To access the Incident Report form, you may sign into RoveConcepts, go to "Incidents & Claims" and "Create a new claim". If you have any questions or have difficulties in submitting your photos, please contact us at claims@roveconcepts.com

Once you have placed your order with us  you will receive email updates throughout the fulfillment process.  You can alternatively login to your account to check for the latest updates.

If your delivery date has passed and you have not received your order; 

You can log onto your account via www.roveconcepts.com 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 it is released.  To further inquire about a shipment you can reach out to the freight company and ask for a status update. 

Alternatively you may contact us and our Customer Services Team can look into this for you by calling 1-800-705-6217 x 2 or emailing customercare@roveconcepts.com

Once you receive the tracking information you will be able to get live updates through the shipping companies website or email.  When your order is at their local sorting facilities they will call the number on file to schedule for delivery.

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 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.

If you are not getting any emails from us please don't hesitate to contact us

If a part of your order was not delivered please contact our Customer Service Team immediately and we can help look into this matter for you.

Not to worry, give us a call or drop us an email with your order details and the date you'd like your order to be dispatched. As long as the order hasn't already left us, our team will arrange for your order to be held until you are ready to receive delivery.  Storage fees may apply depending on length of time.

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 'My orders' to get the most up to date information on the whereabouts of your products or give our customer service team a call on 1-800-705-6217 x 2 or email customercare@roveconcepts.com, please have your order number ready.

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.

When you placed your order with us, your confirmation email would of had an ETA. You will receive a few more updates on the delivery, getting a bit more accurate as the time gets closer.

If you have not received these emails or just want an update now, log into your account* and check out the "my orders" page for all the details. 

When the local delivery agent receives your furniture, they will call you to schedule the delivery. The night before the actual delivery day, the delivery agent will call you and provide a four-hour delivery window. 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 home on the delivery date.

You'd just contact us and we'll update your details. 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 isn't usually possible, and you may be charged for arranging redelivery.  

We accept Visa, MasterCard and AMEX

Yes, just give our sales team a call on 1-800-705-6217 x 1 and we'd be happy to help.  

Our hours are 7.00 am to 6.00 pm, Monday to Friday and 10.00 am to 6.00 pm Saturday and Sunday, PST.  

Payment can be declined for a variety of reasons.

The first thing to do is to check that we accept your card type. Next, make sure your card details are correct and your billing address is the one assigned to your card. 

If it still isn’t working, we recommend you give your bank a call and let them know you are making a online purchase.  This type of issue can usually be attributed to your credit card company not recognizing our company.  We are based in Canada and therefore the transaction is flagged as a suspicious foreign transaction.  Once you have spoken with your card provider you can give us a call back or send us an email to authorize us to submit the charge again.

We can only accept payments from credit cards which have a US or Canadian Billing address. 

Yes we can accept payment via PayPal for those customers who have international billing addresses. Please note the shipment can still only ship within mainland USA and Canada. If you would like to pay via PayPal, please contact our sales department to make these arrangements either by emailing sales@roveconcepts.com or calling 1-800-705-6217 x 1.

If a coupon or discount has been missed from an order, we must be notified within 72 hours of the order being placed to add or adjust the balance.  

 

Both the currency and tax for an order is based on the Shipping address, if an order is shipping to Canada the card will be billed in CAD with provincial taxes even if the billing address is in the USA.

 

Please note that there may be additional adminitrative, exchange or transaction fees charged by your credit card provider as we are a Canadian company.  To further inquire about this, please review the terms and conditions with your credit card provider.

 

Your credit card will be automatically charged for outstanding payment, including by not limited to overdue invoices and fees for additional services. 

 

Once a transaction has been completed, if the customer asks to change the credit card information or charge amount outside of 24 hours there is a 3% transaction fee reduced from the refund.

 

Please note that for all orders, including pre-orders awaiting back ordered items and custom orders the full payment will be charged upon placement of the order.  

 

We do not accept cheques with a billing address outside of the US or Canada.

Yes. There's nothing better than getting a real feel for fabric or leather. Visit our detailed swatch page to order your free swatches today!

Unfortunately we do not offer the COM (customers own material) option, we are very sorry to disappoint!

