U.S. SHIPPING OPTIONS
We are currently experiencing delays in fulfilling and delivering orders. Please allow for 2-3 additional business days to receive your order. Thank you for your patience!
- ROKA ships to all 50 U.S. states, Washington D.C., U.S. Territories, and Minor Outlying Islands. We also ship to P.O.Boxes and APO/FPO addresses.
- All products ship from our fulfillment center in Memphis, TN.
- Orders are processed Monday - Friday (excluding holidays).
- Orders placed on weekends will ship the following Monday, excluding holidays. (Team USA are an exception; see details for Team USA orders at bottom of page.)
- Orders received by 1:00pm Central Time typically ship same business day. (Team USA orders are an exception; see details for Team USA orders at bottom of page.)
- FedEx Overnight and FedEx 2-Day deliver Monday thru Friday. For example, an Overnight order placed before 1:00 Central on Friday will deliver on Monday. (Team USA orders are an exception; see details for Team USA orders at bottom of page.)
- FedEx Ground delivers Tuesday thru Saturday.
SERVICE OPTIONS & DELIVERY TIMES
U.S. 50 STATES, WASHINGTON D.C. & P.O. BOXES
- FedEx SmartPost: 5-10 business days from ship date (10-14 days for Alaska/Hawai'i)
- FedEx Ground: 2-5 business days from ship date (5-7 days for Alaska/Hawai'i)
- FedEx 2-Day: 2 business days from ship date
- FedEx Next Day: 1 business day from ship date
- USPS Priority International: 6-10 business days from ship date
INTERNATIONAL SHIPPING OPTIONS
ROKA ships to most countries around the world and now offers Borderfree for customers outside the United States!
To shop ROKA using Borderfree, please visit - global.roka.com
- For international orders placed via our U.S. website, we ship from our U.S. fulfillment center using UPS Worldwide Express Saver. Average delivery time is 2 - 4 business days, but may be longer due to customs.
- Please note when ordering from our U.S. website, customers are responsible for ALL duties and local taxes. UPS will collect payment at delivery.
- We are unable to mark items as "gift" or "sample" to lessen duty charges.
BEFORE YOU ORDER
How are shipping costs calculated?
- Shipping costs vary depending on shipping address, shipping option and preferred shipping carrier. The USD $ rate per option will be displayed for your review at checkout. Once you select the shipping option, the fee will be applied to your order total.
Where does ROKA ship to?
- ROKA ships to the 50 U.S. states, Washington D.C., U.S. Territories and APO/FPO addresses. ROKA will not ship to countries for which the U.S. Government maintains shipping embargoes or restrictions.
Does ROKA ship to P.O. Box, APO/FPO/DPO addresses?
- Yes, ROKA does ship to P.O. Box addresses. ROKA does ship to APO/FPO addresses, but we do not ship to DPO addresses.
Can products be delivered to a different mailing address from the billing address?
- Yes, you can ship to a different address than your billing address. Your billing address should reflect the payment method address. Shipping address is at your discretion and can vary from the billing address.
How long will it take for my purchase to reach me?
- An estimate of how long it takes for your order to arrive depends on the shipping option you selected at checkout. You can reference the shipping details above to view estimates per shipping option.
ORDER CHANGES AND CANCELLATIONS
Can I cancel or change my order?
- No. We are unable to cancel or change orders once they are placed. Our fulfillment center is incredibly fast and begins working on orders almost immediately once they are placed. Please make sure to review your order details carefully, including the size and color of your gear, and your shipping address.
What if I ordered the wrong product?
- Should you accidentally place an order for the wrong product, you can take advantage of our 30-day exchange/return policy to swap for the product you meant to order.
What if I entered the wrong shipping address?
- We guarantee delivery only to the address provided at the time your order is placed. Address changes for packages already in transit are not always possible, and when they are possible, FedEx charges us a minimum of $17 to make a change. If you absolutely need to make a change, we will be happy to contact FedEx on your behalf, but we will need to collect the $17 address change fee in advance. If FedEx is unable to make the change, we will refund the address change fee. (Please note that FedEx considers a package to be "in transit" before you are notified of your tracking number.)
What if I entered the wrong billing address?
- If your order was accepted by our system, it means your credit card company accepted the address that was entered. You don't need to contact us to update your billing address.
AFTER YOU ORDER
Once I place an order, how quickly will it ship?
- Your order must be received by 1:00pm Central Time in order for it to ship the same business day. If placed after 1:00pm Central Time, it will ship the next business day.
How do I know when my order ships?
- You will receive a Shipping Confirmation email once your order has shipped from our warehouse. An order tracking number, carrier specification and a link so that you can access the order status will be available on the email.
How do I track my order?
- When your order has shipped, you will receive an order tracking number and carrier specification on your Shipping Confirmation email. The email will also provide a link so that you can access the order data.
- If you need help or have questions about tracking your order, please email firstname.lastname@example.org or call 1 (877) 985-7652 and we'll be happy to assist you!
What happens if my package gets lost?
- If your package is lost or you are having trouble locating your package, please email email@example.com or call 1 (877) 985-7652 and we'll be happy to assist you!
What should I do if my product arrived damaged?
- If your product arrived damaged, please email firstname.lastname@example.org or call 1 (877) 985-7652 and we'll assist you!
TEAM USA ORDERS
When will my Team USA order ship?
- If you place your order during the pre-order window, it will ship in mid-April. Orders will ship from ROKA headquarters and will be shipped in the order that they were received. Starting in late April, orders will typically ship within 5 to 7 business days after they are placed.