Returns and Refunds are based on the Proportion of deductions to actual total order paid.
Purchased but not shipped (Cancelation):
We accept only order canceled by Phone Call US (877)756-8666 rather than e-mail.
Package has been delivered (Unused):
- Within 30 days of receipt of your order, you may return the unused product(s).
- To be eligible for a return, the package must be unused, free from dirt, dust, or any fragrances, and in the same packaging and condition that you received it.
- If the return is caused by the consumer, the consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose. If due to our reasons, the goods received are damaged or not correct, and the consumer is not required to bear the shipping fee for this reason.
- To avoid a high rate of Malicious returns and save our labor costs and time, 2%~20% restocking fee to be charged to the consumers for the return of a product.
- We do not offer returns except in EXTREME cases of breakage/malfunction.
- The customer must email to email@example.com for return authorization prior to sending any product back to Rockpals. Or the refund and replacement will not be issued and the customer has to pay the shipping fee to get the item returned if it’s over 30 days of receipt, or sacrifice the item.
- If your approved return passes our inspection, you may receive a replacement or a refund. You can send the item back to our warehouse below:
- Lily/Yuan Zhao
- 13901 Yorba Ave
- Chino, CA 91710
- Please send us a notification after you ship the item out and you need to provide a tracking number. Once we receive the item you sent and check out that the item is in good condition, we will replace or refund you. This will be issued in 2 days.
- If your order is over 6 months, there is only a 50% refund or renew replacement arranged and we are never responsible for maintenance fees you pay to the third party. The refund ratio depends on how long you process the product.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org.
Shipping Damage Claims
We are proud of our products, but we can't control the shipment. In some extreme cases, the item you receive may be damaged during transportation, so you should check the item in good condition when receiving it. If the unfortunate thing really happens, please provide the photo or video to email@example.com. Notice: we will not accept Shipping Damage Claims later than 14 days from receipt of products.
Package Stolen or Shipped Wrongly
- Mostly, our shipping service is the UPS, which always leaves your package at the door and there is a risk of stolen. It's a high rate of a package stolen in CA. Once you find out the package is stolen, please contact the local police to investigate the issue and offer the receipt of the police to us for a claim. To avoid the time-wasting on the claim, we'd suggested you add both the Insurance and signature required service to your order when checkout.
- Once you find out that your package would be sent to the wrong address after the tracking number is updated, please call us US (877)756-8666 for the first time and we’d ask the UPS to change it before it’s delivered. Notice: we will not accept Missing Package Claims later than 14 days.
Promotion/Discount Different Price Not Approved
Once your order is processed within 12 hours, there isn't any discount difference price to refund. Every refund would be charged a 5% handle fee of the total order amount.
Only One Discount/Coupon Code Applied to One Order
Rockpals always pursue high-quality products. And high quality always means high cost. We supply coupon code for thanking our old customers and welcome our new customers. So the system limits one code per purchase. Two codes couldn't be combined with your order.