FAQ | Roller Rabbit

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FAQ

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Ordering & Payment

Can I change or cancel my order?

We aim to process and ship orders as quickly as possible. As a result, we are rarely able to change or cancel orders. Please email service@rollerrabbit.com with your order number and we will do our best to assist you.

Why is an item(s) missing from my order?

We're sorry you have not received your complete order. The item(s) may be out of stock or may be shipping from a different location. Please email service@rollerrabbit.com and provide your order number for the best assistance.

Which forms of payment do you accept?

We accept Visa, MasterCard, American Express, Discover, PayPal, Amazon Pay, Apple Pay and Shopify Pay (plus, Shopify Pay Installments).

Do you charge sales tax?

By law, we are required to collect sales tax on behalf of states that we have reached nexus in, as defined by the applicable state and federal laws. Sales tax will be calculated during checkout and collected based on the shipping address. For international orders, we charge duties and taxes upfront.

Why was there an error processing my order?

If you receive an error message after trying to place your order, please check the following:

Check for typos, misspellings, or extra spaces in your name, address, or zip code.
Make sure your billing name (including middle initial) and address match exactly what is on file with your bank.
Verify that your security code is correct.
If you continue to have issues placing your order, please email service@rollerrabbit.com.

Personalization

What is your personalization policy?

We love helping you add a personal touch to your favorite items! Here’s what you need to know about personalized items before placing an order.

Once you place an order for a personalized item, there’s a one-hour window to request a cancellation. We’ll do our best to accommodate, but since we start processing orders quickly, cancellations aren’t guaranteed. If you need to make changes, please contact us immediately at service@rollerrabbit.com

Personalization takes a little extra time, up to 10 business days before your order ships. Expedited shipping is not available for personalized products. Orders containing both personalized and non-personalized items may ship separately.

Not all products or colors are available for personalization, but we’re always working to expand options!

Since personalized items are custom-made just for you, they’re final sale and can’t be returned or exchanged.

What items do you offer personalization for?

You can find a full collection of our personalizable items [here](/content/collections/personalization "https://rollerrabbit.com/collections/personalization"/index.html).

Why are some items available for personalization while others are not?

We offer personalization on a limited selection of items and colors. We are working to expand these options in the future!

How long does it take to ship a personalized item?

It takes up to 10 business days for personalized orders to ship.

Can I return or exchange a personalized order?

No, personalized items are final sale and cannot be returned or exchanged, as they are made to order.

Returns & Exchanges

What is your return policy?

We accept returns and exchanges that have been requested within 15 days of delivery. Please see our [Returns and Exchanges](/content/pages/returns "Returns"/index.html) page for information regarding our policies.

We do not accept returns or exchanges on personalized items or items that are marked final sale.

Gifting

Can you gift-wrap my order?

At checkout, you will be offered gift note and gift wrap options in our cart! Gift messages are an additional $3.00 and gift wrapping is $12.00. The note will be printed on branded stationary. Wrapped items will be in branded tissue & sticker and will arrive in a gift wrapped box.

Do you offer gift cards?

We currently offer [e-gift cards](/content/products/gift-card "https://rollerrabbit.com/products/gift-card"/index.html) on our website. We also sell physical gift cards in stores. You can use both e-gift cards and regular gift cards online and in store.

Can I return a gift?

Yes! Visit our returns portal and click the "Returning A Gift" button to get started.

International

What countries do you ship to?

We ship worldwide! See the currency selector in the top banner or footer of the site.

Are the prices in USD or in my local currency?

Prices can be adjusted to your local currency. See the currency selector in the top banner or footer of the site.

What are your shipping options?

We ship via UPS and DHL depending on your shipping country. Options will be presented at checkout. We currently ship DDP (Delivery Duty Paid). This means you will be paying the duties & taxes at checkout.

Are duties and taxes included in your product prices or shipping costs?

Yes, duties and taxes are currently included in product prices. We ship DDP (Delivery Duty Paid). This means you will be presented with the Duties and Taxes at checkout.

Route Package Protection

What is Route?

Roller Rabbit is proud to partner with Route, the leader in package protection and tracking solutions. By selecting Package Protection at checkout, your order will be protected from loss, damage, or theft. In the unfortunate case that your order never arrives or is broken upon arrival, you can easily file a shipping issue with Route and receive a replacement or be refunded. We are excited to offer this service to you and we highly recommend you use Green Package Protection at checkout. Route's Green Package Protection helps cover the following instances:

Shipping issues for packages marked "delivered" yet not received, can be approved no earlier than 5 days after the “delivery date” and no later than 15 days to ensure it was not misdelivered or easily found around the premises.
Photos of the damaged item and packaging are required for damaged shipping issues
Shipping issues for packages presumed to be lost (where the status is not "delivered") can be filed at any time. Issue resolution is based on the estimated delivery date for your order which is available when your claim is filed.

