ROA Order Tracking

Enter a tracking number that can be used for shipment tracking to check the logistics history of your ROA order.

About ROA

ROA is a direct-to-consumer outdoor footwear and apparel brand selling through its official e-commerce website. For order tracking, the most reliable starting point is the ROA account area or order confirmation email, because private order details are controlled by ROA, while carrier scans are controlled by the delivery network.

Field	Verified information
Official name	ROA
Official website	https://www.roa-hiking.com
Brand type	DTC outdoor footwear and apparel brand; not a public marketplace for third-party sellers on the official site.
Order tracking route	ROA account/order email first; carrier tracking or 17TRACK when a carrier tracking number is provided.
App or seller platform	A public ROA order-tracking app, seller center, or developer order API was not confirmed from official public pages.

Brand Entity & Order Ownership

Entity / order party

Role in the order

ROA official store

Sells the item and manages the official order record.

View all details for ROA official store

What it controls	Order confirmation, fulfillment handoff, customer service, returns route, and refund review under ROA policies.
What it cannot control	Every carrier scan, customs inspection, local delivery attempt, or third-party payment processor timing.
Why it matters to tracking	The official order page can confirm whether the order has shipped and whether a tracking number exists.

Buyer account

Holds the email, shipping address, and order history used to access private order details.

View all details for buyer account

What it controls	The buyer can check emails, sign in, provide evidence, and request help through official contact routes.
What it cannot control	The buyer cannot create a carrier scan, force a refund approval, or change a shipped parcel without ROA or carrier support.
Why it matters to tracking	Most tracking issues require matching the order number, email address, and shipment information.

Seller or merchant

For the official site, ROA is the seller of record unless the purchase was made from another retailer.

View all details for seller or merchant

What it controls	The merchant that took payment controls the order record, invoice, shipment release, and return eligibility.
What it cannot control	ROA may not be able to access an order placed through an independent retailer or resale marketplace.
Why it matters to tracking	If you bought ROA items elsewhere, track and request support from that retailer first.

Fulfillment party

Prepares the parcel and hands it to the carrier or delivery partner.

View all details for fulfillment party

What it controls	Packing, label creation, split shipments, and carrier handoff.
What it cannot control	Local delivery scans after the parcel is accepted by the carrier.
Why it matters to tracking	A label can exist before the carrier has physically scanned the parcel.

Carrier or last-mile carrier

Moves the parcel and publishes transport events when scans are available.

View all details for carrier or last-mile carrier

What it controls	Pickup, transit, customs-related logistics updates, delivery attempt, proof of delivery, and return-to-sender scans.
What it cannot control	ROA refund approval, product replacement, or order cancellation.
Why it matters to tracking	17TRACK can only display carrier events that are available for the tracking number.

Payment/refund channel

Processes payment authorization and refund settlement after approval.

View all details for payment/refund channel

What it controls	Card, wallet, or payment provider settlement once the merchant issues a refund.
What it cannot control	Carrier delivery or whether a return parcel is eligible for refund.
Why it matters to tracking	Return delivery and refund posting are different events and can occur on different timelines.

17TRACK relationship

Independent parcel tracking platform for available carrier tracking numbers.

View all details for 17TRACK relationship

What it controls	Tracking display, carrier auto-detection where supported, notifications, and API tracking registration.
What it cannot control	ROA orders, addresses, returns, refunds, exchanges, or customer service decisions.
Why it matters to tracking	Use 17TRACK after you have a carrier tracking number, not as a replacement for ROA account support.

Quick Answer

To track a ROA order, start with your ROA account or order email and look for shipment details, carrier name, and a tracking number. If a carrier tracking number is available, you can enter it on 17TRACK to follow supported carrier events.

If there is no tracking number, the order may still be processing, the label may not have been created, or the tracking email may not have been sent yet. 17TRACK cannot look up private ROA order details from an order number alone and cannot modify your order, change an address, issue a refund, or contact ROA for you.

Question	Direct answer
Where do I find tracking?	Check the ROA account order page and the shipment confirmation email.
Can 17TRACK track it?	Yes, when you have a usable carrier tracking number; usually not with only a ROA order number.
Who should I contact?	Contact ROA for order, return, refund, and product issues; contact the carrier for local delivery instructions when the carrier accepts the parcel.

How to Track ROA Orders

Sign in to the ROA account used at checkout, open the order list, select the order, and review shipment or order status details. If the order was split, repeat the check for each shipment because each parcel may have a different tracking number.

Tracking Path Comparison

Tracking path

Use when

Official account / Your Orders

You bought from the ROA official website with an email or account you can access.

