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 estimated to take 5–7 business days for delivery. Please allow 2–3 business days for processing after the order is submitted to the warehouse. Once collected, the UPS tracking page will provide a more accurate delivery estimate for your area.
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.
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.
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/are in transit, a delivery address change may not be possible. Depending on the shipment status, we may be able to request a reroute through UPS. This service incurs a $35 fee, and while UPS will make every effort to update the address, they cannot guarantee success.
Will I be notified when my package is delivered?
With "Delivery Confirmed," you'll receive an email or text notification once the package has been delivered. This is useful if you're away from the delivery location. The notification includes the delivery time, location, and sometimes the name of the person who signed for it (if applicable).
UPS 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.
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 UPS 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 UPS 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. UPS may take up to 10 business days to complete a dock search. After the investigation, you can choose either a replacement or a full refund.
Exceptions:
- Orders are shipped using UPS’s “Delivery Confirmed” service, which does not require a signature. For replacement orders, a signature will be required upon delivery.
- UPS does 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 take to grow?
We recommend light use for the first 24 hours to allow your sofa 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 sofa will be fully expanded and ready for regular use.
Our breakthrough foam technology works best with time, and your sofa 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 sofa 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 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 or images of the sofa, and our team will assist you further.