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.

Returns/Exchanges

Can I return something I purchased from Roanline?

Ordered the wrong size? Picky relative didn't like that birthday present? No worries! You may return most new, unopened and/or unused items within 14 days of delivery for a full refund, minus the return shipping costs (subject to the exceptions listed below). We will, however, pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.). Items must be in their original, unused, unwashed, and unopened condition with any tags still attached and original packaging included.

You should expect to receive your refund within four weeks of dropping your package off with the return shipper, however, in many cases you will receive your refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).

Exceptions

The following items and categories are not eligible for return:

  • Items marked as final sale;
  • Mens and Womens underwear; and/or
  • Items otherwise marked as not eligible for return

Please check the product description page to confirm whether a product is eligible for return. If you receive an incorrect or defective order, please Contact Us and we will take care of the problem.

How do I return an item?

To begin the return process, please email us at help@roanline.com with your Order Number and indicate whether you'd like to return the item(s) or exchange the item(s). 

Holiday Return Policy

If you place your order between November 1 through December 24, we will accept returns through January 10 if the item is eligible for return. We have implemented this returns period to allow holiday gift recipients to return their items. For any gifts that are returned under this Holiday Return Policy, we will give store credit to the recipient so they can choose something else, courtesy of you. 

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?

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.

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.

How Much Is Shipping?

The majority of our products are eligible for shipping at a flat rate of $6.95 or less, and most products ship for free when you order over $50 in qualifying items. Depending on the shipping provider you choose, shipping date estimates may appear on the shipping quotes page. Any shipping estimates on Roanline's website are simply estimates, and may not reflect actual delivery dates. Please also note that the shipping rates for some items we sell are weight-based. To reflect the policies of the shipping companies we use, all weights will be rounded up to the next full pound. Generally, shipping is by standard ground delivery. Any shipping or handling charges may or may not reflect actual costs.

Can I Track My Order?

Of course! You will receive an email once your order ships that contains tracking information for your package. We do our best, but if for some reason you don't receive your tracking information, email us at help@roanline.com, and we'll track it down for you!

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