Return & Exchange

We are committed to delivering high-quality Roamate products. If you experience any issues upon receiving or using your product, we’re here to help.

1. Damage or Defect on Arrival (DOA)

"DOA" refers to any appearance, functional, or structural issues found upon delivery that prevent normal use.

  • Please inspect your product within 5 days of receiving it.
  • If any issues are found when opening the box (appearance, functional, or structural), do not use the product and contact us immediately at services@myroamate.com.
  • If problems are discovered after use, only functional or structural defects will be accepted as DOA.
  • DOA issues reported within 5 days are eligible for free return or exchange.
  • If no issues are reported within this inspection window, the product will be considered delivered in acceptable condition.

2. Return or Exchange Without Reason

We accept return/exchange requests within 5 days of delivery, even without a specific reason, under the following conditions:

  • The item must be unused, in its original condition, and include all original packaging and accessories.
  • Any shipping and handling fees will be determined based on the condition of the return.
  • Requests beyond 5 days will only be accepted in cases of product-related issues.

3. Return & Exchange Process

To initiate a return or exchange:

  1. Contact us within 14 days of delivery at services@myroamate.com.
  2. Include your order number, product information, reason for return/exchange, and photos if applicable.

  3. Important: All returns must be approved by ROAMATE customer service before shipping. Unauthorized returns without prior approval will not be accepted.

    Once approved, we will provide the correct return address (not the warehouse or shipping address). Please ship the product to:

    Return Address:
    Jay YHS
    42589 Avenida Alvarado
    Temecula, CA 92590

  4. Send the product back and share the tracking number.
  5. Once received and inspected, we will proceed with the replacement or refund accordingly.

4. Condition-Based Return Guidelines

4.1 Unused Items

  • If a product is returned unused or unopened due to the customer's personal reasons, the customer is responsible for the return shipping costs.
  • If a shipped order is refused at delivery, shipping and handling fees may be charged.
  • Please photograph the package before returning it to avoid disputes over potential damage.

4.2 Used Items

For opened or tested items, the following may apply:

  • Return shipping costs (if we provide the shipping label)
  • Repackaging fee
  • Refurbishment charges for any signs of use or cosmetic damage

Note: scratches or dents are generally not repairable, so please test the product carefully.

5. Costs and Responsibilities 

  • All returns must be sent back in original packaging, with appropriate internal protection.
  • If original packaging is lost, we can offer replacement packaging at an additional cost.
  • The customer is responsible for any damage or loss during return shipping due to poor packing or carrier mishandling.
  • Refunds will be processed once the returned product passes inspection, typically within 14 business days.
  • If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.
  • If due to our reasons, the goods received are damaged or not correct, and the consumer is not required to bear the shipping fee for this reason.

6. Defective, Damaged, or Incorrect Items

If you received a defective, damaged, or incorrectly shipped item:

  • Please contact us within 14 business days of delivery with a description and photos.
  • If the damage occurred during shipping, please obtain a damage report from the courier and include it in your return.

For any questions or support, contact us at: services@myroamate.com
We’re here to help.