View all details for official account tracking

Identifier needed	Account email, order number, or order history access.
What you can see	Order status, shipment status when available, and any carrier tracking information shown by ROA.
Best next step	Open the order details, check whether it is unfulfilled, partially shipped, shipped, returned, or refunded.
Important limitation	Account status is not the same as a carrier scan; a shipped label may not yet show movement.

Official order email or SMS

You checked out as a guest or do not want to sign in.

View all details for order email or SMS

Identifier needed	Order confirmation or shipping confirmation message sent to the checkout email or phone.
What you can see	Order number, shipping notification, tracking link, and sometimes item-level shipment details.
Best next step	Search your inbox for ROA, order confirmation, shipping confirmation, or the order number.
Important limitation	If the message was forwarded, the recipient may not have permission to change or return the order.

17TRACK

You have a carrier tracking number and want a neutral multi-carrier tracking view.

View all details for 17TRACK

Identifier needed	Carrier tracking number, not just ROA order number or payment reference.
What you can see	Supported carrier events, delivery attempts, transit scans, and return movement when available.
Best next step	Compare the latest 17TRACK event with the carrier website and ROA order page if a problem appears.
Important limitation	17TRACK cannot access private ROA order data or approve refunds.

Carrier website

The tracking email identifies the delivery company or final-mile carrier.

View all details for carrier website tracking

Identifier needed	Carrier tracking number and sometimes destination postcode or delivery address verification.
What you can see	Carrier-specific scans, delivery attempt notes, pickup point information, or proof of delivery where offered.
Best next step	Use carrier tools for delivery instructions, rescheduling, pickup, or local delivery questions.
Important limitation	The carrier cannot decide ROA return eligibility, replacement, or refund approval.

Retailer or marketplace message center

You bought ROA products from a retailer other than the official ROA website.

View all details for retailer or marketplace tracking

Identifier needed	The retailer order ID, marketplace order ID, seller messages, and any tracking number supplied there.
What you can see	The order record managed by the retailer, which may not be visible to ROA official customer service.
Best next step	Use the retailer's order help, seller messaging, or dispute process before contacting ROA.
Important limitation	Policies and tracking routes depend on the retailer that accepted payment.

Guest or gift order route

You are not the purchaser or you do not have a ROA account login.

View all details for guest or gift order route

Identifier needed	Order confirmation email, tracking link, purchaser-provided order number, or gift receipt if provided.
What you can see	Only the tracking information available in the message or carrier link.
Best next step	Ask the purchaser for the shipment tracking link or contact ROA with proof that you are the intended recipient.
Important limitation	Privacy rules may prevent ROA from disclosing full order or payment details to a non-purchaser.

Order Numbers, Tracking Numbers and Where to Find Them

A ROA order number identifies the purchase inside ROA or the retailer that accepted payment. A carrier tracking number identifies a parcel in a delivery network and is the number normally needed by 17TRACK.

Identifier & Tracking Number Guide

Identifier type

Where users find it

ROA order number

Order confirmation email, account order page, invoice, or receipt.

View all details for ROA order number

Looks like / example	Example only: ROA-ORDER-#### or order #12345; actual format can vary by system.
Who issues it	ROA or the retailer checkout system.
Can 17TRACK use it?	Usually no; use it with ROA support or the retailer order page.
What it can and cannot prove	It proves a purchase reference, not that a carrier has accepted a parcel.

Shipment/tracking number

Shipping confirmation email or shipment section in the order details.

View all details for shipment or tracking number

Looks like / example	Example only: 1Z #### #### #### ####, JD #########, or similar carrier-issued format.
Who issues it	The carrier, shipping platform, or fulfillment system.
Can 17TRACK use it?	Yes, when the number belongs to a supported carrier and has valid tracking data.
What it can and cannot prove	It can show parcel movement; it does not prove refund approval or product authenticity.

Carrier tracking number

Carrier link in the shipping email or the carrier website after clicking the tracking link.

View all details for carrier tracking number

Looks like / example	Carrier formats vary by country and service; use only the number shown for your shipment.
Who issues it	The transport carrier or last-mile carrier.
Can 17TRACK use it?	Usually yes if the carrier is supported and the number is not a private-only delivery reference.
What it can and cannot prove	It proves carrier data exists; it does not identify all items inside the parcel.

Return tracking number

Return label, return email, parcel drop-off receipt, or carrier receipt.

View all details for return tracking number

Looks like / example	Same type of carrier format as an outbound tracking number.
Who issues it	The return carrier or return label provider.
Can 17TRACK use it?	Yes when it is a carrier tracking number and events are available.
What it can and cannot prove	It shows return parcel movement; it cannot prove ROA has approved the refund.