We stand behind the quality of products we sell. While cases are rare, damages and defects do happen once in a while. You must inspect your item(s) upon delivery. If damage is noted, you must sign off with the carrier agent "Damaged Upon Arrival". Please take pictures to document the damage. If an item is structurally intact and usable, accept the item. If an item is structurally damaged and completely unusable, refuse the item. If you refuse the whole shipment, including undamaged items, you are responsible for accepting the re-delivery of the undamaged items within 7 days, in addition to all costs associated with the re-delivery including but not limited to storage fees. To file your claim, contact us within three (3) calendar days, and we will attend to your claim. We insist you contact us via E-mail so that all communication is clearly documented. Claims received past three (3) calendar days from date of confirmed delivery via tracking code will not be eligible. For all damages and defects, we will require clear photographs to be attached with your claim within the three (3) calendar days of delivery. We will send out a new product, a replacement part, offer blemish discount, or offer local repair reimbursement at our discretion. If you do not wish to accept any of our solutions to the case, you will be responsible for returning the item(s) to us in order to receive your product refund.

As part of our claims process, we require the Incident Report Form to be filled out prior to resolution. You can find this form by logging into your account. Please provide photographic or video material to support your claim. Claims filed after (3) calendar days after delivery date will be considered void.

If you have received the wrong item from your order please contact us and our Customer Service Team will resolve this for you.

Not to worry, our factory may have hidden them away to protect the finished product in transit. Please ensure to check all packaging before disposing.  If you are still unable to locate the missing parts please contact us immediately.

No, this is not something that we are able to do.

Refunds can only be issued via the method of the original purchase.

Depending on the card provider, it may take up to 5 working days for the credit to appear in your statements once the refund has been processed.  

Rove Concepts cannot be held responsible for third party costs or fees associated with the credit card.

 

In stock orders cancelled after 24 hours are subject to a 3% transaction fee.

If the order has already been shipped, the cancellation is subject to any cost of outbound and reverse logistics.  

Custom orders cancelled after production has commenced will be refunded only 50% of the balance paid as all material costs have been incurred.  Custom orders cancelled after 24 hours, but before production has begun will be subject to a 3% transaction fee.   

Please contact the customer service team regarding cancellations by emailing customercare@roveconcepts.com or calling 1-800-705-6217 x 2.

If you change your mind about an item, you have (30) days from receiving the initial delivery to return the item(s) back to our warehouse.  The customer is responsible for the outbound and return shipping costs. The customer is also responsible for arranging any return shipments, including repackaging the item. Returns must be received in original packaging and original condition within 30 days from the delivery or pick up date.  Please ensure your order number is clearly marked on all boxes. Items not received in original condition/packaging cannot be refunded.  Only once the item(s) has been returned to the warehouse and have been inspected by our receiving team can the refund be issued.  

Refunds can only be issued via the method used on the original purchase.  If the original method of payment is no longer available, we will issue store credit equal to the amount of the refund.

Standard Shipping and White Glove Delivery charges are not refundable.  We do not accept any returns or exchanges on custom order furniture.  

Non-stock items, custom orders, lighting and polycarbonate items are not returnable and non-refundable.

All items marked as "Final Sale" are non-refundable and cannot be exchanged for other items as they are sold in the condition as is.  Final Sale items are exempt from regular store policy and are not covered by Rove Limited Warranty.  Strictly no exceptions will be made for Final Sale items.

If you change your mind about an item, you have (30) days for receiving the initial delivery to return the item(s) back to our warehouse.  The customer is responsible for the outbound and return shipping costs. The customer is also responsible for arranging any return shipments, including repackging the item.  Returns must be received in original packging and original condition within 30 days from the delivery or pick up date.  Please ensure your order number is clearly marked on all boxes.  Items not received in original condition/packaging cannot be refunded.  Only once the item(s) has been returned to the warehouse and have been inspected by our receiving team can the refund be issued.  

Refunds can only be issued via the method used on the original purchase.  If the original method of payment is no longer available, we will issue store credit equal to the amount of the refund.

Standard Shipping and White Glove Delivery charges are not refundable.  We do not accept any returns or exchanges on custom order furniture.  

Non-stock items, custom orders, lighting and polycarbonate items are not returnable and non-refundable.

All items marked as "Final Sale" are non-refundable and cannot be exchanged for other items as they are sold in the condition as is.  Final Sale items are exempt from regular store policy and are not covered by Rove Limited Warranty.  Strictly no exceptions will be made for Final Sale items.

