Ordering & Billing
Returns & Replacements
Privacy & Security
What if I do not receive my entire order?
Updating Account Information
Guidebook Opt Out
SHIPPING & DELIVERY
When will my order ship?
Online orders may take 1 to 3 business days to process depending on order volume and product availability date. We do our absolute best to ship any orders placed Monday-Friday before 12 pm that same day. Upgrading your shipping from ground freight expedites the shipping portion of your order only. All California orders take 1-2 business days to arrive, so expedited shipping may not be needed. Our warehouse does not ship on Saturdays and Sundays. If you need additional information please contact Roark Customer Service at firstname.lastname@example.org or (949) 334-6453. Our business hours are Monday – Friday from 7am-5pm PST.
Where does Roark ship from?
All Roark.com orders are shipped from our distribution center at 15559 Flight Avenue, Chino, CA 91710.
When can I expect my order to be delivered?
Estimated delivery dates change based on location and are highlighted in the image below. For all UPS expedited orders (2 day, and overnight), days of delivery are only Monday-Friday. UPS does not deliver on Saturday for expedited orders. If you need additional information please contact Roark Customer Service at email@example.com or (949) 334-6453.
Has my order shipped? How can I track my order?
You will receive a shipping confirmation email as soon as your package leaves our warehouse. It will contain information to track your order. If it has been a few days since you placed your order and you have not received shipping confirmation, please contact customer service at firstname.lastname@example.org or by calling (949) 334-6453.
Do you ship to PO boxes?
We do not ship to PO Boxes at this time.
My order never arrived, what do I do?
Start by checking with surrounding houses or buildings to be sure that your item was not delivered to a neighbor. If you are unable to locate it, please contact customer service at email@example.com or by calling (949) 334-6453.
Import duties & taxes are collected and paid upon checkout. All sales are final for international orders. We do not offer returns or exchanges.
ORDERING & BILLING
Can I use two promo codes at once?
Only one offer may be redeemed at a time. NO TWO OFFERS OR PROMO CODES MAY BE COMBINED.
I ordered the wrong product, can I adjust my order?
Once an order is submitted, you cannot make changes. This includes size changes, shipping information and promotional codes. Please contact us as soon as possible so we can stop the order from shipping to you. For assistance please email firstname.lastname@example.org or call us at (949) 334-6453.
Why do I see multiple charges on my credit card for one order?
Upon submitting your order, you will see one pending authorization for each attempt made to place your order. If you did not receive an order number at order completion, then you may have entered the incorrect billing address. We recommend contacting your bank to verify the billing address on your account before trying your order again. If you see multiple pending authorizations, it could be that you entered your billing information incorrectly and tried multiple times. These pending authorizations will be removed from your bank account within 3-5 business days.
What is a pending authorization?
Pending authorizations are temporary holds on your credit line that guarantees available funds for the purchase costs. An authorization is not a charge to your account. The authorization is removed once the transaction is complete. Although pending authorizations usually last for 3 – 5 business days, the duration of these authorizations can vary. Please contact your bank for their policy regarding authorization holds.
I am trying to place an order with a pre-paid gift card, why won’t my order go through?
When using prepaid gift cards, please contact the credit card company to register and associate your address with the card before using it to order.
RETURNS & REPLACEMENTS
Need to return an item or all of your order? No worries! We have a killer 30-day Return Policy. Visit your account page and select an order to begin a return. You can also create a return through the link below. You will need your order number and shipping zip code to begin.
Can I exchange an item?
We do not offer direct exchanges, so if you wish to exchange an item you will need to return the item for a full refund and place a new order for your replacement at roark.com.
Can I return an item that I purchased at a wholesale retailer?
Sorry, but we only accept returns on product that was purchased through roark.com.
PRIVACY & SECURITY
Is your site secure?
Our secure servers protect your information using advanced encryption and firewall technology throughout the ordering process. Most browsers will show a lock icon in the bottom status bar on secure pages. Look for this icon on any web page that asks for your personal information. To further ensure your security, we use state of the art SSL (secure sockets layer) encryption to protect your personal information.
You can view your orders online and check on their status by logging into your account.
WHAT IF I DO NOT RECEIVE MY ENTIRE ORDER?
If an item that you ordered is not on the invoice that is received with your delivery, this means the item has gone out of stock. Our goal is to fill every order placed as quickly as possible. However, inventory is subject to change and any unavailable item will be canceled. We do not backorder any items and you will only be charged for the product that has been shipped to you.
UPDATING ACCOUNT INFORMATION
You can update all your account info by logging into your account
GUIDEBOOK OPT OUT
If you would like to be removed from our guidebook mailing, submit your request for removal here.