Help & FAQs

Help & FAQs

Click on your subject and read details below:

Ordering:

I live in Chattanooga, should I order online?

Probably not.

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

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.

Special Orders

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.

Shipping:

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.

Drop Ship?

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:

  • Chaco- MI
  • Five Ten- CA
  • Patagonia- NV
  • Marmot- NV
  • Osprey- CO

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.

Do you carry any brands that cannot be shipped outside the United
States?

We do. See the International
Shipping
section on our Shipping Information page for an up-to-date list.

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.

Returns & Exchanges:


Click here for our return form


Click here for our full return policy

Price Matching:

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!

Errors & Inaccuracy:

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.

viewing is a common computer error that may be corrected at home- All
computer monitors unless properly calibrated can display the correct colors
inaccurately. All product images are supplied by the manufacturer directly.
In some cases we do photograph items that do not have an image, or we
discover the vendor image is incorrect. Manufacturing changes during
production could alter the look of an item slightly. (For example color
trims, logo placement, or zipper pulls)

All Prices presented on RockCreek.com are up to date and
correct. If you navigate away from https://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.