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FAQs


Have a question for us? You’re probably not the first to ask. Check out our frequently asked questions below. Still not sure of something? Email us at hello@rec-room.com or send us a text to 720-507-9180.  

 

FIRST THING'S FIRST:  WHAT’S A PRE-ORDER?  WHY CAN’T I GET MY ORDER RIGHT AWAY?

We heard from so many of you that you wanted early access to our items before they are live for everyone else.  So, pre-order offers the chance to reserve your purchase with the understanding it will ship at a later date than when you purchase.  Payment is due at the time of purchase, and you will receive a shipping notification once the order is on its way to you.  When applicable, we note the date we expect the items to ship.  However, sometimes things happen that are beyond our control, so we cannot guarantee this timeline.  Good things are worth the wait, and we promise your hangout wear is worth it.  If you have questions or want to learn more about our timing & production, email us at hello@rec-room.com.
 

ORDERS AND SHIPPING

HOW DO I RETURN A REC ROOM ITEM?

We want you to be completely satisfied with your Rec Room purchase. Not the perfect fit? Just let us know—we’re happy to help!  We offer free shipping on all exchanges. Rec Room accepts returns of unworn/unwashed items within 30 days of your ship date.  To initiate a return, please email us at orders@rec-room.com

WHAT IS REC ROOM’S RETURN POLICY?

For an item to qualify for a return, we have outlined the important things to remember:

  • Merchandise must be returned within 30 days of ship date
  • Merchandise must not be worn, washed, or altered
  • Merchandise must be returned in original packaging
  • Returns must include the packing slip supplied during return process. Please print out and include in the return package
  • Merchandise that appears to be worn and/or washed and not in its original/sellable condition may result in a delayed exchange, or may not qualify for an exchange. In these cases, the item(s) will be returned to you
  • At this time, the following merchandise is final sale and not eligible for a refund––gift cards, gifts with purchase, and promotional items

Shipping & first time exchange is always on us.

I NEED TO EXCHANGE FOR A DIFFERENT COLOR OR SIZE…

No worries! We’re here to help.  Please send us an email to orders@rec-room.com with your order number and what you’d like to exchange for, and we will follow up with you to initiate the exchange. We’ll ship you a new item right away, assuming the item you’re looking for is in stock.

I NEED TO EXCHANGE FOR A DIFFERENT STYLE…

Great call, let's get you something that you love.  Please send us an email to orders@rec-room.com with your order number and what you’d like to exchange for, and we will follow up with you to initiate the exchange.  We will refund any difference in price to your account once the exchange is completed.  

SOMEONE WHO LOVES ME GAVE ME A REC GIFT ITEM, BUT I WANT SOMETHING DIFFERENT.  NOW WHAT?

No problem! We are happy to allow you to make gift exchange, too. Email us at orders@rec-room.com with the, zip code of where gift was shipped, along with the name of the person the order was originally shipped.  If you don’t have that information, email us anyway and we’ll track down whatever you need.

I NEED TO EDIT MY ORDER DETAILS, LIKE SHIPPING ADDRESS…

If your order or shipping address is incorrect, please contact us right away. 

BUMMER… WHAT IF I THINK I RECEIVED SOMETHING THAT IS DAMAGED?

If you receive an item that you believe is damaged or incorrect, please reach out to our team immediately by emailing hello@rec-room.com and we’ll get to the bottom of it.

WHAT IS THE SHIPPING POLICY?

Once your order is fulfilled, you will receive an email notification with your tracking information. Currently, we only ship domestically. At this time, we cannot ship internationally. 

WHAT SHIPPING PROVIDERS DO YOU USE?

Standard shipping utilizes the United States Postal Service. Ground shipping may take up to 8 business days to arrive from the day you receive your shipping confirmation.  And remember – standard shipping and exchanges are on us.

DO YOU OFFER EXPEDITED SHIPPING?

Expedited Shipping is available at checkout, at the cost noted. And, while we prioritize these orders, there still may be a processing time of up to three days before your order is shipped. 

MY ORDER ARRIVED LATER THAN I HOPED!

Ugh, we totally empathize (believe us – we love our hangout wear too), due to internal shipping issues with our carrier that are beyond our control, arrival times are not guaranteed. 

EFF! MY PACKAGE WAS LOST, STOLEN, OR DAMAGED!

Oh no! Please file a claim with the shipping carrier first, then shoot us an email to hello@rec-room.com letting us know your order number and your specific claim number. Once we receive that, we will work together to come to the best resolution.

 

BILLING & PAYMENT

WHEN WILL MY CREDIT CARD BE CHARGED?

Your credit card will be charged as soon as your order is accepted and processed.

WHAT FORMS OF PAYMENT DO YOU ACCEPT?

We accept Visa, MasterCard, American Express, JCB,  and Discover credit cards or debit cards.  We also accept other types of online payment, like Apple Pay & Amazon Pay and PayPal.  Unfortunately, we cannot accept checks or money orders.

CAN I USE MULTIPLE PROMO CODES AT CHECKOUT?

You can use one promo code per order. If you’ve encountered two valid Rec Room promo codes during your travels through the internet, choose the one you like best!

 

SIZE, FIT & CARE

WHAT SIZE SHOULD I BUY?

We try to include lots of information on the page, and our styles run true-to-size, but our silhouettes vary from slim-fitting to relaxed-fitting, so each style will have different measurements.

If you’re not quite sure which size is right for you, email us at hello@rec-room.com.  We basically live in our clothes 24/7, and have seen them on lots of bodies, so we can help with guidance. We will ask your typical size and how you like to wear your tops, bottoms, and dresses so we can suggest the best size for you!

HOW DO I CARE FOR MY REC DRESSES?

Our styles are built for all-day wear, and they’re built to last.  And while they're low maintenance, a little TLC goes a long way.  Wash clothes in cold water, as opposed to warm or hot (and always wait until you have a full load).  We prefer to use a plant-based detergent that’s good for you & the environment, but whatever you choose, lay flat to dry after.  We do not recommend ironing, bleach or dry cleaning either.  If you must iron/steam, please do it on the lowest heat setting. 

 

OTHER QUESTIONS

I WANT TO WORK AT REC ROOM!

Email us at careers@rec-room.com with your resume & a bit about yourself, and we’ll be in touch.

I WANT TO BE A REC ROOM BRAND AMBASSADOR/PARTNER!

Sweet! Email us at hello@rec-room.com and tell us a little bit about yourself.

WHO CAN I CONTACT ABOUT PRESS INQUIRES?

Please email press@rec-room.com with any press inquiries.

WHO CAN I CONTACT ABOUT WHOLESALE INQUIRIES?

We don’t sell wholesale, so we aren’t accepting these requests at this time.

HOW CAN I LEARN MORE ABOUT YOUR SUSTAINABILITY PRACTICES?

If you have questions, send them to sustainability@rec-room.com

WHAT IF I WANT TO SPEAK TO SOMEONE ABOUT SOMETHING NOT ON THIS LIST?

We love hearing from you! Email us hello@rec-room.com with any questions, concerns, or feedback. We will be sure to get back to you within 48 hours. And just like in grade school, there are no dumb questions!