Rollo aims to ship store orders within one business day after full payment is received, and you will get a carrier tracking number once your package ships. To check on an order, or to change or cancel one, contact Rollo support with your order number. Order changes, cancellations, and refunds are handled by the Rollo team, not through self-service.
Find your order number
1. Open the inbox of the email address you used when you placed the order.
2. Look for the Rollo order confirmation email. Your order number is listed there.
3. Have that number ready before you contact support. It is the fastest way for the team to open your order.
If you cannot find the confirmation email, support can still locate the order. Be ready to provide:
Where the order was placed (rollo.com or another retailer)
The month and year of the purchase
The name on the order
The delivery address
The email address and phone number used when the order was placed
Normal shipping timelines
* Rollo strives to ship orders within one business day after receiving full payment. Orders received before 12 pm Pacific Time are usually shipped the same day.
* Orders are not shipped over the weekend. There is a Friday processing cutoff at 12 PM PST. Orders placed after that cutoff are processed on Monday.
* Once processing begins, allow up to one full business day for the package to be prepared and shipped.
* Delays can happen because of a sudden surge of orders, staff availability, or carrier issues.
Check status or get tracking
1. Wait at least one to two business days after placing the order, keeping the weekend cutoff above in mind.
2. If you have a tracking number, track the package directly on the carrier's website (for example UPS or USPS).
3. If you have no tracking number yet, or tracking has not moved, contact Rollo support with your order number. The team
will check the order and send you the tracking number and current status.
Change or cancel an order
Order changes and cancellations are done by the Rollo team, so contact support as soon as possible, before the order ships.
1. Contact Rollo support (chat is fastest) with your order number.
2. Explain what you need: cancel the whole order, cancel one item, or change something about the order.
3. Support forwards the request to the team for review and confirms the outcome with you by email.
* Notes from real cases:
Orders can be canceled before shipment, for example if you paid with the wrong card and want to reorder.
If part of your order is backordered, you can ask to cancel just the backordered item and keep the rest. The refund then covers the canceled item.
Tax is applied to the whole purchase and allocated across items, so the team will confirm exactly how much tax is refundable when only part of an order is canceled.
Refund timelines
1. Once the team processes a cancellation refund, allow 24 to 48 hours for the funds to reflect in your account.
2. Depending on your bank's policies, it can take up to 72 business hours to appear.
3. The refund goes back to the original payment method, including the applicable tax for the canceled items.
Still stuck? Start a chat with Rollo support and share your order number, and the team will check your order with you.