Purchased Route's Package Protection and looking to file a shipping issue online? File here

How does Route work?

If your Route-protected order ends up lost, damaged, or stolen, Route’s expert support team helps ensure that your order gets replaced or refunded as preferred. Claims will be reviewed for approval within 1-2 business days from filing. Need to file a claim? File here

How does Route process refunds or reorders?

Refunds: When refunding an item, Route covers the subtotal, shipping, and taxes if the merchant has Automatic Issue Resolution enabled. In both cases, the Route Premium cost will not be refunded.

Reorders: Route will reorder the items, depending on in-stock availability. Unavailable items will be refunded, or you will be able to order another item of equal value. Route will cover the cost of any reorders including shipping, taxes, and Route Shipping Protection.

When should I file a claim?

Marked As Delivered (Stolen)

Claims will be reviewed no earlier than 5 calendar days and no later than 15 calendar days from when it was marked delivered.
Please note, some order issues may require a police report to be filed.

Stuck In Transit (Lost)

For domestic orders, claims will be reviewed no earlier than 2 calendar days and no later than 30 calendar days from the last update. The maximum filing time is 365 days from the order date.
For international orders, claims will be reviewed no earlier than 20 calendar days and no later than 30 calendar days from the last update. The maximum filing time is 365 days from the order date.

Damaged

Claims for damaged items require photos of the packaging and item(s) and must be filed no later than 15 calendar days from when it was marked delivered.

All of Route’s policies are listed here

How do I file a claim for my lost, damaged, or stolen order?

If you insured your order with Route at checkout, you will receive a confirmation email from Route with a link to file a shipping issue. You can also file a shipping issue on Route’s app or via the web here. To file a claim, you will need your store order number OR Route ID number and the email address that was attached to the order. Haven’t downloaded the app yet? Download here

What are Route's Terms and Conditions?

Route’s terms and conditions are listed here: https://route.com/terms-and-conditions/

Is Route a Licensed Insurance Company?

Yes, Route is a licensed insurance company with SEG Insurance Ltd. as its partner.

Promotions & Discounts

I signed up to receive 15% off my first purchase. Where is my code?

Welcome and thank you for signing up for our mailing list! You will receive two emails. The first will require you to confirm you have signed up for our mailing list. Upon confirmation, you will receive a second note with a unique welcome promo code. If you do not see an email from us, please check your spam or junk folder (or the "Promotions" tab for Gmail users).

What items are excluded from promotions and discounts?

Our promotions vary. Our classic prints are generally excluded from sales (Amanda, Jemina, Cata, Hathi, Hearts, Monkey and Moby). Each promotion is different and may exclude additional items from promotional features. If you are having difficulty adding a promo code to your order, please contact us at service@rollerrabbit.com.

Can I use more than one promo code on an order?

Only one promotional code may be used per order.

Do you honor price adjustments?

Current promotions are not valid on past purchases. We apologize for the inconvenience.

Referrals & Rewards

What is Roller Rabbit Rewards?

Roller Rabbit Rewards is a rewards and referrals program that allows you to earn points for every dollar spent, receive exclusive access to products, and more!

Roller Rabbit Rewards is a points-based rewards program with different membership tiers. Check out the information below to learn more about the program!

Membership tiers are based on your annual spending. The annual rolling year is a 12-month period starting when you reach a certain tier. The membership tiers determine which benefits you receive.

Moby Tier: Spend $0 - $500

Hathi Tier: Spend $501 - $1500

Monkey Tier: Spend $1501+

What is Refer a Friend?

Refer a Friend is our referral program that allows you to share a 20% off code with friends and receive 20% off code in return after they buy. The 20% off codes can only be redeemed on orders over $150.

Please note that each code is single-use and can only be used once. Cannot be applied to previous purchases. Cost of shipping is not included. Codes cannot be combined with other offers and cannot be used on gift cards.

What do I get for joining Roller Rabbit Rewards?

As soon as you sign-up for an account with us, you will be rewarded with 50 bonus points. If you already have an account with us prior to the launch of the program, the 50 points will already be in your account. As you earn more, you’ll become eligible for things like free shipping, early access, and exclusive gifts.

How do I build points?

Dollars spent translate into points earned! Depending on the tier you are in, you will receive a different number of points per dollar.

Moby Tier: 1 point for every dollar spent

Hathi Tier: 1.25 points for every dollar spent

Monkey Tier: 1.5 points for every dollar spent

Why was I not awarded points for my purchase?

