To begin a return or exchange please follow the link below:

Start your exchange here

Can I return my purchase?

Legal Notice

Rock’em will gladly accept an exchange for store credit within 30 days of purchase arrival. If you are attempting to exchange your item after the 30 days, Rock'em reserves the right to refuse your request to exchange or issue store credit.  Our inventory changes daily and the item request may not always be available in the size requested for the exchange, in the case that the item is not available in the size desired we may offer you to select another item equal in price or offer store credit for a future purchase. We do NOT offer refunds instead we offer store credit or exchange for an item of the same value as the one originally purchased.

Once we receive your return, please allow 7-14 business days for processing

Boots may be exchanged or credited only if the soles are unscratched and the boots are in new condition. When trying on boots, be sure to walk only in carpeted areas until you are sure that your boots fit correctly.

Hats, with the exception of open crowns, may be exchanged or credited if they are in as-new condition. 

Unfortunately, we are not able to reimburse you for any shipping costs you incur when purchasing an item at ShopRockem.com. Customer is responsible for the return shipping cost to and from unless going through our VIP checkout. 

What does the "Free Return Shipping" Product Offer?

Rock'em will cover shipping charges, up to 2 times, for returns made by a customer who has purchased the VIP "Free Return Shipping + Package Protection" product. This lasts 30 days after your initial purchase's arrival date.

Important: This offer specifically covers return shipping costs, up to 2 times. It does not allow for an unlimited number of product exchanges without paying for the additional product cost.

How long before I can exchange my item?

Our policy lasts 30 days after initial purchase arrival day.

For information on how to get an exchange/store credit started please send an email to

support@shoprockem.com

• Items that are stretched out are final sale and are not returnable.

• All items on Final Sale are not eligible for returns/exchanges.

• All Jewelry is Final Sale
  
  

Shipping & Handling

ALL orders will be processed within 1-3 BUSINESS DAYS (excludes holidays and weekends)

Once the order has been fulfilled please allow 3-7 Business days for your order to arrive based on your location.

In the event of weather conditions delaying any orders Rock’em will not be responsible and will not offer refunds.

We HIGHLY ENCOURAGE YOU to track your shipment and make sure you will be available to receive the delivery upon arrival.


In-Store Pick Ups

Our timelines vary by the requested pick up location.

• Airline: 2-3 days
• Harwin: 2-3 days
• Dallas: 7 days
  
  

Lost or Stolen Packages

If your tracking shows "delivered" but you can't locate your package, or your package appears lost in transit, you must contact the carrier directly within 24 hours of the carrier-reported delivery date to open a claim. This includes packages delivered to the wrong address or stolen after delivery. We are unable to send a replacement or issue a refund until the carrier claim process has been completed. Once your claim is resolved with the carrier, contact us with your claim number and we'll take care of the next steps.

Damaged Packages

If your order arrives damaged, contact us within 24 hours of delivery so we can assist you. Please keep the damaged product and packaging. In most cases we'll need to inspect the item (or have the carrier take possession of it) before a replacement can be sent.

Can my order be cancelled?

Once an order is received it may not be canceled. Rock’em may offer store credit in exchange of the total amount paid at checkout for orders that have not been shipped out. if the order has left our warehouse, the customer would need to wait for the order to arrive and begin the return process for exchange or store credit.

Why was my order cancelled?

We strive to fulfill every order placed. However, some cases/circumstances may lead to an order cancellation. Here are some reasons why it could have been cancelled:

Action Required

• If our Customer Service team contacts you regarding your order, please respond at your earliest convenience to avoid this from happening.

Insufficient Inventory Notice:

• If you receive a Insufficient Inventory notification, it means we had to cancel your order due to insufficient inventory. We strive to minimize this occurrence, unforeseen events may lead to inventory shortages. If after 2 weeks of trying to contact the client, without any response from the client, we have the right to cancel the item.
  
  

My question is not addressed...

If you have any inquiries regarding return or refund, reach out to us.

Email us your Name on the order & ORDER NUMBER to the following email:

support@shoprockem.com