Frequently Asked Questions (FAQs)
How fast can you answer my question?
We respond to messages and emails within 24 hours, in the order we receive them.
Can I change my delivery address after the order is placed?
Once an order is placed, the delivery address cannot be changed. Our fulfillment team processes orders within 1–5 business days. If you wish to update your delivery address, contact us within 24 hours of placing your order at support@rovellcanada.com or call us at +31 6 3809 2644. We’ll do our best to help before the order ships.
Note: We cannot guarantee changes after the order has been processed or shipped.
How long is the processing time?
Orders are typically processed within 1–5 business days. Many ship within 24 hours, though high volume may extend this timeframe.
General shipping information
Our warehouse operates Monday to Friday, excluding holidays. Orders are processed within 1–5 business days, and delivery generally takes another 1–5 business days depending on your location.
Will my order come in one package?
Larger orders may arrive in separate packages, which can be delivered 1–2 days apart.
Out of stock/backorder items
If an item is out of stock, we will notify you. If it's unavailable for more than two weeks, we’ll issue a full refund for that item.
I received a damaged item. What should I do?
If you discover that a package is damaged during transport, you must reject the package from the delivery and contact our customer service. If the package has been delivered without you being present, please contact customer service to find out what to do next.
How can I track my order?
Use our Track My Order page. Just enter your tracking number. If you need help, we’re happy to assist.
Why is my tracking number not working?
Some tracking numbers only work domestically. If yours isn’t working, contact us to confirm shipping details.
Do I have to pay VAT?
No. Our customers do not pay customs, duties, or VAT.
How long does it take to receive my order?
Depending on your location, you can expect to receive your order within 2–10 days. Our cutoff time is 12:00 AM EST. Orders are processed within 1–5 business days and shipped Monday to Friday (excluding holidays).
Which shipping company do you use?
We ship via Canada Post for orders within Canada.
Can I return my product?
Yes! If you're unhappy with your product, email us and we’ll guide you through the return process.
How long is the return period?
Returns are accepted within 14 days of receiving your order.
How do I get a return label?
- For standard returns: Contact us to receive your return label. Note: Return shipping is the customer's responsibility.
- For defective products: We’ll email you a prepaid return label.
What condition must returned products be in?
Items must be unused and returned in their original packaging.
Is there a return fee?
No. We do not charge return fees.
Who pays for return shipping?
For defective items, we cover the return shipping. For all other returns (including complaints), the customer is responsible for shipping costs.
For further questions:
Address: Betuwehaven 8, Nieuwegein, Utrecht, 3433 PV, the Netherlands
Email: support@rovellcanada.com
Telephone: +31 6 3809 2644
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