Frequently Asked Questions

Feel free to reach out to us by either phone, email or online form.

Phone: 1 (954) 488-7304 or Toll Free US & Canada: 1-888-519-6683. We are available 24/7.

Email: [email protected] We will respond within 24-48 hours depending on the volume of inquiries.

Online Form: Click here to submit our online form.

To track your order status and shipping updates, click here.

Please check your Spam or Junk mailboxes just in case they were filed there by mistake

Note that if your order contains multiple items, it's possible that you will receive multiple packages. Your order confirmation email will list how many packages you should expect to receive. Your shipment notification will be sent once all the packages in your order have been shipped.

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

Email: [email protected]

Online Form: Click here to submit our online form.

Unfortunately, we are unable to make changes (including cancellations) to orders after they have been submitted. If you would like to initiate a return or exchange, please visit our returns/exchanges section of the FAQs or email [email protected]

Online Form: Click here to submit our online form.

Please make sure you have filled out all required fields accurately, including the country to which your order is shipping. Also confirm that you are using a valid payment method with all of the correct details.

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.

For all other issues, please contact Customer Care. So that we can better assist you, please be prepared to describe the issue and provide browser and product details.

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.

We currently accept Credit Card, PayPal, Venmo & AfterPay.

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.

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.

Current shipping rates. All charges are in USD.

**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 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.

We do not currently ship to PO Boxes.

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 4 weeks in transit for select locations such as Central & South America, Carribbeans, 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.

No we do not. If for any reason we are unable to fulfill a part of your order, a refund for the unavailable item along with applicable tax paid will be issued. Please note your shipment notification will 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 your ‘My Account', navigate to your Order History and click on the order number to see the package details.

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.

Depending on the weight and destination of a shipment, we may use a combination of different parcel couriers. Many packages are shipped via FedEx but we may also ship through 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.

Countries we can ship to:

• Austria
• Belgium
• Canada
• Czech Republic
• Denmark
• France
• Germany
• Greece
• Italy
• Mexico
• Netherlands
• Portugal
• Spain
• United Kingdom
• United States

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.

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

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 15 business days for international shipments. Please allow up to 4 weeks in transit for select locations such as Central & South America, Carribbeans, 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.

If your international order is returned or deemed undeliverable for any reason—such as an incorrect address, refusal of delivery, or local postal constraints—we are unable to provide a refund or re-ship the order.

We strongly recommend reviewing your order details carefully to ensure the shipping address, email, and phone number provided are accurate and complete. Providing the best phone number where you can be reached can help ensure successful delivery.

Kindly note that if a package has been delivered to the correct shipping address provided at checkout and/or has been signed for upon delivery, we cannot be held responsible for that package.

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.

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).

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.

We'll gladly accept new, unworn, unwashed, and unaltered merchandise for a 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.

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 (Return Merchandise Authorization) for a refund or exchange. Terms & Conditions apply.*

View Full Return Policy

Start a Return

*We do not offer store credit. All final sale items are non-returnable. All Guitars and item(s) with a slashed out price are considered final sale and not eligible for a return or exchange. View our Full Return Policy for all terms & conditions.

Once your return arrives at the warehouse, we will issue a replacement order to honor 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.

To initiate a return or exchange, please contact Customer Care within 30 days and they will issue you a packing slip that you will need to include in your return. 

In our efforts to Save the Planet, we kindly ask that you please reuse the original packaging if the box is in good condition. Save the Planet. Take time to be kind. All is one.

All Guitars and 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.

View Full Return Policy

It depends on where you are. Orders processed here will take 5-7 business days to arrive. Overseas deliveries can take anywhere from 7-16 days. Delivery details will be provided in your confirmation email.

Once we receive your items at our 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.

Once you've reached out to your customer service team for your return or exchange, you can mail your return or exchange 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

A promo code is a discount code you can enter at checkout to apply a promotion to your order subtotal, depending on the terms of the offer.

Promotional codes and offers apply only to the order subtotal and cannot be used on sale items or combined with other discounts. Only one promo code can be applied per order.

Loyalty members may receive exclusive promotional offers, but these follow the same terms—applicable to full-price items only and not combinable with other promotions.

If your promo code isn't working, double check the spelling and make sure no other codes are activated (only one promo code can be applied per order). Promotional codes and offers apply only to the order subtotal and cannot be used on sale items or combined with other discounts.

Only one promo code can be used per order. Promo codes cannot be applied to items already on sale or combined with other promotions. For example, if your cart includes sale items, a subtotal discount promo may not apply. Likewise, you can't combine a discount code with a free shipping offer in the same order.

View Fit Guides

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.

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.

When an item is sold out online, the product page will no longer be visible, until the item is restocked. While we do our best to always stock the products you love, note that we cannot guarantee that every style will come back in stock.

Hard Rock only sells its merchandise exclusively on this website and at our Cafes, Hotels and Casinos.

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.

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

For authorized physical cafe locations, please visit the cafe 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

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.

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

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

Yes, you can initiate an exchange for another size. Please see our exchange policy.