Shipping
How do you ship domestic orders?
Orders placed before 1pm MST (Monday-Friday, excluding holidays) will be shipped out the same day. Please allow up to 24 hours for tracking to update to your email after the item has been shipped. Orders do not get shipped during the weekend or national holidays. For expedited shipping methods here are a few scenarios to keep in mind:
If ordering UPS 2-Day after 1pm MST on Thursday, it will ship on Friday and arrive on Tuesday. If ordering UPS or DHL 2-Day before 1pm MST on Thursday, it will ship on Thursday and arrive on Monday. UPS will not deliver on Saturdays unless it is an Overnight Shipment to a residential address. USPS will deliver on Saturdays to residential addresses.
How do you ship international orders?
PRICES ARE USD. Shipping charges do not include duties or taxes. By law we are required to disclose the full value of the package contents. For international orders we ship via UPS Worldwide Expedited or DHL. The usual shipping times range from 3-7 days, depending on your country. In some cases, USPS Priority International service will be used where UPS is out of network. This will increase ship time by 7-10 business days. Please allow up to 48 hours for the tracking information to be updated in your email (after you receive the automatic email with your order confirmation). PLEASE CONFIRM YOUR ADDRESS WAS INPUT CORRECTLY. For an incorrect address that requires the package to be returned to ROLL Recovery, you will be refunded the full purchase price of the product but not the original shipping amount paid. Please note this. If you would like the package sent again, please contact us to arrange new shipping. We do our best to make sure the package goes through as smooth as possible. For international orders, we cannot accept returns due to the time and cost of shipping. Countries may request customs on duties be paid before delivery. This is out of our control so please understand your country’s policies on duties and taxes before ordering. Returned orders due to unpaid duties and taxes will only be refunded the purchase price and not the shipping costs.
Do you ship to military?
Yes, for military APO/FPO/DPO we use USPS Priority Mail. Shipping times will vary depending on many circumstances but we will arrange the shipment to go out same day the order comes in before 1pm (mountain time).
Local Pickup
For the local pickup option, you are welcome to come to our headquarters located in Boulder, CO. Pickup hours are Monday-Friday (excluding holidays) 10am-5pm MST. The address is:
ROLL Recovery
5400 Spine Rd, Unit C
Boulder, CO 80301
Missing Packages
For domestic shipments if your tracking shows delivered but you did not receive your package please follow the instructions below:
- Check with neighbors: The most common reason for missing packages is that it was delivered to a neighbor.
- File a Claim with Shipping Company: This can be done by calling the shipping company directly or contacting ROLL Recovery.
- If the package is determined to have been stolen file a police report.
- Check your credit card for purchase protection.
- File an insurance claim: Mail theft is covered by many homeowners and renters insurance.
