Free Shipping:

• Canada: Orders over $75 CAD
• Contiguous U.S.: Orders over $50 USD

Flat Rate Shipping:

• Canada: $20 CAD on orders under $75 CAD*
• U.S.: $20 USD on orders under $50 USD
  

*Excludes Northwest Territories, Nunavut, and Yukon, while we are unable to offer free shipping here reach out to support@rooandyou.ca 

Local Pickup:

• Available in London, Ontario
• Select "Local Pickup" at checkout
  

Please note not all products are available for collection at our London warehouse, Please reach out to support@rooandyou.ca if you require additional information on whats available. 

PO Boxes:

• We do not ship to PO Boxes, except APO/FPO addresses
• Please use a valid street address at checkout

U.S. Orders - Import Tips:

• Keep orders at or under $800 USD to avoid import duty tax
• If over, split into two separate orders when possible

International Shipping:

• Contact support@rooandyou.ca for pricing
• We do not ship licensed products internationally
• Duties/taxes are not included

Final Sale Items:

• All foam items
• Opened or used: Covers, Hop House, Mega Blanket

Returnable Items:

• Unopened Covers & Hop House: Returnable within 30 days
• Customer is responsible for return shipping
• Returns are subject to a 5% restocking fee and original shipping costs will be deducted from your refund

To Cancel an Order:

• Email support@rooandyou.ca with subject: "CANCEL" + your order number
• Cancellations are subject to a 5% processing fee

Returning to Sender:

If a package is returned due to address error or refusal, shipping & handling fees will be deducted before reshipment or refund

Timeframes to Report:

• Defects: within 14 days of delivery
• Lost / stolen / misdelivered / damaged: within 48 hours of delivery
• Wrong item received: within 48 hours (please do not open the item, doing so may delay resolution)

Invalid Address Entries:

We are not responsible for missing parcels or redelivery fees due to incorrect or incomplete addresses

What It Covers:

• Lost packages
• Damaged in transit
• Missing items due to box damage

What It Doesn’t Cover:

• Incorrect addresses
• Delivery delays
• Dissatisfaction with product
• Stolen packages (replacement is one-time only, not covered again)
• Unfulfilled or pre-ordered items
• International customs fees

Deemed Lost:

• If marked "delivered" but not received, wait up to 7 business days (max 15)
• Still missing? Contact us + file police report
• We'll assist within 1–3 business days

To Submit a Claim: Email support@rooandyou.ca with:

• Subject line: CLAIM for Order #12345
• Description of issue
• Photo evidence if applicable

Unprotected Parcels:

• Carrier investigation may take 6–8 weeks
• Maximum refund typically $100 CAD per carrier policy
• If delivery was confirmed (GPS/photo), refund/replacement may not be eligible
• Shipping Protection refund

Once an order is deemed delivered, lost or damaged shipping protection is non refundable