FAQs
Welcome to our support portal
Frequently Asked Questions
- 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.Read more
- 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.Read more
- 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.Read more
- 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.Read more
- 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 [email protected]. 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.
Read more - 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.Read more - 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.Read more
- 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.Read more
Latest Questions
- Restocking fee by manufacturer?
Many of the brands we carry charge restock fees on returns that are not damaged/defective, view the relevant restocking policy for the brand you are interested in.
Please check this link Restocking Fee ScheduleRead more - How do I get a catalog of your products? We add new products on a daily basis and have found it difficult to keep a catalog up-to-date. All of our products can be found on our website. If you cannot find what you are looking for, or have a special request, please don’t hesitate to give us a call at 1-800- 763-8390.Read more
- Do you have any coupon codes? Because of how low our prices are, we do not offer coupons on our products. Rok Hardware is transparent in its pricing. Our tier pricing allows customers to maximize their savings by being able to order in larger quantities and receive greater discounts. We offer the best prices online to the public.Read more
- Do you offer a Wholesale account? Yes. Please contact us first.Read more
- Why should I create an account? Having an account offers many features, which make using and ordering from Rok Hardware easier.
- Track previous orders that you have placed, just in case you can't quite remember what cabinet pull you ordered months ago.
- Manage a personal portfolio for organizing your next hardware purchase with ease.
- Save multiple shipping addresses as well as your billing address to save you from tedious typing in the shopping cart.
- Receive occasional special offers via email on products of interest.
- Your information is kept strictly confidential, and is not shared with anyone under any circumstances. The account is simply a way to make ordering that much easier.
Read more - Is it free to create an account? Yes! Creating an account with us is completely free.Read more
- Why do I have multiple charges from your company? When an order is placed with our company, you are given a grand total of that order. We bill your credit card for this amount at the time the order is placed. You will only see multiple charges on your card if you added additional products to your order after it was placed/processed or if you have asked for an alternative shipping method.Read more
- Do you accept checks? Checks are not accepted at this time. However, you can pay with your bank account with Paypal’s secure payment portal. Just select “Paypal” as the payment option upon checkout.Read more