Store Policy

Shipping Policy

While the vast majority of orders arrive within the estimated lead times, shipping times are provided as good-faith estimates from our third-party carriers and may vary due to unforeseen factors during transit.  Rovelab.com is not responsible for any loss, damage, cost, or expense resulting from delays in shipment or delivery.

Shipping Lead Times?

In-Stock Items: Orders are typically delivered within 5–7 business days via UPS*. For eligible orders containing S8 or R4 items within the Toronto metro area, we offer an Economy shipping option (10–15 business days) fulfilled by Treadstone Logistics. Please allow 2–3 business days for processing after the order is submitted to the warehouse. Once collected, your tracking link will provide a more accurate delivery estimate for your area. *Note: We specify UPS as it handles the majority of our shipments in Canada.

Pre-Orders: Estimated arrival windows are displayed on the product page and included in your invoice. These windows indicate the expected arrival at our warehouse. Once the stock arrives, shipping to your address will take an additional 5–7 business days via UPS (or 10–15 business days via Treadstone Logistics for eligible S8/R4 orders in the Toronto metro area).

Combination Order: If your order contains a combination of in-stock and pre-order products, the items will be shipped out as they are available.

• The free item will always be shipped together with the main product, even if the free item is currently in stock.
• If your primary product is on backorder or subject to delayed shipping, the free item will be sent at the same time as the main product.
• We are unable to ship free promotional items separately.

If you have any questions about the lead time for your order, please contact our Lab for further information - hello@rovelab.com.

Can I schedule a delivery appointment?

UPS typically delivers between 9AM and 7PM for residential addresses, although times may vary based on location.  UPS offers more specific estimated delivery updates under certain circumstances, particularly if you use UPS My Choice, a free service that allows you to see a more detailed delivery window. 

Can I delay my shipment or delivery date?

Due to high demand and limited stock, we cannot store products at our warehouse or delay orders from shipment. Orders will be shipped as soon as stock becomes available. Unfortunately, we are unable to accommodate requests for delayed shipping.

If you are moving or renovating, please note that you must fully open and inspect your delivery within one week of receiving it.

Can I change my shipping address?

For orders that have not yet been set up for shipment, we can update the shipping address. Please contact us at hello@rovelab.com to request the change. All address updates must pass a fraud check via our third-party fraud prevention service.  

For orders that have already been set up for shipment or are in transit, a delivery address change is not always possible.

• Standard Shipping (UPS): We may be able to request a reroute through UPS. While they will make every effort to update the address, it is not guaranteed.
• Economy Shipping (Treadstone Logistics): Rerouting is strictly limited to the same service area. Changes are not guaranteed and are subject to carrier approval.

Please note that for any successful reroute, a $35 service fee will be incurred.

Will I be notified when my package is delivered?

Yes. Depending on your shipping method, you will be kept in the loop:

• Standard Shipping (UPS): You will receive an email or text notification upon delivery.
• Economy Shipping (Treadstone Logistics): You will receive a text message from Treadstone Logistics one day before delivery, providing a specific delivery window.

Our carriers may leave the package at your door, porch, or another safe location if you're not home. They decide the safest spot based on the delivery address. In some cases, if the driver doesn't believe it's safe, they may not leave the package and instead make another delivery attempt.

Delivery Confirmation and Liability

All orders are shipped with delivery confirmation. A shipment will be considered successfully delivered when the carrier provides proof of delivery, including but not limited to a delivery confirmation scan, delivery photograph, or recipient signature.

Once a package has been marked as delivered with valid proof of delivery, responsibility for the shipment transfers to the recipient. Rove Lab is not liable for lost or stolen packages after delivery has been confirmed, and refunds or replacements will not be issued in such cases.

If a shipment is marked as delivered but no proof of delivery is available, customers may contact our support team for further review.

What if my delivery appointment fails? 

If a UPS delivery attempt fails, UPS will typically make up to three delivery attempts on consecutive business days. After the third failed attempt, the package may either be held at a UPS location for pickup, returned to the sender, or delivered to an alternate address if arranged.  When collecting a package from a UPS location, you must bring a photo ID for verification.

My tracking page isn’t showing any updates in transit? 

When you receive your tracking number, the status may display as "Label Created." This means your order is being processed at the warehouse, which typically takes 2–3 business days. Once our carrier collects the package, tracking updates will show live scans as it moves through transit.

If tracking updates are delayed, it may be due to postponed scans or long travel distances between hubs. In rare cases of a lost package, contact us at hello@rovelab.com. Our carrier may take up to 10 business days to complete a search. After the investigation, you can choose either a replacement or a full refund.

Exceptions:

• Orders are shipped using our carriers' 'Delivery Confirmed' service, which does not require a signature. For replacement orders, a signature will be required upon delivery.
• Our third-party carriers do not deliver to P.O. Boxes.
• We are unable to ship swatch requests or orders to the following regions:
• Canadian territories: Nunavut, Yukon, Northwest Territories
• U.S. locations: Alaska, Hawaii, Puerto Rico, Guam
• Any delivery address outside of a UPS service area

Cancellation Policy

If your order has not yet begun processing at the warehouse, you may cancel your order for a full refund.  Please contact the Lab via email hello@rovelab.com or chat to request a cancellation.  The request must be received before the order is submitted for shipment.  

If the order is already processed at the warehouse or in transit, cancellation is not guaranteed.  We can contact UPS to request a reroute back to the warehouse.  While they will make every effort to accommodate the request, it is not guaranteed, and a $99 return fee will be deducted from the refund.

Can I make changes to my order? 

If your order is already processing at the warehouse or in transit, changes are no longer possible. In this case, you can refer to our return policy. Unwanted items can be returned (subject to a $99 return fee), and a new order can be placed for the desired items.

Refund Policy

Refunds can only be issued to the card of purchase.  Refunds may take 5 to 10 business days to be processed back to the card on file, depending on the card provider.

Price Adjustment Policy

If an item you purchased goes on sale, we will honor the sale price if the purchase was made within the last 7 calendar days. Beyond this 7-day window, price adjustments are no longer possible.

Damages or Defective Items

Please inspect your order within one week of delivery.  If you discover an item is defective, damaged, or incorrect, contact us right away at hello@rovelab.com with a description and photographs/videos of the issue.  We will work quickly to resolve the problem.

For damaged or defective items, resolutions may include a replacement, a discount, or a refund, depending on the situation.  Any replacement orders provided will be sent out with a signature required delivery service.

How long does my sofa or furniture take to grow?

We recommend light use for the first 24 hours to allow your sofa, bed, chair, or pouf to expand and restore its shape evenly. During the first few days, you may notice that the foam appears misshaped or that the fabric has wrinkles—this is completely normal and part of the expansion process. Over the course of a week, the foam will continue to firm up and expand, and the fabric will settle into place. By the end of this period, your furniture will be fully expanded and ready for regular use.

Our breakthrough foam technology works best with time, and your sofa or bed will continue to adapt to your body and environment, becoming even more comfortable as it completes the expansion.

To help with the process, there are a few things you can do:

• Follow our [video guide here] for tips on how to unwrap and position your furniture for optimal expansion.
• If desired, you can gently use a steamer on medium heat to help release wrinkles in the fabric more quickly.

Please note that expansion is a gradual process, and it may take at least one full week for your sofa, bed, chair, or pouf to fully expand. If you still have concerns after this time, feel free to reach out to us at hello@rovelab.com with a description of the issues and any photos, and our team will assist you further.

Free Item Promotion Policy