We're here to help
Real people. Real dogs.
Real fast replies.
We're a small U.S. team of actual dog people — and when you reach out, a real human writes back (usually within a few hours, always within one business day). No bots, no runaround. Whatever's going on with your order, we'll make it right.
Send us a message →Typical reply time: a few hours · 7 days a week
Send us a message
Tell us what's going on
Drop your details below and we'll reply by email, usually within a few hours. Adding your order number helps us help you faster.
Orders
Where's my order?
Most U.S. orders arrive in 3–6 business days. Follow yours in real time, stage by stage.
Track my order →Returns
Need a hand after it arrives?
Not quite right for your pup? Reach out and we'll work with you to make it right.
Get help →Billing
Don't recognize a charge?
On your statement we show up as ROVEROAK / Rover Oak Pet Co. That's your order from roveroak.com.
Ask us about a charge →A promise from our team
Something wrong? We'll fix it — fast.
If anything about your order isn't perfect — it's running late, it arrived damaged, or it's just not what you hoped — please email us before opening a dispute or chargeback. We're real people and we'll sort it out quickly: we can replace it, send you store credit or a discount to make up for the trouble, fix it, or whatever it takes to leave you and your pup happy. Filing a chargeback actually freezes your order and drags the whole thing out for weeks — one quick note to us gets it handled in hours.
Message us — we'll make it rightQuick answers
How soon will I hear back?
Usually within a few hours, and always within one business day. Email hello@roveroak.com or use the form above — both reach the same real human on our team.
How long does shipping take?
Most U.S. orders arrive in 3–6 business days after they ship, with free shipping over $40. You'll get a tracking link by email, and you can follow every stage on our Track Your Order page. In some scenarios an order may be slightly delayed and, in a few rare cases, take up to 10–14 days to arrive.
I see a charge from “ROVEROAK” — what is it?
That's your order with us at roveroak.com (your Trailhound bottle and/or The Latch). If something looks off or you don't remember ordering, email us right away — we'll look it up and sort it out. No need to call your bank.
Can I change or cancel my order?
We process orders almost immediately, so once an order is placed we're generally unable to change or cancel it, and all sales are final. As a small team, we'd much rather make things right another way than cancel — a replacement, store credit, or a discount to make up for it. Just email us and we'll find the best option for you.
Are you a real company?
100%. We're Rover Oak Pet Co., a U.S.-based small business that's shipped to 5,000+ dogs across 47 states. Real team, real dogs (Rover & Oak), real guarantee. Come say hi on Instagram @roveroak.co or email hello@roveroak.com anytime.