FAQ

What is Roo & Thread?

Roo & Thread is an independent online retailer and curator focused on baby and kids clothing, gifts, natural fibers, thoughtful design, and pieces that work together across childhood.

Do you make the products yourselves?

No, unless a product page specifically states otherwise. Roo & Thread is the retailer and curator. Some products are sourced and fulfilled by third-party brand suppliers through Shopify Collective. Product-specific brand, material, and care information is provided on each product listing when available.

Who handles my order and customer service?

Roo & Thread is the customer-facing retailer for purchases made on rooandthread.com. Contact us directly with questions about an order, shipping, returns, or a product, even when a third-party supplier fulfills the shipment.

What materials do you carry?

Our current assortment is especially focused on organic cotton, natural cotton, and cotton muslin. We prioritize clear product-specific fiber information so you can review the declared material composition before ordering. See Our Materials for more information.

How does shipping work?

Select products are shipped directly by third-party brand suppliers. Please allow 1–5 business days for processing unless a product page or checkout states otherwise. U.S. delivery is generally expected within 3–10 business days after shipment. International transit, where available, generally takes 10–25 business days after shipment. See our Shipping page for complete details.

Will I receive tracking?

When tracking is available, it will be sent using the contact information provided with your order. Items fulfilled by different suppliers may arrive separately and have separate tracking.

Can I change or cancel an order?

Contact us as soon as possible if you need to change or cancel an order. Because fulfillment can begin quickly, we cannot guarantee a change or cancellation once fulfillment has started.

How do returns work?

Roo & Thread accepts eligible return requests submitted within 7 calendar days of confirmed delivery. Contact us before mailing anything back so we can provide the correct instructions and return destination. See our Returns page and Refund Policy for eligibility, return shipping, and refund timing.