Business FAQs

We always suggest to check the tracking number associated with your order first to see if that tracking number has any insight for you. We have the same info as you to figure out where your package is with the tracking number. If tracking shows it was delivered but it has not, we suggest to wait a few days as USPS is currently experiencing issues with this. 

Another important note is to see if your item you ordered was on "backorder" at the time of the order. This will be noted right next to the product name in a format such as (SHIPPING XXXX)

If you have any other questions regarding the status of your order, don't hesitate to reach out to us via email or phone.

We always hope that you will receive your package within 3-5 business days, however, due to COVID we have seen packages take up to 2 weeks to reach the customer. If you live outside of the country, shipping can take up to 30 days to be received. We truly appreciate your patience during this process. 

This varies depending on the country that you are shipping to. Each country has its own customs fees, as such, we do not have any information regarding those costs. Feel free to reach out to your local customs to find out more. 


If your package has been broken due to shipping and handling, unfortunately we are not responsible for this issue per our shipping terms which you can see here. However, if you have purchased our shipping protection it will protect you in cases of broken, stolen, and missing packages. If you experience this issue, and you have purchased with shipping insurance, please contact customer service at hello@roewellness.com

The first suggestions we would have would be to check to see if the tube portion of the pump is connected to the pump. If so, the next step would be to check to see if the pump or tube is clogged for some reason. Take it out and try and run some water through it. If water is coming out and pumping then try it again in the cream. If you still don't have success with those try shaking the bottle a little bit or kind of stirring the serum. What could happen is a "serum funnel" which essentially just means there is a tunnel of air in the serum not allowing for it to pump. If none of these suggestions work, please contact hello@roewellness.com and they will get you taken care of. 

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