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Help & FAQ

General

What Is Roanline?

Roanline is your destination for the best outdoors (and outdoors-inspired) clothing and gear for women and men. Our mission is to bring you great products and experiences to inspire more adventurous lives spent outdoors. So whether it’s your first hike or you’re planning your next adventure at the local pub, we've got everything you need.  

How Do I Subscribe/Resubscribe To Your Emails?

 Awesome! You can subscribe to our newsletter by entering your email address under Newsletter Sign Up and clicking Subscribe. Alternatively, you can subscribe by clicking the “Newsletter” link under the Customer Service section at the bottom of our site.

Orders

Can I Modify An Order That Has Already Been Placed?

In certain cases, we can modify or cancel an order before it has been shipped. Send an email to help@roanline.com with your order number, and we'll do our best to take care of it!

Can Items From The Same Order Be Shipped To Different Addresses?

Unfortunately, we cannot ship items from the same order to different addresses.  If you need to ship items to multiple addresses, you can place multiple orders to be delivered to different addresses.  Feel free to contact us at help@roanline.com with your order number if you need assistance.    

Can I Change The Delivery Location of a Package That Has Already Been Shipped?

In most cases, we cannot change the delivery location of a package that has already left our offices.  If you need to change a delivery location, please contact us as soon as possible at help@roanline.com with your order number, and we will do our best to take care of it! 

How Do I Purchase a Gift Certificate?

You can purchase a gift certificate by clicking on the "Gift Certificate" link at the top of the page, or by clicking this link: Gift Certificate.  Once you purchase the Gift Certificate, it will be emailed to the recipient.  Alternatively, you can specify your own email in the recipient field, and you may forward the email containing the Gift Certificate or print out a paper copy of the Gift Certificate.  

How Do I Redeem My Gift Certificate?

If you're not already a Roanline member, you must sign up before redeeming your Gift Certificate.  Once you're a member, you can use the Gift Certificate to pay for your order at the Checkout page.  Just enter the code on your Gift Certificate in the box marked "Redeem a Gift Certificate or Coupon."  Once you have applied the code, any remaining balance on the Gift Certificate will be automatically saved as a credit to your account so you can use it again in the future.  If your order total exceeds the amount of your Gift Certificate, you will be prompted to pay the balance using a Credit Card.  

If I Purchase a Gift For Someone, Can They Return It?

Of course.  All of our packages ship with a gift receipt. Have the recipient contact us at help@roanline.com and we'll get to work on returning or exchanging their gift item.  Please be advised that our standard Return Policy applies to all purchases, including gifts.  

Does Roanline Provide Gift Wrapping for Orders?

Not at this time, but we're looking into adding this service in the future. 

My Account

Can I Change the Email Address and/or Password on My Account?

Of course.  Navigate to your account page by clicking the "My Account" link at the top of any page.  From the "My Account page," click the "Your Account Details" link on the left side of the screen.  You can change your email address and/or password on this page and click "Update" for any changes to take effect.   

What if I Forgot My Password?

It happens to the best of us! To reset your password, click the "Forgot Your Password?" button at the login page.  You will then be prompted to enter your email address, and once you click "Continue," an email will be sent to you with instructions for resetting your password.  If you have any questions or need assistance, feel free to contact us at help@roanline.com.

Can I Change My Saved Shipping and/or Billing Addresses?

You bet. Navigate to your account page by clicking the "My Account" link at the top of any page.  In the My Account page, click the "Your Address Book" link on the left side of the My Account page.  You can edit your address on this page by clicking the pen icon. Be sure to click "Update" for your changes to take effect.  

Shipping

When Will My Order Ship?

Most of our in-stock products ship within 1-2 business days of your order. Each product featured on Roanline includes an estimated shipping date on the product page. Once your order ships, you will receive an email containing tracking information that will allow you to track your order's delivery progress.

Can I Track My Order?

Yes, when we send your shipping notification email, it will include a tracking number and/or a link to the tracking page for the shipping carrier.

Can I Change the Shipping Information After I've Placed an Order?

In most cases, we cannot change the delivery location of a package that has already left our offices. If you need to change a delivery location, please contact us as soon as possible at help@roanline.com with your order number, and we will do our best to take care of it!

How Do I Cancel My Order?

In certain cases, we can cancel an order before it has shipped. Send an email to help@roanline.com with your order number, and we will do our best to take care of it!

Credit

What Is Roanline Credit?

You can use Roanline credit to purchase merchandise from Roanline. You can receive Roanline credit by returning merchandise, winning contests or sweepstakes, referring friends, or by receiving a gift certificate. If you refer a friend to Roanline, you'll receive credit once that person makes a first purchase of $50 or more.

Does Roanline Credit Expire?

Credit that is received for returned merchandise never expires! Credit that is received from a gift certificate expires one year after the gift certificate is issued. Credit that is received for winning contests or sweepstakes or by referring friends expires one year after the credit is issued. Credit cannot be used to purchase gift certificates.

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