Return authorization / RMA

Return portal, return confirmation email, or ROA support response if applicable.

View all details for return authorization or RMA

Looks like / example	Example only: RMA-#### or return request #12345; official format may vary.
Who issues it	ROA return system or customer service.
Can 17TRACK use it?	No, unless it also includes a carrier tracking number.
What it can and cannot prove	It identifies a return case, not parcel movement.

Retailer or marketplace order ID

Order page of the third-party retailer where the ROA item was purchased.

View all details for retailer or marketplace order ID

Looks like / example	Depends entirely on the retailer or marketplace.
Who issues it	The marketplace or retailer that processed checkout.
Can 17TRACK use it?	No, unless it reveals a separate carrier tracking number.
What it can and cannot prove	It identifies the non-ROA official purchase route; ROA may not control that order record.

Fulfillment, Sellers and Carriers

ROA carrier choice can vary by destination, service, warehouse, item, and delivery option. Do not assume the same carrier will deliver every ROA order unless the specific order page or email names that carrier.

Fulfillment & Carrier Relationship

Fulfillment model

Who ships it

ROA official website order

ROA or its fulfillment partner prepares the parcel.

View all details for ROA official website order

Typical carriers or delivery network	Carrier varies by order, region, item type, and delivery option unless named in your shipment email.
Who updates tracking	The carrier updates transport scans; ROA updates order status and shipment creation.
Who handles delivery issues	Carrier handles local delivery attempts; ROA handles order-level issues and return/refund requests.
What the customer should check first	ROA order page, shipment email, and latest carrier event.

Split shipment

One order may be fulfilled in more than one parcel if items are separated.

View all details for split shipment

Typical carriers or delivery network	Each parcel may use the same or a different carrier.
Who updates tracking	Each carrier tracking number updates separately.
Who handles delivery issues	ROA can verify whether an item was shipped separately; the carrier handles the parcel scan trail.
What the customer should check first	Compare the item list in each shipment with delivered parcels.

Third-party retailer order

The retailer that sold the ROA product ships or arranges fulfillment.

View all details for third-party retailer order

Typical carriers or delivery network	Carrier depends on that retailer's logistics network.
Who updates tracking	The retailer and carrier, not necessarily ROA official store.
Who handles delivery issues	The retailer or marketplace support channel should be contacted first.
What the customer should check first	The retailer order page, seller messages, and retailer return policy.

Return shipment

The customer ships the return using the approved route or label.

View all details for return shipment

Typical carriers or delivery network	The carrier named on the return label or selected for the approved return route.
Who updates tracking	The return carrier updates parcel movement; ROA updates return and refund status after processing.
Who handles delivery issues	The carrier handles return transit scans; ROA handles inspection and refund decision.
What the customer should check first	Drop-off receipt, return tracking, and return authorization details.

Tracking Statuses and Meanings

ROA order status, shipment status, carrier scan status, return status, and refund status are related but not interchangeable. Use the table below to decide who controls the next step.

Status Quick Lookup

Status shown

What it usually means

Pending / confirmed

ROA or the retailer has received the order, but shipment may not have started.

View all details for pending or confirmed

Lifecycle stage	Order creation and payment confirmation.
Who is responsible now	ROA or the selling retailer.
What happens next	Items are prepared or the order is cancelled if it cannot be fulfilled.
What the customer should do	Check email confirmation and verify shipping address before dispatch if support allows changes.

Processing / preparing shipment

The order is being prepared; a carrier scan may not exist yet.

View all details for processing or preparing shipment

Lifecycle stage	Warehouse or fulfillment preparation.
Who is responsible now	ROA fulfillment or the retailer fulfillment team.
What happens next	A shipping label may be created and handed to the carrier.
What the customer should do	Wait for the shipping email unless the order is beyond the published support guidance for your order.

Shipped / label created

A shipment exists, but carrier movement may begin only after physical acceptance.

View all details for shipped or label created

Lifecycle stage	Carrier handoff or pre-transit.
Who is responsible now	ROA until carrier acceptance; carrier after acceptance scan.
What happens next	First carrier scan should appear when the parcel enters the network.
What the customer should do	Try the number on 17TRACK and the carrier website, then recheck after normal carrier data refresh.

In transit / customs

The parcel is moving between facilities or being processed by cross-border authorities.

View all details for in transit or customs

Lifecycle stage	Main transport, cross-border movement, or clearance.
Who is responsible now	Carrier, customs authority, or last-mile partner depending on the latest scan.
What happens next	The parcel moves to destination sorting or may require additional clearance action.
What the customer should do	Monitor latest event and respond promptly if the carrier requests address, tax, or clearance information.

