Shipping and returns
After an order is received by our warehouse, please allow 1-2 business days for processing. Once picked up from our warehouse, DHL commits to deliver your package in 1 to 5 business days within the 48 states, depending on the distance. Shipments to Alaska & Hawaii arrive in 3 to 7 business days. Shipments cannot be delivered to PO boxes or postal codes. Shipments are delivered to the Receiver’s address but not necessarily to the named Receiver personally. Shipments to addresses with a central receiving area will be delivered to that area.
DHL may notify Receiver of an upcoming delivery or a missed delivery. The receiver may be offered alternative delivery options such as delivery on another day, no signature required, redirection or collection at a DHL Service Point. Please note, orders over $300 may require a signature confirmation at delivery.
- DHL EXPRESS
The Rocket offers free Express shipping on all orders over $ 149, excluding tax, and after promotional discounts are applied. Otherwise, we charge a flat fee of $5.95 for standard shipping or $9.95 for DHL Express 2 Day Air (not available to PO Boxes, APO or FPO Addresses).
Please contact us at email@example.com with any shipping concerns.
If your order is canceled, you will receive an email notice alerting you to the cancellation. You will be refunded for any canceled items. If you are interested in placing a new order or if you have questions about a canceled order, please contact our customer service department at firstname.lastname@example.org
We want you to love your The Rocket purchase, so if you are not totally satisfied, please send an email to email@example.com within 30 days of your purchase, and we will provide a return authorization and mailing information. Simply return the unused portion, and we will be happy to remit your account for the full amount of your purchase, minus shipping.
Please Note: only items purchased on www.therocket.ca may be accepted for return. If you purchased your The Rocket product at one of our authorized retailers, please contact them for assistance.
To return a product, please send an email to firstname.lastname@example.org and we will provide a return authorization and mailing information. Our warehouse does not accept returns. We cannot ensure that we will be able to properly locate and handle your return or exchange without the return authorization and the correct return address. We recommend that your return or exchange is sent via DHL, FedEx, UPS or insured Parcel Post for your protection and to ensure prompt delivery. We're sorry, but shipping fees are non-refundable. You will be responsible for paying for your own shipping costs when returning your item.
If you are shipping an item over $75, we recommend that you use a shipping service with reliable tracking, or that you purchase shipping insurance. We cannot guarantee that we will receive your returned item.
MISSING OR DAMAGED PACKAGES
If your package was damaged during shipment, save the box and merchandise and notify us immediately at email@example.com We will arrange for DHL to pick up and inspect the damaged package and the damaged items will be replaced.
If your package is missing, please have a look around your property to see if it was tucked away out of sight. Please check around all entrances, including around the garage. You could also check with the people who live with you, and ask your neighbors if they didn't perhaps pick up the package for you.
If the package is still not found, we will start a trace with DHL, and take the required follow-up steps. This process takes approximately 2-3 business days. You can help to expedite the process by contacting DHL at 1 (855) 345-7447 and providing your tracking number and other relevant information. We cannot replace packages until they have been confirmed missing.
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 15-20 business days.
LATE OR MISSING REFUNDS
If 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 firstname.lastname@example.org
Only full-priced items may be refunded. Unfortunately, we do not issue refunds on discounted items.
If you would like to return a gift, we can provide a gift credit for the value of your return if the item shipped directly to you.