Policies & Terms

Welcome to ROAM. We’re so glad you’re here. We want shopping with us to feel simple, thoughtful, and enjoyable. The policies below outline the terms for purchases made through our website and in-store.

By placing an order with ROAM, you agree to the policies and terms outlined below.

Returns & Exchanges

We want you to love what you bring home from ROAM. If something isn’t quite right, we accept returns and exchanges within 14 days of purchase.

Eligible items must be:

In original, unworn and unused condition
Free from stains, odors, damage, or signs of wear
Returned with original tags attached, when applicable
Accompanied by a receipt or proof of purchase

For eligible returns, we offer store credit or an exchange. We do not offer refunds for standard returns.

Store credit will be issued to the customer for the value of the returned merchandise and may be used toward a future ROAM purchase.

Damaged or Defective Items

If an item arrives damaged, defective, or has a manufacturing issue, please contact us within 7 days of receiving your order or as soon as possible for in-store purchases.

If the issue is determined to be a defect or an error on our part, we will work with you to make it right. Depending on the circumstances, this may include a replacement, exchange, store credit, or refund to the original form of payment.

For damaged or defective items purchased online, please contact us before sending the item back so we can provide the appropriate next steps.

Final Sale

The following items are final sale and are not eligible for return or exchange:

Seasonal sale items
Clearance or marked-down items
Made-to-order items
Custom or personalized items
Any item specifically identified as final sale at the time of purchase

Because made-to-order and custom items are created specifically for you, please carefully review your selected size, color, design, spelling, personalization, and other details before placing your order.

Gift Purchases & Gift Receipts

Gift purchases are subject to the same 14-day return and exchange period.

If a gift receipt is provided, the recipient may be eligible for an exchange or store credit in accordance with our return policy. Refunds are not issued to gift recipients.

Shipping & In-Store Pickup

We’re happy to get your ROAM finds to you, wherever you roam.

Shipping

Eligible items are available for shipping within the United States.
Orders are processed and shipped within 48 business hours of purchase. Orders placed on weekends or holidays will begin processing on the next business day.
Shipping costs are calculated at checkout based on your order and shipping destination. Available shipping options and rates will be displayed before you complete your purchase.
Once your order has shipped, you will receive tracking information when available.
Please make sure your shipping address is correct before completing your purchase. ROAM is not responsible for packages sent to an incorrect or incomplete address provided at checkout.
While we do our best to ensure your order arrives promptly, ROAM is not responsible for delays caused by the shipping carrier, weather, holidays, or circumstances outside of our control.

In-Store Pickup

Prefer to pick up your order? Select In-Store Pickup at checkout for no additional charge.

Your order will be prepared and held for pickup at:
- ROAM

20 West Main Street

Lancaster, NY 14086

We will notify you when your order is ready for pickup. Please wait for your order-ready notification before coming in.
When picking up your order, please have your order confirmation available.

Returns by Mail

Eligible online purchases may be returned by mail in accordance with our Returns & Exchanges Policy.
Please contact ROAM before mailing a return so we can provide the appropriate return instructions.
Customers are responsible for the cost of return shipping unless the item is damaged, defective, or was sent incorrectly by ROAM.
Original shipping charges are non-refundable. For an eligible return, ROAM will provide a coupon code for free shipping on your next online order as a courtesy.
For damaged, defective, or incorrect orders, please contact us before sending the item back so we can provide the appropriate next steps.

Product Information

We do our best to ensure that all product descriptions, photographs, colors, sizing, materials, and other information accurately reflect the products we carry.

Please note that product images may vary slightly from the actual product. Colors and patterns may appear differently depending on lighting, photography, and your device or screen settings. Minor variations in color, texture, or other details may also occur.

Sizing and fit may vary between brands and individual products. We encourage customers to review the sizing information provided on each product page when available.

Product information, pricing, and availability may be updated or corrected as needed.

If you have any questions about a product before purchasing, we’re always happy to help.

Custom & Made-to-Order Items

Some ROAM pieces are made especially for you. This includes custom shirts, personalized items, and other products made or prepared to order.

Because these items are created specifically for your order, all custom and made-to-order items are final sale and cannot be returned or exchanged.

Please carefully review your selections before placing your order, including size, color, design, personalization, spelling, and any other details provided at checkout.

If ROAM makes an error on your custom or made-to-order item, please contact us and we’ll be happy to make it right.

Custom and made-to-order items may require additional processing time. Any applicable processing or estimated completion time will be communicated at the time of purchase.

Contact Us

Have a question or need a little help? We’re always happy to help.

For additional questions or inquiries, please reach out to us at roamonwestmain@gmail.com.

We’ll do our best to respond within 48 business hours.