The Roku company sells its digital video box directly to customers through its website. Customers can check on their orders in three ways. They can call customer service using a toll-free telephone number; they can open a support ticket on the Roku website; or they can use a live chat feature offered during certain hours on the company's website.
Tracking a Shipment
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Locate and open the shipment confirmation e-mail sent by Roku.
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Click on the link in the e-mail to track the shipment on the U.S. Postal Service website. If your email client does not display the link, copy the tracking number and manually visit the Postal Service website (see Resources) to track the package.
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Read the information provided on the Postal Service website for the current location of the shipment and its scheduled delivery date. The information provided may take up to 24 hours to update, and packages may not appear until the day after they are shipped.
Open a Support Ticket
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Visit the Roku website (see Resources).
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Click on the "Help" text link at the bottom of the home page.
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Click the "Contact Support" text link on the left side of the help page.
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Complete all the fields in the support form on the following page. The name, email address, confirmation email address and problem description fields must be filled out to submit the form.
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Click the "Send Support Request" button.
Live Chat Support
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Navigate to the support page on the Roku website as described above.
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Click on the "Chat Live" button. Live chat is available Monday through Saturday, 8 a.m. to 8 p.m. Pacific Time.
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Enter your name and email address in the following page, and your reason for starting the chat session.
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Click the "Start Chat" button on the following page.
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Save a copy of the chat log by clicking the disk icon when the chat session has ended.
Phone Support
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Dial Roku's phone support toll-free number, 888-600-7658.
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Press 1 at the first menu to request assistance with a Roku digital video player.
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Select 5 at the second menu option to request order status information.
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Press 1 after listening to the information about finding confirmation and shipping emails that may have been accidentally marked as spam. Once you press 1 at this menu, the call will be connected to a customer service representative.
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Have available the order number, shipping address or as much information about the order as possible to help the representative locate the order record.
