FAQ + International
Ordering & Payment
Can I change or cancel my order?
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 email@example.com with your order number 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 firstname.lastname@example.org and provide your order number for the best assistance.
Which forms of payment do you accept?
We accept Visa, MasterCard, American Express, Discover, PayPal, Amazon Pay, Apple Pay and Shopify Pay (plus, Shopify Pay Installments).
Do you charge sales tax?
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.
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.
- If you continue to have issues placing your order, please email email@example.com.
Returns & Exchanges
What is your return policy?
Please see our Returns and Exchanges page for information regarding our policies.
Promotions & Discounts
I signed up to receive 15% off my first purchase. Where is my code?
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).
What items are excluded from promotions and discounts?
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 firstname.lastname@example.org.
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 past purchases. We apologize for the inconvenience.
Can you gift-wrap my order?
Thank you for gifting Roller Rabbit! 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.
How can I purchase a gift card or e-gift card?
We currently offer e-gift cards! Search "Gift Card" on our website to purchase!
Can I return a gift?
Yes! Visit our returns portal and click the "Returning A Gift" button to get started.
What items can I personalize?
Items available for personalization are available on our personalization page. These items include many of our classic prints pajamas, loungewear, and cosmetics cases.
How much does it cost to personalize an item?
Personalization adds an additional $18 added to the cost of the item. This cost is already accounted for in the personalized product prices.
Can I include a gift message or gift-wrapping with my personalized item?
Personalized items are not eligible for gift messages or gift-wrapping at this time.
Can I change or cancel my personalized item once my order is placed?
Once an order is placed, no changes or cancellations can be made to the order.
When will my personalized item ship?
Personalized items ship separately from regular items. Please allow 10-12 business days process, produce and ship your personalized order. You will receive an email with shipping information once your order has shipped.
Can I return or exchange my personalized item?
All personalized items are Final Sale and cannot be returned or exchanged.
Roller Rabbit Products
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. 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.
Why does the item I received look different from the picture online?
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 email@example.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!
Why is the price tag different than the price I paid on the website?
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 firstname.lastname@example.org 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.
What countries do you ship to?
Outside of the United States, we ship to the United Kingdom, Australia and Canada.
Can I shop in my local currency?
Yes! International customers can browse and shop our website in their local currency by selecting their currency from the dropdown menu at the bottom of the website.
What are your shipping options?
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.
Are duties and taxes included in your product prices or shipping costs?
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.
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. 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 email@example.com and provide your order number for the best assistance.