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Shipping and Handling

Lost or Damaged Shipments

If your package was lost or damaged, please contact USPS or UPS first and then email our team so that we can investigate the delivery with the package carrier.

Lost or damaged packages must be reported to us within 24 hours of the carrier-reported delivery date. Unfortunately, package theft is increasingly common, and we are not responsible for items stolen from residences or businesses.

In the rare event that a package is lost (This means there is no movement on your tracking number and the packaged was NOT marked as delivered), we will work with the shipping company to conduct a lost package search.

In most cases of damaged packages, we will need to inspect the damaged product before sending a replacement. In cases in which the shipping company confirms it damaged the package, a replacement can be sent once the carrier has taken possession of the damaged product.

In the event of weather conditions delaying any orders Rock’em will not be responsible and will not offer refunds.

We recommend keeping close attention to the tracking number received and make sure you will be available to receive the delivery upon arrival.

Why was my order cancelled?

We strive to fulfill every order placed. However, some cases/circumstances may lead to an order cancellation. Here are some reasons why it could have been cancelled:

Loss Prevention:

All orders go through a screening by our Loss Prevention team. Our customer service department will be reaching out to you for clarification or information to process this order. If we are unable to obtain the necessary information, after several failed attempts to getting in contact with them to give them product options on their orders unfortunately we must cancel the order.
Action Required: If our Customer Service team contacts you regarding your order, please respond at your earliest convenience to avoid this from happening.

Insufficient Inventory Notice:

If you receive a Insufficient Inventory notification, it means we had to cancel your order due to insufficient inventory. We strive to minimize this occurrence, unforeseen events may lead to inventory shortages. If after 2 weeks of trying to contact the client, without any response from the client, we have the right to cancel the order.

Lost or Damaged Shipments

If your package was lost or damaged, please contact USPS or UPS first and then email our team so that we can investigate the delivery with the package carrier.

Lost or damaged packages must be reported to us within 24 hours of the carrier-reported delivery date. Unfortunately, package theft is increasingly common, and we are not responsible for items stolen from residences or businesses.

In the rare event that a package is lost (This means there is no movement on your tracking number and the packaged was NOT marked as delivered), we will work with the shipping company to conduct a lost package search.

In most cases of damaged packages, we will need to inspect the damaged product before sending a replacement. In cases in which the shipping company confirms it damaged the package, a replacement can be sent once the carrier has taken possession of the damaged product.

In the event of weather conditions delaying any orders Rock’em will not be responsible and will not offer refunds.

We recommend keeping close attention to the tracking number received and make sure you will be available to receive the delivery upon arrival.

Why was my order cancelled?

We strive to fulfill every order placed. However, some cases/circumstances may lead to an order cancellation. Here are some reasons why it could have been cancelled:

Loss Prevention:

All orders go through a screening by our Loss Prevention team. Our customer service department will be reaching out to you for clarification or information to process this order. If we are unable to obtain the necessary information, after several failed attempts to getting in contact with them to give them product options on their orders unfortunately we must cancel the order.
Action Required: If our Customer Service team contacts you regarding your order, please respond at your earliest convenience to avoid this from happening.

Insufficient Inventory Notice:

If you receive a Insufficient Inventory notification, it means we had to cancel your order due to insufficient inventory. We strive to minimize this occurrence, unforeseen events may lead to inventory shortages. If after 2 weeks of trying to contact the client, without any response from the client, we have the right to cancel the order.