Customer Service

CONTACT US:
E-mail us at support@RooOutdoor.com or give us a call at 773-658-9766

ORDERS:
Roo Outdoor processes and ships in stock items within 24-48 hours Monday - Friday. If your item is out of stock you will be contacted via e-mail. 

PREORDERS:
Preorder items will be shipped as soon as they become available. If a preorder and an immediate item are ordered together, the immediate item will ship and the preorder item will ship separately once it becomes available at no additional shipping charge if the order is shipped within the USA. International preorders are held until all items can ship together. 

RETURNS:
We hope you love your Roo Outdoor purchase! If for any reason you are not 100% happy with our item(s), we accept returns within 14 days of receipt of shipment. Your items must be in their original condition with all tags attached. We will refund your original form of payment within two business days. Roo Outdoor is NOT responsible for return shipping charges. All sale merchandise is final sale. 

To return or exchange your Roo Outdoor product, follow these steps.

1.)   Print the Roo Outdoor Returns & Exchange Form and include it in the package along with a copy of your packing slip or confirmation e-mail.

2.)   Include any exchange information or the reason for your return so that we may serve you better in the future.

3.)   It is recommended that you use a method of shipping that insures the packages for the value of the contents and provides you with a tracking number. Send all returns/exchanges to the following address:

Mail your item(s) and the completed form to the address below:

Roo Outdoor
Attn: Returns
 Department
8201 Tama Court
Baltimore, MD 21208

Questions? Please e-mail us at support@RooOutdoor.com.

SHIPPING:
We offer shipping via USPS and free domestic ground shipping on orders over $100 all orders shipped within the USA.

INTERNATIONAL SHIPPING:
We offer international shipping via USPS and ship to most countries.
TAXES AND DUTIES: All customs fees, duties and taxes are the responsibility of the customer. 

Q: HOW CAN I CONTACT ROO OUTDOOR?

A: The best way to reach us is by e-mail. You can also e-mail us at support@RooOutdoor.com where responses occur within 1 business day.

You can also call us between 9:00am to 5:00pm CST Monday to Friday and we will be able to answer any questions you may have. Our customer service number is (773) 658-9766. Please be advised, due to small staff some calls may not be answered immediately during peak volume so please leave a detailed message to include full name and order number when applicable. All voicemails will be answered within 2 business days.

Q: WHERE CAN I BUY ROO OUTDOOR PRODUCTS?

A: All of our products are available at our online store. Click HERE to shop Roo Outdoor.

Q: HOW DO I KNOW IF THE PRODUCTS I WANT ARE IN-STOCK?

A: All shop products are in-stock, unless otherwise noted by a sold out icon. If the product you have selected shows as sold out, this means that we do not currently have stock of that particular item but we are hoping to receive more stock.

You can register your interest in this product by leaving us some contact details. If the item becomes available again you will receive an e-mail notification.

Q: IF I ORDERED THE WRONG PRODUCT, WHAT SHOULD I DO?

A: If you realize that you have made a mistake within an hour of placing your order, the best thing to do is to contact Customer Service. We will do our best to correct the order before processing. Because we aim to process orders within 24 hours it may be too late to alter your order if it is already being processed in our warehouse. If this is the case you will need to follow our returns procedure and return the items for an exchange. If you would like to still cancel the order, there will be a cancellation fee. For more information on our returns policy, please visit our Returns and Exchange page.

Q: HOW CAN I FIND OUT THE STATUS OF MY ORDER?

A: You will receive an e-mail once your order has been processed and shipped. You can use the tracking number included in your confirmation e-mail to determine the status of your order. If you have not received your order within 14 business days, please contact your local post office with your reference number because they may be holding your order after an unsuccessful delivery attempt. 

Q: I LIVE OUTSIDE THE USA, IS THE IMPORT TAX OR CUSTOMS DUTIES INCLUDED IN THE SHIPPING COST?

A: You are responsible for assuring that the product can be lawfully imported to the destination country. When ordering from RooOutdoor.com, the recipient is the importer of record and must comply with all laws and regulations of the destination country. Orders that are shipped to countries outside of the United States may be subject to import taxes, customs duties and fees levied by the destination country. The recipient of an international shipment may be subject to such import taxes, customs duties and fees, which are levied once a shipment reaches your country. Additional charges for customs clearance must be borne by the recipient; we have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country; you should contact your local customs office for further information. When customs clearance procedures are required, it can cause delays beyond our original delivery estimates.

Q: YOU’VE SENT ME THE WRONG ITEM, WHAT SHOULD I DO?

A: If we have sent you the wrong item by mistake, please contact Customer Service and we will arrange shipment for the items at no cost to you. We will also arrange for the correct item to be re-sent to you. When you e-mail us please ensure that you include either your order number or name and address within the e-mail along with details of the item you have received.

Q: THE ITEMS I RECEIVED ARE FAULTY OR DAMAGED, WHAT SHOULD I DO?

