• FREE SHIPPING ON ORDERS OVER $99 (Contiguous US Only)
Contact us

M-F: 9am - 5pm PST

800-763-8390

Live Chat

Email Us at Sales@rokhardware.com

Holiday Schedule

Rok Hardware observes the following holidays, and will be closed on:

  • New Year´s Day
  • Easter Sunday
  • Independence Day
  • Thanksgiving Day
  • Christmas Day

Frequently Asked Questions

My Order

Can I Order by telephone?

If you have a technical problem placing your order online, you may call Customer Service at 1-800-763-8390 or 949-215-7610. Please have the items quantities and SKU numbers available when you call to place your order. If you need assistance on finding the right product. please contact our support team at support@rokhardware.com with a detail description of what you need, a few images of your current product, and any part numbers or dimensions you have. 

Do you offer expedited shipping?

We currently do not offer an expedited shipping option on our website. If you require expedited shipping, please contact us first at 1-800-763-8390 (additional shipping fees may apply). If you are a Southern California resident, feel free to make an appointment to pick up your order at our Will Call center in Irvine. 

How will I know if I have a Back-order?

On occasion, an item is temporarily out of stock and is on back-order. If any part of your order is back-ordered, you will be notified via email. Within 24 hours of  the order placement you will know if any items, including quantities are back-ordered and an estimated shipping date. 

  • Back-ordered items are charged in full at the point-of-sale, just like in-stock items. This is to reserve the item with the manufacturer.
  • Prior to the shipping date, we will verify with the manufacturer or shipping warehouse that we are on track to ship. We'll notify you via email if there is a reason for additional delay.
  • If back-ordered items are confirmed as not shipped, the order CAN be cancelled. Items that have left the manufacturer or our facility CANNOT be cancelled.
  • To cancel a back-ordered item, contact customer service via email or phone and halt the shipment. We'll confirm your cancellation via phone or email, and credit or update your order.

How do I cancel my order?

If you have a cancellation request, you must contact our call center staff at 1-800-763-8390, as this allows us to process your request as quickly as possible. Due to the speed with which we process orders, it may be difficult to cancel. So, simply requesting a cancellation does not guarantee an order can be canceled. If you are calling after business hours or are unable to reach a customer service representative, please leavea a voice message and e-mail us at support@rokhardware.com. You may cancel your order up until the time it has left our facility. Once the items are en route, it then becomes a return and restocking fees may apply. If your order ships after a cancelation request has been approved, you may refuse the order from the shipper.

Can I order online and pick-up in store?

Yes, if you are a resident of Southern California, we have an Irvine pickup hub for your convenience. Please contact us first to ensure that your order is ready for pickup.

How soon will my order be ready for local pick up after I've ordered it online?

Most items will be ready for in-store pick-up within two hours after your order has been placed on RokHardware.com. It is recommended to contact us before picking up, because not all items are stocked in Irvine and may take up to 7 days to arrive.

How long will it take to receive my order?

Most orders ship the same day. All orders are shipped via USPS or UPS. USPS shipments typically arrive within 2-5 business days. Products larger than 12" x 12" x 5-1/2" will ship UPS Ground, which typically arrive within 4-8 business days.  

I place an order with the incorrect shipping address, what do I do?

Call us right away at 1-800-769-8390, and send us an email support@rokhardware.com. Orders are transmitted immediately to our warehouses, so we'll do what we can to make sure your items make it to the correct destination.

Do you provide Order Tracking?

Yes. Your tracking number will be automatically e-mailed to you immediately after your order has been processed and shipped.

How do I check the status of my order?

Registered users can log into their account and view the order history and details of any order they have placed online. Users who are not registered may determine the status of their order by contacting us via e-mail or phone.

Why did I receive part of my order but not all of it?

Most items on our website ship from our Irvine, California warehouse. Occasionally, some orders may be split into multiple shipments depending on available stock and/or customer shipping address. We strive to strategically ship products so that they will arrive to customers as quickly as possible.

It appears my order is delayed/lost, what do I do?

