FREQUENTLY ASKED QUESTIONS

• Does Hard Rock Ship to PO Boxes?

  We do not currently ship to PO Boxes.

• When will I receive my order?

  All orders ship from our distribution center in the United States.

  Domestic orders (US only) arrive approximately within 7 to 10 business days from placement of the order.

  International Orders arrive within 10 to 15 days from the placement of the order. International shipments may be subject to import taxes, duties and customs fees which are levied once your package reaches the country of destination, and are the responsibility of the recipient.

  You should receive a shipping confirmation email within 7 business day of placing your order.

  Once your items have shipped, please allow up to 10 business days in transit for US-bound shipments, and up to 15 business days for international shipments. Please allow up to 3 weeks in transit for select location Central & South America and Africa.

  To track your order, please reference the tracking number listed on your email confirmation to determine the estimated ship time as notated on your order receipt.

  Please report any missing packages or items within 45 days of placing your order to customer service.

  If your order contains multiple items, you may receive multiple packages that ship from various warehouses. Your shipment notification will be sent once all the packages in your order have been shipped.

• Do I get a tracking number when my order ships?

  You will receive a tracking number in your shipment confirmation email that you can track directly on the carrier website. Should you notice any issues related to the transit or delivery of your order, please reach out to the carrier directly to resolve. Often, issues with delivery are due to incomplete address information or missing information.

  If you are still having issues, please contact customer service:

  Phone: 1 (954) 488-7304 or Toll Free US & Canada: 1-888-519-6683

  Email: [email protected]

  Online Form: Click here to submit our online form.

• How will my package be shipped to me?

  Depending on the weight and destination of a shipment, we may use a combination of different parcel couriers.  Many packages are shipped via FedEx, DHL, UPS, USPS or country or state local postal carries. 

  Please call the carrier directly for any issues with tracking or delivery of your order.

• What do I do if I received an incomplete order?

  If your order contains a large quantity of items, it’s possible that you will receive multiple packages. Your shipment notification will be sent once all the packages in your order have been shipped out. If you do not receive all expected packages within a reasonable time frame, please contact Customer Care.

  If there is a problem with your order, please contact customer service within 30 days of receiving your order. For faster service, please make sure to have your order number available when contacting Customer Care.

  Phone: 1 (954) 488-7304 or Toll Free US & Canada: 1-888-519-6683

  Email: [email protected]

  Online Form: Click here to submit our online form.

• Do you ship partially-filled orders?

  Yes but this is rare. If there is an item in your order that is in-bound to our facility we may do a partial ship of in-stock items first. Please note your shipment notification will be not be sent until all the packages in your order have been shipped.

  Not sure how many packages you will receive? Check your order confirmation email for details or log into you ‘My Account’, navigate to your Order History and click on the order number to see the package details.

• What do I do if I received the wrong item?

  We do our best to ship accurately but recognize that mistakes do happen. If you receive something other than what you ordered, please contact Customer Care within 30 days of receiving your order so that we can make this right for you. Be sure to include photos of the items received. Please ensure the photos captures a clear picture of the item, the box/original packaging (if applicable), the size and hangtag (including bar code, SKU number and pricing).

  Phone: 1 (954) 488-7304 or Toll Free US & Canada: 1-888-519-6683

  Email: [email protected]

  Online Form: Click here to submit our online form.

• What should I do if I receive damaged/stained or otherwise defective item(s)?

  No one wants to receive damaged products. Please notify Customer Care within 30 days and we'll remedy the situation. If possible, please take a photo of the damaged items.

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  International Duties, Fees and Customs Charges

• What are the costs associated with shipments outside of the US?

  All orders sent to countries outside of the US are subject to international taxes, duties and customs fees. All taxes, duties and customs fees are the responsibility of the recipient of the package. Failure to pay these duties will result in destruction of the package and you will not be eligible for a refund or exchange of any kind.

  Hard Rock International ships your package with all import taxes, duties and customs fees and other taxes DAP, duties and taxes unpaid, and does not collect VAT/GST, duties and/or any other taxes and cannot predict what your particular charges may be. For more information regarding your country's custom policies please contact your local customs office.

