Free Shipping:

• Contiguous U.S.: Orders over $50 USD

Flat Rate Shipping:

• U.S.: $20 USD on orders under $50 USD
  

Please email support@rooandyou.ca for any questions.

Please note not all products are available for pick up 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
• Please use a valid street address at checkout

U.S. Orders:

• We do ship to APO/FPO addresses

International Shipping:

• Contact support@rooandyou.ca for personalized shipping quote
• 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

Lost Packages:

If your tracking shows “Delivered” but you haven’t received your order:

• Reach Out Right Away: Please contact us right away so we can look into it. If your package is suspected to be stolen, we’ll ask you to file a police report to move forward with a replacement. This step helps us prevent fraud and protect our community.
• One-Time Replacement with Shipping Protection: If you purchased shipping protection and submit a valid police report, we’ll provide a one-time replacement of the missing item. This coverage applies per item and does not extend to repeat claims for the same order.
• Protecting Your Delivery: To help avoid package theft, we recommend shipping to a secure location, requesting a signature, or keeping an eye on tracking updates.
• Important Note: Submitting a false police report is a serious offense and may be reported to authorities. Fraudulent claims may result in being restricted from future purchases.
• If your package is confirmed stolen and a police report has been filed and the investigation is complete, our standard resolution is to issue a replacement. If the item is no longer in stock, we may consider a refund. Please note that refunds are only issued in specific circumstances and are not guaranteed.

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
• Unfulfilled items
• International customs fees

Deemed Lost:

• If marked "delivered" but not received, wait up to 2 business days (max 3)
• 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 $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 

Due to the ongoing and ever-changing U.S.-Canada trade regulations, tariffs and import duties may be applied to your order. These fees are calculated at the time of purchase and are not set or collected by Roo & You; they are mandated by U.S. Customs as part of cross-border trade compliance. We understand this can be frustrating and appreciate your understanding as we navigate evolving border policies.