If your order was shipped via USPS and the package has missed its estimated delivery date, please allow at least 10 additional business days for the tracking to be updated. If tracking information has not been updated within 10 business days, contact us to have your order re-shipped. We cannot re-ship orders unless tracking has not been updated in 10 business days.

I received the wrong product, what do I do?

There are occasions when an order is shipped from multiple locations and will arrive at different times. In the event that all material is not delivered, please call Rok Hardware immediately. If you believe you have received the wrong product, please verify the item number of the item(s) you received compared to your order confirmation and/or invoice. If it does not match, please call Rok Hardware so we can assist in returning the item and have the correct one sent out.

Can I see my order history?

Order history can only be viewed for registered users. Registration is free and easy, by clicking here (link to registration page).

If you placed your order as a member, login to your account. Once you login, order history will be displayed on your dashboard. If you are unable to find your previous order, please contact us; we’d be happy to help you.

Shipping

Can I order online and pick-up in store?

Yes, if you are a resident of Southern California, we have an Irvine pickup hub for your convenience.
Please contact us first to ensure that your order is ready for pickup.

How soon will my order be ready for local pick up after I've ordered it online?

Most items will be ready for in-store pick-up within two hours of the time your place your order on
RokHardware.com. It is recommended to contact us before picking up, because not all items are stocked
in Irvine and may take up to 7 days to arrive.

How do you ship your orders?

Most of our orders are shipped via USPS First Class, Priority, or UPS Ground. For orders orders shipping to Alaska, Hawaii, US Territories, or Internationally, please contact us at support@rokhardware.com before placing your order. In your e-mail please include your shipping address, product part numbers and quantities for shipping quote. Your order may need to be shipped by another method such as USPS International Mail or UPS 2nd Day Air (additional fees and/or shipping charges may apply).

How long will it take to receive my order?

Most orders ship the same day. All orders are shipped via USPS or UPS. USPS shipments typically arrive within 2-5 business days. Products larger than 12" x 12" x 5-1/2" will ship UPS Ground, which typically arrive within 4-8 business days.

How does flat rate shipping work?

Flat rate shipping means that whether you purchase 1 item or 1000 items, you will only be charged a flat rate of $5.00 for standard shipping (Contiguous U.S. orders only). Most orders ship the same day. Orders over $99 will ship FREE (Contiguous U.S. orders only).

How do I qualify for free shipping?

Any orders over $99 qualify for free shipping (Contiguous U.S. orders only).

Do you ship internationally?

Yes. When you're ready to complete your order, be sure to review all of the items and quantities you’ve placed in your shopping cart. Next, e-mail us at support@rokhardware.com with the part numbers, quantities, and shipping address. You should receive a shipping quote within 24 hours.

When will an order ship?

Your order will be shipped depending on your time of order.
1 Orders placed prior to 2pm(Pacific Standard Time)
  • Order received at 12:00 pm on Monday
  • Order is processed on Monday
  • Order is shipped at the latest on Tuesday
2 Orders placed after 2pm(Pacific Standard Time)
  • Order is received at 3:00 pm on Monday
  • Order is processed on Tuesday
  • Order will ship at the latest on Wednesday
Delivery times are based on actual shipping dates. We will notify if there are any delays.
Please note: Most orders ship within 24 hours.

Do you offer expedited shipping?

We currently do not offer an expedited shipping option on our website, due to our quick handling times. If you are a Southern California resident, feel free to make an appointment to pick up your order at our Will Call center in Irvine. If you require expedited shipping, please contact us first at 1-800-763-8390 (additional shipping fees may apply).

Returns

Fill out a Return
Merchandise Authorization
Form (RMA).

Contact Rok Hardware Via
E-mail to receive your
RMA number.

Print your label and RMA
form and include it in your
package.

Ship your package. Once it
arrives at our facility, your
refund will be processed. 


