EXCHANGES, RETURNS & SHIPPING, ETC
RETURNS & EXCHANGES
General
We aim to respond to all customer emails within 24 - 48 hours, during business hours 9 am PST - 5 pm PST. We will respond to emails received over the weekend the following Monday
We do not have phone service but we are certain we can work out any issues you have, through email
For returns, please email aloha.roam@gmail.com with your order number.
Please do not return shoes without a ROAM-generated label from us, we can not reimburse you for the shipping cost.
Please contact us if you do not receive a tracking number for your package
Returns
*Please email aloha.roam@gmail.com to start your return process on us. Be sure to include your order number within your email so we can process accordingly.
*Purchases may be returned or exchanged within 15 days of delivery. Returns will not be accepted after 15 days.
*We have free returns and exchanges for non-sale items. However, we can not refund the original shipping costs.
*Returns & exchange requests are accepted when the item is in new condition, with the original shoe box & labels intact. If your package is delayed or delivered late, please contact us to issue your return label
*Please include the shoebox with your return, it is considered part of the product. If they are not included, 15$ will be removed from the refund due.
This includes using the shoebox as the shipping box, 15$ will be deducted in this case as well, since the shoebox is rendered unusable.
*Please take care to walk on a carpet while considering your purchase. We will not accept shoes for return or exchange if they show signs of wear.
*If the return is worn, it will be returned to you and the cost will be deducted from any remaining refund due.
*Refund is issued upon our receipt and inspection of the returned order.
Sale Items
*All sale items are FINAL SALE and do not qualify for refunded returns.
*All sale items can be exchanged for an alternative size, or returned for store credit.
*All return shipping costs for sale items are the responsibility of the customer and will not be covered by R0AM
Exchange
please email aloha.roam@gmail.com to start your exchange process on us.
If another size is needed, Let us know in the feedback field, we are happy to exchange for any size pending stock availability.
If a different style is desired, Let us know in the feedback field, we may be able to process this as an exchange as well :)
Once your returns are received at the warehouse, they will go through routine inspection to check for wear, shoebox & labels then your exchange will be gathered and shipped out to you. A followup email will be sent with a new tracking number
Thank you so much for allowing 24 - 48 hours to respond.
R0AM is so excited to be able to offer international shipping to customers in Canada, The UK, and Australia. However, we cannot offer exchanges or returns. All sales are final. For size guidance and any questions to make sure your purchase is perfect please email us at aloha.roam@gmail.com
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SHIPPING
If you receive a “Delivered” notice but can not find your package, please email us at aloha.roam@gmail.com right away so we can help to contact the delivery service and send out any necessary alerts. The package has a better chance of recovery the sooner we are alerted.
We aim for speedy service and work to get all packages ordered before noon PST out the door to our shipper within the same day, though sometimes this may not be possible.
**Orders placed Monday - Friday before 12PM PST will begin processing that day and will ship within 2 business days.
**Orders placed Monday - Friday after 12PM PST will begin processing the next business day and will ship within 2 business days.
**Orders placed on Friday after 12PM PST or over the weekend will begin processing on the following Monday.
USPS
USPS is still experiencing delays and trouble within their network and will get worse as the holidays creep up. This includes waiting several days before scanning the package and starting it's journey. Especially, USPS Retail Ground is a very slow delivery option with no guaranteed ETA.
Priority Mail also offers no guaranteed ETA, though the automated system often suggests 2day delivery, we have observed that it is more often 4 to 7 days depending on your address.
The term "Priority" is not an accurate description and is a marketing term. It is not an expedited shipping method.
If you have chosen to ship with USPS please consider that your package will not arrive within the ETA given.
HAWAII
Please select USPS Priority Mail or UPS when shipping to Hawaii. We regret that we are unable to facilitate USPS Retail Ground shipments, the shipping time is over 30 days with no guaranteed delivery.
LOST, STOLEN, DAMAGED PACKAGE
We will work with you to file any claims needed for package recovery. Please let us know immediately if there is an issue so we can jump in ASAP. However, we are not responsible for packages that are lost, stolen or damaged in transit.
Please take care to provide a secure receipt point for delivery, I.E mailrooms, sufficient mailboxes, receptions, etc. Packages marked as delivered are considered delivered. We will not refund for stolen or missing packages.
Claims with USPS and UPS take around two weeks to sort out, after a claim is resolved we can move forward with refund or re-shipping a missing shoe, whatever is needed. We are not responsible for any claims denied by UPS or USPS.
We will not ship additional pairs or refund an order until the shipping claim with the carrier is fully resolved.
Standard shipping does NOT include insurance. We will help in any way we can to hold the shipping agency responsible and hunt for the package.
We do not alter the addresses within an order unless explicit information is given by the customer. If the package is being shipped to a wrong address, it is unfortunately, an entry error on the customer’s end. If you see that the wrong address was given in the order confirmation, please contact us right away to see if the package can be stopped before shipment.Once the package is shipped or delivered to the wrong address it is beyond our control and the carrier will not correct the delivery or re-route without a fee.
PAYMENT ISSUES
We can not charge your card/account beyond your initial purchase and we have no access to any of your payment information.
We can only refund to the original method payment. There are no exceptions to this.
If your Credit Card is closed when refund is needed, please address this with your credit card service to alert them to the refund, your credit/debit card company has solutions to route the funds accordingly
We reserve the right to refuse returns at our discretion.
General, Cont.
Orders are processed pending item availability and credit card verification. R0AM will contact you via email if there are any issues with your order.
Shipping confirmations will be updated within 36-48 hours.
R0AM does not process or ship orders on Saturdays, Sundays or Federal holidays.
FORWARDERS & ALTERNATIVE SHIPPERS
We do not work with ShippingCart.com. Any orders through them will be cancelled and refunded.
When shipping through a forwarder, all shipping and returns are the responsibility of the customer. The customer must work directly with their own forwarder for any tracking and returns. Any additional costs incurred are not covered or reimbursed. One a package is delivered to forwarder address provided, the package responsibility transfers to the customer and the forwarder.
ORDER STATUS AND TRACKING PACKAGES
Expect two emails to be sent to the address provided when the order is placed. The first confirming that the order has been placed (incl. order confirmation number) and an additional email once the item is shipped & includes the tracking number.
Use this tracking number check the status of your order online.
We are not responsible for packages that are lost or damaged in transit. Standard shipping does NOT include insurance.
If you have not received a notification, please email us at aloha.roam@gmail.com. It is likely due to a missing or incorrect email address.
ORDER CHANGES AND CANCELLATIONS
If you need to make a change to your shipping address, contact us as soon as possible. We can change the address as long as the package has not left our facility.
Unfortunately, we cannot reroute a package once it has shipped.