GENERAL SHIPPING INQUIRIES
How long does it take for an order to ship?
We ship both domestic and international orders within 48 hours of receiving the order from a customer.
Where do all orders ship from?
All orders (Domestic and International) are shipped out from our fulfillment center in Los Angeles, California, USA.
How can I track my order?
As soon as a customer's order is processed through our system an automated email is generated and sent to the customer along with the tracking number and other details regarding the package and its destination.
Can I exchange my order with another pair?
As long as the pair is unused and returned in the same condition as it was received, we are happy to exchange the pair with any other pair of the customers choosing.
*Please Note* This excludes any ROAV sunglasses that are discontinued or out of stock. If the original pair was purchased at a discount and the pair you would like to exchange was not discounted at the time of purchase, you will need to pay the difference in price if you would like the exchange.
How many pairs can I purchase and return? Is there a restocking fee?
A charge of $7.00 PER PAIR will be applied as restocking fee if a customer is returning 3 or more pairs at a given time OR is outside the 1 month return window.
INTL. SHIPPING INQUIRIES
Will I have to pay International import tax/customs charges/import duties?
The customer importing the goods assumes complete responsibility of any and all applicable taxes applied to the product by the importers country.
How much will the customs/import taxes will I be charged on my order?
Customs taxes and import duties vary widely from country to country. We recommend calling up your local customs office to understand the laws and charges applied to goods being imported into your respective country. We trust you will understand that we have no control over the customs/import taxes that your country decides to levy.
Is there a cheaper alternative to DHL Express Worldwide to avoid the $30.00 Shipping charge?
Unfortunately, DHL Express Worldwide is the most cost effective service that allows us to track and signature verify our international deliveries. Sending packages using other services gives us no guarantee about them being successfully delivered and the package often ends up getting lost.
Why did I get charged more than the $30.00 for international shipping?
DHL Express Worldwide charges fluctuate from country to country. Some countries end up being much more of a cost to send to than others. Please look at our Shipping page to find out if your country qualifies for the flat $30.00.
What countries do we NOT ship to?
We do NOT ship to the following countries at this time:
Afghanistan, Azerbaijan, Brazil, Bonaire, Colombia, Congo, Sint Eustatius and Saba, Ethiopia, Egypt, Ghana, Greece, Iran, Islamic Republic Of Iraq, Kuwait, Kenya, Kazakhstan, Democratic People's Republic of Korea, Nigeria, Niger, Morocco, Pakistan, Russia, Tunisia, South Africa, Uganda, Ukraine & Zimbabwe.
How long do International deliveries normally take to get delivered?
DHL Express Worldwide takes anywhere between 5 - 7 days to reach their destination. However, customs clearance procedures that are sometimes required, can cause delays beyond our original delivery estimates.
FRAME AND LENS INQUIRIES
Are the lenses UV Protected?
We take eye health seriously. All our lenses come with polarized lenses that offer 100% protection from UVA and UVB rays.
What is the difference between Polarized and Non-Polarized?
Polarized lenses are specialized lenses designed specifically to reduce glare from reflected surfaces such as water, snow, and glass. The main difference is that Polarized lenses are designed to block glare where as Non-Polarized lenses only colorize and block intense light.
Do you offer prescription Lenses?
All ROAV sunglasses come with prescription friendly frames; and although we do not fit the prescription lenses ourselves, most optometrists should be able to assist in switching out the lenses and refitting them with lenses that suit the customers preferences of style or lens power.
Any certified Optician & Optometrist can easily witch out the lenses since the design of our frame allows for an easy replacement of the lenses.
We work closely with an optician lab (Lensabl) in the US that is experienced in putting Rx lenses or any other lens of your choice into our frames. They provide direct to consumer pricing and ROAV customers get an additional 20% discount with them with code ROAV20.
You can find all the info for this at lensabl.com/roav.
Do you offer custom orders?
Unfortunately, we do not offer custom lens or frame options at this time. However, if you really want any of the shapes in different lenses then do write to us and we will be happy to consider the request in our next iteration.
Do the frames/lenses come with any warranty?
All ROAV sunglasses come with a 2 year manufacturers' warranty. This warranty does not cover scratches on lenses, damages caused by accident, abuse, neglect, improper use or storage of the product, unauthorized modifications, or normal wear and tear.
Do the hinges/joints loosen over time?
All ROAV sunglasses are designed using our proprietary micro screw-less hinge design. This means that the hinges/joints are formed within the 2 adjoining metal parts and hence never become loose. If for any reason the hinges do get loose we'd be happy to repair or replace the part for you at no charge.
What material are the frames? Do the frames rust?
Our frames are made from surgical grade stainless steel and are rust free. The frames undergo a vapor deposition process to ensure a consistent finish that will last through the years. Prolonged exposure to salt water may erode the plating and cause damage to the lenses.
What material are the lenses?
We use TAC lenses in ROAV sunglasses. These lenses are super lightweight, scratch resistant and shatter-proof.
If the nose pads fall off can I get replacements?
