Store Policy

Shipping Policy

While the vast majority of orders arrive within the estimated lead times, shipping times are provided as good-faith estimates from our third-party carriers and may vary due to unforeseen factors during transit.  Rovelab.com is not responsible for any loss, damage, cost, or expense resulting from delays in shipment or delivery.

Shipping Lead Times?

In-Stock Items: Orders are estimated to take 5–7 business days for delivery. Please allow 1–3 business days for processing after the order is submitted to the warehouse. Once collected, the Direct Freight Express tracking page will provide a more accurate delivery estimate for your area.

Pre-Orders: Estimated arrival windows are displayed on the product page and included in your invoice. These windows indicate the expected arrival at our warehouse. Once the stock arrives, shipping to your address will take an additional 5–7 business days via Direct Freight Express.

Combination Order: If your order contains a combination of in-stock and pre-order products, the items will be shipped out as they are available.

• The free item will always be shipped together with the main product, even if the free item is currently in stock.
• If your primary product is on backorder or subject to delayed shipping, the free item will be sent at the same time as the main product.
• We are unable to ship free promotional items separately.

If you have any questions about the lead time for your order, please contact our Lab for further information - hello@rovelab.com.

Can I schedule a delivery appointment?

We partner with Direct Freight Express to ensure your orders arrive safely and on time. With their trusted parcel service, you can:

Track Your Order: Receive real-time updates and estimated delivery times via SMS or email.

Flexible Delivery Options: If you're not home, you'll receive instructions to reschedule or provide alternative delivery instructions. In some cases, parcels may be left in a safe place with photographic proof to confirm delivery.

Secure Deliveries During Business Hours: Deliveries are made Monday to Friday, between 8:00 AM and 6:00 PM.

Can I delay my shipment or delivery date?

Due to high demand and limited stock availability, we are unable to store products or delay shipments. Orders will be dispatched as soon as stock becomes available, and we cannot accommodate requests for delayed shipping.

If you are moving or renovating, please ensure you fully open and inspect your delivery within one week of receiving it. We strongly advise against leaving items unopened in their packaging for an extended period.

Can I change my shipping address?

Unfortunately, we’re unable to change the shipping address once an order has been prepared for shipment. We apologize for any inconvenience this may cause. For further assistance or to explore possible options, please contact us at hello@rovelab.com.

Will I be notified when my package is delivered?

Yes, you will receive an email or SMS notification from Direct Freight Express once your package is delivered. If your parcel is left in a safe place, the driver will take a photo for confirmation, and you'll be notified with details of where it was left.

What if my delivery appointment fails? 

If your delivery appointment fails, Direct Freight Express will attempt to contact you to reschedule. You may also be able to provide alternative delivery instructions through their tracking page.

My tracking page isn’t showing any updates in transit?

If your tracking page isn’t showing updates right away, don’t worry! Once your order is set up, we’ll send you the tracking information. Please note, it can take 1-3 business days for the warehouse to process your order and for the carrier to pick it up. During this time, the tracking page may show a status like "Label Created." Updates will appear as soon as your shipment is on its way.

Exceptions:

• Direct Freight Express does not deliver to PO Boxes or Parcel Lockers. Their services are only available to physical delivery addresses, including residential and business locations. Please provide a valid street address for delivery.

• We also do not ship to Tasmania, Northern Territory, or Western Australia. Please ensure your delivery address is within our serviceable areas
• While most shipments with Direct Freight Express do not require a signature, orders sent as replacements for lost, damaged, or warranty claims will require a signature for secure delivery.

Cancellation Policy

If your order has not yet begun processing at the warehouse, you may cancel your order for a full refund.  Please contact the Lab via email hello@rovelab.com or chat to request a cancellation.  The request must be received before the order is submitted for shipment.  

If the order is already processed at the warehouse or in transit, cancellation is not guaranteed.  We can contact Direct Freight Express to request a redirect back to the warehouse.  While they will make every effort to accommodate the request, it is not guaranteed, and a $99 return fee will be deducted from the refund. If the item is already delivered or out for delivery, please refer to our Return Policy.

Can I make changes to my order? 

If your order is already processing at the warehouse or in transit, changes are no longer possible. In this case, you can refer to our return policy. Unwanted items can be returned (subject to a $99 return fee), and a new order can be placed for the desired items.

Refund Policy

Refunds can only be issued to the card of purchase.  Refunds may take 5 to 10 business days to be processed back to the card on file, depending on the card provider.

Price Adjustment Policy

If an item you purchased goes on sale, we will honour the sale price if the purchase was made within the last 7 calendar days. Beyond this 7-day window, price adjustments are no longer possible.

Damaged or Defective Items

Please ensure you fully open and inspect your items within one week of delivery. If you find an item is damaged, defective, or incorrect, contact us immediately at hello@rovelab.com or via live chat. Be sure to include a description of the issue along with photos or videos for our records. We’ll work promptly to resolve the issue and offer a solution. Depending on the situation, we may provide a replacement, a discount, or a refund.

Any replacement orders will be shipped using a signature-required delivery service to ensure secure delivery. 

Please note: any reports of damage or defects must be submitted within one week of delivery. Claims made outside this timeframe will not be accepted.

How long does my sofa or furniture take to grow?

We recommend light use for the first 24 hours to allow your sofa, bed, chair, or pouf to expand and restore its shape evenly. During the first few days, you may notice that the foam appears misshaped or that the fabric has wrinkles—this is completely normal and part of the expansion process. Over the course of a week, the foam will continue to firm up and expand, and the fabric will settle into place. By the end of this period, your furniture will be fully expanded and ready for regular use.

Our breakthrough foam technology works best with time, and your sofa or bed will continue to adapt to your body and environment, becoming even more comfortable as it completes the expansion.

To help with the process, there are a few things you can do:

• Follow our [video guide here] for tips on how to unwrap and position your furniture for optimal expansion.
• If desired, you can gently use a steamer on medium heat to help release wrinkles in the fabric more quickly.

Please note that expansion is a gradual process, and it may take at least one full week for your sofa, bed, chair, or pouf to fully expand. If you still have concerns after this time, feel free to reach out to us at hello@rovelab.com with a description of the issues and any photos, and our team will assist you further.

Free Item Promotional Policy