Welcome to our Shipping and Handling FAQ page! We hope to answer all your questions about *Order Processing*, *Shipping Times*, and details around *Pre-Order Items*.

 

*** Currently RockLove's processing time remains an average of 1-3 business days.  This does not include the shipping time needed by the US Postal Service and during COVID-19 we are seeing many packages arriving safely but without real-time tracking updates. This is out of RockLove's control and we ask customers to have patience during this unprecedented time.  Please allow an estimated 3-5 ~additional~ business days for domestic delivery. ***


ORDER PROCESSING

How long does it take to process my order?

***As a result of the ongoing COVID-19 impacts, the United States Postal Services may require more time to be delivered due to limited transportation availability and no longer accept or deliver international mail to several countries at this time. This is completely out of RockLove's control and we ask customers to have patience during this unprecedented time. Please allow an estimated 3-5 ~additional~ business days for domestic delivery.***

RockLove is a small business and normally requires an average of 3 business days for an order to leave our warehouse. As of now, for the safety of our team and to comply with the current COVID business restrictions, shipping times are fairly longer. We are working as fast as we can to ship out everything and will update shipping times once this situation changes. We apologize for this inconvenience.

Can I cancel my order?

Order cancellation is not guaranteed. Please, make sure to verify the items you are ordering, and your shipping information prior to placing your order.

If you ordered the wrong item, or entered the wrong shipping information, please contact us as soon as possible. We strive to ship orders as fast as possible, and we can’t guarantee we’ll be able to stop the order before it ships.


SHIPPING TIMES

When will I receive my order?

Orders will be processed within a few business days after payment, Monday through Friday. Please contact us if you need a more accurate estimated delivery time; if you are on a tight deadline, we recommend you upgrade to a quicker shipping speed. We will not process or ship any orders on national holidays.

PLEASE NOTE: the postage you choose does not account for handling times. USPS's estimated speed and service is ~from the time the order leaves our warehouse~, not the overall amount of time it will take to arrive at your door from when you ~placed~ the order. Kindly account for this when estimating total ship times.

***As a result of the ongoing COVID-19 impacts, the United States Postal Services may require more time to be delivered due to limited transportation availability and no longer accept or deliver international mail to several countries at this time. This is completely out of RockLove's control and we ask customers to have patience during this unprecedented time. Please allow an estimated 3-5 ~additional~ business days for domestic delivery.***

We are not responsible for returned, damaged, lost, or stolen packages, nor are we responsible for incorrect addresses. We ship to the address provided at checkout. Thank you for your understanding.

My tracking says "Delivered" but I don't have it.

If a package is marked as Delivered, and you don't see it: Check with your mail carrier (they may have "helpfully" tucked it behind porch furniture or planter), your family members (ooh I thought it was for me), and neighbors (you were't home and I haven't brought it over yet). Call or visit your local post office and inquire with the tracking number. It is there, and RockLove is not responsible for sending a replacement.

We are not responsible for replacing products marked as Delivered.

My tracking number hasn't updated in a few days. Have you shipped my order?

USPS hasn't been updating tracking information on a regular basis, that's why an order sometimes seems to be stuck in a "Pre-Shipment" status.

With the significant increase in packages being shipped, and the impact of COVID-19 restrictions and guidelines, USPS is definitely running late with shipments. Their official estimate is 2-3 days lead-time, but First Class and Priority Mail packages are taking an average of 7-10 business days to be delivered.

If your tracking information hasn't updated in 48 hours, please feel free to email our customer service team -- customerservice@rocklove.com


PRE-ORDER ITEMS

How long until my Pre-Order item ships?

We will always update the product listing with pre-order information, estimated delivery dates, when items begin to deploy, etc. You will receive an automatic confirmation email with tracking number when your order is in the mail. For pre-orders shipping in multiple waves, please read product updates carefully as transactions placed after explicit deadlines will not be shipped with the prior batch.

Similar to items available right now, please account for the estimated production time of your pre-order when calculating shipping times.

What if my order also includes an item that's not on Pre-Order status?

We offer a few very special items as pre-order and will ship them to you as soon as they become available. If an order contains any items not on pre-order, we will ship those items sooner as available. The shipping charges will be based on the total of all pre-order and in-stock items, you will not pay double postage - it is our treat!



For answers to other questions, check our *Store Policies* page.