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ONLINE SHOPPING FAQ’s
Can I shop online at rockshopvancouver.com?
Yes, you can shop online at rockshopvancouver.com and find many of the items you see in our store.
Most products you see on our website can be picked up from our store with our free in-store pick-up and we also offer Ship to Home starting at $12.99 or free for orders more than $150 excluded taxes.
There are some items that are not available to purchase online and must be purchased in store only. To confirm if a product is eligible for shopping online, check for the In-Store Pick Up or Ship to Home icons on the product page.
Do I have to have an online account to make online purchases from rockshopvancouver.com?
No. You do not need to have an account to purchase products online, though it does provide additional benefits like access to your previous orders, ability to store your address and credit card information to make future purchases.
Are the prices the same as they are in store?
We have attempted to match our prices on rockshopvancouver.com with those that you will see in the store. While we strive for pricing accuracy, market conditions and competitive pressures can cause prices to change.
Online pricing and product selection may also differ from our store.
Can I still order an item that is out of stock?
We will make every effort to make the product available to you. However if we are out of stock, you will not be able to purchase that item.
Is my online confirmation page considered an official receipt?
No, your Official Sales Receipt will be provided to you when you complete your pick-up transaction at the store. If your order was delivered to your home, the receipt will be provided with your shipping documents.
For all orders, we are now happy to provide you with an e-reciept in your completed ‘Thank you’ email.
Please keep a copy of your receipt as you will need it to return or exchange your item(s).
How do I check on my order status?
Orders can be checked two ways:
1) By clicking the order status link in your order confirmation email
2) By logging into our website
How do I know if Vancouver Rock Shop received my order?
Vancouver Rock Shop will send you a confirmation email letting you know that we have received your order. A follow-up email is sent once your order is ready for pickup or when it has been shipped.
If you are picking up your order, please wait for this ready for pick up emails before heading to the store as it will have all your information for the pick-up.
If I have placed an order for someone else, how can I make sure they know the order is ready to be picked up or has shipped?
If you provide the recipient’s email address, they will be informed when the order is ready for pickup or has shipped. If you do not provide an email address, it will be your responsibility to contact them when the order is ready and provide them with the Ready for Pickup or Shipped email. If you are providing the recipient’s email address, please make sure you have their permission to provide it to us.
What methods of payment do you accept online?
We accept Visa, Mastercard, and American Express.
At this time, we are unable to accept other credit/debit cards, gift cards or store credit for online purchases.
When is the full amount of my online purchase charged to my credit card?
For In-Store Pick Up: When you place an order, we retain a preauthorization for the full amount on your credit card until the items are located and ready for pickup. When an item is ready for pickup, your credit card is charged for that item. Preauthorization is retained on any outstanding items on your order. A Ready for Pickup email will be sent to the email address you provide when a payment is processed, and items are ready for pickup.
For Ship to Home: When you place an order, we retain a preauthorization for the full amount on your credit card until the items are ready to be shipped. When an item is ready to be shipped, your credit card is charged for that item. Preauthorization is retained on any outstanding items on your order.
Can I make changes to or cancel my order once it has been placed?
Once an order is placed, you cannot make changes, but you can cancel a product or your entire order. Here’s how:
• If you have an account, follow these steps after signing in:
1) Select Account from the top menu and go to Order History
2) Select Cancel Order to cancel the entire order or Remove to delete an individual item from your order.
If you still require assistance, please contact our store at 604-685-8821 during business hours to cancel the order.
If your order has already been shipped, we are unfortunately not able to cancel your order.
If you cancel any items for which we have not issued a “Ready for Pickup” email, the pre-authorization held on your card will be removed. After a “Ready for Pickup” email has been issued, charges to your credit card will be reversed within 24-48 hours.
What is your return policy for online purchase from rockshopvancouver.com?
We only allow exchanges if there is manufacturing defect of the item or the wrong size. You will need to pay the shipping for the return if you are exchanging due to the wrong size being purchased. Please note that the item being exchanged must be in its original condition (ie. Not worn or washed)
Can I make a purchase under my tax-exempt status?
To make purchases exempt from tax, Vancouver Rock Shop requires that documentation be provided at the time of purchase, which is not possible in our online environment
Why do you show products that are not available for purchase on rockshopvancouver.com?
We include these products as a research tool for customers who may want to purchase the item in-store.
Who may have access to my personal information?
To understand how Vancouver Rock Shop handles personal information, read our terms and conditions page.
How do I make a purchase to pick up in store?
Simply go online to Rockshopvancouver.com and begin to shop for your desired items. Once you have selected the items you would like to order, ‘add’ them to your cart. Ensure you have selected ‘In-Store Pick up’ when you view your cart before checkout. After completing your order, you will receive a confirmation email. Once your items are ready, an email will be sent to you advising you that your items are ready for pick up. Please wait for your ready for pick up email before proceeding to the store.
I just placed an order. When can I pick it up?
We’ll send you your Order Is Ready email as soon as your order is ready. Due to increased volumes and reduced operating hours, it may take us longer than usual to fulfill your order. Please wait for your Order is Ready email before proceeding to the store to pick up your order. You will not be able to pick up your order without the email.
Can I pay for my order when I pick it up instead of paying online?
All online transactions require you to pay online.
What do I bring into the store when I go to pick up my order?
Please bring a printed copy of your Ready for Pickup email to the store or show your email and barcode on your mobile device. The store may require you to present a photo ID for verification purposes.
How long will my order be held in-store?
Your order will be held at the store you designated for pickup for up to 14 days. If you fail to pick up your items within this time period, we will cancel your order, at which time the purchase amounts charged to your credit card will be reversed and the products will no longer be available for pickup.
Can someone else pick up my order if I am unable to?
“Yes. Simply provide the recipient’s email address during checkout and they will be informed when the order is ready for pickup. If you do not provide an email address, it will be your responsibility to contact them when the order is ready and provide them with the Ready for Pickup email.
If you are providing the recipient’s email address, please make sure you have their permission to provide it to us.”
How do I set up a delivery?
Once you have selected the item(s) you would like to purchase, click on the ‘Add to Cart’ button.
You can now select the ‘Ship to Home’ option. Ensure your postal code (for pricing) is entered correctly as well as your complete shipping address to avoid delays or cancellations.
Orders cannot be shipped to P.O.Boxes at this time.
Once your order is placed, your order confirmation email will provide you with further instructions regarding your delivery.
How will I know when my order has been shipped?
You will receive an email with a tracking number once your order has shipped.
If there are several items, multiple shipments may be necessary, and you will receive multiple confirmation emails.
Is my signature required to confirm home delivery?
Customer signature is not required for the home delivery of parcels shipping via our courier partners. The courier will leave the parcel(s) on the front porch, by the front door or in the concierge for condo buildings. In some cases (as with Canada Post) they will leave a sticker with where you can pick up the parcel if no one was home to receive it.
Will my shipping fees be refunded If I return an item.
Shipping fees will not be refunded if you choose to exchange an item. Please see above.
How long will it take for me to receive a refund?
Unfortunately we don’t allow refunds, but exchanges only.
When will my order ship?
Orders typically ship within 1-2 business days.
However, please expect delays related to the Covid-19 pandemic.