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FAQ

Frequently Asked Questions

For questions, concerns, suggestions, and comments (good and bad), please call or email us.

Your satisfaction is our priority, and your feedback is always welcome. And, thank you for being the best part of Rock Revival®, our customer!

Hours: 9am-4pm (PST), Monday-Friday Email: customercare@rockrevival.com Phone: (323) 235-8070

 Payment Methods

Q: HOW DO I PAY FOR MY ORDER?

A: We accept PayPal, MasterCard, American Express, Visa, Discover and Rock Revival® E-Gift Cards.

International credit cards are not accepted at this time. Please use PayPal as an alternative for International payment.

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Sales Tax

Q: IS THERE SALES TAX ADDED TO MY ORDER?

A: We do not collect sales tax in all states. Actual taxes charged are calculated based on the state and local taxes of the location where the order is being shipped. The calculation of sales tax is subject to change as the taxation of online transactions is continuously evolving. 

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Shipping

Q: WHEN WILL MY ORDER SHIP?

A: Ground Orders received by 3:00 p.m. (PST), Monday-Friday, will ship within 2 days in most cases.

Next Day Air and 2nd Day Air will ship same day if received by 12:00 p.m. (PST), however, no guarantees are made. All orders will ship within 2 business days unless noted otherwise. Orders are not shipped over the weekend or on holidays.

Note: We will not be liable for delays in shipping caused by external causes (i.e. natural disasters, acts of terrorism, traffic accidents, etc.) or delays caused by UPS.

Q: DO YOU SHIP TO P.O. BOX ADDRESSES?

A: We do not ship to P.O. boxes or A.P.O. addresses at this time. 

Q: WHICH CARRIER WILL YOU USE TO SHIP MY ORDER?

A: We ship via UPS for domestic orders.

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Free Shipping

Q: WHAT ARE THE TERMS AND CONDITIONS TO QUALIFY FOR FREE SHIPPING ON ROCKREVIVAL.COM?

A: With a minimum purchase of $100 or more at rockrevival.com, you may receive free standard ground shipping. Standard ground shipping usually arrives in 4-6 business days but may take longer. Your purchase must total $100 or more after any promotions or discounts are applied and excluding any taxes and fees for shipping and handling. This offer is non-transferable. Offer is valid on standard U.S. ground shipping to the order’s first ship-to address within the U.S. and its territories only. Offer is not valid for international delivery addresses. Offer is not valid for express shipping. Please visit the Shipping & Returns page of our website for more information on express shipping.

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Returns

Your satisfaction is our priority. Please refer to the policies below as a guideline.

Q: WHAT IS YOUR RETURN POLICY?

A: You may return merchandise within 30 days of receipt of the package for a full refund of the purchase price, this refund can only be made to the card used during checkout. There is not a restocking fee.

MERCHANDISE MUST HAVE THE ORIGINAL TAGS, MUST NOT HAVE BEEN WORN, ALTERED, WASHED, AND MUST BE IN ITS ORIGINAL CONDITION. We are not responsible for any damage to items that have been worn, altered or washed. All parts and accessories must be included.

Returns will only be accepted if you purchased your items from rockrevival.com. If you purchased product through another retailer, please contact the retailer for your return.

Return shipping costs are the responsibility of the customer. When shipping your return to us, you may use any courier service convenient for you (e.g. FedEx, USPS, DHL) or use the shipping label enclosed with your package. Please remember to use a form of shipment that includes full tracking information so that we will be able to confirm receipt of your return. We also recommend that you purchase insurance for your return shipment. Rockrevival.com is not responsible for missing or lost packages. Please note rockrevival.com is unable to process refunds for merchandise not received.

Shipping and handling charges will be reimbursed in cases when shipping errors have occurred, or errors have been made to your order.

Any defective item(s) will be considered on a case-by-case basis. If purchased from rockrevival.com, returns of defective item(s) may qualify for a full refund if received within the 30 day time period pursuant to rockrevival.com’s return policy. If defective item(s ) purchased from rockrevival.com are received after the 30 day return period, returns will only qualify for partial credit or repair at our sole discretion.

Final sale items are not eligible for return.

Q: DO YOU OFFER EXCHANGES?

A: We currently do not offer an exchange for any orders. If you would like a different size or color, please return your unwanted item for a refund and place a new order.

Q: HOW DO I SEND IN A RETURN?

A: Fill out the return reason code on the return form on your packing slip and include it with the item(s) you would like to return. Pack your item(s) securely. Please include all paperwork, parts and accessories. Remove all extra labels on the outside of the package and seal the box securely.

Prepaid Return Shipping

All rockrevival.com orders include a packing slip with a prepaid, pre-addressed return label. When you use the return label to send your package, $7.50 will be deducted from your order refund. To use the prepaid return label, attach the prepaid return label to the outside of your package. Remove all extra labels on the outside of the package. Drop your package off at any drop box or store location that accepts UPS packages.

