At Rove Concepts, we strive to deliver your purchase with excellent service and flexibility, every time.
Rove's Delivery Service is more than just the safe transportation of your purchase – it's a commitment to your satisfaction. We offer a comprehensive service designed to handle every detail and give you a seamless experience.
Please note all orders for Australia will ship from our Sydney warehouse. We want to send your order to you as soon as possible on a day that works for you. For your convenience, all items within an order will be shipped together and we will provide an estimated delivery timeline when placing the order. Once this shipment has reached the local terminal closest to your location the carrier will call you directly to plan for delivery to your home or business. Upon delivery, be available to accept the shipment during a scheduled 4 hour window period. If shipped with UPS or a small parcel carrier your delivery will occur as per tracking details rather than scheduled directly with you. Visually inspect the packaging and be sure to note any issues along with your signature on the delivery paperwork. There may be additional costs for adding to your order after it has been prepared for shipment, for evening or weekend delivery, and depending on your area weekend delivery is not always available. If you have selected pick-up for your order, we ask that you to wait for a confirmation call from the warehouse before going to collect your order. While the large majority of our orders arrive within the lead times shown, shipping times are only able to be good faith estimates due to multiple variables during transit. Roveconcepts.com is not liable for any loss, damage, cost or expense related to any delay in shipment or delivery, and we are not able to ship to PO boxes.
Standard Shipping (2-4 weeks in transit)
Standard Shipping includes a delivery to the threshold, described as the "first dry area" such as a garage or lobby/service area of a high-rise building unless shipped with UPS or a small parcel carrier for which a signature will be required upon delivery. Please note that stairs to the front door or first dry area are not included with this delivery service. Standard shipments have an estimated 2-4 weeks in transit.
White Glove Shipping (2-4 weeks in transit)
White Glove service includes a delivery appointment, inside placement up to 1 flight of stairs, assembly, and removal of large packaging materials. If you are considering a return please request to keep the packaging. Please note, this service does not include assembly for bookshelves/ shelving units. White Glove shipments have an estimated 2-4 weeks in transit.
Customer Pick Up (Up to 1 week)
For customers located close to our warehouses we are pleased to offer free customer pick up! During checkout, if a shipping address within New South Wales is entered our system will automatically offer customer pick up as a shipping option. While the lead time is typically shorter for this option, please note that orders will not be ready for pick up within the same day and you will be notified directly as soon as your order has been prepared. Full warehouse address and contact information will be provided in the same email, with pick-up appointments available during weekdays only. Orders can only be held for pick up for 15 calendar days so please notify us if you require further time, storage fees may apply. If a third party will be collecting your order, please notify us in advance and ensure that they bring a photo ID or our warehouse team may deny pick up. We recommend bringing a larger vehicle and a friend to help carry the order, as our warehouse team will not be able to assist with loading. If you are considering a return please request to keep the original packaging.
*Please note White Glove service is currently unavailable. All orders for Australia will ship from our Sydney warehouse.
Shipping charges are non-refundable once items have left our warehouse, including damaged or defective shipments. Shipping is calculated from the product subtotal before applicable taxes and discounts are applied. Any additional charges accrued with the delivery company will be transferred to the customer. These include, but are not limited to, isolated zip or postal codes (e.g. back road, islands etc.), missed attempted delivery charges, weekend delivery, storage fees, additional delivery services and other potential charges associated with the order. Once an order has been set up for shipment we cannot accept any changes to the product(s) ordered. It is the customer's responsibility to keep track of the order from shipment to delivery.
Once an order has been shipped, an upgrade to White Glove Shipping will incur a significant surcharge to the customer, with an understanding that the arrangement will cause delays in shipping times and is not always available.
Full payment is required for custom orders. Once production has commenced all costs of production have been incurred therefore a cancellation is no longer possible, and the custom order cannot be refunded. The custom order lead time is an all-encompassing 14 - 20 weeks.
Production and delivery lead times are estimates. In the unlikely case of a custom order exceeding 24 weeks from the date of the deposit, the customer has the right to cancel the custom order for a full refund or the deposit.
Once a custom order has been submitted there are no guarantees that they are able to be modified. Charges may apply to approve any production modifications.
Your credit card will be automatically charged for outstanding payments according to our Store Policy, including but not limited to overdue invoices and additional charges.
The Rove Guarantee applies to custom orders only to the extent of defects or damages. Custom orders are not able to be returned or refunded based on buyer’s remorse.
If the customer is unable to take delivery of the order’s item within 15 days of being contacted that the items are ready to ship, warehouse storage charges will be applied to the customer. If the customer is unreachable by phone and/or email, unable, or unwilling to take delivery of the items after 15 days of Rove’s effort to inform the customer of delivery, the customer forfeits the non-refundable deposit paid and Rove has full discretion on how the order’s items are to be handled.
Orders in stock take approximately 1-2 business days to be set up for shipment at which point you will receive an email notification.
Pre-order and Custom
For pre-orders and custom orders, once the furniture arrives to our warehouse it will be unloaded, sorted and pass a quality inspection before being set up for shipment. This process typically takes 1 - 5 business days to complete.
