Roomie, Inc Customer Service Policies

When you shop on Roomie, you can purchase items or services sold directly by Roomie or by third-party sellers who list their products for sale on our marketplace. Either way, we seek to give you a great customer experience, even when our products don’t meet your needs.

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Roomie adheres to the applicable Seller’s service policies for all merchandise and ground shipping-related issues. You can find a list of Sellers and links to their service policies below. You should ensure these terms are reviewed and understood prior to making any purchase.

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Returns

If you're not satisfied with an item that you purchased on Roomie, you can initiate a return for a refund according to the Seller’s return policy.

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In the event of a return, you may be responsible for the return shipping costs, except in instances where the item arrived damaged or defective (see the next section for separate terms).
If you send the item back without a label from Roomie or the Seller, we recommend insuring your return shipment and using a trackable shipping method. Refunds will not be issued for items damaged in return transit or for returns that are never received.
Please see applicable Seller’s policy for more information on return eligibility, shipping fees and refund timing.

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Damaged and Defective Items

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In the unlikely event that an item you ordered arrives damaged or is defective, you may return the item for a replacement or a full refund, as long as you report the issue within the Seller’s or Roomie’s required timeframe, depending on the order delivery method:

a. For Items Shipped to a home address by Ground Carriers (such as FedEx, UPS or USPS) by Seller:
     i.  See applicable Seller policy for required reporting timeframe
b. For Items Delivered In-Room by Roomie or an affiliate party
     i. Damaged Items: Must be reported to Roomie within 5 days of documented move-in date. It's critical to report the issue within this time period so that a claim can be filed with the proper delivery party.
     ii. Defective Items: See applicable Seller policy for required reporting timeframe.

You can verify the type of delivery (Home or In-Dorm) on your order confirmation email.

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For Home (Ground carrier) delivery, we encourage you to inspect the packaging of the item before you accept the item from a carrier. If the packaging or the item appears damaged when it arrives, you should take pictures of the damage and you may inform the carrier and refuse delivery. In that case, please report the issue within the applicable timeframe per the Seller policies and you can choose to receive a replacement or a refund.

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You may be required to submit photographs of the damaged or defective product and its packaging (the original packaging is required to facilitate a return unless it was damaged in transit and is unusable).

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Missing Items

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If your order is missing any items or parts, please notify Roomie or the Seller as soon as possible and no later than 30 calendar days after delivery.

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Refunds

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If you choose to get a refund for eligible items, you'll be refunded the price of the product and applicable sales tax. For damaged or defective items (and any other items from that order if they are part of a set), you will also receive a refund for any amount you may have paid through Roomie to have the item shipped to you. For items that were not damaged or defective, you may be responsible for the return shipping costs; if you use a return shipping label provided by Roomie or the seller, the shipping costs may be deducted from the amount of the refund due to you.
Refunds will be issued to the original method of payment shortly after Roomie or the Seller (as the case may be) receives and processes the eligible item.
Please see applicable Seller’s policy for more information on return shipping fees and refund policy.

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Warranty Information

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Some products may be covered by a manufacturer or Seller’s warranty. Please contact the seller of the item to learn more about its warranty coverage and any applicable terms that may apply.

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Seller Return Policies

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Dormify: https://www.dormify.com/pages/returns
DormCo: https://www.dormco.com/returns.asp
Viscosoft: https://viscosoft.com/pages/returns
Loftie: https://support.byloftie.com/en-US/return-policy-34942

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