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FAQS

ORDER QUESTIONS
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, and PayPal.

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.

BREAST CANCER RESEARCH FOUNDATION DONATION

Roller Rabbit is proud to support the Breast Cancer Research Foundation; an organization dedicated to
preventing and curing breast cancer by advancing the world's most promising research.
For every purchase of 'pink hearts' products made from October 11, 2018 12:01 am EST through October 14, 2018, 11:59pm EST,
Roller Rabbit will donate 15% of the proceeds to the Breast Cancer Research Foundation.
Please note that Roller Rabbit is an independent retailer donating proceeds to the Breast Cancer Research Foundation and is not an affiliated entity.

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 recommed 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