Hours of Operation:
You can make purchases at Rocky-Mart 24 hours a day – 7 days a week
Our office is closed on Saturdays, Sundays & Holidays. Vacation times will be posted as needed.
Emails will be answered as soon as possible, although they may not be answered when our office is closed.
Order Inquiries
I have questions about my order. What should I do?
To find out your order delivery status, just go to “View Order Details” in the Ebay listing you made the purchase from and click on the tracking link. See shipping schedule below for additional information.
For all other order inquiries, send us an email at CustomerService@RockyMart.com.
Shipping Schedule
Please allow enough time for your order to be delivered before inquiring.
Orders are generally shipped within 1 business day of receiving payment.
You will receive an email stating when your order was shipped.
Please refer to the following shipping times for your chosen shipping method.
Please keep in mind that during holidays, shipping could take a bit longer.
Domestic:
First Class Mail: 1-3 Business Days
Priority Mail: 2-3 Business Days on average
Express Mail: 1-2 Business Days
Parcel Post: 2-9 Business Days*
Media Mail: 2-9 Business Days*
*Excluding Alaska & Hawaii – These states delivery time could take several days longer.
International:
First Class International: Varies - 5 to 10 days on average
Priority Mail International: 6-10 Business days
Express Mail International 3-5 Business days
Global Express Guaranteed 1-3 Business days
Shipping to an APO/FPO:
Please note that orders shipped to APO/FPO zip codes are received by the US Military Post on the same schedule as our domestic shipping schedule, then we ask that you understand that you need to allow an additional 1-2 weeks for the military postal service to deliver your package if its final destination is a location within the United States or 4-6 weeks if its final destination is overseas.
Note: After we ship your order, please understand that it is in transit with the postal carrier, and we have no control over any delays they may encounter!
Shipping & Handling Cost:
We charge actual shipping cost plus a $2.00 handling fee per order. The handling fee is not charged per item, only once per order.
This cost is approved by Ebay as a reasonable handling cost, to cover things such as packing & shipping materials.
Insurance
Rocky-Mart will not be held responsible for items damaged in the mail system.
Purchasing insurance is up to the buyer. Insurance is recommended.
International insurance is only available for Priority & Express Mail International & Global Express Guaranteed services.
Replacement merchandise for insured items damaged in transit will be shipped to you free, by the same means as you chose when you made your purchase.
Insurance covers the cost of merchandise & shipping costs. Any handling fee & the cost of insurance are not covered.
Insurance Claims:
Damaged Items: If you receive a damaged item(s), you understand that you may have to bring that item(s) to your local US Post Office and fill out an insurance claim form, then forward that claim form to us.
Upon receipt of the claim form we will replace your item and ship it to you free of charge by the same shipping method as you chose when making your purchase.
If a replacement is not available, we will refund to you the purchase price plus shipping cost, by Paypal or check depending on the payment method you used to make the purchase.
Lost items: Lost item claims can not be filed until 21 days after shipping date. Claims for lost items will be paid on the 30th day after shipping date.
Satisfaction Guaranteed or your money back - Hassle Free Return Policy***
At Rocky-Mart we stand behind our products 100%. So, if you are not pleased with your purchase for any reason, simply email us within 7 business days of receipt and ship it back to us within 14 days of receipt for a replacement or refund of your purchase price. Shipping and handling fees are not refundable.
***On occasion, some of our products (usually only high end collectables) can only be returned if they are still in sealed un-opened condition. If this is the case, it will be noted in the products description.
You must include the original invoice/packing slip with the items you are returning. Make sure to specify on the invoice/packing slip the reason of return and if you are looking for an exchange or refund. If you choose to have your items exchanged, please note the exact item you are looking for.
We recommend that you insure your package and ship it via a trackable carrier method. Rocky-Mart can not replace, refund or provide credit for any item lost during return shipping.
Our Return Center will process your refund by Paypal or check, depending on how you originally paid for your order. Please be advised that you can expect a replacement or refund within 7 to 14 business days of our receiving your return.
Important: You must follow all of the above stated return policy rules in order for you to receive your replacement or refund in a timely manor.
Damaged or Defective Merchandise.
If you believe a product was shipped in error from Rocky-Mart, turns out to be defective, or was damaged in transit, contact us at CustomerService@RockyMart.com. Note: All returns must be made within 14 days of receipt.
Privacy and Security
Is my personal information private and secure?
Absolutely, we want you to have a great time shopping and find something you love for a great value, nothing more. Your information is safe with us.
Technical Problems
I can't get your site to work properly. Can you help?
In order to better serve you, we appreciate hearing about any problems you experience while visiting our site. Please send an email describing the problem to TechSupport@RockyMart.com. Let us know what web browser software you're using, and what you were trying to do when the problem occurred.
Our customer Service staff strives to make your experience with us more enjoyable and convenient. We will make every effort to get back to you within 24 hours (business days).
Please email us anytime with questions or concerns: CustomerService@RockyMart.com.
We thank you for shopping at Rocky-Mart.
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