Refund/Exchanges Policy
SHIPPING, RETURNS & EXCHANGE POLICY
General Return Policy
We will generally accept any unwashed/unworn/unused merchandise items for return or exchange within 30 days of delivery (within 45 days of purchase for shipments outside of the United States). You will need the receipt or proof of purchase. The return date will be determined by the postmark on the returned package.
We will exchange identical items for different sizes or colors only.
To begin your return, please use the Exchange and Return Portal found here: https://shop.rockhall.com/a/return
If you need additional assistance, please contact Rock Hall’s customer service at ecommerce@rockhall.org.
When shipping items back, you should address returned items to:
Rock & Roll Hall of Fame + Museum,
Attn: Rock Hall Store Returns,
1100 Rock & Roll Blvd.,
Cleveland, OH 44114-1022.
The following items or situations are not eligible for a refund or exchange: wearable items that are washed, worn, used or missing the hangtag; facemasks; undergarments; open media; and perishable goods. Items marked as Final Sale are also not eligible for a refund or exchange.
Refunds
Returns made in accordance with this policy will be credited to the original payment source or shall be shown as a reversal on the applicable credit card statement and may take up to 7 to 10 days to process. If the original payment source is unavailable, we reserve the right to issue a refund check to be mailed to the billing address provided on the order. Shipping and handling charges are non-refundable.
Damages or Manufacturing Defects
Please inspect your order upon receipt and contact us immediately if an item is damaged or defective, or if you receive the wrong item, so that we can evaluate the issue and make it right.
Return Shipping Fees
Except in the event of damages in shipment or manufacturing defects, you are responsible for the cost of return shipping. If you have questions about the cost of return shipping, please contact Rock Hall’s customer service at ecommerce@rockhall.org.
We are not responsible for returns damaged or lost in transit. We recommend you use a traceable return shipping method and/or insure your return package to ensure successful delivery back to us.
Returns or Exchanges of Gifts
We accept returns on Rock Hall merchandise that was received as a gift. Please note that a refund or any financial adjustment made on the order will be applied to the original form of payment only (i.e., to the credit card or purchaser who made the purchase) and can only be made within the general return window. If you are not the original purchaser, please include the original purchaser’s name and zip code to help expedite the process.
We will exchange Rock Hall merchandise that was received as a gift for identical items in different sizes or colors only.
Embargoed Countries and Non-Delivery Areas
On advice of our shipping partners and/or pursuant to federal laws and regulations, we cannot accept orders for certain countries and locations, which may change from time to time. The following countries or locations may have such restrictions although the Rock Hall and its shipping partners reserve the right to update such list to comply with company policies and legal requirements:
Central African Republic
Comoros
Crimea (Region of Ukraine)
Cuba
Equatorial Guinea
Falklands
Guinea Bissau
Iran
Johnston Island
Kiribati
Libya
Mayotte Island
Myanmar
Nauru
Niue
North Korea
Saint Pierre Et Miquelon
Sao Tome & Principe
Sierra Leone
Solomon Islands
Somalia
St. Helena
Sudan
Syria
Tajikistan
Tokelau Islands
Turkmenistan
Tuvalu
Wake Islands
Duties, Customs and Additional Fees
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 generally do not include these fees. For any issues regarding customs or duty fees, please contact your local customs authorities. 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 may be delayed, confiscated or returned to us.
Unfortunately, we are unable to estimate customs fees, taxes, duties, etc. in each of the jurisdictions to which we ship. 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 regulations and charges in your country before you order.
Delays in customs are becoming increasingly common. Final delivery may take longer to some international destinations due to border restrictions and potential holds at customs. Unfortunately, we cannot control or prevent this type of delay. Please be sure to include a local telephone number and email where you can be reached when placing your order. We recommend checking with your local customs authorities in advance of ordering to determine your country's specific import requirements.