  Our third party carrier is not responsible for any taxes or tariffs you may incur by ordering. Shipping and Handling costs only cover our shipping and handling costs to send the item to you. International shipments may be subject to import taxes, duties and customs fees, which are levied once your package reaches the country of destination, and are the responsibility of the recipient.

  The recipients’ local country postal service provider will charge the recipient all applicable duty, taxes, and/or brokerage fees C.O.D. in the local currency at the time of delivery. Your local post office or carrier can give you information on the method of payment accepted for the duties, taxes and other fees collected upon delivery. For deliveries to any other countries, a physical delivery address is required.

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  Returns & Exchanges

• What is your Return & Exchange policy?

  For all US returns and exchange requests, please reach out to Customer Care to request an official RMA and return label. Items purchased outside the US are not eligible for a RMA and considered FINAL SALE. Only items purchased on the Official shop.hardrock.com website can be returned or exchanged. We do not accept returns or exchanges for items purchased in a physical Hard Rock location or on other websites. Items sent back without an official RMA slip from our care team will not be eligible for a refund or exchange. All final sale items are non-refundable and non-returnable. All item(s) that have a slashed out price on-site and are considered final sale and not eligible for a return or exchange. Terms and conditions apply.

  If you would like to request a refund or exchange, please contact customer service within 30-days of receiving your order. You have 30-days to request a RMA for a refund or exchange. We do not offer store credit.

  We'll gladly accept unworn, unwashed, and unaltered merchandise for refund or exchange. Items must have original tags and be in new, condition. Clearly worn, broken, altered, unauthentic merchandise does not qualify for a refund or exchange.

  How to Return/Exchange: To initiate a return or exchange, please contact Customer Care and they will issue you a packing slip that you will need to include in your return. We kindly ask that you please reuse the original packaging if possible. Save the Planet. Take time to be kind. All is one.

  Refunds: Once we receive your items at the warehouse, you will be issued a refund for the cost of the item and any applicable taxes to your original payment method. Please allow 3-5 business days after we’ve received your items for your refund to be processed.

  Exchanges: Once we receive your items at the warehouse, we will issue a replacement order for the exchange.

  If the cost of your new item is less than that of the item you originally ordered, your original method of payment will be credited the price difference, minus the applicable new shipping fee.

  If the cost of your new item is more than that of the item you originally ordered, your original method of payment will be charged the price difference, in addition to the applicable new shipping fee.

   

  Please mail all returns & exchanges to:
  Hard Rock Online Rock Shop
  Fedex Supply Chain
  700 Commerce Pkwy W Dr
  Suite B, Door 30
  Greenwood, IN 46143
  United States of America

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  Payment

• Why was I charged if my order never went through?

  If you attempted to place an order and the order was not successfully placed but you are seeing funds held from your bank, it is most likely a temporary hold by your bank. Please allow a few days for this temporary charge to clear. If after a few days the funds are still on hold, please contact your local banking institution.

• What payment methods can I use?

  The payment methods currently accepted are those via credit cards and Pay Pal.

• When will my payment be taken?

  The payment will be taken when the order is placed and confirmed.  You will receive a receipt via an order confirmation email with the charge and order details.

• Why is my credit card being declined?

  If you've had a debit or check card payment declined and you have enough money in your account to cover the payment, there are several conditions that can prevent your payment from going through:

  • The payment amount exceeds your daily spending limit.

  • The payment is larger than the maximum transaction allowed for your account.

  • Your debit card has been locked by your issuing institution. This often happens when you enter an incorrect PIN at an ATM more than a few times.

  • The charge is larger than what you usually would put on your card.

  • Missing or incorrect card information.

  • Our system is not able to verify the address provided to the card address on file.

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  Size and Fit Guides

• What size or fit is right for me?

  Our size and fit guides will help ensure the styles you choose look (and feel) great. Please note that some items, like socks, have distinct sizing standards. Those size guidelines can be found on the individual product pages.