Due to an increase in order volume and current precautions at the warehouses, please note that order processing may take up to 1 week. Thank you for your patience whilst we put the safety of our customers and staff first.
Once the delivery company has picked up the order you will receive an email with the tracking information.
If there is a specific time period when you may not be able to accept delivery, you must notify us via our contact form on our 'Contact Us' page prior to placing your order to discuss the possibility of delayed delivery. If you learn of a delivery conflict after placing your orders you must notify us prior to the commencement of shipment processing. Once the order begins shipment processing there are no guarantees that changes can be made. Temporary storage may be possible; however, storage fees will apply on a per-day basis and at the cost of the customer. Consignee changes or shipping method changes require written notice 5 business days prior to shipment. If the customer is unreachable by phone and/or email, unable or unwilling to take delivery after 30 days of Rove's efforts to inform the customer of delivery, the customer forfeits the order along with any balance paid, and Rove has full discretion on how the order's items are to be handled.
You may login to your customer account to view order history, print receipts, and pick up tracking information and details regarding your order.
Destination state, province or territory will determine the sales tax applied to your order.
Coupon codes and Vouchers are limited strictly to one per order. Trade Program discount cannot be applied in addition to promo codes.
Store credit is valid for one year and can only be used for furniture items on a future order. Store credit cannot be applied to the order it is generated from and cannot be retroactively applied to a previous order. Store credit cannot be applied to shipping charges or accent items such as accessories, decor, bedding, lighting, and part(s) or partial orders.
A Voucher is valid for 6 months from the date it is received. A voucher can only be used on select furniture items on a future order and, under no circumstances, can the voucher be retroactively applied to an order.
Vouchers are not applicable to shipping charges, taxes or select accent/decor items which include, but are not limited to; planters, poufs, pillows, mirrors, rugs, lighting and bedding.
Vouchers are calculated from the order subtotal before shipping and applicable taxes and after discounts. Rove Members Program vouchers cap at AU$500.
The voucher is sent out 30 days after delivery or pick up. Vouchers are valid for one-time use only and are not reinstated from canceled orders. If the full value of the voucher is not used the remaining balance is considered void. If an order containing a voucher is canceled, returned, or refunded the voucher is considered void.
The voucher value is a live balance and will be recalculated if any discounts or credits are applied to the order, including post delivery discounts for compensation or claims related issues.
A review credit can only be applied once per customer account. If a coupon code or voucher was missing from an order that has already been placed, we must be notified within 72 hours or the coupon code/voucher cannot be added/adjusted. Coupon codes are not applicable to part(s) or partial orders.
Your credit card will be automatically charged for outstanding payments, including but not limited to overdue invoices, additional carrier charges, and storage fees. Once a transaction has been completed, there will be a charge of 3% of the transaction amount for changing credit card information or the charge amount. Please note that for pre-orders awaiting back-ordered items, the full payment will be charged upon placement of the order. Coupons/discounts may be applied within 24 hours of ending, or up to 72 hours for price adjustments on orders that have already been placed, including product/sale price adjustments.
Your use of this website, roveconcepts.com (“site”), is governed by the following Terms (“Terms”), as updated from time to time. The current version of these Terms is indicated below. These Terms constitute a legally binding agreement between you and Rove Concepts.
In placing an order, you warranty that you are over 18 years of age, and that you are providing accurate, true and complete information, and that you have the authority to place the order.
You expressly understand and agree that your use of this site is at your sole risk and that this site is provided on an “as is” and “as available” basis. Roveconcepts.com makes no representations or warranties of any kind, express or implied, as to the operation of this site or the information, content, materials or products included on this site except otherwise stated in our 5 year limited product warranty.
You agree to indemnify and hold harmless Rove Concepts and roveconcepts.com and its officers, directors, employees and suppliers, from any claim, demand, action or damage, including reasonable attorneys' fees, made or incurred by any third party arising out of or related to your use of this site.
We reserve the right to terminate your account and restrict your use of this site if we have reason to believe you have violated any of these terms and conditions, including providing us with false information.
You are responsible for maintaining the confidentiality of your account and password and for restricting access to your computer. You agree to accept responsibility for all activities that occur under your account or password. If you are under 18, you may use roveconcepts.com only with involvement of a parent or guardian. Roveconcepts.com reserves the right to refuse service, terminate accounts, remove or edit content and cancel orders at its sole discretion.
You can add Accidental Damage Protection to your products up until delivery of your order.
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.
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
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.
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.
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.
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 firstname.lastname@example.org
Via telephone at 917-994-6394
There is no deductible required to file a claim and there are no additional fees associated with the resolution of an approved claim.
You are able to cancel your Protection Plan with Rove Concepts Customer Care team directly.
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.
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 email@example.com
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 firstname.lastname@example.org.
Coverage begins the date of delivery, but does not include defects in materials and workmanship until the Rove Limited Warranty expires.
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.
The plans last for a period of 2, 3 or 5 years from the date of delivery and cannot be renewed.