Shipping policy
Last updated: October 23, 2026
This Shipping Policy explains how and when orders from rookieroom.store, operated by Rookie Room ("we", "us"), are made and delivered. It forms part of our Terms of Service.
1. Where we ship
We currently ship to addresses within the United States. We may not be able to deliver to some PO boxes, APO/FPO/DPO military addresses or remote locations. If we can't deliver to your address, we'll contact you and give you a full refund.
2. Shipping cost
Shipping is free on all orders to the United States. The price you see at checkout is the total you pay for the product and delivery.
3. Made to order
Every Rookie Room light is personalised and made to order with the name and number you provide. Production starts after your order is placed, which is why we can't hold stock or ship same-day.
4. Delivery times
- Production and dispatch: your order is usually made and handed to the carrier within 1–2 business days.
- Total delivery time: most orders arrive within 7–12 business days of the order being placed.
- Business days are Monday to Friday, excluding US federal public holidays.
- Delivery times are estimates, not guarantees. Carrier delays, severe weather, customs processing and peak periods (especially November and December) can add time.
If we become aware that we can't ship your order within the time stated above, we'll notify you promptly by email. We'll give you a revised shipping date and the choice to either accept the delay or cancel your order for a full, prompt refund.
5. Holiday and event deadlines
To receive your order before Christmas, please order by December 4. For birthdays and other events, please allow at least 12 business days. We can't guarantee arrival by a specific date, but we'll always tell you if we expect your order to be late.
6. Tracking
When your order ships, we'll email you a tracking number and link. Tracking can take 1–3 business days to start showing updates after dispatch.
7. Your shipping address
Please check your shipping address carefully at checkout. You can change your address within 12 hours of placing your order by emailing contact@rookieroom.store. After that, your order may already be in production and we may not be able to change it.
We're not responsible for orders delivered to an incorrect or incomplete address entered at checkout. If an order is returned to us because of an address error, we'll contact you to arrange reshipping, which may incur a shipping fee.
8. Lost, delayed or stolen parcels
If your order hasn't arrived within 20 business days of ordering, or tracking shows it as lost, please email contact@rookieroom.store with your order number. We'll investigate with the carrier and, where the parcel is confirmed lost, send you a free replacement. If we can't make a replacement, we'll refund you in full.
If tracking shows your parcel as delivered but you can't find it, please check with neighbours and your local post office first, then contact us within 7 days of the delivery date so we can open a claim with the carrier.
9. Damaged in transit
If your light arrives damaged, please email contact@rookieroom.store within 14 days of delivery with your order number and photos of the damage and packaging. We'll send you a free replacement. See our Refund Policy for full details.
10. Duties and taxes
All import duties and fees for US deliveries are included in the price. You won't be asked to pay anything on delivery. Any applicable sales tax is shown and charged at checkout.
11. Contact us
Questions about shipping? Email contact@rookieroom.store and we'll reply within one business day.
Rookie Room, 18 Sledmere Street, Christchurch, New Zealand