Rockin Sox

FAQ (Frequently Asked Questions)

Checkout FAQ:

Q: How do I combine several items into one order? [Added: 9/3/2008]

A: Items are automatically combined.  In order for your items to combine, please wait until all items have ended before proceeding to checkout.  If you go through checkout before all items have ended, the items that have not ended will not show up on your order.

Q: I went to checkout but all of my items are not showing, what do I do now? [Added: 9/3/2008]

A: Our checkout system is on constant alert to items ending on eBay and is usually pretty timely when updating orders.  Sometimes however there can be a delay and if this occurs, please try checking back in about 30 minutes.

Q: I went to checkout but my items are not combined.  How do get combined shipping? [Added: 9/3/2008]

A: There are a few reasons why your order does not include all items, most of which are because you proceeded to checkout before all your items have ended.  So long as you have not paid for your order (completed checkout), we can manually combine your items.  Please email us prior to completing checkout and we will be happy to manually combine your items and email you an updated checkout invoice.

Q: I’ve paid for my order but there is an item not on my order.  How do I add the item to my order so I can combine the shipping? [Added: 9/3/2008]

A: Once checkout has been completed, there is no way to add to the order. 

Q: Why do you use a checkout system? [Added: 9/3/2008]

A: Rockin’ Sox sells on several different sites, including two of our own websites.  Having a unified checkout system allows us to process orders very efficiently, the savings of which we are able to pass on to you, the buyer.

Did you know? If you would prefer send funds through Paypal and not go through checkout, that will be fine.  However, please email us and let us know that you’ve sent payment.  While we do receive Paypal payment emails, we receive hundreds per week.  Our checkout system is automated and to filter through 500 emails in order to find your payment is simply too costly.  If you choose not to go through checkout and choose not to email us so we can be on the lookout for your payment, your order will be significantly delayed, if it’s ever shipped.  It’s never our intention to not ship an order that has been paid for so please, just let us know.

Q: I only use Paypal and want to pay with Paypal.  How can I use my Paypal account to pay for my order? [Added: 9/3/2008]

A: Our buyers are located all around the world and many prefer to pay with their credit card, or a check or money order.  Our checkout system is simply a step between your eBay purchase and your payment with Paypal.  It also allows us to combine your items automatically without having to wait for us to process and email you an invoice.  What we will ask when you go through checkout is your preferred shipping address and your preferred payment method.  When you select Paypal as your payment method, you will then be directed to Paypal to complete the payment process.  This is the exact same thing that occurs when you pay through eBay.

Q: I selected Paypal and now you want my password.  I’m not going to give you my password.  How can I simply pay with Paypal without all of this hassle? [Added: 9/3/2008]

A: We understand that when making multiple purchases from multiple buyers, it can become a hassle to have to re-enter your shipping address multiple times and are continually looking for the best way to process checkout that will be efficient for both you and us.  We assure you that we are not asking for your Paypal password and will never ask you for any passwords or private account information.  When you select Paypal as your payment method, you are then directed to Paypal’s website to complete the payment process.  Paypal is asking you for your password, not us.  We can not simply ‘take’ funds from your Paypal account.  This is the exact same process that occurs when you ‘Pay Now’ through eBay’s checkout system.

Q: I went to checkout but it is trying to charge me for insurance.  I do not want insurance. [Added: 9/3/2008]

A: Insurance is optional for buyers with a United States address, including US territories and US military addresses.  If you do not want insurance, simply uncheck the box for insurance when selecting your preferred shipping method.  Note: UPS insures packages up to $100 in value so there is no reason for you to pay for added insurance.

If your shipping address is not a United States address, there is a mandatory insurance charge of $2.00 per order.  This is a fee we do not want to have to charge, but until the US Post Office begins providing tracking capability on all international orders and can accurately deliver all packages within the timeframe stated on their website, this fee protects both you and us from lost, misrouted, and significantly delayed packages.

Email FAQ:

Q: I’ve emailed you but you haven’t responded.  Why are you not responding to my email? [Added: 9/3/2008]

A: There may be a few reasons why we haven’t responded:
   1) If you’ve sent your inquiry through eBay’s MyMessages, be sure you are including your email address.  All communication is sent to your eBay registered email address.  If you do not supply your eBay registered email address, we can not reply to your email.
   2) It is possible we have responded to your email, but your spam filter has moved our email to a spam folder or some similar process.  Please check your spam settings.
   3) We may simply have not had a chance to reply.  Please allow at least 24 hours for a reply and even longer if you are emailing on Friday or Monday as we do not operate on weekends and Monday’s are heavy email volume days.  We are also closed on most US nationally recognized holidays.
   4) Your inquiry may be taking longer than normal in which to reply.  Typically these types of emails concern wrong items received.  Our current email system does not allow for us to reply to an email to simply state ‘we are working on your issue but do not have an answer at this time’ because doing so will remove your email from our queue.  We see this definitely as a problem and are working on finding a solution.  Please know that we are not simply ignoring you. [Added: 9/3/2008]

Shipping FAQ:

Q: I went through checkout, and you charged me more for shipping that what was stated in the listing. [Added: 9/3/2008]

A: We charge shipping based on total weight of your order shipping to your zip code/country.  As stated in the listing, the shipping fee is an estimated fee for US addresses and is based on an average rate for USPS Parcel Post, shipping from zip code 28603 to your zip code.  While it is not a perfect system, it is a fair system.  If you are located in zones 1-4, you will probably be charged slightly less than stated.  If you are located in zones 5-8, you will probably be charged slightly more than stated.

