FAQ

FREQUENTLY ASKED QUESTIONS

Filter Frequently Asked Questions
  • General Questions

  • Does Hard Rock international ship internationally?

    Yes and international shipping rates differ from those of domestic orders.  International orders arrive within 7 to 10 days from the initial placement of the order.

     

    Domestic (United States Only) and International Shipping Charges All charges are in USD.

    Shipping Rates

    Order in Total (USD)                  Domestic Ground Service USD                
    US Only  
    International Economy Service USD
    Local Postal Service
    $25.00 to $75.00 $9.95 $24.95
    $75.01 to $125.00 $14.95 $39.95
    $125.01 to $200.00 $19.95 $74.99
    $200.01 to $400.00 $24.99 $149.95
    $400.01 - $500.00 $49.95 $239.95
    $500.01 - $750.00 $80.95 $319.95
    $750.01 - $1000.00 $80.95 $319.95
    $500.01 - $750.00 $100.95 $399.95
    $1000.01 - $1500.00 $150.95 $449.95
    $1500.01 - $2000.00 $200.95 $479.95
    $2000.01 - $2500.00 $250.95 $479.95
    Over $2500.00 $330.95 $549.95

    Domestic orders (US only) Orders arrive approximately within 7 to 10 business days from placement of the order.
    International orders (shipping from US to any International location
    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.
    **International taxes, duties and customs fees Hard Rock International ships your package with all import taxes, duties and customs fees and other taxes DDU, 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.
    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. All taxes, duties and customs fees are the responsibility of the recipient of the package. 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.

  • What international taxes, duties, and/or customs fees are included when shipping internationally?

    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.

    **International taxes, duties and customs fees

    Hard Rock International ships your package with all import taxes, duties and customs fees and other taxes DDU, 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.

    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. All taxes, duties and customs fees are the responsibility of the recipient of the package. 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.

    Our apologies, Hard Rock cannot ship to PO boxes or APO/FPO addresses at this time. A permanent physical address is always required.

  • Where is your warehouse located?

    Our warehouses are located worldwide and geographically dispersed in order to expedite shipping transit times and enhance your experience. 

  • Can I cancel my order?

    If you'd like to cancel your order, please contact our customer service:

    Phone: +1(954)488-7304

    Toll Free US & Canada: 1-888-519-6683

    Email: customer_care@hardrock.com

    *Please note, if your order has already been shipped, it cannot be cancelled. If you would like a refund, you will be responsible for shipping the items in accordance with our return policy back to our warehouse facility.

  • What is a coupon code and how do I get one?

    From time to time, we have the ability to issue coupon codes for customers to receive a reduction on specific items or their entire order.  These codes are entered during checkout and applied towards your shopping cart subtotal. Coupon codes must be entered at the time of purchase to receive discount.

    Please note, only 1 coupon code can be applied per order. As an example, you would not be eligible to redeem a free shipping promotion and a percent off your order coupon for the same order.

  • Why have I not received a reply to my email inquiry?

    We handle messages in the order they are received. We will respond to your request as quickly as possible. If you require immediate assistance please contact customer service:

    Phone: +1(954)488-7304

    Toll Free US & Canada: 1-888-519-6683

    Email: customer_care@hardrock.com

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

    If there is a problem with your order, please contact customer service immediately. For faster service, please make sure to have your order number available when contacting customer service:

    Phone: +1(954)488-7304

    Toll Free US & Canada: 1-888-519-6683

    Email: customer_care@hardrock.com

  • Ordering

  • What should I do if I did not receive my order confirmation or shipping confirmation email?

    Please check your Spam or Junk mailboxes just in case they were filed there by mistake.  If you continue to encounter issues with your order or notifications please contact customer service.  For faster service, please make sure to have your order number available when contacting customer service.

    Phone: +1(954)488-7304

    Toll Free US & Canada: 1-888-519-6683

    Email: customer_care@hardrock.com

  • Why will my order not go through?

    Please make sure you have filled out all required fields, including the country to which your order is shipping.  If you still have problems, try switching web browsers (Google Chrome, Mozilla Firefox, or Safari for Mac). If you are experiencing issues on our mobile web site, try submitting your order on a desktop computer.  If you're still experiencing issues, please contact customer service. Make sure to have a complete description of your issue, name of browser or operating system used when the problem occurred.

    Phone: +1(954)488-7304

    Toll Free US & Canada: 1-888-519-6683

    Email: customer_care@hardrock.com

  • Shipping

  • What are the domestic and international shipping rates?

    Shipping is based on items in your cart, their size, and your shipping destination.

    To check the shipping cost for your order, simply place the items you want in your cart and follow the checkout process until the available shipping options and costs are displayed.

  • When will I receive my order?

