FAQS

Ordering & Payments

What's the status of my order?

You will receive an email as soon as your order ships (usually within 24-48 hours after placing your order).
If you do not receive a shipping confirmation, please check your spam or junk folder.

If you have an account, you may check on the status of your order by logging in to your account and selecting the "My Orders" tab.
Alternatively, you can track the progress of your order here by entering your order number and email address.

Can I change or cancel my order?

We aim to process and ship orders as quickly as possible.
As a result, we are unable to edit or cancel orders.
In any case, please email service@rollerrabbit.com and we will do our best to assist you.

Why is an item(s) missing from my order?

We're sorry you have not received your complete order.
The item(s) may be out of stock.
Please email service@rollerrabbit.com and provide your order number for best assistance.

PAYMENT QUESTIONS
Which forms of payment do you accept?

We accept Visa, MasterCard, American Express, Discover, PayPal, Amazon Pay and Apple Pay.

When will I be charged?

We will perform an authorization once you place your order to confirm funds are available for your purchase.
We will collect the funds once your order ships.

Do you charge sales tax?

By law, we are required to collect sales tax on behalf of states where we have a physical presence.
Sales tax will be calculated during checkout and collected based on the shipping address.
We have stores in the following states: California, Connecticut, Florida, Georgia, New Jersey, New York, and Texas.

Why was there an error processing my order?

If you receive an error message after trying to place your order, please check the following:

Check for typos, misspellings, or extra spaces in your name, address, or zip code.
Make sure your billing name (including middle initial) and address match exactly what is on file with your bank.
Verify that your security code is correct.

RETURNS QUESTIONS

Please click here for more information regarding Returns and Exchanges.

PROMOTIONS AND DISCOUNTS QUESTIONS
I signed up to receive 15% off my first purchase. Where is my code?

Welcome and thank you for signing up to our mailing list!
You will receive an email with a unique promo code within 5 - 10 minutes of signing up.
If you do not see an email from us, please check your spam or junk folder (or "Promotions" tab for Gmail users).

What items are excluded from promotions and discounts?

Our most popular items are not eligible for discounts due to high demand.
If an item in your cart is ineligible, the item will remain at full price.
If all of the items in your cart are ineligible, you will see a "Coupon Code is Not Valid" message.

Can I use more than one promo code on an order?

Only one promotional code may be used per order.

Do you honor price adjustments?

Current promotions are not valid on prior purchases. We apologize for the inconvenience.

SALE ON SALE: EXTRA 30% OFF SALE (TAG30) TERMS AND CONDITIONS

30% off discount valid on the purchase of all sale items in Roller Rabbit stores and at www.rollerrabbit.com from
May 21, 2019, 12:01am EST through May 28, 2019, 11:59pm EST. Excludes all full-priced merchandise.
Subject to stock and availability. Not valid on prior purchases or in combination with any other promotion,
discount code, coupon and/or offer. Not valid for cash or cash equivalent. Void where prohibited.
Taxes and other restrictions may apply. To redeem online, enter code TAG30 in the promo code box at checkout.
Limit one promo code per order. Valid in the U.S only. Terms are subject to change.

GIFTING QUESTIONS
Can you gift-wrap my order?

Thank you for gifting Roller Rabbit!
Unfortunately, we do not have gifting options available online.
We hope to offer this service soon and will update our site accordingly.

If you would like your order to be gift wrapped, please call one of our stores to place a phone order.
Our store associates will be happy to gift wrap your order and ship it to your recipient. You can view our store locator here

How can I purchase a gift card?

We're sorry. We do not offer gift cards at this time.

PRODUCT QUESTIONS
What is hand block printing?

Hand block printing is a centuries old craft performed by the finest artisans in India.
This painstaking process involves the application of raw mixed paints on fabric using handmade irons or woodblocks.
Because this is all done by hand (not one machine involved) and then dried by the sun, you will find some color and printing differences between fabrics and products.
This is what gives our collection its unique charm, and makes each piece special.

What is the best way to care for my item?

Please follow the washing instructions on each individual garment.
Many of our products can be machine washed in cold water.
Please wash with mild detergent under the gentle cycle.
We recommend line drying, especially if the item has intricate embroidery, delicate tassels, or other embellishments.
We recommend using dryer or tennis balls when tumble drying our quilts and baby blankets.

Why does the item I received look different from the picture online?

Due to the handmade nature of our items, from time to time there may be slight differences in color between products pictured on our site and items you receive.
While we work hard to make sure what you see is what you get, sometimes variations happen during production and drying times.
The color shown in our product images is as close a representation we can provide.
In addition, color accuracy may differ depending on your screen settings.
If you are unsatisfied with your item, please view our Returns & Exchanges policy here.

CONTACT US

Email is the best form of contact.
Please send your questions to:
service@rollerrabbit.com

Frequently Asked Questions

Important information regarding refunds: We work to ensure all product is refunded to our customers within 14 business days of it’s receipt at the return address on your pre-paid return label. If has been more than 14 business days since your return was delivered to us, please contact us at service@rollerrabbit.com  with your order number and our team will work to process your refund ASAP. 

Ordering & Payment 

What's the status of my order?

