FAQ's – Rocky Trade Network

FAQ's

Why does the price change at Checkout?

  • You may see our prices in your local currency while shopping but your total is converted into Canadian Dollars during checkout so that we can process your payment. 

Why is my package missing items?

  • Don't worry! Orders with multiple items are often shipped in multiple packages. This is normal. We use fulfilment centers from all over the world.
  • If you haven't received your complete order in 30 days, please contact our support team ([email protected]) for assistance!

What do I do if I received the wrong item or if my item is defective?

  • If this happens, we are truly sorry. Please email us at [email protected] with your order number and what we did wrong.
  • If your item is defective please include pictures or a short video showing what is wrong with. It will speed up the return process if you include it in the first email.
  • We will take care of you and make sure you get the right item! We are human, sometimes we make mistakes, but we will be sure to correct any issues ASAP! 

Do you ship internationally?

  • Yes we do!

How much is shipping?

  • We offer FREE worldwide shipping!

How do I track my order?

  • You should receive a tracking number and link to track your package by email and/or facebook messenger after your order has been shipped.
  • If you created a customer account on our website you will be able to track your orders from your account dashboard.
  • You can also use the "Track My Order" link on our website. You can find it in the main navigation menu and at the bottom of every page on our website.
  • If all else fails, you can always contact our support team for an update by emailing [email protected]

How long will it take for my order to arrive?

  • This will depend on what products you ordered and your shipping address.
  • Clothing and apparel products are usually printed/manufactured on demand. It generally takes 7-10 business days to have a product printed, shipped, and delivered.
  • For all other types of products (not apparel) delivery can take 2-4 weeks.
  • We use manufacturers and shippers from all over the world so that we can hook you up with the coolest and most unique items we can find.
  • Orders may ship in multiple parcels, and from different locations, so shipping times may vary from product to product.

Where do your products come from?

  • Since we aim to provide you with the most unique specialty items that you won't find in stores, our products tend to come from all over the world. 
  • Some of our items are from the United States, many are from China, some are from Russia, and depending on the product it could come from anywhere.

Our Return/Refund Policy

  • With FREE or Bronze shipping options all return/refund requests must be made within 10 days of delivery. If more than 10 days have passed since your purchase was marked delivered then unfortunately we can’t offer you a refund or exchange unless you opted for one of our warranty packages.

Our Warranty Packages

  • Additional warranty packages are available during checkout on the shipping page.
  • Silver Shipping Warranty: Return requests must be made within 90 days of delivery. If more than 90 days have passed since your purchase was marked delivered then unfortunately we can’t offer you a refund or exchange.
  • Gold Shipping Warranty: Return requests must be made within 365 days of delivery. If more than 365 days have passed since your purchase was marked delivered then unfortunately we can’t offer you a refund or exchange.
  • You must provide your order number which clearly shows the date purchased, and the which warranty package was purchased during checkout, if any.
  • To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging with all parts included and packed securely like when you received it.
  • We only replace items if they have a manufacturers defect or if they are damaged during shipping. If the item was damaged by shipping you must provide pictures or video of the damaged package before it was opened to show that it was already damaged before you received it.
  • Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines and cosmetics cannot be returned.
  • We also do not accept returned products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items:

  • Gift cards
  • Downloadable software products
  • Some health and personal care items

To complete your return, we require a receipt or proof of purchase, clearly showing the date of purchase, your name, and if you opted for any additional warranty.

Do not send your purchase back to the manufacturer/shipper address or you will not be eligible to receive a refund or replacement.

There are certain situations where only partial refunds are granted (if applicable).

For example:

  • A product with obvious signs of use.
  • Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
  • Any item that is returned more than 10 days after delivery (unless additional warranty has been purchased).

Returns & Refund Requests are judged on an individual basis and require approval from our support team.

If you are requesting a return/refund please include as much information and documentation as possible to help us make an appropriate decision.

It is up to you to provide us with all information required to approve your request!

Refunds (if applicable)

  • Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
  • If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days which may vary depending on the payment method and your bank/card issuer.

Late or missing refunds (if applicable)

  • If after 14 days you haven’t received a refund yet, first check your bank account again.
  • Then contact your credit card company, it may take some time before your refund is officially posted.
  • Next contact your bank. There is often some processing time before a refund is posted.
  • If you’ve done all of this and you still have not received your refund yet, please contact us at [email protected]

Return Shipping

  • We only replace items if they have a manufacturers defect or if they are damaged during shipping.
  • If the item was damaged by shipping you will need to provide a picture or video of the package before it was opened to show the damage to the package upon its delivery to you.
  • If you need to exchange it for the same item, send us an email at [email protected] and send your item to: 

Rocky Trade Network 
3422 Old Capitol Trail
Suite 27
Wilmington, DE, 19808 
United States
1-888-420-0911

  • You will be responsible for paying for your own shipping costs for returning your item.
  • Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
  • Depending on where you live, the time it may take for your exchanged product to reach you may vary.
  • If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance.
  • We don’t guarantee that we will receive your returned item without a signature requirement and shipping insurance with a tracking number.