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. For in-store purchases, you will need the receipt. The return date will be determined by the date of the return and exchange portal submission. To begin your return, please use the Exchange and Return Portal found here: https://shop.rockhall.com/a/return 

We will exchange identical items for different sizes or colors only. 

If you need additional assistance, please contact Rock Hall’s customer service at ecommerce@rockhall.org

No refunds will be issued for missed promotion/sale codes. Order cancellations may be requested, however we cannot guarantee cancellations before fulfillment occurs. In the instance that your order is fulfilled, you may return the items for a refund, minus all shipping costs.

All purchased memberships through the online shop are non-refundable. No exceptions. Turntables and heavy items are only eligible for a refund if possible.

We are not responsible for items that are undeliverable or marked as delivered. If you have an issue with delivery, please contact the carrier that handled your package and submit a claim.

The following items or situations are not eligible for a refund or exchange: clearance, wearable items that are washed, worn, used or missing the hangtag; fashion items; EarthQuaker Devices Pedals; Guitars; facemasks; undergarments; open media; and perishable goods. Items marked as Final Sale are also not eligible for a refund or exchange.

Order Issues

The customer is responsible to email ecommerce@rockhall.org within three(3) days of the postmarked delivery date for any issues regarding the order. Issues include but are not limited to: broken merchandise, incorrect sizes, or missing items.

For returns and exchanges, the customer must submit a request within 30 days from the delivery date: https://shop.rockhall.com/a/return 

Return or exchange requests expire after 30 days of submission.

 

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. No refunds or exchanges on EarthQuaker Devices Pedals.

 

Damages or Manufacturing Defects

Please inspect your order upon receipt and contact us within three(3) days if an item is damaged or defective, or if you receive the wrong item, so that we can evaluate the issue.

 

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 Shop’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 only accept exchanges on Rock Hall merchandise that was received as a gift. We will exchange Rock Hall merchandise that was received as a gift for identical items in different sizes or colors only. Please reach out to ecommerce@rockhall.org to start your exchange process.

 

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.

Our Web Accessibility Pledge

The Rock & Roll Hall of Fame desires to provide a positive experience to all of our visitors, and we aim to promote accessibility and inclusion. Our goal is to permit our visitors to successfully gather information and transact business through our website. Whether you are using assistive technologies like a screen reader, a magnifier, voice recognition software or captions for videos, we hope that your use of our website is a successful and enjoyable experience.  We view accessibility as an ongoing effort, and we continue to explore ways to improve usability of the site for all visitors, including those with disabilities.

Please email us for assistance at ecommerce@rockhall.org, and we will use our best efforts to respond to your request within a commercially reasonable time. Also, please contact us at the above email address if you have any feedback or suggestions as to how we could improve the accessibility of this website.