You will receive an email confirming your order as soon as you checkout. Once your order ships, you will receive another email confirming that your order has been shipped. If you do not receive an order confirmation email, please check your spam or junk folder. We aim to ship orders within 24-48 hours after purchase, with the exception of personalized items. 

If you have an account, you may check on the status of your order by logging in to your account and selecting the "My Orders" tab.
Alternatively, you can track the progress of your order here by entering your order number and email address.

 

Can I change or cancel my order?

We aim to process and ship orders as quickly as possible.  As a result, we are unable to edit or cancel orders. In any case, please email service@rollerrabbit.com and we will do our best to assist you.

 

Why is an item(s) missing from my order?

We're sorry you have not received your complete order. The item(s) may be out of stock. Please email service@rollerrabbit.com and provide your order number for the best assistance.

 

Which forms of payment do you accept?

We accept Visa, MasterCard, American Express, Discover, PayPal, Amazon Pay and Apple Pay. We also offer Afterpay, which allows you to pay in installments.

 

Do you charge sales tax?

By law, we are required to collect sales tax on behalf of the states that we ship to. Sales tax will be calculated during checkout and collected based on the shipping address.

 

Why was there an error processing my order?

If you receive an error message after trying to place your order, please check the following:

  • Check for typos, misspellings, or extra spaces in your name, address, or zip code.
  • Make sure your billing name (including middle initial) and address match exactly what is on file with your bank.
  • Verify that your security code is correct.

Returns & Exchanges

Please see our Returns and Exchanges page for information regarding our policies.

 

Are swim items returnable?

Yes! However, please note that items must be unwashed, unworn and with original tags and hygienic liner.

Promotions & Discounts 

I signed up to receive 15% off my first purchase. Where is my code?

Welcome and thank you for signing up for our mailing list! You will receive two emails. One will confirm you have signed up for our mailing list. A second email with a unique promo code within 5 - 10 minutes of signing up. If you do not see an email from us, please check your spam or junk folder (or the "Promotions" tab for Gmail users).

 

What items are excluded from promotions and discounts?

Our promotions vary. At times we exclude specific items from promotional features. If you are having difficulty adding a promo code to your order, please contact us at service@rollerrabbit.com.

 

Can I use more than one promo code on an order?

Only one promotional code may be used per order.

 

Do you honor price adjustments?

Current promotions are not valid on past purchases. We apologize for the inconvenience.

Gifting 

Can you gift-wrap my order?

Thank you for gifting Roller Rabbit! We currently offer a gift-bag option as well as a gift-messaging option for online orders. You will have the opportunity to select gift-bag or gift-messaging during the first step during checkout. 

Unfortunately, personalized items are not eligible for gift messages or gift-wrapping at this time.

 

How can I purchase a gift card or e-gift card?

We're sorry. We do not offer gift cards at this time.

Personalized Items

What items can I personalize?

Items available for personalization will have a "Personalize" button on the product page. These items include many of our classic prints pajamas, loungewear, and cosmetics cases.

 

How much does it cost to personalize an item?

Personalization is an additional $18 added to the cost of the item.

 

Can I include a gift message or gift-wrapping with my personalized item?

Unfortunately, personalized items are not eligible for gift messages or gift-wrapping at this time.

 

Can I alter my personalized item once my order is placed?

Unfortunately, once an order is placed, no changes can be made to the personalization.

 

Can I cancel my order of personalized items?

Unfortunately, once an order for personalized items is placed, it cannot be canceled.

 

When will my personalized item ship?

Personalized items ship separately and will take up to 10-12 business days to ship.

 

Can I return or exchange my personalized item?

All personalized items are Final Sale and cannot be returned or exchanged. Please click here for more information regarding Returns and Exchanges.

Roller Rabbit Products

What is hand block printing?

Hand block printing is a centuries old craft performed by the finest artisans in India. This painstaking process involves the application of raw mixed paints on fabric using handmade irons or woodblocks. Because this is all done by hand (not one machine involved) and then dried by the sun, you will find some color and printing differences between fabrics and products. This is what gives our collection its unique charm, and makes each piece special.

 

What is the best way to care for my item?

Please follow the washing instructions on each individual garment. As a general rule, treat our products as hand wash items, particularly our comforters.  Please wash with mild detergent under the gentle cycle with cold water. We recommend line drying, especially if the item has intricate embroidery, delicate tassels, other embellishments or is one of our bedding items. We recommend using dryer or tennis balls when tumble drying our quilts and baby blankets although line drying is preferred if possible

 

Why does the item I received look different from the picture online?

Due to the handmade nature of our items, from time to time there may be slight differences in color between products pictured on our site and items you receive. While we work hard to ensure accuracy and consistency, sometimes variations happen during production and drying times. In addition, color accuracy may differ depending on your screen settings. If you are unsatisfied with your item, please view our Returns & Exchanges policy here.

If you reach out to our service@rollerrabbit.com email address to discuss a product you have received, please include pictures showing the issue you encountered, the whole garment and the tag along. Including the date and location of purchase will also make it easier for us to assist you.

CONTACT US

Email is the best form of contact. Please send your questions to: service@rollerrabbit.com