How We Can Help

You’re welcome to contact us about:

• Product information and sizing
• Product availability
• Order changes
• Shipping-address corrections
• Order cancellations
• Shipping and tracking
• Delayed or missing packages
• Delivered-but-missing packages
• Damaged, defective, or incorrect items
• Missing items
• Returns and exchanges
• Refunds
• Customs and import questions
• Payment questions
• Privacy requests
• Website issues
• Other questions relating to your order or shopping experience

Questions About an Existing Order

If your message relates to an existing order, please provide:

• Your order number
• Full name used for the order
• Email address used at checkout
• A clear description of your question or issue

For a shipping issue, also include your tracking number where available.

For a damaged, defective, incorrect, or missing item, photographs of the product, packaging, or shipping label can help us review the issue.

An unboxing video is not required.

Please do not send full payment card numbers, CVV/CVC security codes, passwords, or full financial account credentials through the contact form or email.

Order Changes and Cancellations

If you need to change an item, size, color, quantity, or delivery address, contact us as soon as possible.

We can make changes while the order remains available for modification before carrier handover and the requested product or variation is available.

For cancellation requests, contacting us within 12 hours after placing your order improves the opportunity to stop processing, but the 12-hour period is not a guaranteed cancellation window.

If the order can no longer be stopped before dispatch, we will explain the applicable return procedure.

For complete cancellation information:

https://roamlayer.com/cancellation-policy/

Shipping and Tracking Questions

Orders are processed and handed to the carrier within 1–2 business days after payment confirmation.

All orders ship from the United States.

We use DHL and FedEx.

After dispatch, we send tracking information to the email address associated with the order.

The first tracking update can take 24–48 hours after carrier handover to appear.

If tracking has not updated for 3 business days after the initial tracking period, or your shipment has passed its estimated delivery window, contact us with your order number and tracking number.

You can also track your shipment here:

https://roamlayer.com/order-tracking/

For complete shipping information:

https://roamlayer.com/shipping-policy/

Delayed or Missing Packages

If your shipment appears delayed or missing, contact us with your order number and tracking number.

We open an investigation within 1 business day after receiving a qualifying report.

While the investigation remains open, we provide progress updates at least every 2 business days and aim to resolve the issue within 5–7 business days.

If a shipment is confirmed lost, or if after 7 business days of investigation we cannot establish its location and provide a reasonable delivery estimate, you can choose a replacement at no additional cost or a refund.

A carrier claim does not need to be paid to us before we provide the agreed customer resolution.

Tracking Shows Delivered but the Package Is Missing

If tracking shows “Delivered” but you cannot locate the package, please first check:

• The delivery location
• Parcel lockers
• Building reception or mailroom
• Household members
• Any carrier delivery photograph or notice

If the package remains missing, contact us with your order number and tracking number.

We begin reviewing the issue within 1 business day.

A “Delivered” tracking status alone does not automatically close your claim.

If we cannot establish correct delivery within 7 business days of investigation, we will offer a replacement or refund.

For complete procedures:

https://roamlayer.com/shipping-policy/

Returns and Exchanges

Eligible voluntary return requests can be submitted within 30 calendar days.

To start a return or exchange, contact us before sending the goods back.

Please provide:

• Your order number
• The item you want to return or exchange
• Your contact email
• Whether you prefer a refund or exchange

For an ordinary change-of-mind, size, or style return, photographs or videos are not required.

We will provide the designated return address and applicable instructions.

After receiving our return confirmation, complete instructions, and designated return address, please hand the package to your carrier within 14 calendar days.

Please do not send goods to our business address, the address on your original shipping label, or another address unless we specifically confirm that address for your return.

For complete return and exchange information:

https://roamlayer.com/return-exchange-policy/

Damaged, Defective, Incorrect, or Missing Items

If your item arrives damaged, is defective, materially different from its description, incorrect, or missing, please contact us.

For visible delivery damage or missing package contents, reporting the issue within 48 hours after receipt helps us preserve carrier evidence.

This is a recommended reporting period and does not remove your rights if you contact us later.

Please provide:

• Your order number
• A brief description of the problem
• Relevant photographs where available

An unboxing video is not required.

Please retain the affected product and relevant packaging until we confirm the next steps.

For a confirmed problem, we will arrange the appropriate refund, replacement, or exchange.

For complete information:

https://roamlayer.com/return-exchange-policy/

Refund Questions

Returned goods are inspected within 1–2 business days after receipt.

Once a refund is confirmed, we initiate it within 1–3 business days.

For a qualifying return without an unresolved condition issue, we complete inspection and initiate the refund no later than 7 calendar days after receiving the goods.

Refunds are issued to the original payment method.

After we initiate the refund, the time required for the funds to appear depends on your bank, card issuer, or payment provider.

If you are contacting us about a refund, please include your order number and any refund confirmation you have already received.

For complete refund information:

https://roamlayer.com/refund-policy/

Payment Questions

Payment authorization and processing are handled through payment service providers.

We receive limited transaction information necessary to manage orders, refunds, security checks, and disputes.

We do not store:

• Full payment card numbers
• CVV/CVC security codes
• Full financial account credentials

For your security, please do not send these details through email or the contact form.

For information about how personal information is handled:

https://roamlayer.com/privacy-policy/

Privacy Requests

If you have a question about your personal information or want to exercise an available privacy right, contact:

[email protected]

Using “Privacy Request” in the email subject line can help us identify your request.

Please provide enough information for us to understand the request and locate the relevant account or order.

Please do not send unnecessary sensitive information.

For complete information:

https://roamlayer.com/privacy-policy/

Response Times

For general customer-service questions, we aim to provide an initial response within 2 business days during normal business periods.

Certain issues have shorter response periods under our policies:

• Return requests: within 1 business day
• Shipping investigations: opened within 1 business day
• Delivered-but-missing investigations: review begins within 1 business day

More complex requests can require additional review after the initial response.

If you have already contacted us about the same issue, replying to the existing email conversation helps keep the relevant information together.

Contact Information

Company Name: ROAMLAYER LLC

Email: [email protected]

Phone: +1 (314) 224-4204

Business Hours: Monday–Friday, 9:00 AM–5:00 PM, Central Time, excluding company-observed holidays

Business Address: 6414 Woodrow Ave, St. Louis, MO 63121, USA