your products or connect with us on our Live Chat or visit our Contact Us page to complete the contact form. 

I've tracked my order with your delivery company and it says it's been lost, or has already been delivered, but I don't have it. What should I do?

We use specialist third party companies to deliver your products to you as efficiently as possible. In rare cases they might experience a few hiccups or communication issues. The problem is most likely due to IT tracking issues, or there is a mix up at their local sorting facility.  

We highly recommend to call our our freight carrier using the information included in your tracking update email to locate your order, they will be able to help with any re-deliveries that may need to be done as well.  Please have your tracking number ready when contacting them.

Can I choose my delivery date?

When the local delivery agent receives your order, they will call you to schedule the delivery. Typically, the driver will also call the day of delivery to alert you they are on their way.

If your order was shipped via small parcel courier ( UPS, FEDEX ) you will not be called for a delivery date. Please track your order online to ensure that you are available to receive the delivery.

How can I change my delivery address?

If you need to change your delivery address please visit our Contact Us page to notify us as soon as possible. You can do this at any time up until 24 hours before we dispatch your item(s).  If your items have already been dispatched, changing your delivery address may not be possible or there may be a charge for arranging redelivery.  

A: We take great pride in the quality and durability of our products. All our home furnishing items undergo strict quality control and testing to ensure they meet European and American industry standards and maintain stable performance over long-term use.

How long will my order take?

Normally, we take 1-5 business days deliver small stuff. For those big furniture, we may need take about weeks deliver to you, it up to logistics. After you make an order, you can track from your email or account.

Custom orders are made from scratch at our exclusive production facilities with an all-encompassing lead time of 14 - 25 weeks. For more information about our Custom Order Policy, please see the Store Policy page.

shipping cost

We offer free shipping on all products.

Can I track my progress of my order?

When you place an your order with us, your confirmation email will contain the lead time. As soon as your order has been shipped you will also receive a shipment notification email that will contain tracking information with an ETA for delivery. If you have not received these emails to your inbox you may need to check your spam or promotions folder.

Where do you ship to?

We ship to the USA & Canada&Europe.

You may enter your zip or postal code during checkout to confirm shipping costs to your location. Please note that zip or postal codes deemed isolated or rural by our third party carriers may require additional shipping fees. Rove Concepts reserves the right to change the delivery charges or cancel an order if your address is remote or outside of our carrier's delivery zones. You will be notified regarding the changes and can decide whether to proceed or not.

A: Yes, we understand the importance of packaging. Our products are packed using professional packaging materials and methods to ensure they remain intact during transportation. We also adhere to international packaging standards for safe delivery.

A: The specific amount of taxes and duties depends on your country and region. We recommend checking your local import tax and duty policies before making a purchase to ensure smooth delivery and payment of the necessary fees.

A: Absolutely. We offer a flexible return policy. If you are not satisfied with the product, you can apply for a return within a certain period after receiving it. Please refer to our return policy page for specific return procedures and conditions.

A: Our products usually come with detailed installation and assembly guides to help customers complete the process easily. If you encounter any issues, our customer service team is always ready to assist you.

A: We take customer service very seriously. Our customer service team comprises experienced professionals who are committed to providing timely, accurate, and friendly assistance. You can reach out to our customer service team anytime with any questions or requests, and we will do our best to serve you.