Orders & returns

Check or change an order

Track your order or sign in to your account. For cancellation requests or an incorrect shipping address, call 800-763-8390 as soon as possible. Changes and cancellations must be confirmed by our team and cannot be guaranteed once fulfillment has begun.

Return eligibility and deadlines

Request a return within 30 days of delivery. Items must be unused and in their original packaging. All returns require authorization before shipping anything back. Once approved, ship your return within 14 days of approval.

Nonreturnable items

Colonial Bronze products, custom-made items and special-order items are nonreturnable for change-of-mind returns. If an item is incorrect, damaged or defective, the exception below applies.

Restocking fee

For eligible returns for reasons not caused by ROK Hardware, including a change of mind, a flat 20% restocking fee applies to the price paid for the returned items after discounts, excluding tax. This rate applies across all manufacturers; separate manufacturer fees do not apply. The fee covers our original shipping costs, which will not be deducted again.

Return shipping and nonrefundable charges

Customers pay return shipping for change-of-mind returns. Expedited shipping charges and additional shipping charges for Alaska, Hawaii, U.S. territories and international destinations are nonrefundable for change-of-mind returns. These charges are not refunded and are not deducted again from the merchandise refund.

Incorrect, damaged or defective items

If you receive an incorrect, damaged or defective item, contact us to arrange a replacement or refund. No restocking fee applies, and ROK Hardware covers return shipping. Please contact us before sending the item back.

Request a return

Email support@rokhardware.com to request return authorization. Include your name, order number, SKU, quantity and reason for return, plus photos for incorrect, damaged or defective items. Our team will provide your authorization number and return shipping instructions. Use the return address provided, pack securely and keep your tracking number.

Refund method and timing

Refunds are issued to your original payment method within 5–7 business days after we receive and inspect your return.