Where Can I Find My Tracking Information?

After your order has been handed to the carrier, we will send a shipping-confirmation email containing your tracking number or tracking link.

If you do not see the email, please check:

• Your inbox
• Spam or junk folder
• Promotions folder
• The email address used when placing your order

If you believe an incorrect email address was entered at checkout, contact us at [email protected] and include your order number.

When Will Tracking Start Updating?

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

During this period, you may see a status such as:

• Label Created
• Shipment Information Received
• Pre-Shipment
• Awaiting Carrier Collection
• No Tracking Events

These statuses do not automatically mean that there is a problem with your shipment.

A shipping label can be created before the carrier performs its first physical scan.

If tracking has not updated for 3 business days after the initial tracking period, please contact us so that we can review the shipment.

Which Carriers Do You Use?

We use:

• DHL
• FedEx

The carrier used for your order depends on the destination, package characteristics, inventory location, and available delivery service.

For some deliveries, DHL or FedEx can work with an authorized local delivery provider for the final stage of delivery.

Why Does My Order Have More Than One Tracking Number?

Orders are dispatched from our own inventory or a third-party fulfillment partner’s warehouse in the United States.

Depending on inventory availability and delivery requirements, products from the same order can be shipped in separate packages.

This means:

• You can receive more than one tracking number
• Packages can leave at different times
• Packages can arrive on different days

Receiving one package does not necessarily mean that your entire order has been delivered.

Please review all tracking numbers associated with your order before reporting an item as missing.

You will not be charged an additional shipping fee simply because we divide an order into multiple packages.

Common Tracking Statuses

Label Created

The carrier has received the shipment information, but the package has not yet received its first physical carrier scan.

Please allow up to 24–48 hours after carrier handover for the first tracking update to appear.

In Transit

Your package is moving through the carrier’s transportation network.

There can be periods between scans while the package moves between facilities.

Out for Delivery

Your package has reached the local delivery stage and is scheduled for delivery.

Delivery timing can still change because of route conditions, weather, traffic, or carrier operations.

Delivery Attempted

The carrier attempted delivery but could not complete it.

Please review the tracking information for any instructions regarding redelivery, address confirmation, pickup, or carrier contact.

Responding promptly can help prevent the package from being returned.

Available for Pickup

Your package is being held at an authorized pickup location.

Please collect it within the timeframe shown by the carrier.

Packages that remain uncollected can eventually be returned.

Customs Clearance

European orders ship from the United States and are subject to import procedures.

During customs clearance, the carrier or customs authority can request recipient information, import documentation, or payment of applicable import charges.

Please respond promptly to these requests to help avoid unnecessary delays.

Exception or Delivery Delayed

The carrier has reported an issue affecting normal delivery.

This can result from severe weather, transportation disruption, customs processing, address problems, delivery-access issues, or carrier service interruptions.

Continue monitoring the tracking information and contact us if the shipment meets the delay conditions described below.

Delivered

The carrier has recorded the shipment as delivered.

If you cannot locate the package, follow the steps in the “Tracking Says Delivered, but I Cannot Find My Package” section below.

Tracking Has Not Updated

A temporary pause in tracking does not automatically mean that your package is lost.

Please contact us if:

• Tracking has not updated for 3 business days after the initial tracking period; or
• Your package has passed its estimated delivery window.

Email:

[email protected]

Please include:

• Your order number
• Tracking number
• Full name used for the order
• A brief description of the issue

We will open an investigation within 1 business day after receiving your report and contact the carrier or fulfillment partner.

While the investigation remains open, we will provide progress updates at least every 2 business days.

We aim to resolve the issue within 5–7 business days.

If the package is confirmed lost, you can choose a replacement at no additional cost or a refund.

If, after 7 business days of investigation, we cannot establish the package’s location and provide a reasonable delivery estimate, we will also offer a replacement or refund.

You do not need to wait for the carrier to pay a claim before we provide the agreed resolution.

For complete information:

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

Tracking Says “Delivered,” but I Cannot Find My Package

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

• Front, side, or rear entrances
• Porch or other safe delivery locations
• Mailbox or parcel locker
• Building reception or mailroom
• Household members
• Property management or concierge
• Any delivery photograph or carrier notice

Please also confirm that the delivery address shown on your order confirmation is correct.

If the package is still missing, contact:

[email protected]

Please provide your order number and tracking number.

We will begin reviewing the issue within 1 business day and request available delivery evidence from the carrier.

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

We will provide progress updates at least every 2 business days.

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

If the available evidence establishes that the package was correctly delivered and was subsequently lost or stolen after delivery, we will explain our findings and help you obtain available carrier delivery records.

What If the Carrier Cannot Deliver My Package?

Delivery can be unsuccessful because of:

• An incomplete or incorrect delivery address
• Missing apartment or unit information
• Unsuccessful delivery attempts
• Failure to collect the package
• Unresolved customs requirements
• Failure to complete required import procedures

If we receive notice of a delivery problem, we will contact you within 1 business day to explain the available next steps.

If the problem results from our error or a carrier failure, we cover the cost of the agreed replacement or redelivery.

If the problem results from an incorrect address supplied at checkout, failure to collect the package, or failure to complete required import procedures after proper notice, we will explain any documented return or redelivery costs before arranging the next step.

We do not impose punitive handling fees.

Refusing a package does not automatically communicate a cancellation request.

If you no longer want an order that is already in transit, please contact us instead of relying on refusal of delivery.

For complete information:

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

Can I Change My Address After Ordering?

If you notice an address error, contact us at [email protected] as soon as possible.

We can update the address while the order remains available for modification before carrier handover.

The normal order-processing period is not a guaranteed address-change window.

After carrier handover, an address change depends on whether the carrier offers a redirection service for that shipment.

If an additional carrier charge applies, we will explain the available option and actual charge before you decide whether to proceed.

If the address change conflicts with payment-verification requirements or changes the destination beyond our supported delivery coverage, we will explain whether cancellation and a new order are necessary.

European Shipment Tracking and Customs

All European orders ship from the United States.

Tracking can pause while a shipment:

• Travels internationally
• Enters the destination country
• Goes through customs clearance
• Transfers between carrier facilities
• Transfers to an authorized local delivery provider

Taxes collected by us are included in the checkout total and shown in your order details.

Import duties, customs clearance charges, and carrier import-handling fees are not included in our shipping charges or checkout total and are payable by the recipient directly to the relevant authority or carrier.

Import VAT that has not already been collected at checkout is also payable on import.

Please keep your order confirmation showing any tax already collected and contact us if you have a question about an import charge before refusing the shipment.

For complete customs and shipping information:

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

Need Help With Your Shipment?

If you need help with tracking, split shipments, delayed shipments, missing packages, address problems, delivery attempts, customs issues, or returned shipments, please contact us.

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

When contacting us, please include your order number, tracking number, full name used for the order, and a clear description of the issue.

Providing relevant tracking screenshots or carrier messages can also help us review the shipment more efficiently.