Frequently Asked Questions (FAQs)
How fast can you answer my question?
We respond to all messages and emails within 24 hours, in the order we receive them.
Can I change my delivery address after placing an order?
We can update your address only if your order has not yet shipped. Please contact us within 24 hours of placing your order at support@rovellcanada.com or call +31 6 1058 8864. Orders placed after 12:00 PM (noon) EST will be processed the next business day. Once your order is dispatched, address changes are no longer possible.
How long does delivery take?
Total delivery time = Processing time + Shipping time
Order Processing Time
Our order processing time is 1 - 5 business days (Monday to Friday). This is the time required to prepare and pack your order after it is placed.
Shipping Time
Once your order has been shipped, the transit time is 1 - 3 business days (Monday to Friday), depending on your location in Canada.
Total Delivery Time
In total, your order is expected to arrive within approximately 2–8 business days from the time it is placed.
Which shipping company do you use?
We use Canada Post for all deliveries within Canada to ensure reliable service.
Will my order come in one package?
Most orders arrive in a single package. However, larger orders or items from different warehouses may be shipped in separate parcels that can arrive 1–2 days apart.
How can I track my order?
Once your order ships, you’ll receive an email with your tracking number. You can track your order anytime on our Track My Order page.
Why is my tracking number not working?
Tracking numbers may take 24–48 hours to activate after shipment. If it still doesn’t work after that window, contact us at support@rovellcanada.com for assistance.
Can I cancel my order?
Yes - you can cancel your order anytime before it has been shipped. Once shipped, orders can be returned under our 14-day return policy.
Can I return my product?
Yes. Returns are accepted within 14 days of receiving your complete order. Items must be unused, with tags, and in their original packaging. Include the completed Return Form inside your package. Returns without a completed Return Form may not be accepted.
How do I request a return or exchange?
- Download and print the Return Form.
- Complete the form and include it in your return package.
- Contact our team at support@rovellcanada.com to receive your return label.
- Drop off your package at the nearest Canada Post Service Point.
- Returns without prior authorization will not be accepted.
Return address:
GT Ecom B.V.
Betuwehaven 8
3433 PV Utrecht
Nieuwegein, Netherlands
Who pays for return shipping?
Returns for defective, damaged, or incorrect items are free, and we will provide a prepaid Canada Post label. For all other returns (change of mind, size, etc.), return shipping is the customer’s responsibility.
Is there any return or restocking fee?
No. Rovell does not charge return or restocking fees.
When will I receive my refund?
Once we receive and inspect your returned item, we will notify you of the approval status. If approved, refunds are processed within 10 business days to your original payment method. Shipping costs are non-refundable. Depending on your bank or card provider, it may take additional time for the refund to appear.
What if I haven’t received my refund yet?
If your refund hasn’t appeared, first check your bank account. Then contact your card provider, as posting times can vary. If you still haven’t received it, email us at support@rovellcanada.com and we’ll respond within 24 hours.
I received a damaged or incorrect item. What should I do?
If your item arrives damaged or incorrect, please contact our support team immediately. If possible, refuse delivery and notify us. We’ll resolve the issue quickly and cover return costs for defective or incorrect items.
What if my package is lost or delayed?
If your order takes longer than expected or tracking stops updating, contact us. We will work with Canada Post to locate or replace your package where appropriate.
Out of stock or backorder items
If an item is out of stock, we will notify you. If it remains unavailable for more than two weeks, we will issue a full refund for that item.
Contact Information
For further questions, please contact us at:
Address: Betuwehaven 8, Nieuwegein, Utrecht, 3433 PV, Netherlands
Email: support@rovellcanada.com
Phone: +31 6 1058 8864
Chamber of Commerce Number: 82232393
VAT Number: NL862386780B01
Company Name: GT Ecom B.V.
Store Name: Rovell
Opening Hours:
Monday–Friday: 8:00 AM–6:00 PM EST
Saturday–Sunday: Closed
Public Holidays: Closed