A: Upon receiving the items, we recommend immediately checking them for correct sizing, color and if they are faulty or damaged. If the goods we have sent you are faulty or damaged, please follow the following steps:

  1. Take 3 or 4 detailed photos of the damaged/faulty area and attach them to an e-mail
  2. Within the e-mail, please provide your Full name, Order number and Description of the damaged/faulty product
  3. E-mail to support@RooOutdoor.com and allow 5-7 business days for review. Upon review, Roo Outdoor will then send you an e-mail back with results and further instructions.

If you have any questions, you can contact us at (773) 658-9766. Monday through Friday from 9:00am to 5:00pm CST.

Q: WHAT TYPE OF CREDIT CARDS DO YOU ACCEPT?

A: We accept the following types of credit cards. Your card will be charged in US Dollars.

  • MasterCard
  • Visa
  • American Express
  • Discover
  • Western Union

Q: HOW WILL MY CREDIT CARD BE CHARGED?

A: You will be billed by Roo Outdoor. Your credit card purchase may initially post as SHOPIFY. It should adjust to Roo Outdoor within 3-7 days.

Q: MY PAYMENT FAILED/MY CREDIT CARD GOT DECLINED, WHAT SHOULD I DO?

A: To protect your security and privacy, your bank cannot provide Roo Outdoor with information about why your payment was declined. Because of this, you most likely need to contact your bank directly to solve most payment issues.

Contact your bank to resolve payment issues even if:

  • You've successfully used the payment method on a previous order.
  • You have funds available in your bank account or credit limit to cover the order cost.

Here are steps you can take to resolve payment issues:

  • Contact your bank about payment security policies. Your bank may flag any unexpected activity on your account. This includes first time orders and high value purchases, regardless of the amount of funds available (or credit limit). Your bank may require your verbal authorization to proceed with a transaction.
  • Contact your bank about daily withdrawal or purchase limits. Most banks have limits on how much money can be charged or accessed in a single day. If you exceed this daily amount, your bank may block your account from any further activity regardless of available funds in the account. Your bank may require you to request a higher purchase limit to complete the transaction.

Roo Outdoor™ is the company behind this product, and is the responsible party for the technical aspect of the webshop as well as the delivery of the goods.

The Roo Outdoor website uses cookies, tracking pixels and related technologies. Cookies are small data files that are served by our platform and stored on your device. Our site uses cookies dropped by us or third parties for a variety of purposes including to operate and personalize the website. Also, cookies may also be used to track how you use the site to target ads to you on other websites.  

Purchasing Conditions

CONTRACTING PARTY

The information below relates to this website/webshop and its content, and is run by Roo Outdoor™, also called the Company below. Customer Service also refers to Roo Outdoor™ as a company and can be contacted at support@RooOutdoor.com if nothing else is advised.

PRINT ERRORS

Roo Outdoor™ defers itself from possible print errors on this webshop and the Company does not guarantee that all pictures exactly reflect the looks of the products. 

AGE LIMIT

A person under the age of 18 years must have a permission from his or her legal guardian in order to make a purchase.

OWNERSHIP

All goods remain the property of Roo Outdoor™ until the Company has received full payment.

Your satisfaction is important to us! RooOutdoor will gladly accept your return and exchange requests – simply follow the three steps outlined on our Returns and Exchanges page. Any item purchased online (excluding specially listed and sale items) may be returned or exchanged within 14 days for a full refund*. All return and exchange requests will be processed promptly and in the order in which they were received. 

*Please Note: Items must be returned in "as new" condition (including all tags and any manufacturer packaging). SALE items are not available for return or exchange. Items that are returned used, altered or damaged will not be refunded unless we, Roo Outdoor, determine the damage to be the result of a manufacturing defect or a problem that occurred in the initial transit. Returned items received after the 14 day required period may not be accepted and/or may be subject to a $20.00 restocking fee.

RETURN SHIPPING COSTS

Roo Outdoor™ will not be responsible for expenses related to returns and/or exchanges unless we made an error in processing your order. If you believe we have made an error with your order, please call us to speak with one of our customer service representatives. It is recommended that you insure all packages sent back to us. We will not be responsible for lost or stolen packages. Sorry - no cash on delivery. When having used a debit or credit card, a monetary refund will be repaid to the card and that account. If you paid by invoice you can disregard it after a notice from Roo Outdoor has been received.

RECLAMATION

You are guaranteed an impeccable product at delivery. Should it have a defect, Roo Outdoor™ will of course cover shipping costs for the return of the product, under the condition that you have contacted Customer Service as soon as possible, but no later than 14 days after delivery.

INACCURATELY DELIVERED GOOD

Should it occur that Roo Outdoor™ has made an erroneous delivery, we ask you to contact Customer Service as soon as possible so that we could do our best to correct the problem.

