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How do I return an item? Returns & Exchanges We want you to be happy with your purchase, and we are ready to help with any questions you may have. Please contact us with any product questions before you place your order. If you are not happy with an item, you may return or exchange it*. Please scroll down for more information on how to complete a return. All returns must be accompanied by a RA# (Return Authorization). Returns and exchanges will only be accepted for items that HAVE NOT BEEN WORN, ALTERED OR WASHED, and are in PERFECT, BRAND NEW CONDITION. * See below for a list of items that cannot be returned. PLEASE NOTE: The original shipping and handling charges are non-refundable. If no shipping was charged, we will issue your refund or credit code for the price of the item(s) less a 9% restocking fee to recover our initial shipping and handling cost (the restocking fee only applies to returns, not exchanges). In rare instances where item(s) need to be returned due to a mistake on our part (example: mis-shipments of goods, or flawed merchandise), the returned will not be subject to a restocking fee. INTERNATIONAL ORDERS: Exchanges are allowed on International orders. However, due to the high cost of shipping internationally, we require you pay the shipping charge for the exchanged item to be re-shipped to you. How do I request a return or exchange? To make sure that your item is eligible for return, please read our entire Return Policy prior to sending your request. Return requests must be submitted within 4 days after your order is delivered to your shipping address. To request a return authorization, please contact us with the following information: • Your Full Name • Your Order # • The item number for the product you would like to return • The reason you would like to return it And let us know if you would like a RockIt Roost Credit, Exchange, or Refund - If you do not specify one of these options in your return request, you will be issued credit code when we receive your return. What items cannot be returned? • All Clearance items are Final Sale and cannot be returned or exchanged. • Lingerie, Swimwear, Body Jewelry (including earrings), Cosmetics, Books, and products handmade by Artists are all final sale items and cannot be returned or exchanged. • Items that have been worn or washed are no longer new and are NOT eligible for return. • Items that SMELL (from smoke, body odor, etc), or are UNCLEAN (with deodorant marks, covered in pet hair, make-up stains, or dirt/dust scuffs, etc.) are NOT in new condition and are NOT eligible to be returned. Please be sure to remove make-up and/or deodorant prior to trying items on in order to avoid making marks on clothing. PLEASE NOTE - Items that are returned unclean or with odors will either be refused, or will be subject to a 50% restocking fee. We do not sell used products! • Please be sure to keep all packaging intact when opening your package. Items must be returned in their original packaging exactly as you received them. Items with missing tags, bags, or boxes will not be accepted back. How do I complete the return? All returns must be authorized. DO NOT return anything without contacting us first to receive an RA # (Return Authorization). Please see above for instructions on requesting a Return Authorization. Packages returned without a RA # will be refused. Please make sure that your item is eligible for return. See above for a list of items that cannot be returned. Items that are returned without meeting these requirements may be subject to refusal or re-stocking fees. * We must receive the item back at The RockIt Roost within 10 days after your return request is approved. Returns which are received later than 10 days after approval are subject to a 50% restocking fee. Please follow these steps when preparing your return: Repackage your return in the EXACT packaging that you received it in - Including any plastic bags, plastic wrap, or boxes. If you are returning shoes, the shoe box must be included and undamaged. If any packaging is missing your return will be subject a 15% restocking fee - no exceptions. Enclose a copy of your invoice in the package. If you are making an exchange, please write your exchange request on the invoice. Write your RA# number in bold ink on the outside of the package. Packages received without a clear RA # will be refused. Seal your package securely with tape. An empty box = no refund. For your protection please get insurance and delivery tracking for your return package. We are not responsible for items that are lost or damaged while in route to us. Return shipping is at your own expense, except in instances where item(s) need to be returned due to a mistake on our part (example: mis-shipments of goods, or flawed merchandise). All return shipping charges must be prepaid. We will not accept C.O.D. deliveries. Ship the return package to: When will I receive my exchange or refund? Please allow at least 2 weeks, from the time you mailed us your package, for us to receive and process your return or exchange. When we receive your return we will thoroughly inspect the item(s). If everything complies with our return policy, your Credit, Exchange, or Refund will be processed within the following amount of time: Credit Codes will be issued via email within 48 hours of our receipt of your return. The credit code will be sent to the email address that was used to make the original purchase. Refunds will be processed within 5 days of our receipt of your return. Refunds will be submitted via whatever method was used to pay for the original purchase, and we will email you when the refund has been sent. We will do our best to fulfill exchanges; however, we cannot guarantee that the requested item(s) will be in stock when we receive your return. If we no longer have the item for which you would like to make the exchange, we will send you a notice via email. To find out if your returned merchandise has been received, please wait at least 16 business days and then send us an email including your order number (located at the top of your printed invoice or emailed order confirmation) and your billing name & address. You will receive a reply via email. Can I cancel my order? Any order can be cancelled prior to shipment. To ensure that we receive your request prior to shipping, we must receive an email containing your request to cancel the order within 45 minutes after the order is placed. Cancelled orders are subject to a 5% processing fee which will be charged to the credit card that you used to place the order. Undelivered Packages Orders that have been returned to us due to an incorrect address will be handled in a timely manner by our customer service department. If The RockIt Roost has made the error, we will re-send the shipment to the correct address at no cost to you. If the person who placed the order made an error in the shipping address, or never claimed the package, they will need to pay the cost of re-shipping the package. If we cannot contact the person who placed the order within 10 days of receiving the Undelivered package back, the package will be treated as a refused shipment (see "Refused Shipments" for more info). Refused Shipments Once an order has shipped it is considered to be a completed transaction and is subject to our standard return policy. Refusing a package does NOT entitle you to a refund. Refused packages are subject to a 20% restocking fee** plus the cost of shipping and handling. When we receive the refused package back, a RockIt Roost credit code will be issued via email for the remainder of the purchase total. **The restocking fee covers the costs that we have incurred during the fulfillment of your order, including but not limited to: merchant processing fees, wages, transportation fees, inventory shortage, and materials. Holiday Extended Return Policy We offer an extended return policy for all holiday orders - starting the day after Thanksgiving until December 20th. Purchases made within this timeframe may be returned anytime before January 5th (please follow the standard return process). All other return policies and/or restrictions do apply. Governing Law Transactions between the customer and us shall be governed by and construed in accordance with the laws of the state of Washington, without regard to the laws regarding conflicts of law. Any litigation regarding this agreement or any transaction between customer and us shall be brought in the state or federal courts located in Seattle, Washington and the customer hereby agrees and submits to such jurisdiction and venue as proper. We take internet fraud VERY seriously. All suspicious purchases, attempted purchases, and other apparent fraudulent activities will be reported to the FBI, and local police. If a purchase is found to be fraudulent, we will prosecute to the full extent of the law. No Exceptions! |