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Rok Hardware observes the following holidays, and will be closed on:
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We ask that you please inspect your product within 24-48 hours of delivery and contact us immediately if there is any issues that need to be addressed in terms of shipping damage or manufacturer defect. If you are just not satisfied with the product or it will not work for your needs, you may return the product at your expense, in like-new condition with original product packaging, within 30 days of delivery to you. Any expedited or additional shipping fees to Hawaii, Alaska, Puerto Rico, or International destinations are not refundable. Customers who place orders online are responsible for the accuracy of their product selection and information entered. Customers who place orders by phone or chat must review their receipt for accuracy within 24 hours of purchase.
For orders under $99, no restocking fee will apply, only original shipping cost. For orders over $100 a 10%* restocking fee will be issued.
*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 firstname.lastname@example.org with your order number or part number or Click here
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.
Credit will be issued once we have confirmation that our warehouse received the item and passed our quality control inspection (must be in re-sellable condition per return policy). From the date of delivery to our returns department, you can expect 3-5 business days for the return to be successfully processed and refunded.
Credit will be issued to the payment method that was used on the original order. Please allow up to 5 business days for your credit card company or PayPal to process this request after submission.