How do I report a damaged or defective product?
To report a damaged product please log into your account and select Claims. Select Create a New Claim to complete the web form.
You can visit our Returns, Refunds & Claims page here for full details on Damaged or Defective Items.
Where is my order?
Upon placing your order you will receive a confirmation email with the estimated order lead time. Once your order has been set up for shipment you will receive a shipment notification email that will contain the carrier tracking information with an ETA for delivery. The carrier will reach out to schedule delivery via phone or email, with the exception of small parcel carriers such as UPS. If you have not received our emails you you may need to check your spam or promotions folder.
You can also log into your account* and view the "orders" page to check your order status.
My order hasn't arrived
If your delivery date has passed and you have not received your order; you can log into your account and you will find a tracking message with all the contact information for the freight company, this is also emailed to you as soon as your shipment is released. To further inquire about a shipment you can reach out to the freight company and to request a status update.
Alternatively our Concierge Team can request an update on your behalf. Connect with us on our Live Chat or visit our Contact Us page to complete the contact form.
I have not heard from your delivery company yet
Once you receive your shipment notification email you will be able to track your shipment. When your order reaches the local delivery station, the shipping company will call the number on your order to schedule delivery.
I've placed an order but heard nothing
Upon placing an order with us you should have received 2 emails. One will be your login information and the other your order invoice.
Ensure to check your spam, junk or promotion folders as sometimes they may appear there. Please also make sure to add us to the safe senders list to receive our future updates.
Whether your order is a in-stock purchase or a custom order our system provides updates on your order as it move along our production and logistics chain.
I've received only part of my order
Please look through all of the packaging to ensure all items are accounted for. Smaller items such as legs or hardware are typically included inside the product packaging. If a part of your order was not delivered please contact our Concierge Team by connecting with us on our Live Chat or visit our Contact Us page to complete the contact form.
My order is arriving too soon and I am not ready to receive it what can I do?
Not to worry, as long as the order has not been set up for shipment, our team will arrange for your order to be held until you are ready to receive delivery. Storage fees may apply depending on the length of time. You can request a future ship date in the delivery instructions box in the checkout, or connect with us on our Live Chat or visit our Contact Us page to complete the contact form.
It's been longer than the estimated lead time and I still haven't received my order, what should I do?
Firstly, we'd like to apologize. We work hard with our factories, warehouses and logistic companies to reduce lead times and avoid delays, which we let you know about as and when they arise.
If you've been waiting longer than you should have and you haven't heard from us, please log in and go to 'Orders' to get the most up to date information on the whereabouts of your products or connect with us on our Live Chat or visit our Contact Us page to complete the contact form.
I've tracked my order with your delivery company and it says it's been lost, or has already been delivered, but I don't have it. What should I do?
We use specialist third party companies to deliver your products to you as efficiently as possible. In rare cases they might experience a few hiccups or communication issues. The problem is most likely due to IT tracking issues, or there is a mix up at their local sorting facility.
We highly recommend to call our our freight carrier using the information included in your tracking update email to locate your order, they will be able to help with any re-deliveries that may need to be done as well. Please have your tracking number ready when contacting them.
Can I choose my delivery date?
When the local delivery agent receives your order, they will call you to schedule the delivery. Typically, the driver will also call the day of delivery to alert you they are on their way.
If your order was shipped via small parcel courier ( UPS, FEDEX ) you will not be called for a delivery date. Please track your order online to ensure that you are available to receive the delivery.
How can I change my delivery address?
If you need to change your delivery address please visit our Contact Us page to notify us as soon as possible. You can do this at any time up until 24 hours before we dispatch your item(s). If your items have already been dispatched, changing your delivery address may not be possible or there may be a charge for arranging redelivery.
Do you offer financing?
There is currently no customer financing for Australia.
What type of cards do you accept?
We accept Visa, MasterCard and AMEX
Why has my payment failed?
Payment can be declined for a variety of reasons.
The first thing to do is to check that we accept your card type. Next, make sure your card details are correct and your billing address is the one assigned to your card.
If it still isn’t working, we recommend you give your bank a call and let them know you are making a online purchase. This type of issue can usually be attributed to your credit card company not recognizing our company. We are based in Canada and therefore the transaction is flagged as a suspicious foreign transaction. Once you have spoken with your card provider you can give us a call back or send us an email to authorize us to submit the charge again.
Can I pay via PayPal?
Yes we can accept payment via PayPal for those customers who have international billing addresses. If you would like to pay via PayPal, please visit our Contact Us page to request a PayPal invoice.
What is your payment policy?
If a coupon, discount or voucher has been missed from an order, we must be notified within 72 hours of the order being placed to add or adjust the balance.
Both the currency and tax for an order is based on the Shipping address.
