After working for Nike & Jordan, Rocky had the opportunity to develop many relationships and connections with people and factories along the way. One factory that he developed a working relationship with was called RUIXING. This factory had a line called RAX that consisted of outdoor footwear and apparel that were traditional and crunchy at best.
Idea wheels began to spin as Rocky began working on fresh designs all while procuring a percentage of their business. ROCKDEEP's sales flourished off the hand-picked designs that Rocky had created, the same couldn't be said for RUIXING. Outside of their partnership with Rocky, they were steadily struggling to stay afloat. Using his keen business acumen, he bought the rights to the RAX line & name and began to contract the factory to produce his designs.
Two week shipping mean's your item may ship if it's at our local location, but for whatever reason if it isn't we will have it shipped from our warehouse. This typically doesn't take a full two weeks, but we like to set expectations.
Before emailing the staff your inquiries of where your shoe order is, please check to see if it's part of the 2-week shipping collection. Our staff appreciates and thanks you for doing your due-diligence and checking for these answer via the website.
Reservations (Pre-Orders) that we produce are based on the number of items(reservations/pre-orders) purchased determined by the MOQ quantity agreed upon by ROCKDEEP and their manufacturer.
Reservations (Pre-Orders) "production" process generally takes 90 days from the date of factory order- NOT the date of customer order
This is broken up into 30-day increments: 30 days(resourcing), 30 days(assembling), 30 days (shipping to ROCKDEEP headquarters)
An additional 15 days(roughly) is slotted for Quality Assurance check by the ROCKDEEP team once the product is received at headquarters and the act of packing and shipping out the product to the customer
Explanations of this process are located within each product description
ROCKDEEP is not responsible for the customer's failure to read the product description and its contents.
ROCKDEEP retains the responsibility of updating pre-order customers byways of social media, email newsletter, posted updates to the product page, posted updates to production schedule, mobile app notifications, and live updates made by the CEO
When a customer cancels their order after ROCKDEEP's production order is placed with the manufacturer, ROCKDEEP incurs fees tied to the aforementioned shoe. To put it plainly, we are responsible for the number of shoes in the order placed even if a customer decides to cancel their order. These become unexpected costs that need to be consumed by our small business. In order to continue to provide quality products at an affordable price, we aim to keep these costs at a minimum with a set of detailed policies.
Therefore, when an order has been canceled after the 30-day marker, the customer has broken the sale contract that was signed and acknowledged when clicking the "check box" at checkout.
Customers have thirty days to cancel their reservations(pre-orders) without incurring a cancelation fee (35%).
Those who choose to cancel their reservations(pre-orders) thirty days after purchase, incur a 35% cancelation fee before the remaining amount of funds is refunded.
If after thirty days you choose to cancel your reservation(pre-order) and choose to obtain a store credit or exchange instead of a refund, the original order amount will be applied to store credit or exchange. The 35% cancelation fee will be waived in this instance.
It is important to note that due to unforeseen circumstances such as the pandemic and other logistical delays in this current climate, reservation(pre-order) timelines are subject to change. ROCKDEEP will continue to maintain transparency through its process by informing customers of any status updates through all forums mentioned above.
Please follow ALL social media as the CEO will update regularly on the production schedule and progress of every single pre-order.
Please DO NOT purchase a pre-order release if this time frame does not work for you. While we want to provide the best customer service possible, questions that could already be answered only slows us down and prevents us from getting to those with questions not covered here.
Once an order is placed, it goes through a processing period of 1-2 days.
Orders received after 2:00pm EST on a Friday do not get processed until the next business day--which would be Monday.
When you purchase goods from our site, the goods will be delivered through one of the following methods:
Standard, Priority, or Express via UPS, USPS, and other options the customer may choose. Delivery time is based on when ROCKDEEP Shipping and Fulfillment delivers products to the carrier, not the date of purchase.
Delivery will take place as soon as reasonably possible, depending on the delivery method selected. Delivery times may vary due to unforeseen circumstances. Please note that delivery times do not include weekends and statutory holidays.