    You will receive a shipping confirmation email within 2 to 3 days.  Shipping can then take up to 7 to 10 days for either domestic shipments or international shipments.  Please reference the tracking number listed on your email confirmation to determine the estimated ship time as notated on your order receipt.  We do not offer pre-sales or backorders.  If items are out of stock you will be notified by the email on file when the items are back in stock.  All missing packages must be reported immediately to customer service. For faster service, please make sure to have your order number available when contacting customer service.

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

    All orders receive a shipping confirmation email that includes your order tracking number.

  • 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. 

  • Do you ship partially-filled orders?

    No, we do not ship partial orders. All items you select in your cart will be shipped in the order but may arrive in different boxes.

  • What countries do we ship to?

    We ship to almost all international locations. Below is a full list of the countries in to which we can ship and those into which we cannot.

    Countries into which we can ship:

    • Afghanistan (AF)
    • Albania (AL)
    • Algeria (DZ)
    • American Samoa (AS)
    • Andorra (AD)
    • Angola (AO)
    • Anguilla (AI)
    • Antigua (AG)
    • Argentina (AR)
    • Armenia (AM)
    • Aruba (AW)
    • Australia (AU)
    • Austria (AT)
    • Azerbaijan (AZ)
    • Bahamas (BS)
    • Bahrain (BH)
    • Bangladesh (BD)
    • Barbados (BB)
    • Barbuda (AG)
    • Belarus (BY)
    • Belgium (BE)
    • Belize (BZ)
    • Benin (BJ)
    • Bermuda (BM)
    • Bhutan (BT)
    • Bolivia (BO)
    • Bonaire (AN)
    • Bosni (BA)
    • Botswana (BW)
    • Brazil (BR)
    • British Guyana (GY)
    • British Virgin Islands (VG)
    • Brunei (BN)
    • Bulgaria (BG)
    • Burkina Faso (BF)
    • Burundi (BI)
    • Cambodia (KH)
    • Cameroon (CM)
    • Canada (CA)
    • Canary Islands (ES)
    • Cape Verde (CV)
    • Cayman Islands (KY)
    • Chad (TD)
    • Channel Islands (GB)
    • Chile (CL)
    • Colombia (CO)
    • Congo (CG)
    • Congo, Dem Rep Of (CD)
    • Cook Islands (CK)
    • Costa Rica (CR)
    • Croatia (HR)
    • Curacao (CW)
    • Cyprus (CY)
    • Czech Republic (CZ)
    • Denmark (DK)
    • Djibouti (DJ)
    • Dominica (DM)
    • Dominican Republic (DO)
    • Ecuador (EC)
    • Egypt (EG)
    • El Salvador (SV)
    • England (United Kingdom) (GB)
    • Eritrea (ER)
    • Estonia (EE)
    • Ethiopia (ET)
    • Faeroe Islands (FO)
    • Fiji (FJ)
    • Finland (FI)
    • France (FR)
    • French Guiana (GF)
    • French Polynesia (PF)
    • Gabon (GA)
    • Gambia (GM)
    • Georgia, Republic Of (GE)
    • Germany (DE)
    • Ghana (GH)
    • Gibraltar (GI)
    • Grand Cayman (KY)
    • Great Britain (GB)
    • Great Thatch Island (VG)
    • Greece (GR)
    • Greenland (GL)
    • Grenada (GD)
    • Guadeloupe (GP)
    • Guam (GU)
    • Guatemala (GT)
    • Guinea (GN)
    • Guyana (GY)
    • Guyane (GF)
    • Haiti (HT)
    • Holland (NL)
    • Honduras (HN)
    • Hong Kong (HK)
    • Hungary (HU)
    • Iceland (IS)
    • India (IN)
    • Indonesia (ID)
    • Iraq (IQ)
    • Ireland, Northern (GB)
    • Ireland, Republic Of (IE)
    • Israel (IL)
    • Italy (IT)
    • Ivory Coast (CI)
    • Jamaica (JM)
    • Japan (JP)
    • Jordan (JO)
    • Jost Van Dyke Island (VG)
    • Kazakhstan (KZ)
    • Kenya (KE)
    • Korea, South (South Korea) (KR)
    • Kuwait (KW)
    • Kyrgyzstan (KG)
    • Laos (LA)
    • Latvia (LV)
    • Lebanon (LB)
    • Lesotho (LS)
    • Liberia (LR)
    • Libya (LY)
    • Liechtenstein (LI)
    • Lithuania (LT)
    • Luxembourg (LU)
    • Macau (MO)
    • Macedonia (MK)
    • Madagascar (MG)
    • Malawi (MW)
    • Malaysia (MY)
    • Maldives, Republic Of (MV)
    • Mali (ML)
    • Malta (MT)
    • Marshall Islands (MH)
    • Martinique (MQ)
    • Mauritania (MR)
    • Mauritius (MU)
    • Mexico (MX)
    • Micronesia (FM)
    • Moldova (MD)
    • Monaco (MC)
    • Mongolia (MN)
    • Montenegro (ME)
    • Montserrat (MS)
    • Morocco (MA)
    • Mozambique (MZ)
    • Namibia (NA)
    • Nepal (NP)
    • Netherlands (Holland) (NL)
    • Netherlands Antilles (Caribbean) (AN)
    • Nevis (KN)
    • New Caledonia (NC)
    • New Guinea (PG)
    • New Zealand (NZ)
    • Nicaragua (NI)
    • Niger (NE)
    • Nigeria (NG)
    • Norfolk Island (AU)
    • Norman Island (VG)
    • Norway (NO)
    • Oman (OM)
    • Pakistan (PK)
    • Palau (PW)
    • Panama (PA)
    • Papua New Guinea (PG)
    • Paraguay (PY)
    • Peru (PE)
    • Philippines (PH)
    • Poland (PL)
    • Portugal (PT)
    • Puerto Rico (US)
    • Qatar (QA)
    • Reunion (RE)
    • Romania (RO)
    • Rota (MP)
    • Rwanda (RW)
    • Saba (AN)
    • Saipan (MP)
    • San Marino (IT)
    • Saudi Arabia (SA)
    • Scotland (GB)
    • Senegal (SN)
    • Serbia (RS)
    • Seychelles (SC)
    • Singapore (SG)
    • Slovak Republic (SK)
    • Slovenia (SI)
    • South Africa, Republic Of (ZA)
    • Soviet Union (ON)
    • Spain (ES)
    • Sri Lanka (LK)
    • St. Barthelemy (GP)
    • St. Christopher (KN)
    • St. Croix Island (VI)
    • St. Eustatius (AN)
    • St. John (VI)
    • St. Kitts And Nevis (KN)
    • St. Lucia (LC)
    • St. Maarten (AN)
    • St. Martin (AN)
    • St. Thomas (VI)
    • St. Vincent (VC)
    • Suriname (SR)
    • Swaziland (SZ)
    • Sweden (SE)
    • Switzerland (CH)
    • Tahiti (PF)
    • Taiwan, Republic Of China (TW)
    • Tanzania (TZ)
    • Thailand (TH)
    • Tinian (MP)
    • Togo (TG)
    • Tortola Island (VG)
    • Trinidad And Tobago (TT)
    • Tunisia (TN)
    • Turkey (TR)
    • Turks And Caicos Islands (TC)
    • U S Virgin Islands (VI)
    • Uganda (UG)
    • Ukraine (UA)
    • Union Island (VC)
    • United Arab Emirates (AE)
    • United Kingdom (GB)
    • United States (US)
    • Uruguay (UY)
    • Uzbekistan (UZ)
    • Vanuatu (VU)
    • Vatican City (IT)
    • Venezuela (VE)
    • Vietnam (VN)
    • Virgin Islands (DS)
    • Wales (United Kingdom) (GB)
    • Wallis & Futuna Islands (WF)
    • Yemen, The Republic Of (YE)
    • Zaire (ZR)
    • Zambia (ZM)
    • Zimbabwe (ZW)

