Frequently Asked Questions

The following page has been designed to address the questions our customers ask the most.  If you have a question that doesn't appear below please email us info@rockydirect.com we would be glad to help you as best we can.

Click on the questions below to view the answer or scroll down the page to view all the frequently asked questions and answers.

Q: What is Sherpa Fleece?
Q: How is my internet order processed?
Q: Is my Order Summary in Canadian or American dollars?
Q: Can I get a COD sent to the United States? 
Q: If I send a check when will my order go out? 
Q: If I send a Money Order when will my order go out?
Q: How do I get a refund for a product? 
Q: How do I return/exchange an order? 
Q: Can I get an exchange or refund on an embroidery order?
Q: Can I have my embroidery order sent COD?
Q: How is my order going to be shipped? 
Q: How long will it take to receive my order? 
Q: If I have a backorder on a COD package will I be required to pay for it when it comes in?
Q: Can you ship internationally?

Q: What is Sherpa Fleece?
Sherpa Fleece is a non-sheared version of regular fleece. 

Q: How is my internet order processed?
A: Internet orders are processed instantly. Your credit card will be debited for the amount you see on screen at the time of purchase. If you are using a US credit card your credit card will be debited in CAN dollars and will then be converted by your credit card company into US dollars based on the current exchange rates.

Q: Is my Order Summary in Canadian or American dollars?
A: All of our Order Summary's are printed in Canadian dollars. If you are using an American credit card your credit card company will convert the price to American dollars using the current exchange rate.

Q: Can I get a COD sent to the United States
A: Unfortunately we are unable to send any COD to the United States. All American orders require a Credit Card or Cheque to be sent to us.

Q: If I send a cheque when will my order go out?
A: For personal cheques we are required to hold off on sending your order for 10 business days. That is a precaution that we take to ensure the cheque will clear.

Q: If I send a Money Order when will my order go out
A: Money Orders will be dealt with as if they are cash. If for some reason the Money Order is short a COD will be affixed to the package for the difference in amount.

Q: How do I get a refund for a product?
A: On the back of our Order Summary there is a box which should be marked if a refund is required. Your refund will be given using the same method that was used to pay for the order. For example if the order was paid for by COD a cheque will be sent to the address on you Order Summary, or if a Credit Card was charged for the order the same Credit Card will be refunded. No refunds will be given for products that have been damaged or have not been returned to us. Shipping charges will not be refunded

Q: How do I return/exchange an order?
A: All you have to do is fill out the back of your Order Summary stating exactly what you would like us to do and resend the package to us. All orders being returned to us from within Canada should use Canada Post. All American orders being returned to us should use United Postal Service and are required to affix the "Return to Canadian Originator" sticker to the front of the package, and get a Return Authorization Number from one of our operators. Both Postal services require a small fee which you are required to pay for. All refunds/exchanges will be shipped back to you with no extra shipping charges. If the item you are exchanging for is worth more you will be required to pay the difference between the two items.

Q: Can I get an exchange or refund on an embroidery order?
A: No, once an item has been embroidered it can not be exchanged or refunded.

Q: Can I have my embroidery order sent COD?
A: No, all embroidery orders are pre-paid.  Once we embroider a product it can not be returned and resold.  For that reason we do require pre-payment for all our customer embroidery

Q: How is my order going to be shipped?
A: We use Canada Post and United Postal Service to ship all or our orders throughout Canada and the USA.

Q: How long will it take to receive my order?
A: If the order is going out regular it will take 7-10 business days. If it has gone out express it should take 5-7 business days.

Q: If I have a backorder on a COD package will I be required to pay for it when it comes in?
A: No. When the original order was sent out the COD was for the full amount, that way as soon as we have your backorder ready to go it will be sent to you free of charge. If your backorder was not on a COD package there will be be no extra charge when we send it to you.

Q: Can you ship internationally?
A: NO.  We can only ship to areas in North America.

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