You will be required to pay delivery charges in addition to the price for the goods you purchase. If you purchase goods from us for delivery to a destination outside the United States your purchase may be subject to import duties and taxes applied by the destination country. You are responsible for paying any such duties or taxes. Please contact your local customs office for more information before making a purchase. We are not responsible for the payment of any such duties or taxes and are not liable for any failure by you to pay them.
You are required to provide us with a complete and accurate delivery address, including the name of the recipient. We are not liable for the delivery of your goods to the wrong address or wrong person as a result of you providing us with inaccurate or incomplete information.
COVID-19 SHIPPING UPDATE:
ROCKDEEP strives to deliver orders in a timely fashion, however you may experience delays in shipping times due to COVID-19 and current postal service delays.
We are doing our best to maintain a quick turn-around, however we hope you can understand that these delays are out of our control.
Should you experience a delay and have a question regarding it, please don't hesitate to reach out to email@example.com.
Many retailers, as part of their business models, allow returns if customers change their minds or receive unwanted items as gifts. While many retailers have decided this makes for the best business practice, they aren't legally required to accept returns. Rather, retailers are required to accept returns only if the sold good is defective or if they otherwise break the sales contract.
In addition to retailers being required to accept the return of defective items, federal law provides a "Cooling-Off Rule " giving buyers three days to cancel purchases of $25 or more. Under this rule, the right to cancel for a full refund extends until midnight of the third business day after the sale. The rule applies to sales at the buyer's home or workplace, at facilities rented by the seller on a temporary basis, or at locations otherwise away from the seller's normal retail location.
Customer Returns and Refunds Under State Law
In addition to applicable federal law, many states have laws regarding consumer refunds. Often, refund policies must be prominently displayed at the place of purchase in order to be valid. Many states, in addition to the protections of the federal Cooling-Off Rule, allow consumers to rescind club memberships or other special sales contracts within a specified number of business days.
Other fees, such as restocking fees or cancellation fees normally must be made clear in the retailer's policy language. Regardless of whether your state requires disclosure of return policies, you should ask any retailer for their particular policy before making a purchase. Additionally, states may or may not explicitly apply their laws to online sales. Below are summaries of state laws governing refunds of retail sales items:
Virginia State Laws:
State law requires that a retail merchant disclose all conditions, charges, or fees relating to the return of goods for refund, exchange, or credit. A merchant's failure to disclose its return policy can be a violation of the Virginia Consumer Protection Act (VCPA.)
ROCKDEEP is not required by federal or Virginia state law to provide refunds for purchased items, however, we feel this is not good business or a good business practice.
ROCKDEEP will issue refunds within 30 days after request. ROCKDEEP will refund as soon as possible, but we ask customers to be patient and refrain from emailing Customer Service repeatedly.
We accept refund requests for goods sold on our Site for any of the following reasons:
You have 30 days from time of purchase to cancel your reservation(pre-order) without incurring a cancellation fee.
If you choose to cancel your reservation(pre-order) after this 30-Day window, a 35% cancelation fee will be applied to the amount in question, and You will be refunded the difference.
If You cancel your reservation(pre-order) after the 30-Day window, and choose to obtain a store credit or exchange, then we will waive the 35% cancellation fee and apply the full amount to the credit or exchange.
Memberships can only be canceled within 48 hours of purchase.
ROCKDEEP has the right to review the above mentioned policy on membership cancellation on a case-by-case basis.
Items that have already been processed and fulfilled cannot be canceled.
Should You want a refund on an order that has already been fulfilled and shipped, You are responsible for the shipping cost to send the product back to ROCKDEEP headquarters.
At time of receipt, the customer will receive a refund for their order minus shipping cost and restocking fee.
The deadline for canceling an Order that is in stock, or a custom apparel order is 7 days from the date on which You placed the order for the Goods or on which a third party you have appointed, who is not the carrier, takes possession of the product delivered.
