FREE SHIPPING ON ORDERS OVER $99 (Contiguous US Only) $5 Flat Rate Shipping Every Time*
Contact us

M-F: 9am - 5pm PST

800-763-8390

Live Chat

Email Us at support@rokhardware.com

Holiday Schedule

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

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

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

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 support@rokhardware.com with your order number or part number or  Click here 

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.

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  support@rokhardware.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.

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.

Do you charge a restock fee if I return my order?

Many of the brands we carry charge restock fees on returns that are not damaged/defective, view the relevant restocking policy in our Manufactuer Restocking Fee Directory.

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?

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.

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