FAQs
Frequently Asked Questions
Here is a list of the most commonly asked questions that we have received.
COVID-19
We’ve implemented new measures for the safety of our customers and staff, so shipping of orders may be delayed and our return policy has been adjusted.
ORDERING
Placing an Order
Placing an order on our website is beyond easy. Either make your purchase on rollpain.com or simply call 1 (800) 474-9580 to place an order with a member of our customer care team. Please note that orders cannot be modified after they are successfully submitted.
Finding Items
Either enter the product number or keywords for the item that you are interested in purchasing into the search box by clicking the magnifying glass on the top right of the page, next to the shopping cart, or simply browse through our categories and use refinements under the “Filter” tab to narrow the results down to products that fit your needs. Click on the image of the item you would like to learn more about to get to the product detail page. Here you will find additional imagery, product description, available colors and sizes, customer ratings, and reviews.
Adding Items to Your Shopping Cart
When you are ready to make your purchase simply select size and color (if applicable) and click the “add to cart” button. If you would like to continue shopping, just select any of the category tabs at the top of the site or on the Gaiam logo to get back to the home page.
Checking Out
You can access your shopping cart simply by clicking on the cart link at the top right of the site. Review the items in your cart to make sure they are correct and make any changes necessary. You can update quantities and remove items from your shopping cart here. When you are satisfied with your selection, click the “checkout” button.
Secure Online Shopping
Our website is secure and encrypted to protect any information you enter while ordering. We use the latest security measures to ensure your information is protected.
Enter a Shipping Address
Provide the address to where you would like us to ship your order. If the billing address differs from your shipping address, please uncheck the box that states “use this address for billing” below the address fields. For shipping to U.S. Territories please contact us at 1 (800) 474-9580 or help@rollpain.com for details.
Multiple Ship-to's:
We do not accept multiple shipping addresses for orders placed on rollpain.com. Please contact us directly if you would like to ship to multiple locations.
Choose Your Shipping Method
Select the appropriate shipping method for how quickly you would like to receive your order. We offer FedEx SmartPost, Standard Ground FedEx service and FedEx 2-day service (if applicable to your location). For Canadian ship to locations only DHL will be offered.
Provide Payment Method
We accept Visa, MasterCard, American Express and Discover. You may also use a RollPain Gift Certificate as a method of payment for any time but another Gift Certificate. Enter your gift certificate code in the checkout process where it says “Gift card or discount code”, then hit Apply. If you are using a debit card, your bank may deduct or set aside the necessary funds to cover the order for a period of up to 5 business days. RollPain does not collect payment until the order has been shipped from our fulfillment center.
Review and Submit Your Order
Please double check that the shipping and billing addresses are correct, double check the items and quantities on the order, then hit the green Complete Order button. When the order is successfully submitted a confirmation email will be sent to you and the order information will be displayed on the screen.
Sales Tax
We charge sales tax for orders shipping to California, Colorado, Illinois, New Jersey, New York, Ohio, Pennsylvania, Tennessee, Minnesota, North Carolina, Washington and Wisconsin. This will automatically be added to your order.
How to Redeem a Coupon/Promotional Code
Any promotional offer code should be entered in the shopping cart. Codes cannot be used together, or with any other offers. Cannot be combined with wholesale discounts. Coupons and promotional codes cannot be used on previously purchased orders.
Order Status
If you are a registered user, you can check your order status any time by clicking the "My Account" link at the top of the site. You will also receive an order confirmation email within minutes of submitting an order and a ship confirmation email with a tracking number when the order is processed and shipped.
Gift Packaging
We do not offer gift wrapping and packaging options at this time.
Shipping
Order Ship Time
In-stock items typically ship within 24 hours of order placement. If an item ships directly from the factory, its extended lead time will be stated in the product description.
Order Delivery Time
FedEx SmartPost is 4-10 business days, Standard Ground FedEx is 3-5 business days. For Shipments to Alaska, Hawaii and U.S. Territories, please allow about 10-15 business days. DHL to Canada will be approx. 4-7 business days.
APO/FPO Shipments
We do ship to APO/FPO addresses, please contact us at 1 (800) 474-9580 or help@rollpain.com for details. Please allow up to 3 weeks for delivery.
Oversized Shipping Charges
Because some large items are bulky and heavy, our cost to ship them is higher than for other items. A surcharge is added to these items and will be noted on the product page as well during the checkout process. This charge is in addition to regular delivery fees.
International Shipping
At this time we only ship to the United States, its territories, and Canada. For product selection and availability outside of the U.S. please contact the nearest RollPain's International Partner.
RETURNS
Roll Pain wants you to be 100% happy with your purchase experience. We hope you love everything you receive from us, but if you’re less than 100% satisfied, you may return or exchange any item within 30 days of your purchase.
Unfortunately due to Covid-19 all orders must be pre-approved by our supprt team for returns. Please email hello@rollpain.com to create your return ticket.
