FREQUENTLY ASKED QUESTIONS
Hard Rock’s Rock Shop is powered by District Lines!
When will I receive my order?
All orders shipping to a US destination will typically arrive anywhere from one to three weeks from shipment date. It can take as little as three days for delivery depending on the efficiency of your local postal service and distance from our warehouse.
International shipping times vary. Typically, international shipments can take anywhere from two to six weeks to arrive from shipment date.
We do not ship partial orders. Your order will only ship if all items are in stock. If items are out of stock you will be notified by email.
How much will shipping cost?
To check the shipping cost for your order, simply place the items you want in your cart and follow the checkout process until the available shipping options and costs are displayed.
Where is your warehouse located?
Where is my order?
All missing domestic packages must be reported within 30 days of purchase. All missing international packages must be reported within 90 days of purchase.
If the shipping address you provided was incorrect, incomplete, or otherwise undeliverable by the post office, we don't know until the package returns to our warehouse. If you believe this is the case with your order, please contact us.
Do I get a tracking number when my order ships?
International orders receive a shipment notification email WITHOUT a tracking number.
My order never went through, why was I charged?
The transaction that you are seeing is a "hold" for the transaction attempt on your account placed by your banking institution. Transactions fail for a number of reasons, such as the information you provided not meeting the security requirements of our system and is subsequently declined by our system.
In these rare cases, we automatically void your transaction. The funds are then returned to you after your bank's authorization expires. This process can take up to seven days to reflect on your account, the issuing bank will determine the time period. It is not under our control once we decline the transaction.
Our payment processing system requires that your billing address matches exactly what is on file as your billing address with your banking institution. If it does not match, your order will not be placed successfully during checkout.
Zip Up Hoodie & Foil Product Questions
Printing irregularities may appear in designs printed across on the front of zip up hoodies. If you are concerned about this, please do not order zip up hoodies with printing across the front.
Items with Foil:
While foil looks great, the length of time the product will last depends on how well it is cared for. All foil items should be washed inside out and in cold water. Foil items should not be dried on high as it can cause the foil to peel and crack. Some foil items are made to look vintage and can be cracking when you receive them.
Zip up hoodies and foil items are not returnable for any decoration imperfections.
What is your exchange / return policy?
While it's not common, if we sent you the wrong item, size or color we'll be happy to get you the correct item right away.
We cannot exchange or accept returned items that show signs of wear, wash, damage, smoke exposure, pet hair, etc. The same thing applies if your merchandise arrives to us damaged for one reason or another during transit to us.
Please make sure to contact us right away for returns and exchanges. We need to start the process within 30 days of the date you receive the item.
Click here to download our returns/exchange form!
Did you just change your mind?
If you've changed your mind and no longer want the item(s) you've purchased, contact us and we'll work with you to exchange or refund your item(s), less your original shipping charges. You just pay for shipping the item(s) back to us.
Can I cancel my order?
What is a coupon code and where do I get one?
These codes are entered during checkout and applied towards your shopping cart subtotal. Coupon codes must be entered at the time of purchase to receive discount.
What payment methods can I use?
We do not accept pre-paid gift cards such as "Visa Gift Cards", etc.
How will my package be shipped to me?
Many packages are shipped via UPS and delivered by your local USPS.
When will the item I want be back in stock?
Typically, items will begin shipping by that published date.
I received the wrong item(s). What do I do?
Remember, we cannot accept items that show signs of wear, wash, damage, exposure to smoke or pet hair or any similar issues.
Nobody has replied to my email yet! What is going on?!
When will my payment be taken?
I did not receive my order receipt email or shipping notification email, what should I do?
If you have any questions or doubts, feel free to contact us.
Why isn't my digital download working?
Do you ship partially-filled orders?
This especially applies to pre-sale or backorder items that you may have ordered. Your order will not be shipped until that item becomes available. Estimated ship dates for pre-sale/backorder items can be found on your order receipt.
If an item in your order is out of stock, you will be notified by email and will be asked to choose a replacement item of equal or lesser value.
If we cannot reach you or do not receive a response, your order may be held until all of the items become available.
Do you accept COD (Cash on Delivery) for returns & exchanges?
I cannot get my order to go through, help!
If you still have problems, try switching web browsers (Google Chrome, Mozilla Firefox, Safari for Mac).
If you are experiencing issues on our mobile web site, try submitting your order on a desktop computer.
If you're still experiencing issues, please contact us with a description of your problem and we'll look into for you!
Why is my credit card being declined?
1. Your credit card company, for whatever reason, has deemed that there are not enough funds or too many transactions on your account to process this order. You will need to contact your credit card or issuing bank to see why this is happening.
2. The credit card information you entered did not pass our Billing Address Verification Check. When we check a card for available funds, we also check to make sure that the billing address on file with your bank matches what the user entered on our web site. This is one way that we protect our customers from fraud. If the billing address doesn't match, the order will get declined.
How does purchasing downloads work?
Upon submission of your order, you will be shown with a unique download link for each download item you have purchased.
You will also receive download links in your order receipt email immediately.
If your digital download has a pre-sale date, the link will not be active until then.
The download link you received will only work for a certain amount of time and can only be accessed a limited number of times.
If you were unable to download an item you purchased, please contact us.
Reminder: You need to redeem your digital media downloads from our store on a desktop computer. They cannot be downloaded to a mobile or tablet device. You may, however, transfer them from a desktop to a mobile or tablet device.
I received an incomplete order. What do I do?
What countries do we ship to?
We ship to almost all international locations. Below is a full list of the countries we can ship to:
- United States
- Czech Republic
- Hong Kong
- New Zealand
- Puerto Rico
- South Africa
- Taiwan, Province of China
- The Netherlands
- United Kingdom
How do I redeem my Hard Rock Rewards $15.00 Coupons online?
Questions about your Hard Rock Rewards Membership?
US and Canada: 1-888-519-6683
Hours: M – F 8:30 – 5:30