FAQ
Ordering & Payment
We aim to process and ship orders as quickly as possible. As a result, we are rarely able to change or cancel orders. Please email service@rollerrabbit.com with your order number and we will do our best to assist you.
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.
We accept Visa, MasterCard, American Express, Discover, PayPal, Amazon Pay, Apple Pay and Shopify Pay (plus, Shopify Pay Installments).
By law, we are required to collect sales tax on behalf of states that we have reached nexus in, as defined by the applicable state and federal laws. Sales tax will be calculated during checkout and collected based on the shipping address. For international orders, you will be responsible for paying the required duties & taxes upon delivery.
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.
- If you continue to have issues placing your order, please email service@rollerrabbit.com.
Returns & Exchanges
Please see our Returns and Exchanges page for information regarding our policies.
Subscription
Every three months, you will receive 1 surprise footie or kids pajama in a branded Roller Rabbit box. The prints will be a surprise – ranging from our original Monkeys and Hearts to our fun, seasonal fashion prints.
Your subscription will ship every three months. You will get four subscription boxes per year.
Sizes will automatically change for you. We increase sizes based on our internal cadence, which you can find below. You can also change the size yourself in your subscription portal.
- 0-3M – 1 Box
- 3-6M – 1 Box
- 6-9M – 1 Box
- 12-18M – 1 Box
- 2 – 4 Boxes (1 Year of Boxes)
- 4 – 4 Boxes (1 Year of Boxes)
- 6 – 4 Boxes (1 Year of Boxes)
- 8 – 4 Boxes (1 Year of Boxes)
- 10 – 8 Boxes (2 Years of Boxes)
- 12 – 8 Boxes (2 Years of Boxes)
- 14 – Unlimited Boxes
Log into the My Accounts page. From there, click “Manage Subscription”.
Once in your portal, click “Manage Subscription”. Click into your chosen subscription and you’ll be able to change the Gender and Size of your subscription.
Yes! Log into the My Accounts page. From there, click “Manage Subscription”.
Once in your portal, click “Manage Subscription”. Click into your chosen subscription and click “skip”.
Yes! Log into the My Accounts page. From there, click “Manage Subscription”.
Once in your portal, click “Manage Subscription”. Click into your chosen subscription and scroll down to the bottom where it says “Cancel Subscription”.
We only offer exchanges on sizes. If you need to exchange your size, please email service@rollerrabbiit.com. We do not offer returns or refunds.
Route Package Protection
Roller Rabbit is proud to partner with Route, the leader in package protection and tracking solutions. By selecting Package Protection at checkout, your order will be protected from loss, damage, or theft. In the unfortunate case that your order never arrives or is broken upon arrival, you can easily file a shipping issue with Route and receive a replacement or be refunded. We are excited to offer this service to you and we highly recommend you use Green Package Protection at checkout.
Route's Green Package Protection helps cover the following instances:
- Shipping issues for packages marked "delivered" yet not received, can be approved no earlier than 5 days after the “delivery date” and no later than 15 days to ensure it was not misdelivered or easily found around the premises.
- Photos of the damaged item and packaging are required for damaged shipping issues
- Shipping issues for packages presumed to be lost (where the status is not "delivered") can be filed at any time. Issue resolution is based on the estimated delivery date for your order which is available when your claim is filed.
Purchased Route's Package Protection and looking to file a shipping issue online? File here
If your Route-protected order ends up lost, damaged, or stolen, Route’s expert support team helps ensure that your order gets replaced or refunded as preferred. Claims will be reviewed for approval within 1-2 business days from filing.
Need to file a claim? File here
Refunds: When refunding an item, Route covers the subtotal, shipping, and taxes if the merchant has Automatic Issue Resolution enabled.
In both cases, the Route Premium cost will not be refunded.
Reorders: Route will reorder the items, depending on in-stock availability. Unavailable items will be refunded, or you will be able to order another item of equal value. Route will cover the cost of any reorders including shipping, taxes, and Route Shipping Protection.
Marked As Delivered (Stolen)
- Claims will be reviewed no earlier than 5 calendar days and no later than 15 calendar days from when it was marked delivered.
- Please note, some order issues may require a police report to be filed.
- For domestic orders, claims will be reviewed no earlier than 2 calendar days and no later than 30 calendar days from the last update. The maximum filing time is 365 days from the order date.
- For international orders, claims will be reviewed no earlier than 20 calendar days and no later than 30 calendar days from the last update. The maximum filing time is 365 days from the order date.
- Claims for damaged items require photos of the packaging and item(s) and must be filed no later than 15 calendar days from when it was marked delivered.
If you insured your order with Route at checkout, you will receive a confirmation email from Route with a link to file a shipping issue.
You can also file a shipping issue on Route’s app or via the web here. To file a claim, you will need your store order number OR Route ID number and the email address that was attached to the order.
Haven’t downloaded the app yet? Download here
Route’s terms and conditions are listed here: https://route.com/terms-and-conditions/
Yes, Route is a licensed insurance company with SEG Insurance Ltd. as its partner.
