Shipping and Handling FAQ

Territory Restrictions

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

International Orders - Duty and VATS Fees

Items sold on this site and shipped outside of the United States may be subject to VAT 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/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.  We implore you to contact Customer Service immediately. Please review your rights here . We will do our best to make all accommodations for you within the rights of the law.

 

Order Processing

How long does it take to process my 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. We will not process or ship any orders on national holidays.

 

Shipping Information

The postage you choose does not account for handling times. The United States Postal Service'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.

When will I receive 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. Read more about this issue.

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.

As of October 21, 2021, USPS is NOT guaranteeing any standard delivery time, including these Domestic and International service offerings: USPS First Class Package and USPS Priority Mail. Read more about delayed mail. Similarly, as of October 18, 2021, has suspended all service guarantees for: UPS 2nd Day Air®, UPS 3 Day Select®, UPS® Ground. Read more about current UPS service guarantees.

International: Canadian orders typically arrive within 6-10 business days. All other international orders typically arrive within 10-20 business days, depending on the region of the destination and shipping speed selected. Please note: Customs' inspections may cause unforeseeable delays, both when leaving the United States and entering another country.

Due to current global post and customs conditions, Postage Claims are not able to be filed and RockLove will not refund shipping costs for slow/‘late’ delivery.

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

The United States Postal Service 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 feel free to email our customer service team 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, the US Postal Service 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.


Pre-Order Information

How long until my Pre-Order item ships?
You will receive an automatic confirmation email with tracking number when your order is in the mail. Meanwhile, the individual product listing page is an additional resource: they are updated with pre-order information, estimated delivery dates, when items begin to deploy, etc. 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.

What if my order also includes an item that is not 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!

What is purchased a Pre-Order product using Shop Pay Installments?
If you financed your purchase with Affirm, your first payment is due approximately two weeks after your purchase is finalized. Please note that due to extended delivery times, your loan payment(s) may be due before you receive your purchase.