Help Center

ACCOUNT HELP

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If you are locked out of your account, please reset your password from the account page. If you’re having trouble accessing your account, it may not have yet been activated. Please email us on customerservice@roka-me.com

SHIPPING & DELIVERY

ONCE I PLACE MY ORDER HOW QUICKLY WILL IT SHIP?

Dubai:
If you order with us before 2pm (Sun-Thu) we offer our customers same day delivery.
Any order placed after 2pm (Sun-Thu) will be delivered within 24 hours.
For our weekends (Fri-Sat) we offer a window between 24-48 hours.

Abu Dhabi & Other Emirates:
Any order placed will be delivered between 48-72 hours.

Other GCC countries:
For those based in wider GCC countries including, Bahrain, Saudi Arabia, Kuwait, Lebanon, Turkey, Jordan, Cyprus, Egypt and Oman, we deliver via our good friends at TNT.
Their expected delivery time will be between 4-6 days and may vary based on regions and customs clearance.

HOW DO I TRACK MY ORDER?

Once your order has shipped, you will receive a tracking number in a Shipping Confirmation email. If you are having troubles locating this email feel free to contact us at customerservice@roka-me.com

CAN I CHANGE THE SHIPPING ADDRESS IF THE ORDER HAS NOT BEEN SHIPPED?

We will do everything in our power to make sure that your package is delivered to the correct address. If you want to change your shipping address please email us at customerservice@roka-me.com and we’ll do our best to accommodate your request!

RETURNS AND EXCHANGES

WHAT IS YOUR RETURN POLICY?

Eyewear: We encourage customers to test their eyewear upon arrival—take them on a jog or spin around town to make sure that they're the perfect pair. If not, we will accept returns and exchanges within 14 days of receipt.

Triathlon Apparel: All suits that are customized with athlete’s name are final sale. Exchange or return any item you've purchased in new, unused condition within 14 days of receipt for an exchange or refund (excluding shipping).
These items must be returned in new, unworn condition.
Swim and triathlon apparel products in this category may not be tested in the water. All tags and labels must be attached.

Goggles, Wetsuits, Swimskins & SIM Shorts:
Notes about sizing: Maverick Wetsits and SIM Shorts tend to feel tighter on land than when you are in the water. Some people say the difference is about one half size. So if you get on your suit and it's a little tight outside of the water, you can be assured that it will loosen up and stretch once you get wet.

Faulty Product Returns: If one of our products is faulty, incorrectly describes or different from the sample shown we will provide an exchange or refund provided the items are returned within 14 days.

Please note, we cannot accept a product if: A returned product does not meet ROKA's return requirements. The item is damaged or permanently altered in any way. The item is still damp or sandy. The item has been written on or shows other signs of damage.

CAN I EXCHANGE SOMETHING I PURCHASED?

Sometimes you might buy something that’s not quite the right fit. Don’t worry, we totally understand.

We want to remove the hassle that you usually face when dealing with returns and that's why we came up with our celebrated returns policy. Here at ROKA Middle East, we will accept returns within a time period of 14 days, and process the required refund within 72 hours of receiving the items.

For more details on our returns policy, please find more details in our refunds & exchange page.

WHAT HAPPENS IF MY PACKAGE ARRIVES DAMAGED?

If the package you receive is damages in any way, we will provide an exchange or refund within 14 days. Please send us a photo of the item you received and any evidence of purchase to customerservice@roka-me.com and we'll be happy to get it sorted for you as fast as possible!

WHAT HAPPENS IF MY PACKAGE ARRIVES WITH A MISSING/WRONG ITEM?

If the package you receive is missing a key item, is faulty, incorrectly described or different from the sample shown on our website, we will provide an exchange or refund within 14 days.

Please send us a photo of the item you received and any evidence of purchase to customerservice@roka-me.com and we'll be happy to get it sorted for you as fast as possible!

ROKA SUNGLASSES

WHAT DO THE NUMBERS MEAN ON YOUR SUNGLASSES?

Our eyewear measurements consist of three numbers.

The first number: The eye size represents the horizontal width of one lens.

The second number: The nose bridge size – is the distance between the lenses, which also is the size of the “bridge” of the frame that rests on your nose.

The last number: The temple length – is the length from the connection point of the frames and the arm down to the piece that sits behind your ear. These sizes are based in millimeters and can be used to determine the best eyewear style for you.

IS CUSTOM EYEWEAR AVAILABLE IN THE MIDDLE EAST?

Right now, we are not able to fill and ship any custom eyewear within the Middle East.

To keep updated with brand new shipments, frames and sunglass launches, we would advise you to sign up to our newsletter, or follow our social channels @roka_middleeast.

WHAT LENSES DO YOU HAVE AND WHAT ARE THEY DESIGNED FOR?

Mirrored Lenses:

Dark Bronze Mirror: A high-contrast lens for bright to variably sunny conditions. Reduces most harmful blue light and enhances greens, yellows, and reds. A great lens for enjoying the outdoors.

HC Fusion Mirror: An extremely versatile high-contrast lens that also offers significant infrared protection. Designed for partly cloudy to bright and sunny conditions.

Teal Mirror: A neutral lens with a slight rose hue for contrast to keep you comfortable and protected in bright and sunny conditions across all environments.

Glacier Mirror: A moderate contrast, neutral-color lens that provides comfort during everyday use in very bright and sunny conditions. Greatly reduces harmful blue light.

Gold Mirror: Great in very bright and sunny conditions for balance of contrast and comfort. Suggested for outdoor activities in environments with dominant green, yellow and orange colors.