Out for delivery / delivery attempted

The last-mile carrier is trying to deliver or has tried but could not complete delivery.

View all details for out for delivery or attempted delivery

Lifecycle stage	Final-mile delivery.
Who is responsible now	Last-mile carrier.
What happens next	Delivery, pickup instruction, redelivery, or return-to-sender depending on carrier rules.
What the customer should do	Check carrier delivery options, building access, phone number, and pickup notice.

Delivered

The carrier reports delivery, but this does not automatically resolve disputes or refunds.

View all details for delivered

Lifecycle stage	Delivery completion or delivery scan conflict.
Who is responsible now	Carrier for proof of delivery; ROA or retailer for order-resolution review.
What happens next	The customer checks actual receipt and reports non-receipt if needed.
What the customer should do	Check mailbox, reception, neighbors, safe places, proof of delivery, then contact the seller with evidence.

Return / refund

A return parcel or refund case exists, but refund approval is separate from parcel tracking.

View all details for return or refund

Lifecycle stage	After-sales, return transit, inspection, or payment refund.
Who is responsible now	Carrier for return movement; ROA or retailer for inspection and refund decision; payment provider for posting.
What happens next	Return is received and reviewed before refund settlement if approved.
What the customer should do	Keep return label, drop-off receipt, tracking number, and case ID.

Delivery Time and Delay Factors

Use the delivery estimate shown at checkout, in the ROA order email, or by the named carrier. Avoid treating a delivery estimate as a guarantee unless the official checkout terms for that order say so.

Delivery Time & Delay Factors

Scenario/service

Typical timing source

Domestic delivery

Checkout estimate, ROA shipping information, shipment email, and carrier tracking.

View all details for domestic delivery

What can delay it	Processing backlog, address issue, carrier capacity, failed delivery, or local holiday.
When tracking may update	After label creation, carrier pickup, sorting, and final-mile scans.
Who to contact first	Carrier for local delivery attempts; ROA for unshipped or order-level problems.
Important caveat	Do not assume the same timing for every region or product.

Cross-border delivery

Checkout/shipping page plus carrier events and any customs notices.

View all details for cross-border delivery

What can delay it	Export processing, customs inspection, duties/taxes, incomplete recipient information, or last-mile handoff.
When tracking may update	Updates can pause between export, import, and final-mile carrier acceptance.
Who to contact first	Carrier or customs broker if they request documents; ROA if shipment information is missing.
Important caveat	Customs and tax obligations depend on destination rules and checkout terms.

Pre-order, out-of-stock, or special release

Product page notice, order email, and ROA support guidance.

View all details for pre-order or special release

What can delay it	Stock allocation, launch volume, payment review, or warehouse preparation.
When tracking may update	Only after the item is actually prepared for shipment.
Who to contact first	ROA or the selling retailer.
Important caveat	A confirmed order does not always mean the item has left the warehouse.

Split shipment

Order details and each parcel's tracking page.

View all details for split shipment timing

What can delay it	Items ship from different stock locations or one parcel receives carrier scans later.
When tracking may update	Independently for each tracking number.
Who to contact first	ROA to verify item allocation; carrier for a specific parcel's delivery issue.
Important caveat	One delivered parcel does not prove every item in the order was delivered.

Peak season or holiday

Carrier alerts, ROA shipment messages, and local delivery notices.

View all details for peak season or holiday

What can delay it	High parcel volume, weather disruption, customs backlog, or carrier service suspension.
When tracking may update	Scans can batch after facilities process backlog.
Who to contact first	Carrier if the parcel is already in transit; ROA if no shipment exists.
Important caveat	Estimated delivery can move during carrier disruptions.

Common Problems and Next Steps

Pro Tip: For “Delivered but not received,” check hidden delivery locations, building reception, neighbors, delivery photo or proof of delivery, and the carrier event history before opening a case with ROA or the selling retailer.

Problem & Next Step

Problem shown

Check first

No tracking number

Order email, spam folder, account order page, and whether the order is still processing.

View all details for no tracking number

Likely cause	The order has not shipped, the label is not created, or the email has not arrived.
Immediate action	Wait for the shipping confirmation or contact ROA with your order number if the order appears overdue.
When to escalate	Escalate when official order status has not changed beyond the guidance shown for your order.
Who to contact	ROA or the retailer that accepted payment.

Tracking number not working

Confirm you copied the carrier tracking number, not the ROA order number.

View all details for tracking number not working

Likely cause	Label is new, wrong number copied, carrier not selected, or carrier has not published the first scan.
Immediate action	Try the number on the carrier website and 17TRACK after checking for spaces or missing characters.
When to escalate	Escalate if the shipping email is old enough that a first scan should reasonably exist.
Who to contact	ROA if shipment details look wrong; carrier if the number is recognized but delivery is blocked.

