Frequently Asked Questions

We've compiled a list of Frequently Asked Questions. If you can't find the answer you're looking for, call us at (407) 864-1545 or email us at info@roombythetree.com.

• How can I get my order confirmation email resent?

If you did not receive a confirmation email, make sure to check your spam folder (and also the Promotions tab in Gmail). If you still can’t find it, a copy of your order is accessible on our site by clicking Order Status in the upper right hand corner. If you've created an account, an entire order history is available by signing in to My Account . If you have any questions or would still prefer an email, please contact us at info@roombythetree.com to request that your invoice be resent.

Please note that if you purchased through Amazon.com, Amazon's policies will keep your email address private. If you used Amazon Payments, you may not be able to access your order. If this occurs, simply email us at info@roombythetree.com and we can send you a link to your order.

 

• How can I modify my order?

The best way to make changes to an order after it is placed is to call us at (407) 864-1545 . We try to process orders quickly so that you can receive your order in as little time as possible. Our warehouse could begin routing, boxing, and shipping your order within 5-10 minutes of it being being placed. Contacting us via phone right away will ensure we can modify your order before it has been packaged and shipped. If you do not reach us, please email us at info@roombythetree.com or leave a voicemail so that we can return your call as soon as possible.

 

• Why does my order show “canceled”?

An order is put into canceled status if there is any problem with the form of payment. The payment status will also reflect this information. If your order was completed correctly, the order page will notify you that your order was a success and you will receive an email confirmation of the order, along with confirmation of payment. Please email us at  info@roombythetree.com if you have any questions.

 

• Can I Buy Online With Confidence?

Absolutely. Roombythetree.com maintains the highest level of transaction security and is certified for SSL encryption. You can be certain that your payment information stays private and confidential. Our Satisfaction Guarantee enables you to feel comfortable with your purchase. We stand by our products and will make every effort to make your buying experience a positive one. We do not sell or release any customer information.  We stock the majority of our products.

All manufacturer warranty and service obligations of our cataloged products are in effect. Because of our direct relationship, we will even assist you with communication with each company, should the need arise.

NOTE: Not all internet sellers of these products are created equal. Proceed with caution if you choose to purchase from an internet dealer who is not direct and is not known to the manufacturer.

 

• Do I Have To Be Home When My Order Is Delivered?

For smaller items that deliver via FedEx or UPS, you generally do not have to be home. FedEx or UPS will leave the package at your door or designated package delivery area.

Larger items that are delivered via freight carrier require your signature. The freight company will call you at least 24 hours in advance to make a delivery appointment.

 

• What Is Your Return Policy?

Should you be dissatisfied with your purchase, we will refund 100% of your purchase amount with no re-stocking fees. Just call or email us for return instructions within 30 days of receiving your shipment. The returned item must be in sellable condition and in the original packaging. You will be responsible for the cost of return freight. Please read our Return Policy for further information.

 

• What If My Order Is Damaged During Shipment?

In the unlikely event your purchase is damaged during shipment,  e-mail us on info@roombythetree.com.

 

• Has My Order Shipped?

When your order is shipped, a notification will be sent to the email address we have on file. This email will include a tracking number that will allow you determine the delivery date and status. If you didn't receive any e-mail, contact us at e-mail info@roombythetree.com or call (407) 864-1545.

 

• Where can I order parts for my products?

If you originally purchased your item from us, simply call us and we can usually order manufacturer parts for you. If you did not purchase the item from us, we do offer a wide range of aftermarket grill parts. For other types of items, it is usually best to contact the manufacturer directly. Feel free to contact us and we will be happy to offer assistance finding parts or replacing your product.

 

• Where can I find someone to service my product(s)?

 Many of the products we carry offer exceptional warranties, and the manufacturers have various networks of authorized repair technicians. If you have a problem with an item that you purchased from us, give us a call at (407) 864-1545 or email us at info@roombythetree.com and we will be happy to help you troubleshoot or to connect you with the appropriate manufacturer.

 

• Where does RoomytheTree ship from?

Products ordered from RoombyTheTree either ship directly from the manufacturer, or one of our many distribution centers located in the following locations: Royston, Georgia - Davenport, Florida - Montgomery, Alabama, Ocala, Florida, and others.