Click on your subject and read details below:
I live in Chattanooga, should I order online?
Shopping at one of our local stores is a much more efficient use of your time, fuel and energy. A good majority of what is posted online is located at our stores; but there are exceptions. If you purchase from one of our stores, you have the personal guarantee of sizing, fit and the feel good knowledge that you’ve saved some gas, packing material and time.
…But I want the online sale price or promotion.
Sure! Our stores can match our online price or promotion. Just ask at the register during check-out.
…But I want to make sure everything I want is at one store.
Sure, No problem, Rock/Creek is able to do store-to-store transfers for most items within a 2-3 day time frame. If you know the items you want, please call one of our store locations to check availability or to set up a transfer of your items to the most convenient Rock/Creek location. Most items can be picked up the following day (as long as there are no monsoons, tornadoes, hurricanes or snow storms to delay transfer), but boats & paddling gear is best picked up at our Rock/Creek Downunder location in Coolidge Park. Please contact our stores for more information.
Was my credit card charged?
Only if your order was shipped. Rock/Creek’s transaction process has 2 steps.
1. Authorization (Funds are allocated when the order is placed to be sure your account can cover the charge. This authorization will show up as “Pending “on your statement)
2. Capture. (Funds are taken by Rock/Creek only when your order has been filled and given a shipping label).
*If you are paying with a debit or gift card, this two step process may differ, depending on your bank’s terms
Credit Card Verification?
After your order is placed, your credit card information is sent through VeriSign’s (PayPal) four-point fraud screen. If the order has been flagged for any reason, Rock/Creek will temporarily suspend the processing of the order (for your own protection). As soon as the card holder is contacted and able to answer a couple of quick questions to verify the legitimacy of the order, it will be shipped right away.
Phone orders are processed on the same timeline as orders placed over the web.
Can I use more than 1 credit card?
Only if you call us and ask nicely.
Can I trust you with my email?
Yes, it’s the best way to keep tabs on your order. You will be emailed right away:
- If there are any problems with your order
- If your items will be drop shipped from the vendor
- When your order is shipped
We hate spam as much as you do and if you ask us not to send you promos we won’t.
How safe is it?
Rock/Creek is committed to your privacy and keeping your sensitive information safe. For a full explanation of Rock/Creek’s safety standards, you may visit our Privacy & Security page.
If I can put it in my cart that means it’s in stock, right?
98% of the time, yes. Unfortunately, errors do happen and occasionally inventory which does not physically exist can be ordered. The most common errors can be found with clearance and sale inventory because it flies out the door fast. If you would like assurance that your order is in stock, please call our customer service team.
If one of the brands Rock/Creek carries makes something you really, really, really like, but we don't carry it online or in stores, we are able to place a special order. Please note that if the item you like is in stock with the manufacturer, sale prices or discount codes cannot be applied. Also keep in mind that special orders can take at least 2 weeks and additional shipping charges may apply.
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Where will my stuff be shipped from?
Most orders are filled and shipped from Rock/Creek's warehouse in Chattanooga, TN. However, please note that some items may be sent to you in separate shipments directly from the brand's warehouse. If any of the items in your order are drop shipped (sent directly to your house from that manufacturer's warehouse), a notification email will be sent. To find out where your item will ship from please call or email our customer service department.
Yes, drop ship. Thanks to a long standing, great relationship with several brands, Rock/Creek is able offer a vast selection of their products and have them sent to you directly from the manufacturer’s warehouse. Depending on the brand and the location the product(s) are being shipped to, your package may arrive 1-3 days sooner or later than you’d expected.
* Here are a few of Rock/Creek's top brand's warehouse locations:
Five Ten- CA
So, I used your drop ship option, but I need to return something?
Please return all drop ship items to Rock/Creek, we will take care of the rest.
No free shipping for me?
Rock/Creek is happy to offer free shipping to customers whose orders total more than $49 and will be shipped via USPS Priority/UPS Ground to the lower 48 states. We are very sorry that charges to heavy/oversized items, packages sent to Alaska, Hawaii and internationally cannot be waived. Please see our Shipping Info page for more details.
What does “heavy/oversized” mean?
Simply put, the package exceeds the standard limits of the shipper. Please be aware that each shipping method may have different standards for what is considered to be “oversized”. For more details, please call our customer service.
What brands do you carry that can’t be shipped outside of the US?
Arc’Teryx, Black Diamond, Deuter , Oakley, Garmin, La Sportiva, Merrel, Mountain Hardwear Outdoor Research The North Face, Patagonia, Salomon, SmartWool, Sunnto, Yakima.
Will you ship my international package USPS, Fed Ex or any other method?
No, sorry. We only ship UPS.
Why the International Shipping fee?
This fee covers the transit costs only. When your package enters your country, you are responsible for all brokerage and customs fees. Please contact your local UPS representative for an estimate of what these fees will be.
Can you ship my order on the day that I place it?
Orders are typically shipped out in 1-2 business days.
What if I changed my mind and I want to cancel my order?
Please give us a call to inquire about canceling an order. We can surely take a look to see where your order is in processing and will try to cancel it. We are not always able to cancel orders, as they are processed immediately after they are placed, but we will do our best to accommodate your request.
If you find an identical product -- same season, same color, same style, same size -- on a competitor's site, we'll match their price! Just call our customer service team and let them know you need a price match. They'll take care of you.
Rules: Items cannot be discounted more than 30%. Competing site must be based in the US. Auction sites such as eBay are excluded. Price matches cannot be combined with other offers or promotions. We cannot match price on gift cards. Limit one price-matched item per customer!
We are very sorry if there was a mix up...
...but we do our best to give you the most accurate, up-to-date information on products, their images, current pricing or availability. Like you, we're human and not always perfect; with a finger slip "here" and a missed decimal placement "there". While we strive for excellence in every aspect of our web site, we also manage it and there might be an occasional mistake, error, typo, or inaccuracy due to human or technological errors.
All Prices presented on RockCreek.com are up to date and correct. If you navigate away from http://www.rockcreek.com, outdated information may claim sale prices or coupon codes; Rock/Creek will not acknowledge these sale prices. In addition, please also note sales and sale prices are set for certain dates, and items cached in a check-out basket for any length of time, may be subject to a change in pricing or availability.
Rock/Creek reserves the right to correct these errors--which may happen after an order has been submitted-- as well as to update this information without prior notice. To assure you are getting the correct color, pricing or availability please reference the manufactures home page or call our Customer Service department for help at 888-707-6708, ext. 1
Assorted Colors Policy
Items sold in assorted colors may vary from the picture shown. Specific colors cannot be distinguished within Rock/Creek's inventory as the vendor does not apply item numbers to each color. We try to honor all requests, but cannot make any guarantees. If you have further questions, please contact our Customer Service at 1-888-707-6708.
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