Please note that there may be additional administrative, exchange or transaction fees charged by your credit card provider as we are a Canadian company. To further inquire about this, please review the terms and conditions with your credit card provider.
Your credit card will be automatically charged for outstanding payment, including but not limited to overdue invoices and fees for additional services.
Please note that for all orders, including pre-orders awaiting back ordered items and custom orders the full payment will be charged upon placement of the order.
We do not accept cheques with a billing address outside of Australia.
Will my wood veneers match?
As with any natural material each piece of wood will vary slightly in grain and tones as each every piece of wood is unique. Products in the Rove Concepts line and Rove Classics line may have different finishes. Although we do our best to ensure consistency, wood veneers may show more drastic variation when matching pieces that were purchased years apart. We always recommend ordering a swatch sample before purchase so you can compare / see the wood finish in your own home.
What is MDF?
MDF stands for medium density fiberboard. It is a man-made wood product composed of randomized wood fibers with a higher density than particleboard (low-density) and lower density than hardboard (HDF), which is mostly only used for construction. MDF is notably better than particleboard, but the benefits of MDF over solid wood are lesser known. MDF is lighter, cheaper, and more consistent in size, strength, and design than solid wood. It is also less prone to splitting without grain lines and expansion/contraction of the material is unlikely.
Does your MDF contain formaldehyde?
Formaldehyde is a chemical substance often found in resins which are used to bind wood fibers together in MDF. Our MDF is California Phase 2 Compliant, which means that it meets strict requirements for low emissions of VOCs including formaldehyde.
What is a European flexible slat system?
Flexible slats lend support between the mattress and bed frame. This dynamic system offers an alternative to the traditional platform foundation and is known for it's curved, flexible structure which adapts with the movement of the human body. Flexible slats are recommended for individuals looking to minimize contact pressure or couples who have different comfort needs.
How deep is the mattress inset?
Mattresses will sit 1 - 2 inches into the bed frame, depending on the specific bed model.
What does sofa orientation mean?
Our sectionals are available in 2 orientations. Left-hand facing means that when you look at the sofa, the chaise is on the left. Right-hand facing means that when you look at the sofa, the chaise is on the right. Some of our sofas are modular or reversible, which mean that the orientation can be either left- or right-hand facing.
What is the Wyzenbeek Method?
The Wyzenbeek Method is the standard measurement of fabric upholstery wearability in the United States. Measurement is taken by the number of mechanised back and forth arm counts of heavy canvas, called cotton duck, rubbed over the fabric surface. This is meant to mimic the effects of normal use and friction over time, until the test shows significant signs of wear.
What is considered a good double rub count?
3,000 double rub count is approximately one year of use. For residential use, 3,000-9,000 double rub count is considered light duty and is not suitable for everyday use. 9,000-15,000 double rub count is considered fairly durable while 15,000+ double rub count is considered heavy duty and most ideal for homes with pets and children. For commercial use, minimum 15,000 double rub count is recommended, as public spaces tend to see more traffic.
Anything with 30,000+ double rub count is generally designed for maximum durability.
What is the difference between hardwood and softwood?
The difference will come from the type of tree the wood is sourced from. Alder, beech, eucalyptus, mahogany, maple, oak, teak, and walnut are examples of hardwood; cedar, douglas fir, juniper, pine, redwood, spruce, and yew are examples of softwood. Hardwoods have a higher density than softwoods and are therefore typically found in high-quality furniture. Hardwoods are more expensive because of the time it takes to grow and the long-lasting strength of the material.
What is double rub count?
Double rub count is the abrasion data or measure of fabric upholstery wearability.
How big are the samples?
Fabric samples are approximately 4 in x 4 in (10 cm x 10 cm) piece; hard material samples are approximately 2 in x 2 in (5 cm x 5 cm) per piece. The samples are a cut out of the same material used on our products and will give an accurate feel for what to expect when furniture arrives. We encourage all of our customers to test the samples before placing an order to ensure the quality of our materials meet our customers' standards.
Can you provide a fabric sample?
Yes. There's nothing better than getting a real feel for fabric or leather. Visit our detailed swatch page to order your free swatches today!
Can I have my furniture made with my own fabric ?
Unfortunately we do not offer the COM (customers own material) option, we are very sorry to disappoint!
I've received a faulty / damaged item
We are proud to stand behind the quality of the products we sell. While cases are rare, damages and defects do happen once in a while so we encourage you to inspect your item(s) upon delivery. Please visit our Returns, Refunds & Claims page here to see full details on our Damaged or Defective Items policy.
I've received the wrong item
If you have received the wrong item please file a claim by logging into your account and select Claims. Select Create a New Claim to complete the web form.
I have received my order but some parts or tools are missing
Not to worry, our factory may have hidden them away to protect the finished product in transit. Please ensure to check all packaging before disposing. If you are still unable to locate the missing parts please contact us immediately.