Order says shipped but no scans

Whether status means label created or carrier accepted.

View all details for shipped but no scans

Likely cause	Pre-transit label, delayed carrier pickup, or scan not yet synchronized.
Immediate action	Check again later and compare ROA order status with the carrier page.
When to escalate	Escalate if no carrier acceptance appears after the normal processing window for your shipment.
Who to contact	ROA first if the carrier has never accepted the parcel.

Package stuck

Latest scan location, customs note, carrier alert, and estimated delivery update.

View all details for package stuck

Likely cause	Facility backlog, linehaul transit without scans, customs processing, or last-mile handoff delay.
Immediate action	Use carrier tracking for detailed service alerts and keep the latest event screenshot.
When to escalate	Escalate after the carrier indicates an exception or the delivery estimate is missed without update.
Who to contact	Carrier for transit exception; ROA if the carrier asks the shipper to open an inquiry.

Delivery attempted

Carrier notice, pickup point, address access, and redelivery options.

View all details for delivery attempted

Likely cause	No one available, restricted access, missing buzzer, unpaid import charge, or local pickup required.
Immediate action	Use carrier tools to schedule redelivery or collect the parcel if offered.
When to escalate	Escalate before the carrier returns the parcel to sender.
Who to contact	Carrier first; ROA if the parcel is returned or delivery cannot be resolved.

Address problem

Shipping address in the order confirmation and carrier exception text.

View all details for address problem

Likely cause	Incomplete address, postcode mismatch, missing apartment number, or carrier cannot access delivery point.
Immediate action	Contact the carrier if in transit; contact ROA only if the order has not shipped or carrier requests shipper action.
When to escalate	Escalate immediately if the carrier says return-to-sender is pending.
Who to contact	Carrier for in-transit correction options; ROA for order-level review.

Customs hold

Carrier customs message, import tax notice, and recipient document request.

View all details for customs hold

Likely cause	Import inspection, unpaid duties/taxes, missing recipient details, or customs backlog.
Immediate action	Follow the carrier or customs broker instructions and keep receipts for any payments.
When to escalate	Escalate if documents are requested from the shipper or the hold repeats without explanation.
Who to contact	Carrier/broker first, then ROA if shipper documents are required.

Delivered but not received

Delivery location, household, front desk, neighbors, proof of delivery, and carrier scan time.

View all details for delivered but not received

Likely cause	Safe-place delivery, reception hold, neighbor receipt, wrong scan, theft, or delivery address mismatch.
Immediate action	Check nearby locations and proof of delivery, then contact carrier and ROA or retailer with evidence.
When to escalate	Escalate quickly if proof of delivery conflicts with your address or signature.
Who to contact	Carrier for proof of delivery; ROA or retailer for order resolution. No refund is guaranteed by the scan alone.

Split shipment missing item

Item list in each shipment and whether another parcel is still in transit.

View all details for split shipment missing item

Likely cause	Partial fulfillment, second parcel delayed, packing error, or item cancellation.
Immediate action	Match delivered items against packing slip and order shipment list.
When to escalate	Escalate if all parcels show delivered but an item is missing.
Who to contact	ROA or the selling retailer with photos and parcel labels.

Seller did not ship

Whether purchase was from ROA official site or a third-party retailer.

View all details for seller did not ship

Likely cause	Stock issue, retailer delay, payment review, or seller non-fulfillment.
Immediate action	Contact the merchant that accepted payment.
When to escalate	Escalate through the retailer or payment channel if the seller remains unresponsive.
Who to contact	ROA for official site orders; retailer/marketplace for third-party purchases.

Wrong item

Product labels, packing slip, order confirmation, and photos of what arrived.

View all details for wrong item

Likely cause	Packing error, wrong size/color selection, or retailer listing mismatch.
Immediate action	Do not discard packaging; take clear photos and contact the seller.
When to escalate	Escalate if return or exchange instructions are not provided.
Who to contact	ROA or the retailer that shipped the order.

Lost or damaged package

Carrier exception, damaged packaging photos, and delivery proof.

View all details for lost or damaged package

Likely cause	Carrier loss, transit damage, delivery scan conflict, or handling issue.
Immediate action	Save packaging and photos; contact ROA or retailer and follow carrier claim instructions if requested.
When to escalate	Escalate when the carrier confirms loss/damage or asks the shipper to file a claim.
Who to contact	ROA or retailer for order remedy; carrier for scan evidence and claim process.