  Unless otherwise stated, sizes on the product pages are shown in inches. We do offer conversion to centimeters for your convenience in the Size & Fit Guides, which are linked on each product page.

  If you notice any inconsistencies in our sizing, please let us know by contacting Customer Care.

• How do I take my measurements?

  Chest: Measure 1 inch below your arm pit across the fullest part of your chest.

  Waist: Measure around your waistline, keeping the tape comfortably loose.

  Hips: Stand with your feet together and measure around the fullest part of your hips.

  Inseam: Using a pair of your pants that fit well, measure the inside seam from below the crotch to the bottom of leg.

• Men's/Unisex Size & Fit Guide

   

  Size Guide | Inches

  Category	X Small	Small	Medium	Large	X Large	XX Large	XXX Large
  Tees & Polos	30-32	34-36	38-40	42-44	46-48	50-52	54-56
  Button Front Shirts	36-38	40-42	42-44	44-46	47-49	50-52	53-55
  Hoodies/Sweatshirts	34-36	38-40	42-44	46-48	50-52	54-56	58-62
  Jackets	38	42	46	50	54	58	62

  Size Guide | Centimeters

  Category	X Small	Small	Medium	Large	X Large	XX Large	XXX Large
  Tees & Polos	76-81	86-91	97-102	107-112	117-122	127-132	137-142
  Button Front Shirts	91-96	102-107	107-112	112-117	119-124	127-132	135-140
  Hoodies/Sweatshirts	86-91	97-102	107-112	117-122	127-132	137-142	147-157
  Jackets	97	107	117	127	137	147	157

  Fit Guide

  Fitted: Lean yet comfortable with a slightly contoured silhouette through the chest and waist.
  
  Classic: Our most standard fit, providing a streamlined look that’s universally flattering.
  
  Relaxed: Loose fit with ease through the chest, sleeves and waist.

• Women's Size & Fit Guide

  Size Guide | Inches

  Category	XX Small	X Small	Small	Medium	Large	X Large	XX Large
  Tees	30	32	34	36	38	40	42
  Hoodies/Sweatshirts	33	35	37	39	41	43	45

  Size Guide | Centimeters

  Category	XX Small	X Small	Small	Medium	Large	X Large	XX Large
  Tees	76	81	86	91	97	102	107
  Hoodies/Sweatshirts	84	89	94	99	104	109	114

  Fit Guide

  Fitted: Form-fitting torso and sleeves for a contoured, slim silhouette.
  
  Relaxed: Loose fit for a more comfortable, relaxed feel and a less structured silhouette.

• Boy's/Unisex Size & Fit Guide

  Size Guide | Inches

  Category	X Small	Small	Medium	Large	X Large	XX Large
  Tees	27-28	29-30	31-32	33-34	35-36	37-38
  Hoodies/Sweatshirts	31-32	33-34	35-36	37-38	39-40	41-42

  Size Guide | Centimeters

  Category	X Small	Small	Medium	Large	X Large	XX Large
  Tees	69-71	74-76	79-81	84-86	89-81	94-96
  Hoodies/Sweatshirts	79-81	84-86	89-91	94-96	99-101	104-106

  Fit Guide

  Fitted: Lean yet comfortable with a slightly contoured silhouette through the chest and waist.
  
  Classic: Our most standard fit, providing a streamlined look that’s universally flattering.
  
  Relaxed: Loose fit with ease through the chest, sleeves and waist.

• Girl's Size & Fit Guide

  Size Guide | Inches

  Category	X Small	Small	Medium	Large	X Large
  Tees	21-22	23-24	25-26	27-28	29-30
  Hoodies/Sweatshirts	24-25	26-27	29-30	31-32	33-34

  Size Guide | Centimeters

  Category	X Small	Small	Medium	Large	X Large
  Tees	54-56	59-61	64-66	69-71	74-76
  Hoodies/Sweatshirts	61-63	66-68	74-76	79-81	84-86

  Fit Guide

  Fitted: Lean yet comfortable with a slightly contoured silhouette through the chest and waist.
  
  Classic: Our most standard fit, providing a streamlined look that’s universally flattering.
  
