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 firstname.lastname@example.org 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?
Order cancellations are time sensitive. You may cancel your order at any time prior to ship out, if it is confirmed to still be ‘in process’. 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 leave a voice message and e-mail us at email@example.com .
If your order has been marked as ‘shipped’ we will be unable to cancel the order and must allow the shipping and delivery process to proceed. A standard return, including the return shipping fee, may be processed after delivery if you do not wish to keep the item.
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 firstname.lastname@example.org. 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.
Do you offer discounts on kitchen and bathroom cabinetry?
Federal, State/Local Military, Law Enforcement and Fire Departments Discount Program (California Only)
Rok Hardware & Cabinets honors our federal and state/local government employees from the following agencies in Los Angeles, Orange, Riverside, San Diego and San Bernardino Counties by providing a 20% discount off of all cabinet purchases.
- Active Duty
Our First Responders:
- Fire Department Employees
- Police Department Employees: Includes State Troopers, County Sheriffs, City Police Departments
Identification is required at time of placing deposit.
Rok Hardware & Cabinets thanks you all for your service in protecting our Nation and our Communities!
What does it mean when a product says "signature required"?
The Manufacturer for the product in question requires your signature upon delivery (in person, no exceptions). 3 attempts will be made for delivery. If you are unable to sign for the package(s) and it is returned, full restock fees will apply. Please call our customer service with any further questions.