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: 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: Can you ship
internationally?
Q: Are clearance items final sale only?
Q: Can I order COD from your rockydirect.com?
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 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. This 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 the Order Summary there is a box labelled "B: Refund" which
should be marked if a refund is required. Your refund will
be issued in 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. 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. Please visit www.rmtcpromo.com for more information.
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. Please visit www.rmtcpromo.com for more information.
Q: How is my order going to be shipped?
A: We use Canada Post to ship packages within Canada and the Unites States Postal Service to ship orders within 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. Subject tro stock availability.
Q: Can you ship internationally?
A: NO. We can only ship to areas in Continental North America.
Q: Are clearance items final sale only?
A: YES. All items purchased from the online clearance center are final sale only.
Q: Can I order COD from your rockydirect.com?
A: NO. To place a COD order you must call one of our customer service reps. Our order desk is open 24 hours a day 7 days a week at 1-888-377-6259.
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