Customer Service

Shipping & Delivery
Ordering & Billing
Returns & Replacements
Privacy & Security
Viewing Orders
What if I do not receive my entire order?
Updating Account Information
Guidebook Opt Out

SHIPPING & DELIVERY

When will my order ship?

Online orders may take 1 to 3 business days to process depending on order volume and product availability date. We do our absolute best to ship any orders placed Monday-Friday before 12 pm that same day. Upgrading your shipping from ground freight expedites the shipping portion of your order only. All California orders take 1-2 business days to arrive, so expedited shipping may not be needed. Our warehouse does not ship on Saturdays and Sundays. If you need additional information please contact Roark Customer Service at cs@roarkrevival.ca or  +1 833-677-1097. Our business hours are Monday – Friday from 9am-5pm PST.

Where does Roark ship from?

All ca.roark.com orders are shipped from our distribution center at 8067 North Fraser Way, Burnaby B.C. Canada V5J 5M8.

When can I expect my order to be delivered?

Your order is delivered by Canada Post (1) Xpresspost service or (2 Expdited Post service

Below is a chart showing estimated delivery time for major cities in each province. 

	Xpresspost	Expedited Parcel or Flat rate box
	(# of Business days)	(# of Business days)
Alberta	2	3
British Columbia	2	2
Manitoba	3	5
New Brunswick	3	8
Newfoundland	3	9
Northwest Territories	3	7
Nova Scotia	3	8
Nunavut	4	10
Ontario	3	6
Prince Edward Island	3	8
Quebec	3	7
Saskatchewan	3	5
Yukon Territory	3	7

 

 

Has my order shipped? How can I track my order? 

You will receive a shipping confirmation email as soon as your package leaves our warehouse. It will contain information to track your order. If it has been a few days since you placed your order and you have not received shipping confirmation, please contact customer service at cs@roarkrevival.ca or by calling +1 833-677-1097.

Do you ship internationally or to PO boxes?

We do not ship internationally. We ship to PO Boxes.

My order never arrived, what do I do?

Start by checking with surrounding houses or buildings to be sure that your item was not delivered to a neighbor. If you are unable to locate it, please contact customer service at cs@roarkrevival.ca or by calling  +1 833-677-1097.

ORDERING & BILLING

Can I use two promo codes at once?

Only one offer may be redeemed at a time. NO TWO OFFERS OR PROMO CODES MAY BE COMBINED.

I ordered the wrong product, can I adjust my order?

Once an order is submitted, you cannot make changes. This includes size changes, shipping information and promotional codes. Please contact us as soon as possible so we can stop the order from shipping to you. For assistance please email cs@roarkrevival.ca or call us at  +1 833-677-1097.

Why do I see multiple charges on my credit card for one order?

Upon submitting your order, you will see one pending authorization for each attempt made to place your order. If you did not receive an order number at order completion, then you may have entered the incorrect billing address. We recommend contacting your bank to verify the billing address on your account before trying your order again. If you see multiple pending authorizations, it could be that you entered your billing information incorrectly and tried multiple times. These pending authorizations will be removed from your bank account within 3-5 business days.

What is a pending authorization?

Pending authorizations are temporary holds on your credit line that guarantees available funds for the purchase costs. An authorization is not a charge to your account. The authorization is removed once the transaction is complete. Although pending authorizations usually last for 3 – 5 business days, the duration of these authorizations can vary. Please contact your bank for their policy regarding authorization holds.

I am trying to place an order with a pre-paid gift card, why won’t my order go through?

When using prepaid gift cards, please contact the credit card company to register and associate your address with the card before using it to order.

RETURNS

ALL SALE ITEMS ARE FINAL SALE.

Need to return an item or all of your order? No worries! We have a killer 30-day Return Policy. Identify your order number and shipping postal code to begin. Then reach out to cs@roarkrevival.ca with your return information and the subject "Product Return" and we will get back to you to start the process!

Can I exchange an item?

We do not offer direct exchanges, so if you wish to exchange an item you will need to return the item for a full refund and place a new order for your replacement at roarkrevival.ca.

Can I return an item that I purchased at a wholesale retailer?

Sorry, but we only accept returns on product that was purchased through roarkrevival.ca.

BOATMAN LIFETIME GUARANTEE

We stand behind all the products we make. Our Boatman Boardshort is warranted against defects in materials and craftsmanship for as long as you own the item and we will repair or replace the product free of charge per our standard return procedures. Our lifetime warranty does not extend to normal wear and tear, damage caused by misuse, alterations, fading, improper care, abuse or other circumstances which, in our sole discretion, violate the warranty. There is no need or requirement to register your warranty with Roark Revival. For any warranty issues, please contact cs@roarkrevival.ca, providing photos of the product.

PRIVACY & SECURITY

Is your site secure?

Our secure servers protect your information using advanced encryption and firewall technology throughout the ordering process. Most browsers will show a lock icon in the bottom status bar on secure pages. Look for this icon on any web page that asks for your personal information. To further ensure your security, we use state of the art SSL (secure sockets layer) encryption to protect your personal information.

Please see our Privacy Policy page.

VIEWING ORDERS

You can view your orders online and check on their status by logging into your account.

WHAT IF I DO NOT RECEIVE MY ENTIRE ORDER?

If an item that you ordered is not on the invoice that is received with your delivery, this means the item has gone out of stock. Our goal is to fill every order placed as quickly as possible. However, inventory is subject to change and any unavailable item will be canceled. We do not backorder any items and you will only be charged for the product that has been shipped to you.

UPDATING ACCOUNT INFORMATION

You can update all your account info by logging into your account

GUIDEBOOK OPT OUT

If you would like to be removed from our guidebook mailing,  submit your request for removal here.