Return not updating

Drop-off receipt, return label number, and carrier acceptance scan.

View all details for return not updating

Likely cause	Return parcel not scanned, delayed carrier transfer, or wrong return number used.
Immediate action	Track the return carrier number on 17TRACK and keep the drop-off receipt.
When to escalate	Escalate if no acceptance scan appears after drop-off or the return is overdue.
Who to contact	Return carrier for movement; ROA or retailer for return case status.

Refund pending

Return received status, inspection status, refund confirmation, and payment method.

View all details for refund pending

Likely cause	Return not received, inspection not complete, refund not approved, or payment provider posting delay.
Immediate action	Compare return tracking with return case status and keep all refund emails.
When to escalate	Escalate if the return is delivered but no return-case update appears after the official review guidance.
Who to contact	ROA or retailer for approval; payment provider for posting after refund confirmation.

Returns, Exchanges and Refunds

Start returns and exchanges through the official ROA return instructions or the retailer that sold the item. A return tracking number shows the return parcel movement; refund status depends on return receipt, inspection, approval, and payment settlement.

Returns & Refunds

Scenario

Where to start

Return request

ROA return instructions or official support route for official-site orders.

View all details for return request

Who can start it	The purchaser or authorized account holder.
Identifier needed	Order number, email, item details, and reason for return.
Return shipping/tracking	Use the label or carrier route approved for that return.
Refund timing dependency	Depends on return delivery, inspection, approval, and payment posting.
Important limitation	Eligibility depends on ROA policy and item condition; 17TRACK cannot authorize a return.

Exchange

ROA support or return process if exchanges are offered for the order.

View all details for exchange

Who can start it	The purchaser or authorized account holder.
Identifier needed	Order number, item SKU/size, requested replacement, and return authorization if issued.
Return shipping/tracking	Track the return parcel and any replacement parcel separately.
Refund timing dependency	Exchange processing depends on stock and return receipt.
Important limitation	If exchange is unavailable, the available remedy may be return and repurchase.

Cancel order

ROA support as soon as possible before dispatch.

View all details for cancel order

Who can start it	The purchaser or account holder.
Identifier needed	Order number and account email.
Return shipping/tracking	If already shipped, cancellation may no longer be possible and return rules may apply.
Refund timing dependency	Depends on whether payment was captured and whether the order shipped.
Important limitation	17TRACK cannot cancel shipments or stop delivery.

Return tracking

Carrier site or 17TRACK using the return carrier tracking number.

View all details for return tracking

Who can start it	Anyone with the return tracking number can view public carrier events.
Identifier needed	Return carrier tracking number, not only RMA or order number.
Return shipping/tracking	Keep drop-off receipt until the return is processed.
Refund timing dependency	Delivery to return address does not equal refund approval.
Important limitation	17TRACK cannot inspect the returned item or confirm refund eligibility.

Gift return

Ask the purchaser for order details or follow gift receipt instructions if provided.

View all details for gift return

Who can start it	Usually the purchaser; recipients may be limited by privacy and payment rules.
Identifier needed	Gift receipt, order number, purchaser email, or support-approved proof.
Return shipping/tracking	Use the approved label and keep tracking evidence.
Refund timing dependency	Refund may return to original payment method unless ROA offers another route for that case.
Important limitation	ROA may not disclose payment details to the gift recipient.

Third-party retailer return

The retailer or marketplace where the ROA item was purchased.

View all details for third-party retailer return

Who can start it	The purchaser in that retailer account.
Identifier needed	Retailer order ID, seller messages, receipt, and retailer return label.
Return shipping/tracking	Use the retailer's return label and tracking route.
Refund timing dependency	Depends on the retailer's return inspection and payment process.
Important limitation	ROA official support may not control the retailer's refund decision.

Customer Service and Escalation

Prepare order number, tracking number, account email, shipping address, latest carrier event, photos, invoice, return label, and refund case ID before contacting support. Do not share full payment card numbers in ordinary support messages.

Customer Service

Channel

Best for

ROA account/order page

Checking official order status and shipment information.

View all details for ROA account/order page

Where to access	ROA account area
Information to prepare	Account email, order number, and shipment email.
Who should use it	Purchasers who bought on the official ROA website.
Important limitation	Guest or gift recipients may need the original order email or purchaser help.

ROA contact page

Order issues, return questions, missing item reports, and product support for official-site purchases.

View all details for ROA contact page

Where to access	ROA Contact
Information to prepare	Order number, tracking number, photos, delivery proof, and return documents.
Who should use it	Official-site buyers who need order-level resolution.
Important limitation	Do not expect the contact page to provide instant carrier scans or payment settlement updates.

