Frequently Asked Questions

Orders & Shipping

1. Where do you ship?

We offer shipping throughout the United States and to select international destinations available at checkout.

International shipping availability may vary depending on the destination.

2. How much does shipping cost?

Standard shipping is free for eligible U.S. orders.

For international orders and expedited shipping options, available services and applicable shipping charges will be displayed at checkout.

3. How long does it take to process my order?

In-stock orders are generally processed within 1–3 business days, excluding weekends and U.S. holidays.

Personalized, made-to-order, pre-order, or temporarily unavailable products may require additional processing time.

If additional processing time applies, we will provide the applicable estimate on the product page, during checkout, or by email.

4. How long does delivery take?

Estimated delivery times after your order has shipped are generally:

United States: 3–7 business days
International: 7–21 business days

Processing time and shipping time are separate.

Delivery estimates are not guaranteed and may be affected by weather, holidays, customs inspections, carrier delays, remote destinations, or other circumstances outside our reasonable control.

5. How can I track my order?

Once your order ships and tracking becomes available, we will send tracking information to the email address used when placing your order.

Please allow some time for the carrier's tracking system to update after a shipping label has been created.

If you have not received tracking information or believe there is an issue with your shipment, contact us at:

info@roveward.com

6. What if my tracking says "Delivered," but I cannot find my package?

First, please check:

• Around your property and delivery location

• With household members

• With neighbors

• With your building reception, concierge, or mailroom

• Any alternate delivery location shown in the carrier's tracking information

If you still cannot locate the package, contact us promptly at info@roveward.com with your order number.

We will assist you in reviewing the shipment and, when appropriate, working with the carrier.

7. What if my package arrives damaged?

Please inspect your order shortly after delivery.

If your package or product arrives damaged, contact us at info@roveward.com and include:

• Your order number

• Clear photographs of the shipping package

• Clear photographs of the damaged area

• A brief description of the issue

Please keep the original packaging while your claim is being reviewed.

Returns & Exchanges

8. Do you accept returns?

Yes.

Eligible products may be returned within 30 days after delivery.

Returned products must be:

• Unused

• Unworn

• Unaltered

• Undamaged

• Returned with original tags

• Returned with original accessories

• Returned with dust bags and original packaging

Proof of purchase or your order number is also required.

Before returning an item, please contact:

info@roveward.com

Do not send products back without receiving return instructions from us first.

9. Do you offer exchanges?

Yes, eligible products may be exchanged, subject to availability.

Please contact info@roveward.com before returning your product.

In some cases, an exchange may be processed as a return followed by a new order.

10. Do you offer free returns?

If the return is due to an eligible product defect, damage, or fulfillment error by ROVE & WARD, we will determine the appropriate return or replacement solution.

For ordinary returns based on preference, the customer is generally responsible for return shipping.

We do not charge a restocking fee on eligible approved returns.

Please review our Return & Refund Policy for complete details.

11. When will I receive my refund?

Once an approved return is received and inspected, we will notify you whether the refund has been approved.

Approved refunds are issued to the original payment method.

After the refund is processed, your bank, card issuer, or payment provider may require additional time before the funds appear in your account.

12. Can I change or cancel my order?

If you need to change or cancel an order, contact us as soon as possible at:

info@roveward.com

We will make reasonable efforts to accommodate your request before the order ships.

However, because orders may enter processing quickly, we cannot guarantee that a change or cancellation can be made once fulfillment has begun.

Payment

13. What payment methods do you accept?

We accept the payment methods displayed during checkout.

Depending on your location and eligibility, these may include:

• Major credit cards

• Major debit cards

• Shop Pay

• Afterpay

• Other payment methods made available through Shopify checkout

Available payment options may vary depending on your location, currency, device, and order.

14. Is my payment information secure?

Yes.

Our store is powered by Shopify and uses secure payment technology and encrypted connections to process transactions.

Sensitive payment information is processed through authorized payment providers.

For your protection, never send your complete credit card number, PIN, password, or other sensitive financial information to us by ordinary email.

15. Why was my payment declined?

A payment may be declined for several reasons, including:

• Incorrect card information

• Incorrect billing address

• Insufficient funds

• An expired payment method

• Bank security restrictions

• International transaction restrictions

• Payment authentication failure

• Fraud-prevention screening

If your payment is declined, please verify your information or contact your bank or payment provider.

You may also try another available payment method.

ROVE & WARD Products

16. What materials are ROVE & WARD bags made from?

Materials vary by product.

Many ROVE & WARD bags are made from genuine leather, including selected cowhide, top-grain, full-grain, vegetable-tanned, and other leather types depending on the product.

Please refer to the Product Details section on each individual product page for the materials and specifications applicable to that item.

17. Why does my leather bag look slightly different from the photos?

Genuine leather is a natural material, so no two pieces are exactly alike.

Small variations may include:

• Grain pattern

• Texture

• Wrinkles

• Natural markings

• Minor scars

• Color depth

• Tone variation

These characteristics are normal features of genuine leather and are not necessarily manufacturing defects.

Leather may also develop a richer color and natural patina with use and age.