We stand behind the quality of products we sell. While cases are rare, damages and defects do happen once in a while. You must inspect your item(s) upon delivery. If damage is noted, you must sign off with the carrier agent "Damaged Upon Arrival". Please take pictures to document the damage. If an item is structurally intact and usable, accept the item. If an item is structurally damaged and completely unusable, refuse the item. If you refuse the whole shipment, including undamaged items, you are responsible for accepting the re-delivery of the undamaged items within 7 days, in addition to all costs associated with the re-delivery including but not limited to storage fees.

The first step is to file a claim through our incident report.

To access the Incident Report form, you may sign into RoveConcepts, go to "Incidents & Claims" and "Create a new claim". If you have any questions or have difficulties in submitting your photos, please contact us at claims@roveconcepts.com

Claims received past three (3) calendar days from date of confirmed delivery via tracking code will not be eligible. For all damages and defects, we will require clear photographs to be attached with your claim within the three (3) calendar days of delivery. We will send out a new product, a replacement part, offer blemish discount, or offer local repair reimbursement at our discretion. If you do not wish to accept any of our solutions to the case, you will be responsible for returning the item(s) to us in order to receive your product refund.

Yes, thanks to our clever live tracking system. Once you've placed an order, just log in and go to 'My orders' where you can see all of your orders and their current status. 

We ship to USA & Canada except Hawaii, Alaska and Puerto Rico.

*Please note that zip or postal codes deemed isolated or rural by our third party carriers may require additional shipping fees. You may enter your zip or postal code during checkout to confirm shipping costs to your location. 

 

Standard Shipping

  • (Estimated 7 – 14 business days in transit) Standard Shipping for US shipments includes a delivery appointment and delivery to the ‘first dry area ', meaning to the threshold or garage of a single-detached house, or lobby or service area of a high-rise building. Standard Shipping for Canadian shipments is a curb-side delivery service and it will be the customer 's responsibility to remove the item off of the truck and bring it inside.

 

White Glove Shipping

  • (Estimated 7 – 16 business days in transit) White Glove service includes a delivery appointment inside delivery up to 1 flight of stairs, placement, and removal of large packaging materials.  White Glove may be unavailable in rural areas of Canada. 

 

If your item is custom order, this means that it will be made from scratch at our exclusive production facilities with an all encompassing lead time of 8 - 14 weeks*.  We require the full deposit and for more information about our Custom Order Policy, please see the Store Policy page [here].

*Due to seasonal holidays, orders submitted from December 12th to March 24th have an estimated 14 - 20 week lead time.
 

If you have selected Standard Shipping this includes a delivery to the threshold, described as the "first dry area or garage" or lobby/service area of a high-rise building, unless shipped with UPS or a small parcel carrier for which a signature will be required upon delivery. 

Standard Shipping for Canadian shipments is a curb-side delivery service and it will be the customer’s responsibility to remove the item off of the truck and bring it inside.

If you have selected White Glove Shipping this includes a delivery appointment inside delivery up to 2 flights of stairs, placement, assembly and removal of large packaging materials.

 

It's important to keep in mind that there are some items for which the White Glove service does not include assembly (bookcases/shelving units), please refer to the 'details & specs' section of the product page for further information or contact our customer service team customercare@roveconcepts.com.  

For full details on our shipping policies please visit http://www.roveconcepts.com/store-policy_65.html

All orders will be delivered for a flat fee to anywhere in the US and Canada. Customers may choose to upgrade to optional white glove delivery. Please note, deliveries to some remote areas may be charged extra. Shipping prices are calculated on website prices before coupon codes are applied, with exception to Dining Sets. Shipping prices for Dining Sets are calculated on individual product website prices before coupon codes are applied.

Yes we do, and we'd love to meet you! 

Our address is 990 West 7th ave, Vancouver BC, Canada.

As we have limited space we try to showcase our latest additions and most popular products, this will give you the chance to see the quality of our pieces.  As these are primarily display models we do not have products to purchase in our showroom.  

Our showroom located on 990 W 7th avenue is primarily used as a place to display our products meaning that most of the larger furniture items are display only and not for sale.  We do have some smaller accent items for sale and occasionally a floor model for sale so we would encourage you to come by for a visit or give our sales team a call to find out more information on 1-800-705-6217 x 1.  

We'd love to hear from you, please visit our detailed trade page to learn more on opening a trade / designer account: https://www.roveconcepts.com/trade-program

To place an order with Trade Discount, please contact our Trade Service rep Elia by emailing [trade@roveconcepts.com] or calling 1-800-705-6217 x 117.  She will be able to assist you with creating quotes, placing orders and general inquiries!

As per our [store policy] discounts and coupons are limited strictly to one per order.