Promotions & Discounts
Welcome and thank you for signing up for our mailing list! You will receive two emails. The first will require you to confirm you have signed up for our mailing list. Upon confirmation, you will receive a second note with a unique welcome promo code. If you do not see an email from us, please check your spam or junk folder (or the "Promotions" tab for Gmail users).
Our promotions vary. Our classic prints are generally excluded from sales (Amanda, Jemina, Cata, Hathi, Hearts, Monkey and Moby). Each promotion is different and may exclude additional items from promotional features. If you are having difficulty adding a promo code to your order, please contact us at service@rollerrabbit.com.
Only one promotional code may be used per order.
Current promotions are not valid on past purchases. We apologize for the inconvenience.
International
Outside of the United States, we ship to the United Kingdom, Australia and Canada.
Prices listed are in USD.
We currently offer a single, standard shipping rate to the UK, Australia and Canada. We do not offer expedited shipping at this time. Please note, our personalized product takes an additional 10-12 days to be embroidered and shipped.
We currently ship DDU (Delivery Duty Unpaid). This means you will be responsible for paying the required duties & taxes upon delivery and the shipping carrier may not release the package without payment for duties & taxes.
No, duties and taxes are not currently included in product prices or shipping costs. We currently ship DDU (Delivery Duty Unpaid). This means you will be responsible for paying the required duties & taxes upon delivery and the shipping carrier may not release the package without payment for duties & taxes.
Gifting
Thank you for gifting Roller Rabbit! We do not offer gift wrap but we do offer gift messaging. We currently offer the option to add a gift message to your order for an additional $3.00. This will be printed on branded stationary.
Personalized items are not eligible for gift messages.
We currently offer e-gift cards on our website! We also sell physical gift cards in stores! You can use both e-gift cards and regular gift cards online and in store.
Yes! Visit our returns portal and click the "Returning A Gift" button to get started.
Referrals & Rewards
Roller Rabbit Rewards is a rewards and referrals program that allows you to earn points for every dollar spent, receive exclusive access to products, and more!
Roller Rabbit Rewards is a points-based rewards program with different membership tiers. Check out the information below to learn more about the program!
Membership tiers are based on your annual spending. The annual rolling year is a 12-month period starting when you reach a certain tier. The membership tiers determine which benefits you receive.
Moby Tier: Spend $0 - $500
Hathi Tier: Spend $501 - $1500
Monkey Tier: Spend $1501+
Refer a Friend is our referral program that allows you to share a 20% off code with friends and receive 20% off code in return after they buy. The 20% off codes can only be redeemed on orders over $150.
Please note that each code is single-use and can only be used once. Cannot be applied to previous purchases. Cost of shipping is not included. Codes cannot be combined with other offers and cannot be used on gift cards.
As soon as you sign-up for an account with us, you will be rewarded with 50 bonus points. If you already have an account with us prior to the launch of the program, the 50 points will already be in your account. As you earn more, you’ll become eligible for things like free shipping, early access, and exclusive gifts.
Dollars spent translate into points earned! Depending on the tier you are in, you will receive a different number of points per dollar.
Moby Tier: 1 point for every dollar spent
Hathi Tier: 1.25 points for every dollar spent
Monkey Tier: 1.5 points for every dollar spent
You must check-out using the same email address that you've created your account with. Double check that when you checkout, especially when using ShopPay and other third party checkouts, that you are using the correct email address.
Yes, if you return your order, the points from that order will be deducted from your account.
Your points will start accumulating when you sign up for the loyalty program. Prior orders will not be applied.
Unfortunately, we don’t allow multiple discount codes to be used in a single order. This means you can only use one discount code or reward point offer on a single purchase. However, you can use either a discount code or a reward point offer with a gift card.
On Desktop:
- Log in to your account
- Add items to your cart
- At checkout, select how many points you'd like to apply to your purchase in the right-hand promo bar
On Mobile:
- Log in to your account
- Add items to your cart
- At checkout, expand your order summary.
- Select the amount you want to apply to your purchase using the drop-down in the box.
*Please note, that you may not apply a reward that covers more than your order value.
Roller Rabbit Products
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.
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. For our cult-classic, double-faced, long-staple thread cotton pajamas, we recommend only tumble drying on low heat setting to avoid excessive shrinkage.
Due to the handmade nature of some 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.
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 along with the whole garment and the tag. Including the date and location of purchase will also make it easier for us to assist you!
The price listed on the website when you added the item to your bag is the price of the item you purchased. Occasionally, prices for our website can be less or more than what is listed on the price tag hanging on the garment (depending on if the item has gone on clearance/sale or if there has been an overall price change to account for the changing cost of producing an item). If you believe that the price listed on your order confirmation and what was listed online was different, please contact service@rollerrabbit.com with the order confirmation and the price you believe was listed on the webpage and our team will be happy to ensure that you were charged the correct amount at the time of purchase.
We're sorry you have not received your complete order. The item(s) may be out of stock. At this time, if an item that you have ordered is out of stock and we are unable to ship, we will cancel and refund you for the item(s) as soon as possible. If you have any questions, please email service@rollerrabbit.com and provide your order number for the best assistance.