  Relaxed: Loose fit with ease through the chest, sleeves and waist.

• Joggers Size & Fit Guide

  Size Guide | Inches

  Category	X Small	Small	Medium	Large	X Large	XX Large
  Waist Relaxed	27	29	31	33	36	37
  Waist Extended	34	36	38	40	42	44
  Thigh 1" Below Crotch	20.5	22	23.5	25	26.5	28
  Inseam (with cuff)	29.5	30	30.5	31	31.5	32

  Size Guide | Centimeters

  Category	X Small	Small	Medium	Large	X Large	XX Large
  Waist Relaxed	68.58	73.66	78.74	83.82	91.44	93.98
  Waist Extended	86.36	91.44	96.52	101.6	106.68	111.76
  Thigh 2.54 cm Below Crotch	52.07	55.88	59.69	63.5	67.31	71.12
  Inseam (with cuff)	74.93	76.2	77.47	78.74	80.01	81.28

• LAMARQUE Feather Jacket Size Guide

  Size Guide | Inches

  Category	X Small	Small	Medium	Large	X Large
  Chest (1" Below Armhole)	38	40	42	44 1/2	47 1/2
  Front Length	21 1/4	21 1/2	21 7/8	22 1/4	22 5/8
  Across Shoulders	16	16 1/2	17	17 5/8	18 3/8
  Sleeve Length (from Shoulder Seam)	22 1/2	22 3/4	23	23 1/4	23 3/8

  Size Guide | Centimeters

  Category	X Small	Small	Medium	Large	X Large
  Chest (1" Below Armhole)	96.52	101.6	106.68	113.03	120.65
  Front Length	53.97	54.61	55.56	56.51	54.46
  Across Shoulders	40.64	41.91	43.18	44.76	46.67
  Sleeve Length (from Shoulder Seam)	57.15	57.78	58.42	59.05	59.37

• Neverland Casino Orders

• Where can I track my Hard Rock order purchased from the Neverland Casino App?

  Tracking orders can be easily made by entering your order details from the tracking page

• How do I return or cancel my order?

  Unfortunately returning or cancelling the order once it’s placed is not possible as this is a free gift from Hard Rock.

• Can I exchange for a different size?

  To initiate an exchange for another size of the same product, please refer to the exchange section.

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  Counterfeit Education

• What is counterfeiting?

  Counterfeiting is the passing off of imitation products as authentic brand-name goods.

  Counterfeit Hard Rock products are typically of poor quality and lack the details that make each Hard Rock item high-quality.

• Do other websites or stores sell authentic, new Hard Rock merchandise?

  No. Hard Rock only sells its merchandise exclusively on this website and at our Cafes, Hotels and Casinos.

  For authorized physical café locations, please visit the café store finder at hardrockcafe.com

  For authorized casino locations, please visit the casino finder at hardrockhotels.com/casinos

  For authorized hotel locations, please visit the hotel finder at hardrockhotels.com

  Buyers should be wary of purported Hard Rock merchandise sold through unauthorized channels. Beware of counterfeits. Remember: if it sounds too good to be true, it probably is.

• Where can I report a possible counterfeit design or a suspected website selling inauthentic product or knock-offs?

  Hard Rock rigorously protects our intellectual property rights. Please direct all tips about counterfeit designs, trademark infringements and websites selling Hard Rock replicas or knock offs at: [email protected]. This can be done anonymously.

  The following information is useful to Hard Rock to take action against a counterfeiter:

  • Location, Name, and Address (physical address or URL)

  • Type of location (retail store, flea market, internet, etc.)

  • Quantities and styles of products being sold

  • Do the items say Hard Rock or use any of our Trademarks?

  The Hard Rock Enforcement Team evaluates and tracks all notifications submitted. However, due to the high volume of submissions received, we cannot respond to each notification individually. Hard Rock thanks you for your assistance.

  Hard Rock DOES NOT authenticate merchandise or determine whether serial numbers match actual Hard Rock items. If you purchase an item from an authorized Hard Rock retailer, you can be assured that the item is authentic.