We offer free nose pad replacements and free shipping for all our customers worldwide who have misplaced or damaged nose pads. Please email us your address and preference of nose pad color to firstname.lastname@example.org for further assistance.
COMFORT AND FIT RELATED INQUIRIES
How do I know if they will fit my face?
We've provided our recommendation of what fits best on all our product pages along with the dimensions of the frame. For any other questions please feel free to reach out to our online customer service or email us at email@example.com
What about Asian and low nose bridge fit?
All ROAV sunglasses are designed to fit most nose bridges. However, we understand that some shapes definitely work better than others.
Balto, Franklin, Presley, Scarlett, Jude, Lennox, Freddy are shapes we think are most suitable for customers looking for a low nose bridge fit.
Are they adjustable in any capacity?
All ROAV sunglasses come with an adjustable temple which can be easily bent to make the fit tighter or looser. Please refer to 'Fitting Tips' page for more details.
What shapes suit a smaller heads/faces?
We understand that not all shapes are meant for everyone. So, here are a few recommendations for people looking for a smaller pair or fit.
Balto, Earhart, Freddy, Presley, Scarlett, Jude, Maverick are shapes we think are most suitable for customers looking for smaller fit.
What shapes suit a larger heads/faces?
We understand that not all shapes are meant for everyone. So, here are a few recommendations for people looking for a larger pair or fit.
Atlas, Virgil, Riviera, Dixon, Echo are shapes we think are most suitable for customers looking for a larger fit.
What does ROAV mean?
The word ROAV actually comes from the word to rove/rover as in to wander or explore or to roam. The ROAV name is a nod to our belief that we all need to be free to wander and explore and not be burdened by clunky things around us. The idea to be free to adventure is what ROAVing is all about.
Do you guys have a store in the US?
Unfortunately, we are purely online at the moment. We understand that it's hard to see a pair of sunglasses online and hope it suits well. Hence, we've offered free shipping and returns for all of our customers within the US. So, feel free to order a pair or two to try out. Shipping is on us!
Are they truly unbreakable?
ROAV sunglasses are all made from surgical grade stainless steel with our proprietary screw-less design technology. So, Yes in theory they can't exactly break but only disassemble; and hence we can always assemble them back. We only recommend that you send your disassembled pair back to us and we'd be happy to fix it for you. No questions asked and no extra charge.
*Please note* This does not apply to scratched/ broken lenses or bent/broken frames.
Do you offer any discounts/ sale's?
We run a number of different sales and discounts throughout the year. The best way to stay ahead of getting a sweet deal on our sunglasses is to sign up for our newsletter. Our most loyal customers get to know first and we do this by sending them an email when we are running a discount. You can also always reach out to us at firstname.lastname@example.org if you missed a discount.
When can I expect my refund?
We will issue a refund within 4 days of receiving your return. If for any reason you do not receive your refund please feel free to reach out to us at email@example.com for any assistance.
What is the best part of ROAV sunglasses?
ROAV sunglasses are the thinnest sunglasses in the world. Make them folding sunglasses and you're at a whole different level of coolness! With that said, because they're so thin they end up being the most convenient pair to go to especially if you're on the move like us. These fold up so nice that they become almost second nature to you and your day; kinda like your wallet it's always with you when you're ready to step out.
Why are they so expensive?
All ROAV Sunglasses comes with our proprietary screw less design micro hinge. This is essential to ensuring that:
A) Your pair will never break! They might disassemble but that's it; and although they might look and feel really fragile/flimsy they can actually take quite a beating and are extremely resilient to any form of breakage. This is further reinforced by the design of the pouch/case which ensure the sunglasses always have a secure case when they aren't in use.
B) We've used the best quality materials/methods to make durable, stylish and premium eyewear for less.
Does ROAV have an affiliate program?
Yes, we do and we'd love to have you on board. Please reach out to us through our online customer service or email us at firstname.lastname@example.org for further details.
Contact information for Retail and Distribution?
We are always looking to expand our Retail and Distribution network and we'd love to chat about how we can work together. If you are a retailer or distributor interested in carrying ROAV Eyewear please reach out to email@example.com for further details.
How does the Try At Home program work?
Your 7-day trial begins when your items are delivered. We’ll authorize your card - which does set aside those funds - but you won’t be charged.
Don’t love it? Send any items you don’t want back to us with free returns. From there, the authorization on your account will be released within a few business days (bank processing time).
Was my card charged when I placed the order?
We validate your card through an authorization for the full amount of the order. You'll see a pending authorization on your statement, but rest assured that's not a charge. We'll only charge your card for the items you decide to keep at the end of your trial period.
When does the trial period begin?
We track when the package was delivered to your house, which starts the trial period. You have until the end of your trial period to postmark returns.
How do you know not to charge my card for the items I’m returning?
We provide an ample amount of time for any returns to arrive at our warehouse before charging your card. Once the items are returned, we inspect and update your order status so you will not be charged.
What if I decided to keep the items but then want to initiate a return?
No problem! Our regular return policy is still in effect.