Shipping

Each Rockpals product is carefully selected with its shipping methods depending on weight and size. We are currently shipping to USA (US), NOUTH AMERICA(NA),  SOUTH AMERICA(SA), CANADA (CA), UNITED KINGDOM (UK),EUROPE(EUR), JAPAN (JP), AUSTRALIA (AU), ISRAEL(IL), RUSSIAN(RU),

BELARUS(BY), KAZAKHSTAN(KAZ), GERMANY (DE), ITALY (IT), FRANCE (FR), SPAIN (ES),  POLAND (PL). Depending on your area, please allow 1-3 days processing time required to ship from the warehouse and 1 to 45 business days in transit for delivery.

Most of our orders are shipped from US warehouse in California and Illinois or Shenzhen. If you are US consumer purchaser, the package would be shipped within 1-7 working days depending on your areas apart from our warehouse.

Our shipping services include air transport service, sea transport service, special line service, express line service, global freight forwarding service etc.

* Due to the busy holiday period, processing times are slower than usual. Thanks for your patience of waiting.

* We are not responsible for any shipping deliveries that may be affected by customs, natural occurrences, or air and ground transportation strikes or delays.

Shipment processing time, Shipping time, Shipping method(Only suitable for USA)

All orders are processed within 1-2 business days. Orders are not shipped or delivered on weekends or holidays.
It takes 1-5 business days to arrive after we process order, not including holiday and other emergencies special time.
If we are experiencing a high volume of orders, shipments may be delayed by a few days. Please allow additional days in transit for delivery. If there will be a significant delay in shipment of your order, we will contact you via email. Orders are delivered by UPS, USPS and FEDEX. Any specified express request is not allowed.

Shipping rates & delivery estimates

Rockpals offer free shipping service for most of products but Delivery delay is allowed to occasionally occur.

Shipment to P.O. boxes or APO/FPO addresses

Rockpals ships to addresses within the U.S., U.S. Territories, and APO/FPO/DPO addresses.

Shipment confirmation & Order tracking

You will receive a Shipment Confirmation email once your order has shipped containing your tracking number(s).

Customs, Duties, and Taxes

Rockpals isn't responsible for any customs and taxes applied to your order. All fees imposed during or after shipping are the responsibility of the customer (tariffs, taxes, etc.).

International Shipping Policy

Rockpals products are shipped to worldwide but generally, only free shipment for US.

Cancellation


We accept order canceled before the product is shipped or produced. If the order is canceled you would get full refund. We can't cancel it once the product is already shipped out. 



Return (if applicable)

We accept  to return products. Customers have the right to apply for a return within 30 days after the receipt of the product. 
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. To complete your return, we require a receipt or proof of purchase. Please do not send your purchase back to the manufacturer. Customers pay for the return shipping fee if it isn't the quality issue, and if the product has been used, the restocking fee of 30% is also charged. 

Refund (if applicable)


Once your returned item is received and tested, we would email you a notification of receipt. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.


Late or missing refunds (if applicable)


If you haven’t received a refund yet, please check your bank account first.
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, please contact us at brand@rockpals.com.

Please contact our Customer Service at brand@rockpals.com to get the return address.

For returning:

Step #1:
Contact our Customer Support Team at:
Telephone: US (877) 756-8666 Mon-Sun 9AM-5PM (PST)
Email: brand@rockpals.com

Please be prepared for the proof of purchase.

Step #2:
Support Team will try to solve the issue for you before it's returned and please ship it yourself and offer the tracking number for us to record and follow this case up. Once support agrees to replace one unit for you, you must properly package the product with original status including your proof of purchase and leaves one note written down your Order ID and Product defective detail.

Step #3:
Return the item to our warehouse in California:
Translead Group Warehouse
13668 Valley Blvd E1
CITY OF INDUSTRY, CA, 91746
United States
3128770696

Step #4:

Once the returned item is received and tested by our warehouse colleague, we would arrange replacement or refund to you within 1-2 working days.

For more questions about returning, please contact us: brand@rockpals.com or by phone at US (877) 756-8666 Mon-Sun 9AM-5PM (PST).