FAQs

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.

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