Orders & Payments

Are all sales final?

Open Box: Yes. Open Box items are final sale.

New In Box: No. Eligible New In Box items may be returned in accordance with the Rove Concepts Return Policy and Warranty.

What payment methods are accepted?

We accept credit card payments only.

Can I use Rove Concepts discounts, vouchers, or store credit?

No. Rove Concepts promotions, membership discounts, vouchers, store credit, and promotional codes cannot be used on Rove Outlet purchases.

Is inventory guaranteed?

No. Inventory is limited and sold on a first-come, first-served basis. Your order is only secured once payment is successfully processed. Holds and reservations are not available.

Products & Condition

What's the difference between Open Box and New In Box?

Open Box

  • Previously opened or returned items
  • Final sale
  • No warranty
  • Available for customer pickup in Delta, BC or delivery to eligible areas within British Columbia, Alberta, and Ontario

New In Box

  • Brand-new in original packaging
  • Covered by the standard Rove Concepts Return Policy and Warranty
  • Available for customer pickup in Delta, BC or delivery across Canada (excluding P.O. Boxes)

Pickup & Delivery

Can I order Open Box and New In Box items together?

Yes. They may be purchased together in a single order for customer pickup, or for delivery to eligible Open Box delivery areas. Otherwise, two separate orders are required.

When will I receive my order?

Standard and White Glove shipping typically takes 1–3 weeks, including up to 1 week for processing. Local deliveries will take an estimated 3–5 business days.

For customer pick up, please allow up to 1 week to receive the email to schedule the pick up appointment.

How much is shipping?
  • ≤ $5,000: Standard $159 | Room of Choice $199 | White Glove $309
  • > $5,000: Standard 3% of order | Room of Choice 4% | White Glove 6%
Are there storage fees?

Yes.

  • Pickup appointments scheduled more than 7 days after purchase may incur storage fees of $10 per box, per week.
  • Delivery appointments scheduled more than 30 days after placing the order may incur storage fees of $10 per box, per week.

Orders uncollected for over 30 days without communication may be canceled and automatically refunded minus a 20% restocking fee.

How does pickup work?
  • Pickup only in Delta, BC.
  • Pickup appointments must be scheduled.
  • Bring valid photo ID and order confirmation.
  • Staff will assist with inspection.
  • A signature/waiver is required at pickup.
  • Uncollected items after 30 days without communication may be canceled and refunded minus a 20% restocking fee.
Can someone else pick up my order?

Yes. Please contact us in advance to authorize a third-party pickup.

What if I want delivery for my new in box item and pickup for my open box item?

You will need to place two separate orders. One order should be placed for the open box item with customer pickup selected. The second order should be placed for the new in box item with delivery selected.

Why do I need to place two separate orders?

Customer pickup is complimentary, while delivery fees apply to deliverable items. Separate orders are required so the correct fulfillment method and fees can be applied.

Claims

What if my item arrives damaged or has more blemishes than advertised?

Please inspect your order upon delivery or pickup and report any issues within 3 days by emailing outlet@roveconcepts.com with your order number and supporting photos.

If collecting your order, you may refuse pickup, sign the pickup waiver, and submit a claim for a refund.

Approved claims may be resolved with a discount, refund, or repair. Replacement may also be available for New In Box items, where applicable.

Returns & Warranty

Can I return my item?

Open Box: No. Open Box items are final sale.

New In Box: Eligible items may be returned within 30 days in accordance with the Rove Concepts Return Policy.

Do Outlet items include a warranty?

Open Box: No warranty.

New In Box: Covered by the standard Rove Concepts Warranty.

Cancellations

Can I cancel my order?

Orders cancelled within 1 hour of purchase receive a full refund.

Orders cancelled after 1 hour are subject to a 20% restocking fee.

Open Box: Once collected, shipped, or delivered, items cannot be cancelled, returned, or exchanged.

New In Box: Once shipped, orders may still be cancelled by returning the item in accordance with the New In Box Return Policy. Applicable return shipping fees will apply.

How are refunds issued?

Refunds are issued to the original payment method. If unavailable, store credit will be provided.

Privacy

Your information is used only to process and manage your order. We do not sell or share customer information. Optional surveys may be sent. 

Calls and live chats may be recorded for quality assurance and training purposes.