Customer Service

Shipping & Delivery
Ordering & Billing
Returns & Replacements
Privacy & Security
Viewing Orders
What if I do not receive my entire order?
Updating Account Information
Guidebook Opt Out

    COVID-19

    Roark stands committed to doing what it takes to overcome COVID-19. Health and safety are paramount in every aspect of our business, so we’re working from home. We remain 100% operational at au.roark.com. Due to COVID-19, you may experience delays once your order has shipped.

    SHIPPING & DELIVERY

    When will my order ship?

    Online orders placed Monday-Friday before 12 pm are sent that same day. Our warehouse does not ship on Saturdays and Sundays. If you need additional information please contact Roark Customer Service at info@au.roark.com. Our business hours are Monday – Friday from 9am-5pm AEST.

    Where does Roark ship from?

    All Roark.com orders are shipped from Melbourne, Victoria, Australia.

    When can I expect my order to be delivered?

    Standard Shipping & Free Shipping orders ship with Australia Post Parcel Post service.  Delivery time is 2-5 business days within Victoria and 3-6 business days Interstate.  

    Express Post is the fastest way to ship.  Usually next day guaranteed, but Aus Post is currently saying 1-3 days in Victoria and 2-4 days Interstate.

    New Zealand orders ship with Autralia Post International Standard service, delivery time is approx 7 days.

    If you need additional information please contact Roark Customer Service at info@au.roark.com. Our business hours are Monday – Friday from 7am-5pm AEST.

    Has my order shipped? How can I track my order? 

    You will receive a shipping confirmation email as soon as your package leaves our warehouse. It will contain information to track your order. If it has been a few days since you placed your order and you have not received shipping confirmation, please contact Roark Customer Service at info@au.roark.com. Our business hours are Monday – Friday from 7am-5pm AEST.

    Do you ship to PO boxes?

    Yes we do.

    My order never arrived, what do I do?

    Start by checking with surrounding houses or buildings to be sure that your item was not delivered to a neighbour. If you are unable to locate it, please contact Roark Customer Service at info@au.roark.com. Our business hours are Monday – Friday from 7am-5pm AEST

    INTERNATIONAL ORDERS (NZ)

    All sales are final for international orders. We do not offer returns or exchanges. We ship to Australia and New Zealand only from our Australia warehouse, for orders outside AU / NZ please visit the ROARK international site: https://roark.com/

    Any customs related import duties and taxes are the responsibility of the customer.  These are not calculated or collected by Roark Australia.

     

    ORDERING & BILLING

    Can I use two promo codes at once?

    Only one offer may be redeemed at a time. NO TWO OFFERS OR PROMO CODES MAY BE COMBINED.

    I ordered the wrong product, can I adjust my order?

    Once an order is submitted, you cannot make changes. This includes size changes, shipping information and promotional codes. Please contact us as soon as possible so we can stop the order from shipping to you. For assistance please contact Roark Customer Service at info@au.roark.com. Our business hours are Monday – Friday from 7am-5pm AEST.

    Why do I see multiple charges on my credit card for one order?

    Upon submitting your order, you will see one pending authorisation for each attempt made to place your order. If you did not receive an order number at order completion, then you may have entered the incorrect billing address. We recommend contacting your bank to verify the billing address on your account before trying your order again. If you see multiple pending authorisations, it could be that you entered your billing information incorrectly and tried multiple times. These pending authorisations will be removed from your bank account within 3-5 business days.

    What is a pending authorisation?

    Pending authorisations are temporary holds on your credit line that guarantees available funds for the purchase costs. An authorisation is not a charge to your account. The authorisation is removed once the transaction is complete. Although pending authorisations usually last for 3 – 5 business days, the duration of these authorisations can vary. Please contact your bank for their policy regarding authorisation holds.

     

    RETURNS & REPLACEMENTS

    Returns

    ALL SALE ITEMS ARE FINAL SALE.

    Need to return an item or all of your order? No worries! We have a killer 30-day Return Policy. Just email us at info@au.roark.com letting us know your name, order number, products you'd like to return and whether you prefer an exchange or refund.. Returns will be processed within 3-5 business days of arrival, and an email confirmation will be sent.

    Can I exchange an item?

    We do not offer direct exchanges, so if you wish to exchange an item you will need to return the item for a full refund and place a new order for your replacement at au.roark.com.

    Can I return an item that I purchased at a wholesale retailer?

    Sorry, but we only accept returns on product that was purchased through au.roark.com.

    Boatman Lifetime Guarantee

    We stand behind all the products we make. Our Boatman Boardshort is warranted against defects in materials and craftsmanship for as long as you own the item and we will repair or replace the product free of charge per our standard return procedures. Our lifetime warranty does not extend to normal wear and tear, damage caused by misuse, alterations, fading, improper care, abuse or other circumstances which, in our sole discretion, violate the warranty. There is no need or requirement to register your warranty with Roark Revival. For any warranty issues, please contact info@au.roark.com, providing photos of the product.

     

    PRIVACY & SECURITY

    Is your site secure?

    Our secure servers protect your information using advanced encryption and firewall technology throughout the ordering process. Most browsers will show a lock icon in the bottom status bar on secure pages. Look for this icon on any web page that asks for your personal information. To further ensure your security, we use state of the art SSL (secure sockets layer) encryption to protect your personal information.

    Please see our Privacy Policy page.

     

    VIEWING ORDERS

    You can view your orders online and check on their status by logging into your account.

     

    WHAT IF I DO NOT RECEIVE MY ENTIRE ORDER?

    If an item that you ordered is not on the invoice that is received with your delivery, this means the item has gone out of stock. Our goal is to fill every order placed as quickly as possible. However, inventory is subject to change and any unavailable item will be canceled. We do not backorder any items and you will only be charged for the product that has been shipped to you.

     

    UPDATING ACCOUNT INFORMATION

    You can update all your account info by logging into your account

     

    GUIDEBOOK OPT OUT

    If you would like to be removed from our guidebook mailing, please contact Roark Customer Service at info@au.roark.com. Our business hours are Monday – Friday from 7am-5pm AEST.