FAQs — Quick answers for a smoother day
Orders & Shipping
Where do you ship?
We ship to the United States (all 50 states and Washington, D.C.), Canada and the United Kingdom. We don't ship to any other country, to US territories (including Puerto Rico, Guam and the U.S. Virgin Islands), or to APO, FPO and DPO military addresses.
How long does delivery take?
Orders ship from our fulfillment partners' warehouses in China. Processing takes 1–3 business days, and transit takes 5–10 business days after dispatch. Most orders arrive within 6–13 business days of being placed. These are estimates, not guarantees. See our Shipping Policy for details.
How much is shipping? Will I pay customs fees or taxes on delivery?
Standard shipping is free on every order, with no minimum order value. Our prices include all taxes and import duties, and we prepay all duties, VAT/GST and customs fees. The total shown at checkout is the total you pay. You pay nothing on delivery.
How do I track my order?
We send you an email with tracking details when your order ships. Tracking updates usually appear within 2–4 business days. You can also use the Track Order page in the site menu. Your order may arrive in several packages, each with its own tracking number.
Can I change my address or cancel my order?
Yes, if you email us at info@rovebottle.com within 12 hours of placing your order and before it ships. We can't change the address after dispatch. If you are a UK consumer, you also have a statutory right of withdrawal, described in our Return & Refund Policy.
My package is late or marked as delivered but I don't have it. What should I do?
If your tracking shows no update for 10 business days, or your order hasn't arrived 25 business days after dispatch, contact us. We will investigate with the carrier. If the package is confirmed lost, we will send a replacement or give you a full refund, whichever you prefer. If your package is marked as delivered but you don't have it, check with your neighbors and around your property, then wait one business day. If it still hasn't arrived, contact us within 7 days of the delivery scan. We will open a claim with the carrier and keep you informed.
Returns & Refunds
What is your return policy?
You can ask to return an item within 14 days of delivery if you change your mind. The item must be unused (not filled, drunk from or washed), in its original packaging and complete with all parts and accessories. You pay the return shipping. There is no restocking fee. UK consumers also have a statutory right of withdrawal. See our Return & Refund Policy for full details.
How do I start a return?
Email us at info@rovebottle.com or use our contact form. Include your order number, the item and the reason for the return. Don't send anything before we reply. We reply within one business day with a return authorization and the return address, which may be in a different country from yours.
When will I get my refund?
We issue your refund within 5 business days of receiving and checking your return. It goes to your original payment method, in the currency you paid. Your bank may take another 5–10 business days to show it. Shipping is free, so nothing is deducted for shipping. If an approved refund hasn't appeared after 10 business days, check with your bank first, then contact us.
My item arrived damaged or is the wrong item. What should I do?
Tell us within 7 days of delivery. Include your order number and photos or a short video. We will send a replacement, send the missing item, or give you a full refund, whichever you prefer. Usually, no return is needed. If we need the item back, we provide a prepaid return label.
Do you offer a warranty?
We don't offer a separate commercial warranty. Your statutory rights apply. In the United Kingdom, this includes your rights under the Consumer Rights Act 2015. In the United States and Canada, implied warranties and statutory consumer rights are not excluded. If a defect appears after delivery, contact us. See our Return & Refund Policy.
Payment & Discounts
Which payment methods do you accept?
We accept major credit and debit cards, Shop Pay, Apple Pay and Google Pay. Payments are processed by Shopify Payments. Prices are shown in US dollars, Canadian dollars or pounds sterling, depending on your market.
How does the 10% sign-up offer work?
Sign up for our emails and we send you a 10% discount code by email. The code is valid on a first order only and can be used once per customer. It can't be combined with other discount codes, has no cash value and can't be applied to past orders.
Products & Care
How long do your bottles keep drinks hot or cold?
It depends on the product. Where we publish a rating, the product page states it and the conditions under which it was measured.
What are your bottles made of?
Our bottles have stainless steel bodies. The materials used in each product are listed on its product page.
Are your bottles dishwasher-safe?
We recommend hand washing. This helps protect the finish, the seals and, on smart bottles, the electronics.
How accurate is the temperature display on smart bottles?
The display gives a guide reading. It can vary with conditions and use.
Support
How can I contact you?
Email us at info@rovebottle.com or use our contact form. Our support hours are Monday to Friday, 9:00 AM–5:00 PM ET (New York time). We reply within one business day. We don't offer phone support.
