At RW by RoofWise, every item is made to order with care. We stand behind the quality of our products and want you to be satisfied with your purchase. If something isn't right, we're here to help.
Contact Us
If you experience an issue with your order, please contact our support team as soon as possible.
To help us resolve your request quickly, please include:
- Your order number
- A brief description of the issue
- Clear photos or videos (if applicable)
Email: support@shoproofwise.com (replace with your support email if different)
Return & Refund Eligibility
Returns or refund requests may be submitted within 180 days of your order being delivered.
For the fastest resolution, please report the following issues within 7 days of delivery:
- Incorrect items received
- Misprinted apparel
- Manufacturing defects
- Damaged products
- Lost packages
Returns
If your return request is approved, we'll provide detailed return instructions and the correct return address.
Please note:
- Returns must be approved before being shipped.
- Unauthorized returns may not be accepted.
- Approved return requests are typically reviewed within 7 business days.
Return Conditions
Unless your item arrived defective or incorrect, returned merchandise must be:
- Unused
- Unworn
- Unwashed
- In its original condition
We cannot accept returns for items that have been:
- Worn or washed
- Stained or damaged after delivery
- Altered or modified
Customers are responsible for return shipping costs unless the return is due to our error or a manufacturing defect.
Refunds
If your refund is approved:
- Your refund will be issued to your original payment method.
- Refunds are processed in the original purchase currency.
- Processing times vary depending on your payment provider.
Non-Returnable Items
Because many RW by RoofWise products are made to order, the following items cannot be returned unless they arrive defective or incorrect:
- Custom or made-to-order products
- Undergarments, swimwear, socks, and face coverings (for hygiene reasons)
- Sample items
- Items intentionally damaged after delivery
- Products returned after the 180-day return period
- Items produced exactly as ordered but no longer wanted by the customer
Order Changes & Cancellations
Orders may only be canceled while they are still being processed and have not entered production.
Once production has begun, we may be unable to cancel or modify your order.
If you need to make changes, please contact us immediately after placing your order.
Lost Packages
If your package is confirmed lost during transit, please contact us within 7 days of the estimated delivery date.
We'll work directly with the shipping carrier to investigate and provide an appropriate resolution.
Damaged or Incorrect Orders
If your order arrives damaged, defective, or incorrect, please contact us within 7 days of delivery.
Include:
- Photos of the product
- Photos of the packaging (if applicable)
- Your order number
We'll review your claim promptly and work to make it right.
Incorrect Shipping Information
Please double-check your shipping information before placing your order.
RW by RoofWise cannot guarantee refunds or replacements for orders affected by:
- Incorrect shipping addresses
- Incorrect phone numbers
- Customer-requested changes after production has begun
If your order has not yet shipped, we'll do our best to update your information.
Production & Shipping Delays
Every RW by RoofWise item is produced specifically for you. While we work hard to meet our estimated production and shipping timelines, occasional delays may occur due to high order volume, supply chain disruptions, holidays, weather, or other circumstances beyond our control.
We appreciate your patience and will keep you informed if unexpected delays arise.
Our Commitment
We believe in creating apparel that reflects the same pride and craftsmanship as the people who wear it. If something isn't right with your order, we'll work with you to find a fair solution.
Work Hard. Look Better.