Shipping Policy

Holiday Ordering Deadlines

To help keep the 2023 holidays as stress-free as possible, read on for this season's ordering deadlines! Please remember that small businesses like ourselves have more limited staff and operating hours than big box stores. And while some say "let it snow!" we all know winter can mean surprise weather, natural disasters and other peak-holiday shipping delays that are out of our control. Please take careful note on the suggested last date to order from RockLove.com, to receive your holiday jewels before Hanukkah (Dec. 7–Dec. 15), Pancha Ganapati (Dec. 21), Christmas (Dec. 25), Kwanzaa (Dec. 26–Jan. 1), or other holiday traditions:

DOMESTIC ORDERS:

USPS Domestic (including Alaska and Hawaii): Last Day to Order
USPS Ground Advantage™ Dec. 13
USPS First-Class Mail® Dec. 13
USPS Priority Mail® Dec. 15
Air/Army Post Office (APO), Fleet Post Office (FPO), Diplomatic Post Office (DPO)
USPS Ground Advantage™ Nov. 3
USPS First-Class Mail® Dec. 6
USPS Priority Mail® Dec. 6
* PMEMS not available for APO/FPO/DPO AE ZIPs 093
FedEx Domestic: Last Day to Order
FedEx Ground® Dec. 14

FedEx Express Saver®

 Dec. 15
UPS Domestic: Last Day to Order
UPS Ground ® Dec. 13
UPS 3 Day Select ® Dec. 14
UPS 2nd Day Air ® Dec. 18

 

INTERNATIONAL ORDERS:

International Carriers: Last Day to Order
USPS Priority Mail International Dec. 4
UPS Standard Dec. 11

DHL Express Worldwide

 Dec. 18

Extended Holiday Return Policy

Gifting made easy with our extended holiday return/exchange window! All orders placed between 11/10-12/25 may be returned for store credit or exchanged until January 15, 2024.  Please contact us first at customerservice@rocklove.com for a return authorization number and pre-paid postage.  International customers are responsible for return shipping and will be issued store credit upon receipt.  Shipping fees are not refundable.  Items shipped without prior authorization from RockLove will be forfeited.

Territory Restrictions

All RockLove is officially licensed product. According to territory regulations, certain products are only available to be shipped to certain territories.

Shipping Information

  • The postage you choose does not account for handling times. The 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.
  • Orders are processed 1-3 business days after payment, Monday through Friday. If you are on a tight deadline, we recommend you upgrade to a quicker shipping speed.
  • Orders will be processed on business days only, our warehouse is closed on weekends and national holidays.

      Shipping Confirmation & Claims

      • The USPS tracking service does not always update tracking information in real time, which is why an order sometimes seems to be stuck in a "Pre-Shipment" status.  Once RockLove submits a package to USPS, we no longer have any control or special access. If your tracking information hasn't updated in 48 business hours, please contact our customer service at customerservice@rocklove.com.
      • We are not responsible for replacing products marked as Delivered. 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. Once marked as Delivered, USPS has deems the service complete and RockLove no longer has any access and we are unable to submit inquiries or claims. The customer must pursue the package locally and RockLove is not responsible for sending a replacement.
      • Per USPS's current policies, postage claims are no longer able to be filed. RockLove will not refund shipping costs for slow or “late” delivery.

        Returns, Refunds, Cancellations, and Exchanges

        For information about returns, refunds, cancellations, and exchanges, please visit our Returns Policy page.

        International Duty and VAT Fees

        • Items sold on this site and shipped outside of the United States may be subject to VAT, duty or sales tax.  RockLove does not calculate or collect these fees at time of checkout. 
        • International orders may have additional fees applied to them by the receiving country’s (your country’s) customs agency.  Unfortunately, we have nothing to do with these fees and are not able to estimate fees or determine whether or not there will be any.
        • If you reject the product's delivery because you do not want to pay your country's fees, you will not be eligible for a refund on shipping costs.
        • To learn more about your country’s customs fees and other import duties and taxes, we recommend contacting your country’s customs agency.
        • We are not responsible for these customs fees and cannot reimburse customers for any additional fee charged by your customs agency. 

          UK & EU Consumer Rights

          If you feel like there has been an issue with your order, please contact customer service immediately at customerservice@rocklove.com. Please review your rights here. We will do our best to make all accommodations for you within the rights of the law.

          Last Chance Items

          • Last Chance items are 'final sale' and are not eligible for return, refund, cancellation, or exchange.
          • For Last Chance items, we have also released our backstock units, which are saved throughout the lifecycle of an available product to replace postal loss or damage. These last are the last!

            Pre-Order Items

            • Pre-Order items are not eligible for discount or included in site-wide sales.
            • Pre-Order items can be cancelled excluding those items that are made to order. (Magic: The Gathering)
            • Pre-Order items can be returned and exchanged excluding those items that are made to order. (Magic: The Gathering)
            • When completing the transaction for a Pre-Order item, you will be immediately charged.  This reserves your pre-order item and for limited edition numbered items, reserves the next lowest number in the sequential order.
            • You will receive an automatic confirmation email with tracking number when your Pre-Order item is in the mail. Meanwhile, the individual product listing page is an additional resource: it is updated with pre-order information, estimated delivery dates, when items begin to deploy.
            • 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.
            • For orders that include both Pre-Order and available items, 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 additional items not on pre-order, domestic packages will be partially fulfilled with the reserved item shipping at a later date.
            • If an order contains additional items not on pre-order, international packages will be held until all items are ready and the package can be shipped in full.