Return/Exchange Policy

Return Policy:

We take great pride in the quality and comfort of our goods. If for any reason you are not satisfied with your purchase, you may return the item(s) within 15 days of receiving the order. The customer is required to pay for return shipping.

To be eligible for a return or exchange, your item must be in the same condition that you received it, unused, with tags, and in its original packaging; no digs, dents, or scratches. You’ll also need the receipt or proof of purchase. 

Please keep original packaging and package with care. Returns will be refused if items arrive used or damaged due to improper packaging. 

Start a Return/Exchange:

  1. 15 Day Return Calendar. 15 Days begins upon package arrival.
  2. The customer is responsible for the shipping cost of the return/exchange and the cost of any upgrades.
  3. Return product in unused condition, clean, no digs dents or scratches, with original packaging and tags. If you don't have original packaging the customer is responsible for the cost and shipment of custom packaging. 
  4. Items received that are not in new condition may not be issued a full refund. A 20% minimum fee will be charged if item is damaged or used. Items sent back to us without first requesting a return will not be accepted. 

To start a return, please send us an email at info@rockcreekcrates.com

Damages/Shipping Issues

Of course, defective or damaged orders are covered by our warranty and aren't subject to any return shipping fees. In the event that an item arrives defective or damaged, please let us know immediately upon receipt and we will make it right. Inspect order upon arrival and notify shipping company, at time of drop off, if you notice any damage to packaging. Take photos of damage to packaging and product then contact us. 

Exceptions/Non-returnable items

Certain types of items cannot be returned, i.e. custom products (such as special orders or personalized items), crates done in a custom color and clearance/discontinued items. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on clearance items or gift cards.

Exchanges

We allow one product exchange per order. The customer is responsible for any upgraded cost of new product as well as the shipping cost of the exchange.

Exchange must be claimed within 10 calendar days of receiving the product.

To be eligible for a return or exchange, your item must be in the same condition that you received it, unused, with tags, and in its original packaging; no digs, dents, or scratches. You’ll also need the receipt or proof of purchase. 

The fastest way to get the alternative item you want is to do this: return the item you have. Once the return is processed, make a separate purchase for the new item.

Refunds

We will notify you once we’ve received and inspected your return. If approved, you’ll be automatically refunded through your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund.