Return Policy

Cancellation

We accept order cancellation before the product is shipped or produced. If the order is canceled, you will get a full refund. We cannot cancel the order if the product is already shipped out.
If you want to cancel the order, please contact us at Support@rockpals.com first, and write the subject of the email: {YOUR ORDER NUMBER} Cancel Order

Returns (if applicable)

Rockpals offers a 30-day of the date of purchase money-back guarantee for goods purchased directly from Rockpals.com.
The product is returned in the original packaging, with all materials included, in new or as-new condition, and be accompanied with a return authorization number. returns may be rejected if items do not meet the above requirements.
If you want to return the product, please pick up the package first. Then contact our customer service email: Support@rockpals.com to obtain a return label; we do not accept return packages without a return label.
Please note that a double return shipping fee may be deducted from the final return if you directly reject the products.

Please return the products within 7 days after we issue you a return label. otherwise, the label will expire, and we will not issue a refund. If you cannot return within 7 days, please contact customer service in advance.

Notes

*Custom-order or personalized items do not have a right to return & refund.
*For more than 30 days, it is not a product quality issue, and we do not accept the return refund requested by the customer.
*If it is not a product quality issue within 30 days; we'll charge the 5% handling fee (including transaction fee) + shipping cost.
*For quality issues within 30 days, we will give you a full refund or one-time free replacement after receiving the goods.
*For quality issues of more than 30 days, apply to the warranty policy.
*For orders outside the continental U.S., Rockpals refunds the cost of the product itself
*For international orders, Rockpals is not responsible for any shipping charges.

Refunds (if applicable)

Once your return is received and inspected, we will 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 15 days.

Late or missing refunds (if applicable)

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, please contact us at Support@rockpals.com.

If you have any questions, please feel free to contact us at Support@rockpals.com.