    Countries where we cannot ship: 

    • Central African Republic (CF)
    • China, People's Republic Of (CN)
    • Comoros
    • Cuba
    • Equatorial Guinea (GQ)
    • Falklands
    • Guinea Bissau (GW)
    • Iran (IR)
    • Johnston Island
    • Kiribati
    • Korea, North (North Korea)
    • Mayotte Island
    • Myanmar (MM)
    • Nauru
    • Niue
    • Russia (RU)
    • Saint Pierre Et Miquelon
    • Sao Tome & Principe
    • Sierra Leone (SL)
    • Solomon Islands
    • Somalia (SO)
    • St. Helena (S. Atlantic)
    • Sudan (SD)
    • Syria (SY)
    • Tajikistan
    • Tokelau Islands
    • Turkmenistan, Republic Of (TM)
    • Tuvalu
    • Wake Islands

     

  • Do you ship to PO boxes, APO or FPO Addresses?

    Unfortunately at this time, we do not support shipping to PO boxes, APO or FPO addresses at this time. You will always need to ship to a permanent physical address. We apologize for any inconvenience.

  •  

  • How do I track my order?

    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. 

  • Returns & Exchanges

  • What is your exchange / return policy?

    Please make sure to contact customer service for all returns and exchanges within 7 days of receiving you order. For faster service, please make sure to have your order number available when contacting customer service.

    Phone: +1(954)488-7304

    Toll Free US & Canada: 1-888-519-6683

    Email: customer_care@hardrock.com

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

    Please make sure to contact customer service within 7 days of receiving you order. For faster service, please make sure to have your order number available when contacting customer service.

    Phone: +1(954)488-7304

    Toll Free US & Canada: 1-888-519-6683

    Email: customer_care@hardrock.com

  • 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.
  • Product Information

  • When will the item I want be back in stock?

    When an item is “sold out” online you can sign up by entering your email and we will alert you via email notification when the item is back in stock.