You must check-out using the same email address that you've created your account with. Double check that when you checkout, especially when using ShopPay and other third party checkouts, that you are using the correct email address.

Will I lose my points if I return my order?

Yes, if you return your order, the points from that order will be deducted from your account.

Will my past purchases be applied to my points balance?

Your points will start accumulating when you sign up for the loyalty program. Prior orders will not be applied.

Can I use my rewards and discounts all at once?

Unfortunately, we don’t allow multiple discount codes to be used in a single order. This means you can only use one discount code or reward point offer on a single purchase. However, you can use either a discount code or a reward point offer with a gift card.

How do I redeem my points?

On Desktop:

Log in to your account
Add items to your cart
At checkout, select how many points you'd like to apply to your purchase in the right-hand promo bar

On Mobile:

Log in to your account
Add items to your cart
At checkout, expand your order summary.

Select the amount you want to apply to your purchase using the drop-down in the box.

*Please note, that you may not apply a reward that covers more than your order value.

100% Pima Cotton Care Instructions

How do I wash my 100% Pima Cotton PJ's?

To keep your Roller Rabbit Pima Cotton pajamas looking (and feeling) dreamy, wash them in cold water on a gentle cycle with like colors. Turning them inside out helps protect the print and those lovely natural fibers. Skip the heavy softeners—they like to breathe! Pima is wonderfully durable, but a tiny bit of shrinkage after the first wash is totally normal.

Does Pima Cotton shrink?

Because Pima Cotton is a natural fiber, it may snuggle up just a little in that first wash. The best way to keep everything perfectly cozy? Air dry! If you’re in a hurry, tumble dry on the lowest heat and take them out while they’re still slightly damp. A little TLC goes a long way.

How do I prevent shrinkage on my 100% Pima Cotton PJ’s?

One word – heat. The best way to avoid shrinkage in your 100% Pima Cotton pajamas is to wash them in cold water and air-dry them.

How do I maintain the softness of my 100% Pima Cotton PJ’s?

Your Roller Rabbit Pajamas will get better with age; the fabric stays softest when it is worn for longer periods and machine-washed in cold water on a delicate cycle with mild detergent.

Pima Soft Care Instructions

What is Pima Soft?

We developed a 50/50 combination of our fan-favorite Pima Cotton and paired it with the ultra-soft regenerated cellulose fiber – Modal. The final product – Pima Soft - gives us a luxurious fabric that highlights Modals’ buttery soft finish and Pima Cotton’s cool hand-feel.

What is Modal, and why is it in Roller Rabbit products?

Modal is a superstar fiber made from beech tree pulp (yes, trees!). We blend it with our signature Pima Cotton to create Pima Soft, a magical 50/50 mix designed for cloud-level comfort and everyday durability. Basically: the best of both worlds.

Why we love Modal in our loungewear:

Buttery Softness: Deliciously plush and only gets softer with every wear.
Temperature Regulation: Cool to the touch and breathable—perfect for warm sleepers.
Moisture Wicking: Helps keep you fresh by pulling moisture away.
Shape Retention: Drapes beautifully and resists shrinkage, so your favorites keep their shape wear after wear.

How do I wash and dry my Pima Soft pajamas and loungewear?

Pima Soft loungewear should always be washed in cold water, on a gentle/delicate cycle, and preferably in a mesh bag. Turn garments inside out to minimize surface wear and pilling! Lastly, don’t forget to use a mild detergent and NEVER use chlorine bleach! Lying your loungewear and pajamas flat to dry is the safest way to avoid losing the luxurious hand feel and changing its shape! If a dryer needs to be used, use the lowest heat setting!

How do I avoid pilling on my Pima Soft pajamas and loungewear?

Because Pima Soft is made with Modal (hello, beech trees 🌳), it prefers a little less time in the spin cycle. Washing too often can tire out the fibers, so give your loungewear a breather between wears. Fewer washes = happier fabric (and fewer little pills).

What should I avoid when cleaning my Roller Rabbit Pima Soft pajamas?

A few friendly care tips to keep things feeling fabulous:

Skip the chlorine bleach: It’s a bit too harsh and can weaken fibers and fade prints.
Keep it cool: High heat can cause fibers to contract, so stick to low temps when washing and drying.
Be gentle with stains: Pre-treat with a mild remover and avoid strong chemicals—your Pima Soft will thank you.

Treat it sweetly, and it’ll stay buttery-soft for the long haul!

What is the difference between Pima Cotton versus Pima Soft?

Our Pima Cotton fabric (think, the classic pajamas you’ve known and loved from us for years) is made with 100% Pima Cotton. Our Pima Soft fabric is made from a blend of our Pima Cotton and Modal fabrications, offering you updated, ultra-soft loungewear to add to your collection.

