roverlund.com Reviews 4

I’ve been using a Roverlund carrier for about a year and it’s easily one of the best pet products I’ve bought. It’s stylish, well-built, and has held up to a lot of real-world use carrying my dog around the city.

Recently I reached out to their team with a question about my bag and was genuinely impressed by how thoughtful and responsive they were. Their customer service was fast, kind, and handled the situation in a way that left me feeling extremely well taken care of.

In a time when so many companies hide behind policies and automated responses, it was refreshing to deal with a team that clearly values their customers and stands behind their brand.

Great product. Even better people behind it.

Highly recommended.

It's a scam dropshipping company. I'm waiting weeks for a return to get sent back to my bank account. I spent 200 bucks on a dog backpack that's smaller than the photos advertised.

Not worth it, 4 emails sent over 2 weeks. No response ,Just want to save everyone some pain. They have zero customer service.

I would NOT suggest this company unless you are 100% sure you will keep the products and that they will work for your pets. The product itself is quality, but did not fit my dogs and it was a nightmare dealing with this company.

I purchased these two dog backpacks from ROVERLUND on 12/29/2024 for around $230.
I put my dogs into the backpacks and walked around the house to see if they fit, as there is a 30 day return policy if the bags are unused.

The dogs did not fit. Totally fine, I submitted a return on 1/18/25, after the holidays. Shipped it out that day and it was delivered 1/27/25. I already knew I’d receive less money back because of the shipping cost for the return.

From the Returns page of their website:

“Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We endeavor to process returns within 4-6 business days.
We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment.”

My return was shipped on 1/18 and then delivered 1/27. I heard NOTHING despite their policies saying that they will notify us when they receive it and then notify us again if it is rejected or approved. Instead, they did nothing and then just closed my return so I could not access the status of it from the return page anymore.
Again, all without notification.

Sent an email Feb 8, 2025 and did not hear anything, since it said I would hear back in 1-2 business days. Sent another email to follow up Feb 12, 2025. They finally responded Feb 13, 2025 with -

“We hope this note finds you well. 

We received your returned item; however, the item is covered in significant dog hair and has heavy pet odor.

Please see attached for photos.

We are not able to approve your return request and cancelled it. 

Per our return policy, we are not able to refund/return items to customers that are already used.”

This is totally crazy. It felt like they were falsifying this. I purchase plenty of things online and have never had an issue like this before.

Another portion on their returns page of their website says:

“To be eligible for a return or exchange, your item must be unused and in the same condition that you received it. If your return is deemed damaged during inspection and is unable to be returned to stock, your return will be rejected and you will no longer be eligible for a refund.”

Where does it say that they cannot give me the item back? They have since kept my item and refuse to refund me so I feel totally scammed out of money and the items that did not even work for me. And also the false claim that the items were used. I have never dealt with anything like this before, and am totally shocked.

I looked online and found others who experienced the same thing and are warning against buying from this company. Their customer service is incredibly shady and unhelpful.

I am fine with losing money if it was my own fault, but I feel totally wronged and as though they have falsified the claims of the backpacks being used with significant dog hair and pet odor so they can keep their products AND the money. Hoping this review will help others. I 100% believe that they will do everything they can to not refund you while also keeping the product you returned.
And they DO resell these items, as they sometimes even offer “Re-Loved” aka returned pet products.

This company clearly paid a lot of money to third party sites to have their pet carriers listed as a top brand for airline travel. After carefully reading reviews and sites, I decided to spend the money on a top of the line carrier with wheels so that I could carry my pet back and forth. I purchased the large carrying case with the wheelbase attachment which is an extra $120 on top of the bag. I purchased the larger bag so that my puppy could grow into it. As I am back and forth fairly often, I needed a reliable bag to make traveling less stressful and I was willing to spend the money on something that was durable. However, after the first use with the bag, the zipper and carrier completely fell apart. I took my 16 pound french bulldog puppy in the carrier from Ft Lauderdale FL to Montreal, Canada. The wheelbase has no locking mechanism and you are pulling the dog with basically ropes you would buy at Home Depot. Imagine pulling a dog in a cart that is attached with bungee cords and a rope around the airport... There is no way to control where the bag moves. My poor dog was flying across the terminal in this bag, and he was not happy about it. After arriving in Montreal (on a first class flight), the material started shredding. From point a to point b was a 3.5 hour flight, directly with me and there was no possible way for anything to rip or tear the bag. The material was so shredded, that I couldn't even open the bag to use it again. I sent photos to the company as they requested. I waited to get a resolution, which took forever. They agreed to replace just the bag, and that I was to keep the inside of the old bag to reuse. How could I reuse the inside of the bag when I couldnt open it in the first place? Am I supossed to cut the bag open? Terrible customer support for a $200 purchase. They asked to ship a new bag to Ft Lauderdale because they wouldn't ship me a new bag to Montreal. Obviously I need a bag to transport my dog back to Ft Lauderdale so that wasn't an option. They ended up partially refunded me for the bag, and now I am left with a $120 wheelbase that cannot be used with any other bags. I will keep doing my research on bags, but one thing is for sure, I would never recommend this brand to anyone if you are looking for a premium bag for your animals.