Carrier support

Delivery attempt, pickup point, proof of delivery, damaged parcel evidence, or local address access.

View all details for carrier support

Where to access	The official website of the carrier named in the ROA shipping email or tracking link.
Information to prepare	Carrier tracking number, destination address, recipient name, and delivery notice.
Who should use it	Recipients whose parcel is already accepted by the carrier.
Important limitation	Carrier support cannot approve ROA refunds or exchanges.

Retailer or marketplace support

ROA products purchased outside the official ROA website.

View all details for retailer or marketplace support

Where to access	The order help, seller message, or dispute page of the retailer that accepted payment.
Information to prepare	Retailer order ID, seller name, invoice, tracking number, and message history.
Who should use it	Buyers who purchased from department stores, boutiques, marketplaces, or resale platforms.
Important limitation	ROA official store may not be able to change another retailer's order or refund.

17TRACK support/documentation

Understanding tracking display or integrating carrier tracking via 17TRACK API.

View all details for 17TRACK support or documentation

Where to access	17TRACK API documentation
Information to prepare	Carrier tracking number and carrier information if known.
Who should use it	Buyers tracking a parcel or merchants building tracking workflows.
Important limitation	17TRACK is independent and cannot access ROA private order records.

Seller, Marketplace and Buyer Responsibility

The official ROA website is not confirmed as a public marketplace with third-party sellers. This module applies when a ROA product is purchased through another retailer or marketplace, where that seller controls the order record.

Marketplace Responsibility

Issue

Buyer action

Seller has not shipped

Use the retailer order page or marketplace message center to ask for fulfillment status.

View all details for seller has not shipped

Platform role	Provides order record, seller contact, and dispute route if available.
Seller role	Confirms stock, dispatch, and tracking number.
Carrier role	No role until a parcel is actually handed over.
Evidence to keep	Order ID, seller messages, promised ship date, and payment receipt.

Wrong tracking provided

Ask seller to verify carrier, destination, and tracking number; escalate through marketplace if unresolved.

View all details for wrong tracking provided

Platform role	May review seller compliance and order protection rules.
Seller role	Must supply accurate shipment evidence.
Carrier role	Confirms scans for the number actually issued.
Evidence to keep	Tracking screenshots, delivery city mismatch, seller replies, and order page.

Item not received

Check carrier proof of delivery, then open a retailer or marketplace case if needed.

View all details for item not received

Platform role	May handle buyer protection or dispute review under its own rules.
Seller role	Provides shipment proof or remedy if required.
Carrier role	Provides delivery scan and proof of delivery when available.
Evidence to keep	Proof of delivery, address evidence, photos, and messages.

Return dispute

Follow the retailer's return process and upload return tracking plus condition photos.

View all details for return dispute

Platform role	Reviews eligibility and seller response if the marketplace offers disputes.
Seller role	Inspects returned goods and communicates refund decision under marketplace policy.
Carrier role	Shows return delivery or exception events.
Evidence to keep	Return label, drop-off receipt, photos, and return case number.

Brand App, Notifications and Delivery Options

A public ROA shopping app, map tracking feature, locker network, or branded delivery instruction tool was not confirmed from official public pages. Available notifications and delivery options usually come from order email, ROA account status, and the carrier named for the shipment.

App, Notifications and Delivery Options

Feature

Use case

Order email notifications

Receive confirmation and shipping information for official-site orders.

View all details for order email notifications

Where to enable	Use a valid email at checkout and check inbox/spam filters.
When it appears	After order confirmation and when shipment information is generated.
What it can change	It helps you find the order number and tracking link.
Limitations	Email receipt does not prove carrier acceptance.

Carrier delivery options

Reschedule, pickup, delivery instruction, or proof of delivery where the carrier offers it.

View all details for carrier delivery options

Where to enable	The carrier website or app named in the tracking link.
When it appears	After the carrier recognizes the parcel and allows recipient actions.
What it can change	Depending on carrier rules, it may change delivery instruction, pickup, or redelivery.
Limitations	Some changes require shipper permission or destination verification.

17TRACK notifications

Follow tracking events when you already have a carrier tracking number.

View all details for 17TRACK notifications

Where to enable	17TRACK tracking tools or API workflows.
When it appears	After tracking registration and when carrier events are available.
What it can change	It can help centralize tracking visibility.
Limitations	It cannot change ROA delivery instructions, order status, or refund status.

Business, Seller or Developer API

Current public official ROA order tracking API documentation was not confirmed. Businesses that need parcel tracking automation should use carrier tracking numbers and a tracking API such as 17TRACK; do not send ROA order numbers as if they were carrier tracking numbers.

