Shipping policies
SHIPPING POLICIES
By purchasing from Rock Town, you are agreeing to the terms and conditions listed on this page. These terms and conditions are created to protect Rock Town and it's customers. This list was created to help set your expectations for our service provided to you.
STOCK AVAILABLILTY
Our stock is always subject to availability. Rock Town manually updates the stock on our website. In addition to manual removal of items, we also use automated systems that remove items when they are sold through e-commerce. There may be times where stock is inaccurate on our website, which will result in Rock Town not being able to fulfill your purchase. Stock availability may result in Rock Town only being able to partially fulfill your order, or not being able to fulfill your order at all. We will contact you in these instances to determine if you would like your order to be partially fulfilled, refunded or put on hold while we wait for the items your ordered to be restocked. We apologize for any stock issues.
Our stock is always subject to availability. Rock Town manually updates the stock on our website. In addition to manual removal of items, we also use automated systems that remove items when they are sold through e-commerce. There may be times where stock is inaccurate on our website, which will result in Rock Town not being able to fulfill your purchase. Stock availability may result in Rock Town only being able to partially fulfill your order, or not being able to fulfill your order at all. We will contact you in these instances to determine if you would like your order to be partially fulfilled, refunded or put on hold while we wait for the items your ordered to be restocked. We apologize for any stock issues.
SHIPPING RATES
Shipping costs are calculated using a few factors: weight, dimensions and shipping destination. Shipping rates are included in the final purchase price when checking out on our website. Feel free to contact us if you believe the quote you are receiving for shipping is an error. Every product is weighed and measured manually, therefore errors do occur.
RETURNS
For return policy, please see our RETURNS AND EXCHANGES page.
DELIVERY TERMS: DOMESTIC TRANSIT TIMES
Domestic shipments are generally in transit for up to a week, depending on where you are located. Please note, COVID-19 has caused global delays and therefore shipping times are unpredictable. Rock Town does not take any responsibility for delayed transit times. For instructions on what to do if you believe your package is lost, stolen, or delayed, see our RETURNS AND EXCHANGES page.
DELIVERY TERMS: INTERNATIONAL TRANSIT TIMES
International shipments are generally in transit for up to 22 days, depending on where you are located. Please note, COVID-19 has caused global delays and therefore shipping times are unpredictable. Rock Town does not take any responsibility for delayed transit times. For instructions on what to do if you believe your package is lost, stolen, or delayed, see our RETURNS AND EXCHANGES page.
DELIVERY TERMS: INTERNATIONAL TRANSIT TIMES WITH NO TRACKING NUMBER
Rock Town will not be held responsible for any international packages that are believed to be lost, stolen or delayed. Tracking numbers for international orders are optional, but recommended. If no tracking number is purchased and package is believed to be lost, stolen or delayed, it is difficult to resolve this with the shipping provider if no tracking number was purchased. Rock Town will not be held responsible if your package is lost, stolen or delayed. Additionally, Rock Town is not responsible if you decide to not purchase a tracking number.
DISPATCH TIME
Orders are dispatched within 4 business days of being placed. Rock Town is open Monday through Sunday, and hours vary due to COVID-19, so dispatch delays may occur. National holidays and weekends may affect dispatch times. Despite national holidays and weekends, Rock Town will work hard to ensure dispatch delays will be kept to a minimum.
COVID-19 RELATED SHIPPING DELAYS
Due to COVID-19, there are global shipping delays. Although most domestic orders arrive within a 7 days, and international orders within 22 days, there may be significant delays due to the pandemic. We ask that you keep your tracking number handy, and check it frequently. Contact the shipping provider directly if you believe your package is lost, stolen, or delayed. If you need help locating your tracking number, contact us and we will assist you.
ITEMS OR PACKAGE DEMAGED DURING TRANSIT
If your package is visibly damaged during transit, if possible, please reject the package from the shipping provider when delivery is attempted and contact the shipping provider immediately. After you contact the shipping provider, please contact Rock Town to make us aware of the situation. Sometimes Rock Town is required to provide additional information in these cases. If the package has been delivered to you damaged and you were unable to reject it, please contact the shipping provider immediately.
PROCESS FOR PARCEL DAMAGED DURING TRANSIT
Items and packages damaged during transit will be handled accordingly once shipping provider has completed investigation into claim.
PROCESS FOR PARCEL LOST OR STOLEN DURING TRANSIT
Items and packages lost or stolen during transit will be handled accordingly once shipping provider has completed investigation into claim.
CHANGE OF ADDRESS
If you would like to change the shipping destination of your order, you may contact us any time before the order dispatches for the address to be corrected. If the order has already been handed over to the shipping provider, Rock Town will not be held responsible for the incorrect address. If you need to correct you address after we already handed it over to the shipping provider, we ask that you contact the shipping provider directly to change the destination address using your tracking number to locate the package.
P.O BOX SHIPPING
Rock Town can ship to P.O boxes using postal services only.
TRACKING NOTIFICATIONS
Customers will receive an e-mail with a tracking number and link to keep track of the package during transit (if applicable). If your package came with tracking information, all tracking links are sent out automatically via e-mail once the label for the package has been created by Rock Town. Once the package is marked ready to ship, it will be picked up by the applicable shipping provider and scanned in. Your tracking number should now begin to update during transit to the final destination. If you feel you have not received your tracking number due to error, please contact us immediately and we will get your tracking number to you.
SALES TAX
Sales tax is applied automatically during checkout. Taxes may not be waived.
IMPORT DUTIES AND TAXES
Import duties and taxes for international shipments are applied automatically during checkout. No additional fees to be paid by customer upon arrival in destination country. Taxes may not be waived.
CANCELLATIONS
We accept cancellations at any time before order has been shipped. Once order has left the building, we will not be able to cancel it.
INSURANCE
Parcels are insured for loss and damage up to the value as stated by the shipping provider.