ARE THERE ANY MEMBERSHIP FEES TO JOIN? [Back to Top]
Unlike some of those big box stores, there are no membership fees to join Shop Rockwood and no fees whatsoever when purchasing products from us.
IS MY PURCHASE INFORMATION SECURE? [Back to Top]
Yes it is. At Shop Rockwood, we want your online shopping experience to be convenient, fun, and safe. We incorporate the most up-to-date encryption technology available in the market place.
We have a strict policy against selling, lending or renting any personal information you provide us. The information you provide us is only used to process your order and to email you about Shop Rockwood offers, if you choose to subscribe to our eflyer. You can be removed from our mailing list. Just log into HomestorDirect.ca and go to the My Account section to change your subscription preference or let us know and we will delete your information from our lists.
IS MY CREDIT CARD INFORMATION SECURE? [Back to Top]
Yes. Purchasing with your credit card at Shop Rockwood is safe because we use technology that encrypts your information while you shop on our site. This means that your information is encoded and unreadable until it reaches the processing center. Using your credit card in our web store is safer than using it in a restaurant or a gas station.
WHY SHOULD I OPEN AN ONLINE ACCOUNT? [Back to Top]
Shop faster: Your personal information is pre-filled for you when you check out.
Shop more conveniently: If you add something to your basket and wish to leave the site, the basket will save its contents until you visit us again.
Track your order history: You have access to all your past online orders.
WHEN DOES MY CREDIT CARD GET CHARGED? [Back to Top]
Your credit or debit card will be charged at the time you place your order. This is because we place orders with the manufacturers on your behalf. Once we order the items, we are often unable to cancel or must return and pay a restocking fee.
WILL I RECEIVE A RECEIPT FOR MY TRANSACTION? [Back to Top]
Yes. At the end of your transaction, you are shown an Order Summary screen. Please print this page from your browser as a receipt for your transaction. This Order Summary includes our GST and PST numbers for your reference. You will also receive an order confirmation and a shipping notification by email, which you can keep for your records. Please note that these emails cannot be used as a receipt.
WHAT ARE THE DIFFERENT WAYS I CAN PAY FOR MY ORDER? [Back to Top]
You can pay using Visa or MasterCard card for your order.
WHAT ARE MY SHIPPING OPTIONS? [Back to Top]
- Ground: The economical delivery method.
- Express: The fastest delivery.
- Curbside: For heavy or bulky items that need to be shipped by freight truck. You will be contacted to schedule a delivery time.
When you click on a product, you will be taken to the product information page where you can use the Shipping Estimator tool to calculate the cost and delivery time. The finalized shipping charges will appear when you proceed to the checkout. These costs are calculated based on the product selection and your shipping address.
WHEN CAN I EXPECT TO RECEIVE MY ORDER? [Back to Top]
Actual shipment arrival depends on the availability of the product and the shipping method you select. Delivery is also influenced by your location and order processing time (which includes time to pick and pack your order). Please allow up to three weeks to process and deliver your order.
DOES SHOP ROCKWOOD OFFER INTERNATIONAL SHIPPING? [Back to Top]
Not at this time. Shop Rockwood is currently a Canadian only store.
CAN I ORDER A PRODUCT AND HAVE IT SHIPPED ELSEWHERE? [Back to Top]
Yes. Just enter the address where you want your product delivered, in the "Delivery Information" portion of the Proceed to Checkout process.
CAN I SHIP TO A PO BOX ADDRESS? [Back to Top]
Yes, provided there is somebody to sign and accept the delivery: to make sure that orders being sent to PO boxes and rural route addresses get to their proper destination, please include a physical street address or highway number with your order.
HOW DO I EXCHANGE OR RETURN A DEFECTIVE PRODUCT? [Back to Top]
To return an item, please contact us at 1-866-694-1755 within 3 days of receiving your order so we can email your Return Merchandise Authorization (RMA#) and shipping label. Returns without an RMA# will be refused. You must return products within 14 days after the RMA# is issued. more details...
WHY AM I CHARGED AN ENVIRONMENTAL HANDLING FEE? [Back to Top]
Please be advised that your Shop Rockwood purchase may include an environmental handling fee as required by your provincial government. Used to support provincial recycling and disposal programs, environmental handling fees are collected on products made with materials such as metal, glass, and plastic that can be recycled into other products. Handling fees are also collected on products that may contain substances that are hazardous to the environment. Shop Rockwood charges environmental handling fees on items that we ship to, deliver to or pick up in provinces or territories where we are required to do so. The handling fee amount reflects the applicable rate. You will see the handling fee amount during the checkout process.
If you return an item for which you were charged an environment handling fee, the amount of the handling fee will be refunded. Please refer to your packing slip or our return policy for more details on returning items.
Visit your provincial government's websites for more information on the specific environmental programs they provide.
WHAT IF I FIND A MISPRINT OR AN ERROR ON THE WEB SITE? [Back to Top]
We do our best to ensure that we provide you with the most up-to-date and accurate information. However, in the event that you do see any typos or errors on our web site, please let us know and we'll make it right. You can contact us by phone at 1-866-694-1755 or by email at Shop Rockwood Information
. We greatly appreciate your feedback.