Shipping & Returns
At Rok, we guarantee 100 percent customer satisfaction or your money back. If for any reason you are not satisfied with your purchase, please contact us by sending an email to: customerservice at rokcooking dot com. If we cannot resolve your concern to your complete satisfaction, return the items within 30 days of purchase and Rok will issue you a full refund for the cost of the product. We do not issue refunds after 30 days of purchase.
Processing of orders and shipping occur during store hours (M-F 9am to 5 pm PST). Rok strives to process all orders within 1 – 3 business days. Rok uses UPS as our main carrier. Their days of operation are M-F, meaning they only pick up and deliver packages on these days. UPS also takes the major holidays off and does not pick up or deliver on these holidays. UPS does not move packages on Saturday or Sunday and these 2 days do not count toward their shipping days. UPS will make Saturday deliveries, however it must be prearranged and only on Next Day Air packages. There is an additional fee for this service.
We offer a variety of shipping options depending on your location. During checkout, you will see shipping options when more than one is available and we’ll calculate their cost based on the items in your shopping cart. If you need a shipping option that delivers sooner than the options provided at checkout, make a note of this in the comment section or call us at 1-866-LUV-ROKS and we will try to accommodate such requests. You will be billed separately for the incremental cost of the shipping. We cannot send items from the same order to different locations. If a customer refuses a shipment for any reason, he/she will be responsible for the cost of shipment.
Shipping and Handling Rates
Shipping costs for orders from Rok depend upon the methods and options you choose. Please note that the shipping rates for the items we sell are weight-based. The weight of any such item can be found on the main product catalog page. To reflect the policies of the shipping companies we use, the weights for some items may be rounded up to the next full pound. The total weight for a shipment may exceed the sum of the stated weight for each product due to additional packaging material.
Orders shipped outside the United States may be subject to customs fees, GST taxes, import duties or other applicable import charges imposed by the destination country. It is solely the responsibility of the customer to pay these additional charges. These charges vary by country, as they are levied once the package reaches the destination country. Subsequently, we recommend you check with your local customs office for the exact charges, if any.
There are no returns, refunds or exchanges of any shipments refused by the recipient as a result of these charges. Once merchandise has arrived to the customs office in the destination country the merchandise is the sole responsibility of the customer.
On large international shipments, we reserve the right to require payment via bank draft or wire prior to shipment.
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