Shipping Policy

Territory Restrictions

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

Find details on these restrictions, what they mean, and how they may affect your shopping experience here.

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 uses a third party app to collect these fees at time of checkout. 
        • If you reject the product's delivery, 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 fee charged by your customs agency. 
        • If you are charged more than quoted at time of delivery, please contact customer service immediately to file a claim. 


          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 reserved units, which are saved throughout the lifecycle of an available product, to replace postal loss or damage. These last are the last!

             

            Backorder and Limited Release Items

            • To check the estimated ship date of your backorder item, please check out our Order Status Page.
            • Adding an item to your cart does not guarantee purchase. Inventory is checked at each stage of the checkout process and if the item sells out  before your order is complete, your cart will be updated and you will see the sold-out item automatically removed.
            • When completing the transaction for a Backorder or Limited Release item, you will be immediately charged. This reserves your item and for limited edition numbered items, reserves the next lowest number in the sequential order.
            • Backorder items are not eligible for discount or included in site-wide sales unless stated otherwise.
            • Backorder and Limited Release items can be cancelled excluding those items that are numbered or made to order.
            • Backorder and Limited Release items can be returned and exchanged, excluding those items that are numbered or made to order. 
            • You will receive an automatic confirmation email with tracking number when your backorder item is in transit. 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 backorders shipping in multiple waves, please read product updates carefully as transactions placed after explicit deadlines will not be shipped with the prior batch.
            • For Domestic orders that include both backorder and available inventory: If an order contains additional items not on backorder, domestic packages will be partially fulfilled with the reserved item shipping at a later date. The second package will be shipped using the lowest cost method available, which is typically USPS Ground Advantage. 
            • For International orders that include backorder items: The entire shipment will be held until all items are ready and the items can be shipped in full.