None-Mirrored

Dark Carbon: An all-around neutral-color lens to keep you protected in bright and sunny conditions across all environments.

Dark Bronze: A high-contrast lens for bright to variably sunny conditions. Reduces most harmful blue light and enhances greens, yellows, and reds. A great lens for enjoying the outdoors.

Yellow: A low-light lens to keep you protected and enhance color, visibility and clarity in overcast and night-time conditions.

Polarized:

Glacier Mirror Polar: Great for everyday use in very bright & sunny conditions for neutral color. Polarization improves contrast, visibility, and reduction of glare from asphalt on the road and in deep water environments to reduce reflections off water.

Dark Carbon Polar: Great neutral lens for everyday use in very bright & sunny conditions for neutral color. Polarization improves contrast, visibility, & reduction of glare from asphalt on the road & in deep water environments to reduce reflections off water.

GOGGLES

HOW ARE ROKA GOGGLES DIFFERENT?

ROKA goggles are designed with several innovations, like the retroscopic lenses on the R1 that increase the field of vision. In addition to the goggle design, we developed an array of SPECRM lens tints to give you the best options for your specific swimming conditions.

DO YOUR GOGGLES HAVE AN ANTI-FOG COATING?

Yes, all of our goggles are treated with an anti-fog coating during the manufacturing process.

WHAT COLOR LENS SHOULD I USE FOR MY RACE?

Each of our SPECTRM lenses is designed to perform best under certain conditions. We also recommend visiting your race's website to determine which swim buoys will be used on race day so that you can choose the right tint for spotting buoys!

Arctic Mirror: Direct sun and natural colors.
Grey Mirror: Great for direct sun, urban backgrounds and natural color rendition.
Amber Mirror: Great for transition light and direct sun, enhances orange and red buoys.
Cobalt Mirror: Great for ocean swims and enhances yellow and green buoys.
Vermilion Mirror: Great for transition light, green backdrops, and enhances orange and red buoys.
Clear: Great for morning light and indoor swimming; natural color rendition.
Cobalt: Great for ocean swims and enhances yellow and green buoys.
Light Amber: Great for low light/mist/fog/haze and enhances orange and red buoys

WHAT GOGGLES ARE IDEAL FOR A SMALLER FACE?

While goggle fit depends on your unique facial structure, if you find you have a smaller face or prefer the inside the eye fit of smaller goggles, the F1 is a great option. With 6 interchangeable nose bridges, this goggle allows for a personalized fit just for you!

WETSUITS

WHY DO I NEED A WETSUIT?

Wetsuits are faster than skin. Free speed is the most important performance advantage of a wetsuit. The additional buoyancy helps to keep you streamline and improves your body position, reducing surface drag and making you faster.

WHAT SIZE WETSUIT SHOULD I WEAR?

If you have a preference towards a tighter, performance fit you should size down. If you have a preference towards a looser, more comfortable fit, you should size up. If it is your first wetsuit you might want to size down. When you first put on the wetsuit it will fit snug but will loosen up when you're in the water.

HOW DO I KNOW MY WETSUIT FITS ME PROPERLY?

Your wetsuit should fit snuggly in order to maximize thermal protection and performance. There should not be excess amounts of loose-fitting material. If the suit is too large, it will most likely take on more water and begin to “pool,” which will reduce performance and slow you down. These issues would indicate that your wetsuit is too large.

Also, your wetsuit should not decrease your mobility or make it difficult to breathe while swimming. These issues would indicate that your wetsuit is too small.

HOW DO I REPAIR A SMALL TEAR ON MY WETSUIT?

Neoprene is a sensitive material, small tears and abrasions are quite common but are easy to fix. Small tears can be fixed with wetsuit seal cement. We recommend Aquaseal Neoprene Contact Cement. Seal cement will work great and will even make the spot more resilient to future abrasions.

Anything outside of a small tear could potentially fall under our warranty program.

WHAT IS THE BEST WAY TO CARE FOR MY WETSUIT?

Our Maverick wetsuits are high performance garments made with top-end materials that will deteriorate more quickly than products made with cheaper materials. This is a conscious trade-off we make for ultimate performance, because cheaper, sometimes longer lasting materials, often do not have the same performance characteristics.

That being said, here are some tips to improve your suit's longevity. Handling wet or dry suits:

1) Rinse in cold fresh water immediately after each use

2) Hang suit inside out to dry thoroughly after rinsing – we suggest hanging suit from the waist. Hanging a suit from the shoulders while wet can cause the suit to stretch

3) Once liner is dry, store suit right side out. Do not store wet. – Optimal long-term storage is to lay suit flat; if this is not possible, suit may be hung using a wetsuit hanger or several plastic hangers

4) Avoid hard creases in the suit for long periods of time; these can crush the neoprene, resulting in permanent creases

5) If you soil the suit somehow, you can hand wash with mild soap or use wetsuit shampoo. We recommend McNett’s

JOIN OUR TEAM

HOW CAN I BE CONSIDERED FOR SPONSORSHIP OR SUPPORT?

We are proud to sponsor the best athletes in the world. Our pros have trusted ROKA products for six Olympic Medals (including two golds), Tour de France stage victories, IRONMAN World Championship swim and bike course records, and 30 World Championships.

We are always looking to expand our ROKA Middle East ambassador crew! If you are a true fan of ROKA and feel you would be a perfect match for our family please send us an email to marketing@roka-me.com to speak to our ambassador team!

We can't wait to hear from you!

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