Shipping policy

Shipping Policy

Everything you need to know about how (and when) your order gets to you.

Where we ship

We currently ship to the United States, United Kingdom, Canada, and Australia. International orders may be subject to import duties, taxes, or customs fees charged by the destination country. These are the responsibility of the customer and are not included in our prices or shipping charges.

Processing time

Orders are hand-packed and shipped within 12–24 hours of being placed. Orders placed on weekends or holidays ship the next business day.

Shipping options & timeframes

Standard shipping (continental US): 3–5 calendar days. Free on orders $40 and up, $4.95 below that.
Hawaii, Alaska & US territories: 5–10 business days.
APO/FPO/DPO addresses: 7–14 business days. We absolutely ship to service members and their families.
PO boxes: Yes, we ship to PO boxes via USPS.
International (UK, Canada, Australia): typically 7–16 business days, plus any time held in customs.

Delivery delays & special circumstances

The timeframes above are estimates, not guarantees. In special circumstances — customs clearance, remote or rural delivery areas, peak periods, weather events, carrier disruptions, or an incorrect or incomplete address — delivery can take up to 20 days, and sometimes longer for international orders. Delays caused by carriers or customs are outside our control. Please allow the full window before contacting us about a delay.

Tracking your order

You’ll get a shipping confirmation email with tracking the moment your package leaves our fulfillment center. You can also check the current stage of your order anytime on our order tracker.

The 7 stages of every order

Order received — we’re preparing your order for shipment.
Leaving the fulfillment center — hand-packed and on the move.
In transit — crossing the distance.
In your region — your package has arrived in your area.
Final processing — sorted and routed to your local carrier.
Out for delivery — today’s the day.
Delivered — your Trailhound is home.

Stuck in transit?

Carrier scans update every 24–48 hours, and transit segments can sometimes go silent for several days — longer for international shipments moving through customs. That’s normal. If you don’t see movement for an extended period, email support@roveroak.com and we’ll dig in.

Lost or never-arrived packages

If carrier tracking shows your order was never delivered, email us once it has been 20 days (US) or 30 days (international) since the ship date. We’ll send a free replacement at no cost. If the product is out of stock or otherwise unavailable, we may, at our sole discretion, offer store credit or a refund. An order cannot be treated as lost before these windows. Full details in our Return & Refund Policy.

Damaged, defective, or wrong item on arrival

If your package arrived damaged, the item is defective, or you received the wrong item, email support@roveroak.com within 7 days of delivery with your order number and a clear photo. We’ll send a free replacement at no cost.

What we do not cover

Packages marked delivered by the carrier but reported missing afterward (porch theft, etc.)
Delays caused by carriers, customs, weather, or natural events outside our control
Import duties, taxes, or customs fees charged by the destination country
Packages returned to us due to incorrect addresses, unclaimed packages, or repeated failed delivery attempts
Refused deliveries

See our Return & Refund Policy for full details on when refunds and replacements are available, and for the mandatory consumer rights that apply in the UK, Australia, and Canada.