A DELIVERY NOT COLLECTED

Roo Outdoor™ logs all our packages that we send out. Should we receive a package that has not been collected from you, from your post office, we will charge you as the recipient $50, expenses due to the handling and administration of the package. You will receive an invoice from us within three (3) days after we have received the uncollected package. Please note that even though you do not want the good, you still need to collect it from your post office. To collect the package is therefore cheaper than not to do so. 

SHIPPING CHARGES

Roo Outdoor™ charges Standard Shipping Rates on all shipping within the continent US only. Roo Outdoor offers Priority Shipping rates for express delivery - additional charges apply. Other rates may apply for international shipments. 

Roo Outdoor™ uses Shopify, powered by Stripe. Click for more information on Shopify or Stripe.

ORDER CONFIRMATION

When we have received your order, an order confirmation will be sent out to you by email. Make sure that the email address you provide is the correct one. Should you find any discrepancies, please contact Customer Service immediately. Remember to save your order confirmation and in case of contacting Roo Outdoor™, please provide us with your order number or have it available. If you would like to change your order, be sure to contact Customer Service as soon as possible. Roo Outdoor™ works continuously with packaging and delivering goods, and therefore hope to be able to help you although this is not always possible.

DELIVERY TIME

Normal delivery time is between 7-10 business days. Sometimes, especially during periods of high activity, we will have a longer delivery time. Thank you for being patient with us. If you place an order before 12PM and select Priority Shipping we will expedite your package to be delivered within 2-business days. If you have any concerns please contact Customer Service.

BACKORDERS

In the event that the product you want to purchase is on backorder, you will be notified and presented with an option to change your order. Should you have any questions concerning delivery or the backordered product, please contact Customer Service.

TRANSPORTATION

Roo Outdoor™ sends all its packages using USPS FirstClass Mail and USPS Priority Mail. If your product is damaged or misplaced during the transportation to you as a customer, Roo Outdoor™ is the responsible party. If you haven’t received your product during normal delivery time, please contact Customer Service. Roo Outdoor™ is responsible to send you a new product in the event that the original order could not be found or was damaged during the transportation, but you as a customer are required to contact us within 14 days after the planned delivery. In case of returns or exchanges, you are responsible and must cover the cost of sending the product back to Roo Outdoor™, in its original condition.

Roo Outdoor™ is the company behind this product, and is the responsible party for the technical aspect of the webshop as well as the delivery of the goods

FRAUD

Roo Outdoor™ works to prevent fraud. Should we suspect a fraud attempt, we will postpone the delivery until you as the customer have been identified. In such cases, your delivery may take a little longer than the expected delivery time. We hope that you will excuse us in doing so, since these processes are conducted for your own security. All attempts of fraud are reported to the police.

THE WEBSHOP

The Roo Outdoor™ webshop uses SSL (Secure Socket Layer) which is a protocol for secure transfer of data over the Internet. The protocol handles the encryption of the information that is sent and obstructs bad guys to read or get hold of it. Certain setups are necessary in order to enable SSL. This is however the standard in all the common web browsers such as Internet Explorer and Mozilla Firefox since a long time back. Should you have any questions regarding the security of your purchase and the personal information handed to us, please contact Customer Service.

ACCOUNT INFORMATION

Roo Outdoor™ does not save any information concerning your debit or credit card, or the information provided when paying by invoice. All information is sent with encryption using https and SSL-secured servers. Roo Outdoor uses Shopify, powered by Stripe. Click for more information on Shopify and Stripe.

ELECTRONIC COMMUNICATIONS

When you visit RooOutdoor.com or send e-mails to us, you are communicating with us electronically. Pursuant to the terms and conditions of use you consent to receive communications from us electronically. We will communicate with you by e-mail or by posting notices on this site. You agree that all agreements, notices, disclosures and other communications that we provide to you electronically satisfy any legal requirement that such communications be in writing.

COPYRIGHT

All content included on this site, such as text, graphics, logos, button icons, images, audio clips, video clips, digital downloads, data compilations, and software, is the property of Roo Outdoor™ or its content suppliers and protected by United States and international copyright laws. The compilation of all content on this site is the exclusive property of Roo Outdoor™ and protected by United States and international copyright laws. All software used on this site is the property of Roo Outdoor™ or its software suppliers and protected by United States and international copyright laws.

TRADEMARK

Roo Outdoor™, RooOutdoor.com, and other RooOutdoor.com graphics, logos, page headers, button icons, scripts, and service names are trademarks, registered trademarks or trade dress of Roo Outdoor™ in the United States and or other countries. Roo Outdoor's trademarks and trade dress may not be used in connection with any product or service that is not Roo Outdoor's, in any manner that is likely to cause confusion among customers, or in any manner that disparages or discredits Roo Outdoor™. All other trademarks not owned by Roo Outdoor™ that appear on this site are the property of their respective owners, who may or may not be affiliated with, connected to, or sponsored by Roo Outdoor™.

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