FAQ

CONTACT US

Submit a Question to: ecommerce@rockhall.org

Help Us Help You: when contacting our Customer Care team, please include the following information so we can resolve your issue as quickly as possible:

  • Your name
  • Your order number (if you have one)
  • A description of your issue
  • Your desired resolution

All inquiries are typically responded to within 48 business hours

 

FEES

How do you calculate International taxes, customs fees, or duties?

If your order is shipping outside of the US, you are likely to be charged customs fees (taxes, duties, processing fees, etc.) before delivery can be completed. The shipping charges applied to your order do not include customs fees. For any issues regarding customs or duty fees, please contact your local customs office. These fees cannot be refunded, as they are not charged by us. If you refuse to pay the customs fees when your order arrives, the shipment will be returned.

Unfortunately, we are unable to estimate customs fees, taxes, duties, etc. The delivery of your order could be delayed due to customs processing. If your order does not arrive in a reasonable amount of time, you should check with your local customs office to see if they are holding the package for payment of fees. Also, please be aware that some customs offices will send a separate invoice for your customs fees that could arrive several weeks after you receive your shipment. Please be familiar with the customs charges in your country before you order.

*CANADIAN CUSTOMERS ONLY*:

Duties may be collected on checkout vs upon delivery. Please see checkout page for details.

 

ORDER STATUS

How do I check the status of my order?

Upon check out you will be asked to provide an email address of phone number. This contact information will be used to send your Order Confirmation. Please refer to the order status link in your Order Confirmation you received after placing your order. Once your order ships, your tracking number will be enclosed in the shipping confirmation email or text message you receive.

You will receive a confirmation email or text message with tracking once your order has shipped. We thank you for your patience & understanding.

 

SALES

I do not see an item online that I want, is it available?

The website reflects all currently available items. Merchandise is limited to the items, colors and sizes displayed in our online store. Be sure to check the website regularly to see if specific items become available at a later date and subscribe to the newsletter for the latest on new products, back in stock notifications and promotions.

 

Why am I only able to use one discount code per order?

For all orders, we only accept one discount per order and customers cannot combine discount codes. There may be items excluded from promotions and free shipping language.

 

When will my order be processed?

Most in-stock orders are processed and shipped within 1-3 business days. Please refer to the product page for details as some items may require additional processing time. All new orders are subject to address and billing verification and approval. We are unable to cancel, change, or make any edits to an order once it reaches the fulfillment stage.

 

SERVICES

Can I make changes to my order?

Please note that we are unable to cancel, change, combine shipping or add items to an order once it has reached the fulfillment stage. 

Although order change or cancellation requests are not guaranteed, we will make every effort to accommodate your request. For faster assistance, contact us via e-mail within 24 hours of submitting your order.

 

My payment was declined, can I still place an order?

If your method of payment has been declined and you are unable to place an order, please reach out to your credit card provider for clarification and further assistance. You are welcome to process your order with a different credit card, Apple Pay, or Google Pay.

 

Why was my parcel was returned to you as "Undeliverable mail"?

Please ensure your shipping address is correct. All packages returned to us deemed as undeliverable due to an incorrect address may be subject to additional fees.

 

What are the charges for shipping inside of the US?

Shipping costs for US orders vary based on content and the destination. To determine available shipping options and costs, please add all desired items to your shopping cart and proceed to checkout. Please note that weight, dimension, and size may affect the total shipping cost on some items. A tracking number is available for all U.S. shipments. The quoted delivery time for each shipping method is an estimate.