All Other Return Shipping

Alternatively, you may elect to use your own shipping method at your own expense. Mail your prepaid package to rockrevival.com, Attn: Online Returns Department, 4715 S. Alameda Street, Los Angeles, California 90058.

Restocking

Q: IS THERE A RESTOCKING FEE?

A: No, there is not a charge for restocking.

Refunds

Q: DO I GET A REFUND OR CREDIT FOR THE SHIPPING COST?

A: Shipping costs will not be refunded for returns. Return shipping costs are the responsibility of the customer.

A refund or credit for shipping may be issued in instances where the item was defective, determined to be rockrevival.com’s responsibility, or where we made an error in shipping the order (i.e. the wrong item, color, or size was shipped).

Q: HOW DO I GET A REFUND?

A: In order to receive a refund, please follow the "RETURN POLICY & INSTRUCTIONS" on the return form. 

The return form is located on the packing slip. If you have not received a packing slip or if you have misplaced your packing slip please contact customercare@rockrevival.com. Rockrevival.com will be more than happy to issue a return form and instructions via email.

Merchandise returned to rockrevival.com will be processed within 7-14 business days of receipt. Refunds may only be issued in the same form as was utilized for payment and may take 1-2 billing cycles for the credit to reflect the transaction. Please note the original shipping charges incurred at the time of purchase are non-refundable unless a product is determined to be defective, determined to be rockrevival.com's responsibility or sent in error.

Please note the RETURN POLICY above to receive proper refund or credit.

Defective Merchandise

Q: WHAT CAN I DO ABOUT DEFECTIVE MERCHANDISE?

A: Any defective item(s) will be considered on a case-by-case basis and may qualify for a full refund, full credit, exchange, or partial credit for refund.

Incorrect Shipment

Q: WHAT SHOULD I DO ABOUT AN ITEM THAT WAS SHIPPED INCORRECTLY?

A: If an item(s) were shipped incorrectly (i.e. wrong item, color, or size), rockrevival.com will gladly issue a full refund for the purchase price including the shipping cost, if applicable.

Please follow the "RETURN POLICY & INSTRUCTIONS" on the return form. The return form is located on the packing slip. Please also note the RETURN POLICY above to receive proper credit. Once we receive the item(s) back, the refund, or replacement will be issued promptly.

Rockrevival.com will not be liable for any ordering errors made by the customer. Errors will be validated against the original invoice, and the entire process may take 2-4 weeks.

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Order Cancellation

Q: CAN I CANCEL MY ORDER?

A: You may cancel any order which has NOT shipped. Any shipped order cannot be cancelled.

 

Q: CAN I CHANGE MY ORDER ONCE IT HAS BEEN PLACED?

A: Once an order has been placed we cannot change your order. If you need to change your order you can try to cancel your order or return your order following our cancellation or return policies.

 

Q: HOW DO I REQUEST TO CANCEL MY ORDER?

A: All cancellation requests must be made by phone; no emailed cancellation requests will be accepted.

Please call Rock Revival® Customer Care at (323) 235-8070, Monday-Friday, 9am-4:00pm (PST).

Although we will try our best, no guarantees are made that a cancellation request will be fulfilled.

 

Q: WHAT DO I DO IF MY ORDER HAS ALREADY SHIPPED AND I STILL WANT TO CANCEL?

A: Please refer to the Returns section of the FAQ as the order will have to be returns before it can be refunded.

If you return the order without opening the box, you will receive a full refund of the purchase price less shipping. The return shipping cost will have to be paid by you in this instance.

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Gift Cards

Q: HOW DO YOUR E-GIFT CARDS WORK?

A: Rockrevival.com E-Gift Cards do not expire or have fees and are only redeemable at rockrevival.com. Rockrevival.com is not responsible for lost, stolen, damaged or the unauthorized use of a gift card.

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International

Q: DO YOU SHIP INTERNATIONALLY?

A: Yes.

ROCKREVIVAL.COM has partnered with FedEx Cross Border to service our international customers.

All international payment or shipping questions should be submitted to FedEx Cross Border at fcbconsumer_attachments@ftn.fedex.com or by calling +1 203-683-4894.

Q: WHAT IF I DON’T SEE MY COUNTRY LISTED WHEN CHECKING OUT THROUGH FEDEX CROSS BORDER?

A: If you do not see your country available for international shipping you may be able to find a local retailer through one of our distributors. We currently sell Rock Revival products to the following countries through our distributors listed below.

Germany Judith Aschenbruck judith@sasatrend.com +49 (0)241-5570540
Canada Sales / Customer Service dora@tmfashion.ca (514) 382-3805 Ext: 206

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Price Adjustments

Q: DO YOU HONOR PRICE ADJUSTMENTS?

A: We offer a one-time price adjustment if an item is marked down within 14 days of the date of purchase.

Items purchased with a promotional discount are not eligible for price adjustments (excluding free shipping promotion).

Rock Revival does not price match other retailers.

Promo codes cannot be combined with any other offer or promotion and are not valid on previous purchases and international orders.

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