Roller Rabbit Products

What is hand block printing?

Hand block printing is a centuries old craft performed by the finest artisans in India. This painstaking process involves the application of raw mixed paints on fabric using handmade irons or woodblocks. Because this is all done by hand (not one machine involved) and then dried by the sun, you will find some color and printing differences between fabrics and products. This is what gives our collection its unique charm, and makes each piece special.

What is the best way to care for my item?

Please follow the washing instructions on each individual garment. As a general rule, treat our products as hand wash items, particularly our comforters. Please wash with mild detergent under the gentle cycle with cold water. We recommend line drying, especially if the item has intricate embroidery, delicate tassels, other embellishments or is one of our bedding items. We recommend using dryer or tennis balls when tumble drying our quilts and baby blankets although line drying is preferred if possible. For our cult-classic, double-faced, long-staple thread cotton pajamas, we recommend only tumble drying on low heat setting to avoid excessive shrinkage.

Why does the item I received look different from the picture online?

Due to the handmade nature of some of our items, from time to time there may be slight differences in color between products pictured on our site and items you receive. While we work hard to ensure accuracy and consistency, sometimes variations happen during production and drying times. In addition, color accuracy may differ depending on your screen settings. If you are unsatisfied with your item, please view our Returns & Exchanges policy. If you reach out to our service@rollerrabbit.com email address to discuss a product you have received, please include pictures showing the issue you encountered along with the whole garment and the tag. Including the date and location of purchase will also make it easier for us to assist you!

Why is the price tag different than the price I paid on the website?

The price listed on the website when you added the item to your bag is the price of the item you purchased. Occasionally, prices for our website can be less or more than what is listed on the price tag hanging on the garment (depending on if the item has gone on clearance/sale or if there has been an overall price change to account for the changing cost of producing an item). If you believe that the price listed on your order confirmation and what was listed online was different, please contact service@rollerrabbit.com with the order confirmation and the price you believe was listed on the webpage and our team will be happy to ensure that you were charged the correct amount at the time of purchase.

Stores

Store FAQs

1. Can I return my online order in a Roller Rabbit store?

Yes, most online orders can be returned at Roller Rabbit retail locations. Items must meet our return policy guidelines, including being unworn and with original tags attached. We recommend bringing your order confirmation email or packing slip to make the return process as smooth as possible.

2. Do all Roller Rabbit stores carry the same products?

While many of our signature styles, including our iconic prints and classic pajama silhouettes, are available across stores, product selection can vary by location. Some stores may carry exclusive styles or seasonal items not available elsewhere.

3. Can I check if an item is available at a specific store?

Yes. You can contact your local Roller Rabbit store directly to check product availability. Store teams are happy to help you locate a specific item or suggest similar styles. You can find our stores locations [here](/content/pages/our-stores "https://rollerrabbit.com/pages/our-stores"/index.html).

4. Do Roller Rabbit stores offer gift wrapping?

Yes, Roller Rabbit stores offer gift wrapping services; including gift notes and gift wrapping options. Availability may vary by location, especially during busy holiday periods, so it is a good idea to call ahead to confirm.

5. Can I use my Roller Rabbit gift card in-store?

Yes, Roller Rabbit gift cards can be used at retail locations. Simply present your physical or digital gift card at checkout.

6. Can I return or exchange an item purchased in-store?

Yes, items purchased in-store can typically be returned or exchanged at a Roller Rabbit store if they meet return policy requirements. Be sure to bring your receipt for faster processing. Orders purchased in-store cannot be returned online.

7. Do Roller Rabbit stores offer personal shopping or styling help?

Yes. Store associates are happy to help you find the right fit, gift, or outfit. Whether you are shopping for yourself or someone else, personal assistance is available in-store.

8. Are fitting rooms available in Roller Rabbit stores?

Yes, all of our stores have fitting rooms so you can try on items before purchasing. Availability may vary during peak shopping times.

9. Do Roller Rabbit stores carry exclusive or limited-edition items?

Yes, all locations carry store exclusive styles that may not be available online. Visiting a store is a great way to discover unique pieces!

10. What are Roller Rabbit store hours?

Store hours vary by location. Check our stores [page](/content/pages/our-stores "https://rollerrabbit.com/pages/our-stores"/index.html) on the website or contact the store directly for the most up to date hours, especially during the holiday season.

11. Can I buy online and pick up in-store at Roller Rabbit?

Select locations may offer buy online, pick up in-store. Availability can vary, so check with your local store for details.

12. Are pets allowed in Roller Rabbit stores?

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