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FAQs

RETURNS & CANCELLATIONS

What is your refund policy?

Our Wooden Collection

We’re here to help! Return any item within 30 days from receiving your product and receive a full refund, minus a 10% restocking fee. At this time we don’t pay return postage and cannot offer returns on individual items from a kit, but you can return the full kit!

Feel free to get in touch with customer service at customerservice@RUMEbyTHE.com

Our customer service hours are Monday-Friday, 9 am-4 pm PST 


Our RUME Products

We love our RUME products—we literally use them everyday—and want to make sure you do, too. However, at this time, all RUME sales are final. Should anything change in the future, we’ll update our policy. If you’re not satisfied with your order from RUMEbythe.com, feel free to get in touch with customer service atcustomerservice@RUMEbyTHE.com

Our customer service hours are Monday-Friday, 9 am-4 pm PST 

 

I changed my mind and would like to cancel my order - 
Fair enough! Please reach out to customerservice@RUMEbyTHE.com and we will do our best to accommodate your request, however, once your order has been packed, we can no longer cancel your order. 

Our customer service hours are Monday-Friday, 9 am-4 pm PST 

How Do I Request A Refund?
At this time, all sales are final and we cannot offer any refunds. If you’d like to discuss our refund and return policy, we’re happy to! Please send us an email at customerservice@RUMEbyTHE.com and let us know your thoughts. 

Our customer service hours are Monday-Friday, 9 am-4 pm PST 

 

When will the credit appear on my credit card?
Once you’ve mailed in your unused items, postmarked within 60 days of your original purchase, and we review your request, we’ll process your refund immediately and it should show up on your credit card within 1 business day. Since there are a few factors at play, we can’t give you an exact timeline but, one received, it’ll just be a few days on our end.

ORDER INFORMATION

When will my credit card be charged?
As soon as you place your order, your card will be processed, authorized, and charged. Once it goes through, we’ll start getting your order ready and it should ship within 48 hours. 

How will the charges appear on my credit card? 
We didn’t get too creative here: the charges will appear on your card, predictably, as “RUME.”

Do I have to pay sales tax?
Depending on your state, yes, you do have to pay all applicable and relevant sales tax.

Where can I find a copy of my order?
As soon as your order is processed, a copy of your order will be emailed directly to whatever email you used when placing your order. This will include your order number and serve as your receipt so don’t delete it!

How do I enter a shipping address?
As you check out, there will be a place for you to fill out the shipping address. Please note, if your billing address is separate from your shipping, you’ll want to make sure to enter the correct billing address and not just copy the shipping address. 

Should I put spaces or dashes in the credit card number?
No, just type all the numbers in directly, no spaces or dashes. We’ll take care of the rest. 

Why are you not accepting my credit card?
We can’t say why, either. However, we do accept all major credit cards so if you’re receiving an error message, please try another card and, if it continues, please email us so we can look into it further and sort it out for you. 

My coupon code isn't working, what should I do?

If you need us, you can contact customer service Monday-Friday, 9 am-4 pm PST at customerservice@rumebythe.com

How do I start a new order?
First, find the item you’re looking for and click through to its product page. Once there, just below the product description, you can select how many items you’d like to add to your cart. Select how many items, clickadd to cartand now you can either keep shopping or go to cart to check out.  

Do you ship to my country?
We’re working on it, but right now we’re only able to ship in the United States. Be sure to check back!

MANAGING MY ACCOUNT

Where can I find my processing or past orders?
If you created an account at checkout, you can find all the details about past and present orders under “My Account.”

Can I edit my shipping address?
Yes! As long as we haven’t already shipped your item, you can change your shipping address under “My Account” if you created an account at checkout. 

SHIPPING INQUIRIES

What type of box will my product come in? 
We’re incredibly proud to say all our packaging materials are 75% post-consumer waste recycled content. 

What address should I enter in the billing information screen? 
Be sure to use the address associated with your payment card so your order can process without a hitch. 

Has my order shipped?
It depends. Nearly all our orders ship within 48 hours of ordering, but things (like holidays and COVID-19 restrictions) can disrupt that flow. Rest assured, though, you’ll receive an email with tracking information as soon as your order leaves our hands on its way to you. 

Do you ship to my country?
We’re working on it, but right now we’re only able to ship in the United States. Be sure to check back!

How do I get my tracking information? 
Your tracking number is located on your shipping confirmation email sent to the email address you provided when placing your order. 

Can I change my shipping address? 
We will do everything we can to change any shipping addresses entered wrong. Please reach out immediately to see if we can catch your order before it’s processed— however, once you receive a shipping confirmation, we can no longer make any changes. If you need us, you can contact customer service Monday-Friday, 9 am-4 pm PST at customerservice@rumebythe.com

 

MISCELLANEOUS

Wholesale inquiries? 
Absolutely! We love getting wholesale orders and hearing you want to carry Rume. If you’re interested, please contact info@rumebythe.com

Why is your hand sanitizer not alcohol-based? 
We’re glad you asked because this is something we really care about. The short version: We prefer alcohol free as based on the research we have done we believe they are better and safer. Unfortunately, according to the FDA, a lot of alcohol-based sanitizers appear to be something they’re not and the danger in that—whether it’s the type of alcohol used or the percentage stated—is just too high for us. 

All of our non-alcohol based products use Benzalkonium Chloride (BZK), as the active ingredient to kill germs. BZK is derived from simple salts that act as a powerful antiseptic when they come in contact with microbes (aka germs). They work by disrupting the literal DNA structure of bacteria, making it difficult for it to exist, let alone thrive. 

Alcohol-based sanitizers can be flammable, dry out your hands with frequent usage, sting when applied to dry or cracked skin, and can be dangerous to children if ingested, aren’t allowed in some schools, and it’s too hard to guarantee what you’re actually getting. For us, we love that our alcohol-free hand sanitizers kill 99.9% of germs, are non-flammable, that your hands are left feeling soft because of our emollients, it doesn’t sting, protects against microbes, and can be used on children worry free. 

Can Hand Sanitizers replace hand washing?
No, hand sanitizers are never a replacement for good old-fashioned hand washing. However, they are a great complement and the perfect option when hand washing isn’t. As a rule, we recommend washing your hands as often as possible and, when you can’t, use a hand sanitizer.