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FAQ

FREQUENTLY ASKED QUESTIONS

Filter Frequently Asked Questions
  • General Questions

  • How do I contact Hard Rock Customer Care?

    We have several ways for you to contact our Customer Care team. We are available 24 hours a day, 7 days a week.

    Phone: +1(954)488-7304

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

    Email: customer_care@hardrock.com

  • 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.

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

    When an item is “sold out” online, the product page you are viewing should have an automatic pop-up giving you the ability to sign-up for an email alert when the item is back in stock.

  • 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

  • Can I cancel my order?

    If you'd like to cancel your order, please contact our customer service within 5 minutes of placing the order. If the time frame exceeds this window, we cannot guarantee that the order is eligible for cancelation.

    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.

  • 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

  • How does your Free Shipping offer work?

    Spend $150 or more and receive free shipping. No promotional code needed. The discount is automatically applied to your cart.

  • Does Hard Rock international ship internationally?

    Yes and international shipping rates differ from those of domestic orders.

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

    Shipping Rates

    Order Subtotal
    ($USD)
     US Only -
    Domestic Ground Service ($USD) 
    International -
    Economy Local Service ($USD)
     Up to $25.00  $4.95 $9.99
     $25.01 to $50.00  $7.99 $11.99
     $50.01 to $75.00  $10.99 $19.99
     $75.01 - $100.00  $13.99 $22.99
     $100.01 to $125.00  $19.99 $24.99
     $125.01 to $150.00  $22.99 $29.99
     $150.01 to $175.00  $24.99 $54.99
     $175.01 to $200.00  $27.99 $74.99
     $200.01 to $300.00  $32.99 $99.99
     $300.01 - $400.00  $37.99 $124.99
     $400.01 - $500.00  $52.99 $149.99
     $500.01 - $600.00  $83.99 $239.99
     $600.01 - $700.00  $153.99 $319.99
     $700.01 - $800.00  $203.99 $399.99
     $800.01 - $1000.00  $253.99 $449.99
     Over $1000.01  $333.99 $479.99

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

    International Orders arrive approximately within 7 to 10 business days from placement of the order.

    International Orders shipping from US 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 | All taxes, duties and customs fees are the responsibility of the recipient of the package.
    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.

    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.

  • Do you ship to PO Boxes or APO/FPO?

    Yes, we do ship to PO Boxes or APO/FPO addresses.

  • Where are your warehouses located?

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

  • When will I receive my order?

    You will receive a shipping confirmation email within 2 to 3 business day of placing your order. 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. 

  • 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

  • Do you ship partially-filled orders?

    Yes. Your order may be shipped from multiple warehouses for highest efficiency, so your items 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)
    • 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: 

    • Brazil
    • 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?

    Yes, we support shipping to PO boxes, APO or FPO addresses at this time. 

  •  

  • 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. 

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

    Phone: +1(954)488-7304

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

    Email: customer_care@hardrock.com

  • Returns & Exchanges

  • What is your exchange / return policy?

    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.

    If you would like to request a refund or exchange, please  contact customer service within 30 days of receiving you order. Please 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?

    We do our best to ensure accuracy with every order. In the event that you do notice a mistake with your order, please ontact customer service within 30 days of receiving you order. Please 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.
  •  
  • Visit Credits

  • Am I eligible to receive a visit credit for online Rock Shop orders?

    Yes, you can receive a once-per-lifetime unique visit credit towards milestone pins when you place an online order.

    To receive your visit credit, contact customer care and provide your order number.

    To redeem your visit credit, contact customer care within 30 days of receiving order. If you return the items, we reserve the right to revoke your visit credit.

    Phone: +1(954)488-7304

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

    Email: customer_care@hardrock.com

  • 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: ipenforcement@hardrock.com. 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.