How to care for your furniture
Can you process my refund onto a different credit/debit card
No, this is not something that we are able to do. If the original method of payment is no longer available, we will issue store credit equal to the amount of the refund.
When will I see my refund in my account ?
Refunds can only be issued via the method of the original purchase.
Depending on the card provider, it may take up to 5 working days for the credit to appear in your statements once the refund has been processed.
Rove Concepts cannot be held responsible for third party costs or fees associated with the credit card.
What is your return policy?
How do I cancel an order?
Who is eligible to join the Rove Members Program?
Anyone can join the Rove Members Program. The annual fee enrollment is $150, plus applicable taxes.
What is included in the Rove Members Program?
As a member of the Rove Members Program, you will receive 20% off site wide on our entire product catalog plus 10% back as a voucher towards future product purchases (some exclusions apply - refer below). In addition to savings, you will receive:
- Concierge service to manage your orders
- Early access to clearance sale events
- Early access to new product releases
How to sign up for the Rove Members Program?
You can sign up for the Rove Members Program during the checkout process or on the bottom of our Rove Members Page here.
Is the membership based on a calendar year or rolling year?
Membership is based on a rolling year. If you signed up for membership on March 1 2020, it is valid until March 1 2021.
How can I see when my membership expires?
You can see details about your membership by logging into your account and selecting Membership on the left hand side of the account menu.
When will I receive my voucher?
You will receive your voucher via email 30 days from the date of delivery or pick-up.
Can I retroactively apply my voucher?
A voucher can only be used for furniture items on a future order and cannot be retroactively applied.
Can I get a discount on sale items?
Yes, 20% off applies to sale and clearance items as well.
Do I get a discount on shipping?
There is no member benefit for shipping as we work with third party delivery services.
Can I cancel my membership after using it for a purchase?
Membership fees are non refundable and are valid for one year.
How do I contact my concierge?
You can connect with Concierge 7 days a week on Live Chat or visit our Contact Us page to complete the contact form.
Can I track the progress of my order ?
When you place an your order with us, your confirmation email will contain the lead time. As soon as your order has been shipped you will also receive a shipment notification email that will contain tracking information with an ETA for delivery. If you have not received these emails to your inbox you may need to check your spam or promotions folder.
You can also log into your account* and view the "my orders" page to check your order status.
Where do you ship to?
We ship to Australia with exclusions. Please ask our concierge team if you believe you are in a more remote area.
You may enter your zip or postal code during checkout to confirm shipping costs to your location. Please note that zip or postal codes deemed isolated or rural by our third party carriers may require additional shipping fees. Rove Concepts reserves the right to change the delivery charges or cancel an order if your address is remote or outside of our carrier's delivery zones. You will be notified regarding the changes and can decide whether to proceed or not.
How long will my order take?
- Standard shipments have an estimated 5-14 business days in transit. Standard Shipping includes a delivery to the threshold, described as the "first dry area or garage" or lobby/service area of a high-rise building. Please note that stairs to the front door or first dry area are not included with this delivery service.
White Glove Shipping
- White Glove shipments have an estimated 7-16 business days in transit. White Glove service includes a delivery appointment inside delivery up to 1 flight of stairs, placement, and removal of large packaging materials. If you are considering a return please request to keep the packaging. White Glove may be unavailable in rural areas.
Custom orders are made from scratch at our exclusive production facilities with an all encompassing lead time of 14 - 20 weeks. For more information about our Custom Order Policy, please see the Store Policy page here.
How will my item(s) be delivered?
If you have selected Standard Shipping, this service includes a delivery appointment and a threshold delivery to the first dry area/garage or lobby/service area of a high-rise building. Smaller items may be shipped with FedEx, UPS or another similar small parcel carrier. All shipments will require a signature upon delivery.
If you have selected White Glove Shipping the delivery service will include a delivery appointment, inside delivery to the room of choice, up to 1 flight of stairs, assembly and removal of large packaging materials. To initiate a return at Rove Concepts the item(s) must be in the original packaging so, if you are considering a return be sure to ask the delivery team to leave the original boxes on site. Additional flights of stairs may be available; however, there may be a small additional fee per extra flight.
You can include delivery instructions or special requests during the check-out stage of your order.
For full details on our shipping policies please visit or store policy page here.
How much is shipping?
We offer tiered flat rate shipping. You may enter your postcode during checkout to confirm shipping costs to your location. Shipping prices are calculated on website prices before discounts, coupon codes, and/or vouchers are applied. Please note that additional shipping fees may be applicable if the postcode is deemed isolated or rural by our third party carriers. Please visit our Store Policy page here for full details on our Shipping Charges.
Does Rove Concepts have a showroom where I can see the products ?
