Rove Concepts B2B
  • To report a damaged product please contact us by email at customercare@roveconcepts.com making sure to include your order number, description of the damage, and photos of the product.

  • Once you have placed your order with us you will receive email updates throughout the fulfillment process. You can alternatively login to your account to check for the latest updates.


    If your delivery date has passed and you have not received your order;

    You can log onto your account via www.roveconcepts.com 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 it is released. To further inquire about a shipment you can reach out to the freight company and ask for a status update.

    Alternatively you may contact us and our Customer Services Team can look into this for you by calling 1-800-705-6217 x 2 or emailing customercare@roveconcepts.com


    Once you receive the tracking information you will be able to get live updates through the shipping companies website or email. When your order is at their local sorting facilities they will call the number on file to schedule for delivery.


    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 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.

    If you are not getting any emails from us please don't hesitate to contact us


    If a part of your order was not delivered please contact our Customer Service Team immediately and we can help look into this matter for you.


    Not to worry, give us a call or drop us an email with your order details and the date you'd like your order to be dispatched. As long as the order hasn't already left us, our team will arrange for your order to be held until you are ready to receive delivery. Storage fees may apply depending on length of time.


    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 'My orders' to get the most up to date information on the whereabouts of your products or give our customer service team a call on 1-800-705-6217 x 2 or email customercare@roveconcepts.com, please have your order number ready.


    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.


    When you placed your order with us, your confirmation email would of had an ETA. You will receive a few more updates on the delivery, getting a bit more accurate as the time gets closer.

    If you have not received these emails or just want an update now, log into your account* and check out the "my orders" page for all the details.


    When the local delivery agent receives your furniture, they will call you to schedule the delivery. The night before the actual delivery day, the delivery agent will call you and provide a four-hour delivery window. 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 home on the delivery date.


    You'd just contact us and we'll update your details. 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 isn't usually possible, and you may be charged for arranging redelivery.

  • We accept Visa, MasterCard and AMEX


    Yes, just give our sales team a call on 1-800-705-6217 x 1 and we'd be happy to help.

    Our hours are 7.00 am to 6.00 pm, Monday to Friday and 10.00 am to 6.00 pm Saturday and Sunday, PST.


    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.

    We can only accept payments from credit cards which have a US or Canadian Billing address.


    Yes we can accept payment via PayPal for those customers who have international billing addresses. Please note the shipment can still only ship within mainland USA and Canada. If you would like to pay via PayPal, please contact our sales department to make these arrangements either by emailing sales@roveconcepts.com or calling 1-800-705-6217 x 1.


    If a coupon or discount 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, if an order is shipping to Canada the card will be billed in CAD with provincial taxes even if the billing address is in the USA.

    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.

    Once a transaction has been completed, if the customer asks to change the credit card information or charge amount outside of 24 hours there is a 3% transaction fee reduced from the refund.

    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 the US or Canada.

  • 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.


    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.


    Yes


    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.


    Mattresses will sit 1 - 2 inches into the bed frame, depending on the specific bed model.


    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.


    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.


    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.


    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.


    Double rub count is the abrasion data or measure of fabric upholstery wearability.


    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.


    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!


    Unfortunately we do not offer the COM (customers own material) option, we are very sorry to disappoint!

  • 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. If damage is noted, be sure to sign off with the carrier agent "Damaged Upon Arrival" and please take pictures to document the damage. If an item is structurally intact and usable, accept the item. If an item is structurally damaged and completely unusable, refuse the item. If you refuse the whole shipment, including undamaged items, you are responsible for accepting the re-delivery of the undamaged items within 7 days, in addition to all costs associated with the re-delivery including but not limited to storage fees. To report any damage or defects please contact us at customercare@roveconcepts.com within three (3) calendar days of receiving your order. We ask that you contact us via email so that all communication is clearly documented. For all damages and defects, we will require clear photographs to be provided within the three (3) calendar days of delivery. We will send out a new product, a replacement part, offer a blemish discount, or offer local repair reimbursement at our discretion. If you do not wish to accept any of our solutions to the case, you will be responsible for returning the item(s) to us in order to receive a product refund. Damages or defects reported more than (3) calendar days after delivery date will not be eligible.


    If you have received the wrong item from your order please contact us and our Customer Service Team will resolve this for you.


    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.


    Please visit our product care page here: https://www.roveconcepts.com/help/product-care

  • No, this is not something that we are able to do.


    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.


    In stock orders cancelled after 24 hours are subject to a 3% transaction fee.

    If the order has already been shipped, the cancellation is subject to any cost of outbound and reverse logistics.

    Custom orders cancelled after production has commenced will be refunded only 50% of the balance paid as all material costs have been incurred. Custom orders cancelled after 24 hours, but before production has begun will be subject to a 3% transaction fee.

    Please contact the customer service team regarding cancellations by emailing customercare@roveconcepts.com or calling 1-800-705-6217 x 2.

  • If you change your mind about an item please contact us at customercare@roveconcepts.com for return shipment details.

    Your refund will be reduced by a restocking charge equal to 15% of the purchase price, and you will be responsible for outbound and return shipping and delivery charges. Returns must be received in original condition and in original packaging within 30 days from the delivery or pick-up date. Please ensure your order number is clearly marked on all boxes that are being returned. Items not received in original condition and in original packaging cannot be refunded. Only once the item(s) have been returned to the warehouse and have been inspected by our receiving team can the refund be issued.

    Refunds can only be issued via the method used on the original purchase. If the original method of payment is no longer available, we will issue store credit equal to the amount of the refund.

    Standard Shipping and White Glove Delivery charges are not refundable. We do not accept any returns or exchanges on custom order furniture.

    Non-stock items, custom orders, lighting and polycarbonate items are not returnable and non-refundable.

    All items marked as "Final Sale" are non-refundable and cannot be exchanged for other items as they are sold in the condition as is. Final Sale items are exempt from regular store policy and are not covered by Rove Limited Warranty. Strictly no exceptions will be made for Final Sale items.


    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.


    To report a damaged product please contact us by email at customercare@roveconcepts.com making sure to include your order number, description of the damage, and photos of the product.

  • Yes, thanks to our clever live tracking system. Once you've placed an order, just log in and go to 'My orders' where you can see all of your orders and their current status.


    We ship to the USA & Canada, except for Hawaii, Alaska and Puerto Rico.

    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.


    Standard Shipping (Estimated 5 – 12 business days in transit) Standard Shipping for US shipments includes a delivery appointment and delivery to the ‘first dry area ', meaning to the threshold or garage of a single-detached house, or lobby or service area of a high-rise building. Standard Shipping for Canadian shipments is a curb-side delivery service and it will be the customer 's responsibility to remove the item off of the truck and bring it inside.

  • Yes we do! Our showroom is located at 8414 Melrose Avenue in Los Angeles, and is open 11am to 7pm Tuesday through Saturday.