FAQ's
As you may have gathered by now- we here at the R.I.O. team LOVE to find our Customers amazing apparel & Accessories & oh so so much more. However, none of that means anything without providing excellent Customer Service, which we strive for with every interaction. We are here to answer any questions you many have about our Products, Changes in your Order, Shipments, or whatever you might need.
Most of our products are sourced from hand-selected vendors all over the world, which is how we can bring you such amazing items at such great prices. As a result, shipping times may vary and orders may come in separate packages.
Packages are not insured, so please make sure you are shipping to a secure location.
DO YOU HAVE A PHYSICAL STORE TOO?
While we are based locally out of the Midwest in Bartlett, IL (a western suburb of Chicago, IL); we are online only & do not have a physical store front at this time. However, we do have a pop-up of select items in Bloomingdale, IL & offer private events, as well as attend various local vendor events as well- please check out our event's section & come see us soon!
HOW LONG UNTIL I AM ROCKING MY NEW GOODS?
We have recently updated our vendors, to improve on quality as well as shortening delivery time- and in order to provide US based goods! Standard Shipping across the United States can expect a 5-7 Day Shipping Time, in addition to allowing for 1-3 business day processing of your orders. Due to a few select products we offer coming from all over the globe, we do apologize but some of our items do take longer to receive, possibly 2-3 weeks, but we promise they are worth the wait! (These items will also have *may experience shipping delays up to 3 weeks* noted in the product description)
Please also keep in mind, our custom items will take longer to prepare before we can get them shipped out. If you have a deadline you need to meet, feel free to reach out to us and we will do our best to meet your needs.
HAS MY PRODUCT SHIPPED?
Once you have placed your order, you should received an email confirming your order, followed by an email confirming your order was shipped within 3 business days. For items with longer shipping windows, this may take up to 7 days (holidays & weekends pending). Feel free to reach out to the shop, sales@rockitoutshop.com with any questions regarding the status of your order, we will do our best to get back to you ASAP!
I RECEIVED THE WRONG PRODUCT OR THE PRODUCT IS DAMAGED.
In either case we do apologize for the inconveniences that you may have experienced. We are using a partner shipping company with our vendors to package and ship some of our merchandise, in order to bring you our products as efficiently and quickly as possible. Please contact us at sales@rockitoutshop.com with the details of your order and any issues you might have encountered. We will do everything we can to make it right. We can either issue a refund, shop credit, or ship you out the correct or new undamaged product. We may request the original product be returned as well, at your cost.
WHAT IF MY PRODUCT SAYS IT WAS DELIVERED, BUT I DIDN'T RECEIVE IT?
We are not responsible for packages once they have been delivered to your mailbox or left at your address. Please make sure you are shipping to a secure location. Please contact your local Post Office with your tracking number/s available. We will do our best to work with you to track down shipment details in any case.
HOW DO I PROCESS OR START A REFUND?
At the bottom lower left side of our website we have a Refund page. When you select this tab, you enter your Name and Order number.
YOU MUST HAVE THIS IN ORDER TO PROCESS A REFUND.
Or select Refund Policy.
Please note return processing may be delayed due to COVID-19, we apologize for any inconvenience. If you need your return processed in advance, please reach out to us.
CAN I CANCEL MY ORDER?
Once you place an order with Rock. IT. Out. Shop and your payment is received, our fulfillment center is automatically notified. We are only able to cancel your order if the fulfillment center has not yet processed and shipped your product to the listed address. If your order has already been shipped, then Rock. IT. Out. Shop will be unable to cancel your order. But once you received your order and you wish to return it, please follow the Refund Policy. Note- we do not offer refunds, returns or exchanges for custom items.
WHAT IF I THE CUSTOMER ENTERED THE WRONG ADDRESS?
You, as a customer, are responsible for providing Rock. IT. Out. Shop with the Correct Mailing Address. The R.I.O. team is NOT responsible for items that have been mailed to the provided address, if that mailing address was entered incorrectly by you, the Customer. We, at Rock. IT. Out. Shop, will try to track down the product if it was returned to sender. Not all packages that are mailed to incorrectly provided addresses are Returned. These Packages are considered LOST or STOLEN after being delivered. Rock. IT. Out. Shop is NOT RESPONSIBLE for lost or stolen Packages once Delivered. Please contact your local Post Office and provide them with your tracking number/s for further assistance.
Packages are not insured, so please make sure you are shipping to a secure location.
HOW DO I LEAVE A REVIEW ON YOUR SITE?
Most of our products have a place for a review at the bottom of the page. Look up a product and select it. Scroll to the bottom of the page and enter your Review or Comment. Or you can contact us on our CONTACT US page.
HAVE A QUESTION YOU DON'T SEE HERE?
Whether you want more information about our boutique’s free shipping or you want to know more about our return labels, please reach out to use with questions we haven’t already answered. You can email us at info@rockitoutshop.com. Or you can contact us on our CONTACT US page.