18. Will the leather change over time?

Yes.

Natural leather can gradually develop changes in color, softness, surface character, and patina as it is handled and used.

This aging process is one of the characteristics of genuine leather.

The amount of change depends on the type of leather, frequency of use, environment, storage, and maintenance.

19. How should I care for my leather bag?

For most leather ROVE & WARD products, we recommend:

• Wipe dust gently with a soft, dry cloth.

• Avoid prolonged exposure to water.

• Keep the bag away from excessive heat.

• Avoid prolonged direct sunlight.

• Do not use bleach or household detergents.

• Use only leather-care products appropriate for the specific leather type.

• Test any leather-care product on a small hidden area first.

• Allow wet leather to air dry naturally.

• Store your bag in a cool, dry, ventilated place.

• Avoid overpacking the bag.

Please do not machine wash genuine leather products.

20. Are ROVE & WARD bags waterproof?

Unless specifically stated on the individual product page, our genuine leather products should not be considered waterproof.

Leather can tolerate limited everyday exposure, but prolonged contact with rain, water, or excessive moisture may result in staining, discoloration, stiffness, or other changes.

If your leather bag becomes wet, gently wipe away excess moisture and allow it to dry naturally at room temperature.

Do not use a hair dryer or direct heat.

21. Can I use a ROVE & WARD bag as a carry-on?

Many of our Weekenders, Duffels, Garment Bags, and other travel bags are designed with short trips and air travel in mind.

However, airline carry-on requirements vary by:

• Airline

• Aircraft

• Fare class

• Route

• Destination

Always compare the dimensions listed on the individual product page with your airline's current carry-on requirements before traveling.

ROVE & WARD cannot guarantee that every travel bag will qualify as carry-on luggage with every airline.

22. Will my laptop fit?

Many ROVE & WARD Briefcases, Work Bags, Weekenders, and Travel Bags include dedicated or suitable laptop storage.

Laptop capacity differs between products.

Please check the dimensions and laptop-size information on the individual product page before ordering.

We recommend comparing the actual dimensions of your laptop, rather than relying only on its advertised screen size.

23. Do all ROVE & WARD travel bags have a shoe compartment?

No.

Certain ROVE & WARD Weekenders and Duffel Bags feature a dedicated shoe compartment, while other designs prioritize a larger main compartment or different organizational features.

If keeping dress shoes separate from clothing is important to you, look for Shoe Compartment, Shoe Pocket, or similar wording in the product description.

Please check the individual product page before ordering.

24. What is a Garment Bag or Garment Weekender?

ROVE & WARD Garment Bags and Garment Weekenders are designed to help organize suits, jackets, shirts, and other clothing while traveling.

Depending on the model, a garment-focused bag may include:

• A fold-out garment section

• Hanger access

• Suit or jacket storage

• Shoe storage

• Clothing compartments

• Laptop storage

• Accessory pockets

Features vary by product, so please refer to the individual product page for specifications.

25. How do I choose the right ROVE & WARD bag?

Consider how you plan to use it.

For weekend travel:
Choose a Weekender or Duffel Bag.

For suits and formal clothing:
Consider a Garment Bag or Garment Weekender.

For frequent airport travel:
A Rolling Travel Bag may provide easier transportation.

For work and commuting:
Consider a Briefcase or Work Bag.

For documents, tablets, and smaller business essentials:
A Portfolio or Organizer may be more suitable.

Dimensions, features, compartment layouts, and capacity information are provided on individual product pages to help you compare.

Warranty

26. Do ROVE & WARD products come with a warranty?

Eligible ROVE & WARD products purchased directly from roveward.com are covered by our 1-Year Limited Warranty against qualifying defects in materials and workmanship from the original date of purchase.

Depending on the product and circumstances, qualifying defects may involve:

• Stitching

• Seams

• Zippers

• Buckles and hardware

• Handle attachments

• Shoulder-strap attachments

• Structural construction

• Wheels or trolley components on applicable products

Normal wear and tear, accidental damage, misuse, natural leather variation, overpacking, airline damage, and improper care are not manufacturing defects.

Please review our Warranty Policy for complete coverage information.

27. What if my bag is damaged by an airline?

Damage caused while a bag is under the control of an airline, airport, transportation company, hotel, courier, or other third party is generally not considered a manufacturing defect.

If your bag is damaged during air travel, report the damage to the airline or responsible transportation provider as soon as possible.

International Orders

28. Will I have to pay customs duties or import taxes?

International orders may be subject to:

• Import duties

• VAT or other taxes

• Customs clearance charges

• Brokerage fees

• Other government or carrier charges

Unless checkout specifically states that duties and taxes have been prepaid, these charges are generally the responsibility of the recipient.

The amount varies by destination, and ROVE & WARD cannot predict the fees charged by local customs authorities.

Still Need Help?

We're happy to assist.

Please contact:

ROVE & WARD

Email: info@roveward.com
Website: https://roveward.com/
Address: 18 Distribution Blvd, Edison, NJ 08817, United States

When contacting us about an existing order, please include your order number whenever possible.

Travel refined. Pack with purpose.