ORDER & SHIPPING
How long will my order take to process and ship?
Each product has its own estimated lead time (e.g., 2–3 weeks), listed per item on the site. Whether you order one piece or multiple, the lead time stays the same. All items are scheduled and shipped together within that standard timeframe.
We ship to all U.S. states except Hawaii and Alaska.
Do you ship internationally?
Not at this time.
Can I change or cancel my order after it’s placed?
Once production has begun, cancellations cannot be accommodated.
How do I track my order?
Once your order is complete, you will receive an email with your tracking number.
Do you offer local pickup or delivery?
No, we do not.
When is the cut-off time for same-day or next-day processing?
Orders received after4:30 PM Central will be processed the next business day.
Do you ship on holidays?
No — we’re closed on all major U.S. holidays. Orders placed during holiday closures will be processed the next business day.
RETURNS & EXCHANGES
What is your return/exchange policy?
All custom orders are final sale and cannot be returned, exchanged, or canceled once production has begun.
How do I start a return?
Please contact orders@rockwoodusa.com.
Are sale or clearance items final sale?
Yes, all sale and clearance items are final sale and cannot be returned, exchanged, or canceled.
How long will my refund take?
Refunds are processed within 10–12 business days.
PRODUCT INFO & PAYMENTS
Are your products covered by a warranty?
Yes. We offer:
- Twenty (20) Year Limited Warranty (Residential)
- Five (5) Year Limited Warranty (Commercial)
Are custom orders available?
Absolutely! We would love to discuss your needs. Please send an email to orders@rockwoodusa.com so we can accommodate your request.
How do I care for or clean my product?
Please check our Care & Cleaning Process page for detailed instructions.
What payment methods do you accept?
We accept all major credit cards and also offer Affirm financing.
Will I be charged sales tax?
Yes. Sales tax is applied to orders in accordance with your state and local regulations, and it will be calculated automatically at checkout.
OTHER
Do you offer gift cards?
Yes. Gift cards will be available for purchase directly on the website.
Do you offer discounts for bulk orders?
Yes. If you have a large order for a commercial project, please contact us at orders@rockwoodusa.com so we can accommodate your needs.
How do I contact customer support?
You can reach us at: info@rockwoodusa.com.