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Shipping and Return Policy


Shipping

We ship internationally for items ordered. There are however restrictions on certain products and shipping to international destinations for these products are not be available. Handling and shipping fees will depend on weight, shipping method, destination and packaging costs.

1.

Local Shipping

For delivery within Singapore, no delivery will be made to the following locations:

1.

Changi Airport Transit Lounges

2.

Changi Airfreight Centre

3.

Jurong Island

4.

Jurong Port

5.

MINDEF COMCEN (Bukit Gombak Camp and Paya Lebar Airport)

6.

Offshore islands

7.

PSA Terminals/Wharves

8.

P.O Boxes

We offer free local delivery via normal postage for orders above $45. It can take between 7 to 10 working days (excluding Saturday, Sunday and Public Holidays) from the time the order is confirmed. For orders under $45, a delivery fee apply. Delivery fee will be auto-tabulated at checkout. An email confirmation will be sent to you to inform you of your order status. We will not be responsible should you fail to receive the email due to an incorrect email address provided by you.

We also offer Express local delivery (with tracking) at a nominal fee of $7.00. It can take between 3 to 5 working days (excluding Saturday, Sunday and Public Holidays) from the time the order is confirmed. An email confirmation will be sent to you to inform you of your order status and order tracking number.

2.

International Shipping

You can opt for delivery to be made via surface parcel or express air parcel. Please note that express air parcel will cost more than surface parcel.

2.1.

Surface Parcel

Surface parcel for delivery outside Singapore can take between 3 to 15 weeks from the time the order is confirmed (see table below for Estimated Delivery Time). No delivery will be made to P.O. boxes and hence delivery address must be a physical address. An email confirmation will be sent to you to inform you of your order status. We will not be responsible should you fail to receive the email due to an incorrect email address provided by you.

Legend Countries Estimated Delivery Time (Weeks)
Zone A Hong Kong, Malaysia 3 to 6
Zone B Indonesia, Philippines, Thailand 3 to 6
Zone C Australia, Sri Lanka 5 to 8
Zone D Brunei, India, Japan, South Korea 3 to 6
Zone E Bangladesh, China, New Zealand, Pakistan, Taiwan, Vietnam 5 to 9
Zone F Canada, Germany, Switzerland, United Kingdom 6 to 15
Zone G France, UAE, USA 6 to 15
Zone H Chile, Costa Rica 8 to 15

2.2.

Express Air Parcel

Express air parcel for delivery outside Singapore can take between 5 to 16 working days from the time the order is confirmed (see table below for Estimated Delivery Time). No delivery will be made to P.O. boxes and hence delivery address must be a physical address. An email confirmation will be sent to you to inform you of your order status. We will not be responsible should you fail to receive the email due to an incorrect email address provided by you.

Legend Countries Estimated Delivery Time (Working days)
Zone A Brunei, Malaysia 6 to 8
Zone B Hong Kong, Phillipines, Thailand 5 to 9
Zone C Indonesia, Sri Lanka, Taiwan 7 to 12
Zone D South Korea, New Zealand 6 to 8
Zone E Australia, China, India, Japan, Pakistan, Vietnam 5 to 12
Zone F Canada, Germany, Netherlands, Switzerland 6 to 13
Zone G Austria, Brazil, France, United Kingdom, USA 7 to 14
Zone H Nigeria, Paraguay 10 to 16
Zone I Argentina, Costa Rica, Spain 10 to 16

2.3.

Import Duties And Taxes

Orders that are shipped to destinations outside Singapore may be subject to import duties and/or taxes which are levied by the governments of these destination countries. Customs policies vary from country to country and we are unable to advise from the outset if customs duties and/or taxes apply and how much they may be. These charges are neither included in the prices of the products nor the handling and shipping fees quoted online. You are advised to contact your local customs office for more information about the prevailing import duties and taxes.

By confirming your order, you agree to comply with all the customs laws and regulations of the destination country’s government and to bear any additional charges for import duties and/or taxes for customs clearance. We will not be responsible for the payment of any import duties and taxes under any circumstances.

We will not be liable for any refund, delivery delay and/or non-delivery of your order in the event that the product(s) which you have ordered is retained by third parties (e.g. shipping company) because you have not or refuse to pay the import duties and/or taxes which may be imposed by the government of the destination country.

3.

Delay in Delivery and Non-Delivery

Rock Gifts & Book Centre will not be liable to you for any delay in delivery or non-delivery of product(s) ordered in the event that:

3.1.

the address that you have specified in the mailing address form is incorrect, or you have changed your address without prior written notice to us. In the event that you have specified an incorrect address, and our efforts to contact you have failed, we reserve the right to dispose of any such packages and its contents at our discretion should they be returned to us. We will not be obliged to issue a refund to you or any other persons.

3.2.

the delay or failure is due to circumstances beyond our control or the control of our agents and sub-contractors, including and not restricted to war, electricity power failure, utilities failure, failure of telecommunications links, failure of transportation infrastructure, fire, flood, government act, natural disaster, legislative constraint, strike, labour dispute or malicious damage involving employees.

3.3.

the issuer of your payment card refuses to authorize payment to us


Returns and Refunds Policy

Upon receipt of your order, if you discover any defect in the product(s) delivered to you, please inform us immediately via email at ask@rockonline.sg. Any defective item must be returned within 30 days of receipt of order for a replacement or a refund (if stock is unavailable) at our sole discretion.

For international orders:
The shipping charges incurred for the posting of replacement will be borne by customer.

Please note that returns for minor cosmetic defects or damages caused by your negligence will not be accepted. If you have received any incorrect items, please contact us before you return the item.

Order Cancellation Policy
Order Cancellation can only be accepted on the basis that the customer contact our company within 24 hours after an online order has been sent to us. Please note we reserve the right to review any cancellation of order.

We will make every effort to accommodate changes to or cancellations of orders; do note that a cancellation admin fee of 5% of your order amount applies.