In order to exercise Your right of cancellation, You must inform Us of your decision by means of a clear statement. You can inform us of your decision by:
By ways of the "Contact Us" page via our website: rockdeep.com
For Orders that have been cancelled and not shipped out, You will be reimbursed no later than 30 days from the day in which your cancellation has been confirmed by customer service. We will use the same means of payment as You used for the Order, and You will not incur any fees for such reimbursement. We do not have access to the entirety of your card--only the last 4 digits. Therefore, we are unable to change the method to which you paid to return said funds. Should an instance occur where the aforementioned card is no longer in use, please contact your bank in regard to the transaction.
For the Goods to be eligible for a return, please make sure that:
Request for refunded Goods is made within 7 days of receipt
The Goods are in the original packaging (i.e., poly bag, microfiber bag, or gratis packaging for specific footwear
There are no visible signs of wear or tear
The following Goods cannot be returned:
The supply of Goods made to Your specifications or clearly personalized (i.e., custom apparel).
The supply of Goods is marked as clearance or as a sale item (40% or more).
The supply of Goods which according to their nature are not suitable to be returned, deteriorate rapidly or where the date of expiry is over.
The supply of Goods which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery.
We reserve the right to refuse returns of any merchandise that does not meet the above return conditions in our sole discretion.
You will be reimbursed no later than 30 days from the day in which your cancellation has been confirmed by customer service. We will use the same means of payment as You used for the Order, and You will not incur any fees for such reimbursement. We do not have access to the entirety of your card--only the last 4 digits. Therefore, we are unable to change the method to which you paid to return said funds. Should an instance occur where the aforementioned card is no longer in use, please contact your bank in regard to the transaction.
You must submit a request for a return within 7 days of receipt of shipment less any shipping charges. A 30% restocking fee will be assessed on any return.
Authorized returns MUST be shipped within 7 days from the return approval date to our shipping address. Unauthorized returns will be refused. You are responsible for the cost and risk of returning the Goods to Us. You should send the Goods to the following address:
PO Box 25163
Alexandria, VA 22312
We cannot be held responsible for Goods damaged, improperly handled or lost due to improper care will not be eligible to be returned. Therefore, We recommend an insured and trackable mail service. We are unable to issue a refund without actual receipt of the Goods or proof of received return delivery.
It is referenced on our footwear size chart on our website, and it has been articulated by our CEO numerous times that we use the Euro size to ensure our customers get the most accurate fit when sending them shoes.
Here is an excerpt that can be found on the link above:
"True to size is an ambiguous term when speaking to anyone at any brand. This is because each brand uses different tooling(outsoles) for their footwear. However, they all use the same Euro sizing when adjusting their sizes to U.S. sizing. "
We recommend that folks check the Euro size on a pair of shoes at home, then compare it to our footwear size chart on our website, then match it to the corresponding U.S. size chart.
.Even though you will be clicking on a U.S. size, cross-checking the Euro size with the U.S. size ensures that you will choose the correct size and that there is less of a chance you will have to go through the exchange/return process.
Going by the Euro size does not mean we ignored your size request. It does not mean we sent you the incorrect size. It does not mean we made an error. In fact, the Euro number is more for the staff to ensure they are pulling the correct shoe for you.
Please do not email us telling us we have to be responsible for your return label because we made the error--or that you wish someone would have told you before that we use the Euro size. Please refer to our return policy for return label instructions.
He will initiate contact with the potential candidate--more often than not he prefers it to be someone/organization he already knows in some capacity.
If you have never purchased any ROCKDEEP product, he feels it is a slap in the face to ask for sponsorship in order to obtain free merchandise or money--your approach seems one-sided if you haven't supported the company thus far.
In terms of collaborations- Yes. The CEO reaches out to those he knows or has watched on social media as he prefers his collaborations be authentic and organic.
For more information on the "Why's and Why not's" of sponsorships and collaborations, feel free to check out earlier videos from our CEO on Instagram @rockdeepglobal.