What is your Return policy

Item must be unused and unopened in its original packaging for full refund (value of product – original shipping cost). Returns are not accepted for orders that are 60 or more days old. Customer is responsible for return shipping. For orders under $99, no restocking fee will apply, only original shipping cost. For orders over $100 or any other order that is returned out of its original packaging, a 10%* restocking fee will be issued. Products being returned must be shipped in original packaging and arrive in clean, re-sellable condition.

*Some products ship directly from the manufacturer; in these cases manufacturer restocking fees will apply. To find out if your order or product you are interested in is shipping directly from the manufacturer, please contact us via email us at support@rokhardware.com with your order number or part number. 

What items can be returned?

Qualifications for a General Return
  • Must be in re-sellable condition
  • Must be free from scratches and/or defects
  • Must not have been installed
  • Must have the original packaging for the item, and there cannot be any writing on the original packaging.
Qualifications for a defective return
  • Customer must inspect order immediately for damage
  • Customer must notify Rok Hardware of any damage within 48 hours
  • Contact Rok Hardware via E-mail or by phone at 1-800-763-8390
  • Do not dispose of damaged product, packaging, or boxes
Delivery times are based on actual shipping dates. We will notify if there are any delays.
Please note: Most orders ship within 24 hours.

Do I have to pay for shipping on my return?

Unless the item is defective, or we shipped the wrong product, the customer is responsible for return shipping costs.

How do I return my order?

Returns are hassle-free, but all returns must be pre-authorized. To receive your RMA (return merchandise authorization) form and number, email us at support@rokhardware.com. When contacting us, please include your full name, order number, and best number to reach you in case we have other questions. Once your return has been approved, prepare your package for shipping. Be sure to include the RMA form inside your package.

My order was damaged in transit, what do I do?

In the event of transit damage, please contact our Customer Service department immediately at 1-800- 763-8390. Please take photos upon delivery to submit to us. Claims for damage will be filed by us on your behalf (USPS or UPS). Report damaged or missing items within 2 business days of delivery.

When should I expect my refund?

We will process your credit once we have confirmation that our warehouse has received the item. Please allow up to two weeks for credit to be issued. Credit will be issued to the payment method used on the original order.

International or Non-Contiguous US

Do you ship outside of the United States?

We ship internationally. There is no minimum order. Our shipping offers, such as “$5 Flat Rate” and “Free Shipping Over $99” do not apply to international orders. Please contact us first before placing order, to get an accurate shipping cost.

I know what I want to order, now what?

When you're ready to complete your order, be sure to review all of the items and quantities you’ve placed in your shopping cart. Next, e-mail us at support@rokhardware.com with the part numbers, quantities, and shipping address. You should receive a shipping quote within 24 hours.

I received a shipping quote, how do I place my order?

Orders can be placed over the phone (preferred) with a Rok representative. You can also request a Paypal invoice for your order.

Exchange rate charge?

International customers will see U.S. pricing on the site, and will be charged in U.S. currency. Your credit card company will automatically convert the exchange to current rate.

Are custom fees and taxes included in my order?

There are no U.S. taxes; however, you will be responsible for any additional customs handling fees, duties and/or taxes. Because each country is different, and these fees change often, we do not know these fees. Your local post/customs office can give you this information.

Do international orders qualify for flat rate or free shipping?

Free or other flat-rate shipping and promotions do not apply to international orders.

Do you provide order tracking?

Yes. If shipped via USPS (US Mail), then tracking stops at the border.

Returns and Exchanges

We do not offer exchanges on any orders. However, customers can return international orders. Returns are hassle-free. Please contact Rok Hardware at support@rokhardware.com to receive the RMA Form and your RMA number. The customer is responsible for return shipping costs. Once the product safely arrives to our warehouse, Rok Hardware will issue a credit to the customer's card. The refund includes the price of the product minus restocking and original shipping fees. Restocking fees are based on the condition of the product. For unused products in their original packaging a 10% restocking fee will be deducted from refund amount. For products that are being returned used or removed from the original packaging, a 25% restocking fee will be applied.
For broken or damaged items, please contact Customer Service at 1-800-763-8390.
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