Developer/API Comparison

Option

Primary use

ROA official order tracking API

Current public official order tracking API not confirmed.

View all details for ROA official order tracking API

Provider	ROA, if privately available to approved partners.
Order/tracking coverage	Not publicly documented for general use.
Authentication/access	Not confirmed from public official documentation.
Webhook/batch capability	Not confirmed.
Current documentation	No public ROA developer order API page confirmed.
Important limitation	Do not build workflows based on guessed endpoints or private storefront behavior.

17TRACK Tracking API

View all details for 17TRACK Tracking API

Provider	17TRACK
Order/tracking coverage	Carrier tracking events for submitted tracking numbers, not private ROA order records.
Authentication/access	API key in the 17token header.
Webhook/batch capability	See current 17TRACK API documentation for supported registration and notification workflows.
Current documentation	17TRACK API Documentation
Important limitation	The API example below uses TRACKING_NUMBER, not ROA order number, payment ID, or invoice number.

FAQ

1. How do I track my ROA order?

Sign in to your ROA account or open your order email, then use the shipment tracking number on the carrier website or 17TRACK when carrier tracking is available.

2. Where is my ROA tracking number?

Your tracking number is usually in the ROA shipping confirmation email or shipment section of the order details. If you only see an order number, wait for shipment details or contact ROA with the order reference.

3. Can I track a ROA order number on 17TRACK?

Usually no; 17TRACK needs a carrier tracking number. A ROA order number identifies the purchase in the ROA system but may not identify a parcel in a carrier network.

4. What should I do if my ROA order shipped but has no tracking scans?

Check whether the status means label created rather than carrier accepted. If no scan appears after a reasonable carrier pickup period, contact ROA with the order number and shipment email.

5. Why is my ROA tracking number not updating?

Tracking can pause during label creation, warehouse handoff, long-distance transit, customs, or last-mile transfer. Compare 17TRACK with the named carrier page and keep the latest event screenshot.

6. How long does ROA delivery take?

Use the estimate shown at checkout, in your ROA order email, or by the named carrier. Timing can vary by destination, stock status, customs, and carrier conditions.

7. What if ROA tracking says delivered but I did not receive it?

Check safe places, mailbox, building reception, neighbors, delivery photo, and carrier proof of delivery first. Then contact the carrier for delivery evidence and ROA or the seller for order resolution.

8. Can I track a ROA return on 17TRACK?

Yes, if your return label or drop-off receipt includes a carrier tracking number. Return tracking shows parcel movement, not refund approval.

9. Where can I check my ROA refund status?

Check ROA return emails, your order page, or ROA support. Refund status depends on return receipt, inspection, approval, and payment provider posting.

10. How do I contact ROA about an order?

Use the official ROA contact route or account/order page and include your order number, tracking number, email, latest carrier event, and photos if there is damage or a missing item.

11. Is ROA a marketplace with third-party sellers?

The official ROA website is not confirmed as a public third-party marketplace. If you bought ROA products from another retailer, that retailer controls the order record, tracking updates, return route, and refund case.

12. Why might one ROA order have more than one tracking number?

A single order can be split into separate parcels when items ship separately or at different times. Track each carrier tracking number and match each delivered parcel against the item list.

13. Can ROA or 17TRACK change my delivery address after shipment?

17TRACK cannot change a ROA delivery address. After shipment, address changes depend on the carrier and shipper rules; contact the carrier for in-transit options and ROA if shipper approval is required.

14. What if my ROA parcel is held by customs?

Follow the carrier or customs broker instructions for documents, duties, or taxes. Contact ROA only if the carrier says shipper documents or correction are required.

15. Does ROA provide a public tracking API?

A public official ROA order tracking API was not confirmed. Merchants can use the 17TRACK API with carrier tracking numbers, but not with ROA order numbers alone.

16. What evidence should I keep for a ROA delivery dispute?

Keep the ROA order number, carrier tracking number, proof of delivery, screenshots, delivery photos, packaging photos, return label, and all support messages. This evidence helps separate carrier facts from order-resolution decisions.

Tracking API

Use the 17TRACK API with a carrier tracking number from the ROA shipment email or carrier page. Do not submit a ROA order number, payment number, invoice number, return authorization, or internal retailer ID as the tracking number unless it is also the carrier tracking number.

POST https://api.17track.net/track/v2.4/register

Headers:
17token: YourKey
Content-Type: application/json

Body:
[
  {
    "number": "TRACKING_NUMBER"
  }
]

Important:
Use the carrier tracking number from the ROA shipment email or carrier page.
Do not use a ROA order number, invoice number, payment reference, or return authorization unless it is also the carrier tracking number.