Currently there is no showroom in Australia. We encourage customers to do a virtual tour with our concierge team or the host program with real customers.
What is a host?
Hosts are real customers who have Rove Concepts products in their homes and are ready to answer your questions. You have the option to connect with a host through video call, phone call, email or text at no cost. If you're interested you can connect with a host here.
How can I apply to become a host?
For full details on the benefits of becoming a host and how to apply please visit our Host a Showroom page.
I am an interior designer, can I work with you?
We'd love to hear from you, please visit our B2B site here to learn more on opening a B2B trade account!
How do I use/apply my Trade Discount?
Can I apply Trade Discount to a sale item?
Can I add Mulberry Accidental Damage Protection to my purchase after I've completed my order?
You can add Accidental Damage Protection to your products up until delivery of your order.
How is Accidental Damage Protection different from the Rove Limited Warranty?
The Rove Limited Warranty provides coverage on manufacturer defects. The Indoor Furniture Mulberry Protection Plan protects against common accidents such as stains, tears or burns and does not protect against manufacturer defects. The Outdoor Furniture Mulberry Protection Plan protects against common accidents such as stains, tears and pet damage, as well as manufacturer defects, once the Rove Limited Warranty expires. You can review the Rove Limited Warranty Terms here. You can review the Indoor Furniture Mulberry Protection Plan Terms here and the Outdoor Furniture Mulberry Protection Plan Terms here.
What does the Mulberry Accidental Damage Protection Plan cover?
The following common incidents are covered by the Mulberry Protection Plan:
- All food & beverage stains
- All human & pet bodily fluids
- Accidental rips and tears
- Broken frames & metal components
- Broken Zippers
- Chipped, cracked & peeling wood
- Minor burns & heat marks
- Loss of minor silvering
- Electrical power surges
- All stain types
- Pet damage (single incident)
- Rips & tears
- Damage from liquid marks & rings
- Burn marks
- Damaged seat suspension straps
- Product defects, once the Rove Limited Warranty expires
How it works
- All repair & replacement costs are covered, including shipping
- No activation or deductibles required
- Coverage begins Day 1 of delivery
What is not covered?
Currently, the Mulberry Protection Plan cannot be purchased for commercial use. Additionally, the Protection Plan covers many incidents, but does not cover fortuitous events, natural disasters, intentional misuse or neglect and any terms covered under another active warranty or service plan.
Who is Mulberry?
Mulberry is the modern way to protect your products against the everyday things that can go wrong. They make sure your Rove products are taken care of with a quick and seamless process, so that you can go back to enjoying them.
What happens after I purchase the Mulberry Protection Plan?
You will receive a welcome email from Mulberry with details of your protection plan and an activation link to create credentials to access your dedicated customer portal. From your customer portal, you can review coverage information and file a claim.
How can I file a claim?
To file a claim, simply log into your dedicated portal at getmulberry.com/login.
Mulberry's customer support team is available 24 hours a day, 7 days a week:
Via instant chat at getmulberry.com
Via email at email@example.com
Via telephone at 917-994-6394
Is there a deductible or any additional fees to process a claim?
There is no deductible required to file a claim and there are no additional fees associated with the resolution of an approved claim.
How can I cancel my Mulberry Protection Plan?
You are able to cancel your Protection Plan with Rove Concepts Customer Care team directly.
What if I exchange a product that I added protection to?
You can exchange a product for an identical product, without it affecting the warranty purchase. If you exchange a product for a new product, the protection plan will be canceled and refunded, and you will have the option to repurchase.
Can I file a claim if the plan is not in my name?
The Mulberry protection plan is transferable! To transfer your plan, simply log into your dedicated portal at getmulberry.com/login. If you are having trouble accessing your portal, reach out to Mulberry at firstname.lastname@example.org
How can I update or edit my Mulberry Protection Plan information?
You are able to edit your phone number and shipping address directly, by logging into your Mulberry customer portal at getmulbery.com/login. To update your email address, please contact Mulberry support at email@example.com.
When does my coverage begin?
Coverage begins the date of delivery, but does not include defects in materials and workmanship until the Rove Limited Warranty expires.
What countries is the Mulberry Protection available in?
Currently, the coverage is only available in the United States, including Alaska, Hawaii and Puerto Rico.
I tried to repair the product on my own. Does this affect coverage?
Damage resulting from unauthorized repair can void your coverage. Best practice is for you to file a claim with Mulberry as soon as covered incident occurs.
Can I renew my Mulberry Protection Plan?
The plans last for a period of 2, 3 or 5 years from the date of delivery and cannot be renewed.
How do I contact Mulberry Customer Support?
Mulberry's customer support team is available 24 hours a day, 7 days a week:
- Via instant chat at getmulberry.com
- Via email at firstname.lastname@example.org
- Via telephone at 917-994-6394