Customer Order Frequently Asked Questions

U.S., Puerto Rico, and the US Virgin Islands – Orders placed via the Roku.com website and local retailers.

• Unfortunately, Roku.com does not ship to countries outside the U.S. at this time.
• Roku Home Monitoring System is available only within the U.S. (all 50 states, but not U.S. territories).

International – Products are available through local retailers in the following countries:

• North America - Canada
• Europe - France, Germany, and the United Kingdom
• Latin America - Argentina, Brazil, Chile, Colombia, Costa Rica, El Salvador, Guatemala, Honduras, Mexico, Nicaragua, Panama, and Peru

Depending on the shipping method selected at checkout, delivery times may vary. Orders will be shipped within 24 hours (excluding holidays) for orders placed Sunday – Friday noon ET. Orders placed between Friday noon ET and Saturday anytime will be shipped on Monday. Orders will be delivered Monday through Saturday. Allow 1-3 business days for delivery after package is shipped. All dates estimated and exclude federal holidays.

Here is an overview based on shipping methods:

Ground shipping
Ground shipping takes 1-3 business days depending on your zip code and is available for residential and business addresses, including PO boxes and A.P.O./F.P.O. addresses. Orders will be shipped within 24 hours (excluding holidays) for orders placed Sunday – Friday noon ET. Orders placed between Friday noon ET and Saturday anytime will be shipped on Monday. Orders will be delivered Monday through Saturday. Please note that an extra day is needed for shipments to AK, HI, PR, and VI.

2-day shipping
2-day shipping is valid only on orders made Monday through Friday (excluding holidays) to residential and business addresses. We do not deliver to PO boxes. Allow 1 business day for processing. Allow an extra day for shipments to AK and HI. Shipments to PR and VI will take 3-5 business days.

Overnight shipping
Overnight shipping is valid only on orders made Monday through Friday (excluding holidays) and will be delivered to residential or business addresses the following business day. We do not deliver to PO boxes. Allow 1 business day for processing. Allow an extra business day for shipments to AK and HI. Shipments to PR and VI will take 2-3 business days.

Tracking information will be emailed to you as soon as your order ships. You will receive an estimated delivery date based on information pertaining to your order.

We process and ship your order as quickly as possible. Please note, we are unable to change the delivery address on your order once placed. If you are unable to receive your order due to an incorrect or invalid address, please visit Roku Support.

You can track your order status by visiting Roku purchase history.

To get help with an existing order, please visit Roku Support.

Once an order is placed, we are unable to be cancel it. Instead, once you receive the order you may return it to Roku for a refund. To start your return, please visit How to return or replace your Roku device.

For products purchased from the Roku.com website (www.roku.com) there is a 30-day money-back guarantee from the date your order ships and your payment method is charged. That means if for any reason you wish to return a Roku device purchased directly from the Roku website within thirty (30) days from the date your order ships, we will refund the purchase price of your Roku device and accessories. You will be responsible for the return shipping charges for players and accessories. When returning a product to Roku, it is your responsibility to pay for return shipping.

Roku's return policy only applies to items purchased directly from the Roku website. If you purchased your Roku device from a different retailer, refer to the return policy of that retailer.

Before returning any product to Roku, be sure you factory reset your Roku device to remove any personal information.

You must return the product in the original packaging and include all items such as remote, cables, power cord, etc. Damaged products received without original packaging or missing parts may be subject to denial of the return request. Items purchased as part of a bundle must be returned as a bundle. We do not offer partial refunds on bundles or multi-packs.

To return your order, please visit How to return or replace your Roku device.

Refunds can take anywhere from 7-14 days to be credited back to the original payment method from the date received at the warehouse.

If you need help placing an order on roku.com, please visit Roku Support.