Did you know? -The US Post Office will never tell you this unless you inquire.. First class shipping and Priority shipping are the exact same service with one exception: First class is for packages weighing less than .80 pounds (12.80 ounces) and Priority is for packages weighing over 13 ounces.  So if you are offered First class as a shipping method during checkout, save yourself some money and select that method.  Selecting Priority will unnecessarily increase your shipping rate while not improving the shipping time.  Selecting Parcel post will both unnecessarily increase your shipping rate and could very well increase the shipping time.

International Shipping FAQ:

Q: Why was I not provided a tracking number? [Added: 9/3/2008]

A: We offer the US Post Office as a shipping provider for international shipping because it is by far the lowest cost shipping method available.  Tracking capability is limited by the services they offer:
   1) US Post Office First Class International – 14-30 business days to most destinations and does not offer tracking capability.
   2) US Post Office Priority Mail International – 6-10 business days to most destinations and uses a US Customs number for tracking purposes.
   3) US Post Office Express Mail International – 5-7 business days to most destinations and uses a special US Customs number for tracking purposes.

Item related FAQ:

Q: I accidentally bid on the wrong item, how can I correct this? [Added: 9/3/2008]

A-1) If the item has not yet ended please email us and if we see your email in time, we can usually retract your bid.  Once your bid is retracted, you can then bid on the correct item.

A-2) If the item has ended, we are more than willing to work with you because everyone makes mistakes.  If you will email us with the situation along with the eBay item number you meant to get, what we will usually do is add the item you need from our inventory and remove the eBay item you purchased from the order.  If the item is significantly different in price, we will ask that you pay the difference in price, either Bid or BIN depending on what your ending price was.  Note: This is not eBay avoidance as in this situation we will not ask for a mutual agreement to cancel the item you purchased.  You will however not receive feedback for the item.  If you would like feedback for the item purchased by mistake, you will need to email us and in most cases, we will be happy to leave positive feedback for a positive transaction.

A-3) If you end an item on eBay, realize your mistake and then purchase the correct item on eBay, you will end up with two items on your order.  eBay is very clear in their policy in regards to bidding/buying items.  Once you have ended an item, you are obligated to complete the purchase.  So please do not make this mistake.  We are more than willing to work with you, but only so far.  eBay charges a high commission.  If you find yourself in this situation, you can email us.  We work with buyers on a case by case basis, because…

A-4) Some buyers will bid on multiple items in order to get the best price and then make an excuse in order to pay for the lowest priced item.  In other cases we have noticed buyers will bid on an item ending soonest and then ask that we change their item to a different size/color just so they can get a good price without having to wait.  These types of buyers ruin the auction process for everyone and we simply will not tolerate the behavior. 

Q: The listing does not state how many I will receive?  How do I know what I'm buying? [Added: 9/5/2008]

A: If the listing title does not state a quantity, always assume the listing is for one item.  If there are multiple items in the package, we will always include this in the title i.e. 3 pair underwear, 3 pack shirts, etc.

Q: The listing said pair but I only received one.  What's going on? [Added: 9/5/2008]

A: Pair does not refer to quantity. A pair of boxers, or a pair of underwear is the same as a pair of jeans.  It is a quantity of one.  If there are multiple items in the package, we will always include this in the title i.e. 3 pair underwear, 3 pack shirts, etc.

Recent emails for consideration in the FAQ:

Q: What is your combined shipping rate? [Added: 9/3/2008]

A: Shipping is based on total weight of the order shipping to your zip code/country.  There is a shipping calculator button located in the listing description.  Clicking on this will provide you with a shipping quote for this item as well as a shipping quote for multiples of this item.  If you would like a shipping quote for different items, please email us with the item number(s) in which you are interested as well as your zip code/country and we will be happy to provide a shipping quote.

Q: Please send an invoice to reflect combined shipping. [Added: 9/3/2008]

A: Items are automatically combined, all you need to do is proceed to checkout.  During checkout, you select your preferred shipping method as well as your preferred payment method.

Our terminology:

Q: What is the difference between an item, an order, and a package? [Added: 9/3/2008]

A: An item is an eBay listing purchased on eBay.  An order can consist of one or more items.   A package is basically an order that has been shipped.

Q: What is a UPC? [Added: 9/3/2008]