Return Policy

 

Thank you for your purchase of a Christmas Crate!

Order Refund Policy

You can cancel your Pre-order and Regular Order at any time prior to shipping for a FULL refund. Once shipped, we will allow refunds within 7 days of ship date excluding actual (not quoted) shipping costs.

Returning Damaged/Defective Items

In cases of damage or defect, the return process can often be expedited by providing a digital image of the damage or defect (along with a clear description of the problem) in an email to our customer support team (Elves). In many cases, action (in the form of replacement, refund or account credit) can be taken as soon as substantiation of the claim has been provided by the customer.

If the damage / defect cannot be verified over the phone or via email contact, the item may be required to returned to our factory (Santa’s Workshop) for inspection before a determination can be made as to the state of the product.

Who Covers the Return Shipping Cost?

In most cases, return shipping costs are the responsibility of the customer. However, we will cover the cost of replacement ornaments which may have been damaged in transit.

Under no circumstance does Rockwall Christmas Company reimburse (or provide credit) for return shipping costs incurred by the customer. If a product is damaged or defective, the recipient must make arrangements with RCC support as to how the return should be handled prior to placing the items back in transit to RCC.

How to return an Item?

Contact customer support to request a return. You must make this request within 7 days of receiving the shipment.

  1. Returns may only be authorized by Rockwall Christmas Company for damaged items. Please be sure of your purchase before ordering.

  2. Be sure to specify the reason for the return request in your email and indicate any preference for account credit or refund.

  3. Once our customer service representative makes contact with you, you will be asked to select the product that you want to return.

  4. Make arrangements with RCC support as to how the return should be handled prior to placing the items back in transit to RCC.

What the Return Process usually Entails

If you have requested a refund, be advised that returning funds usually take 7-21 days to appear in the account used to make the purchase (depending on the processing speed of the bank that issued the funds).

Replacement items will only be sent in the event of a damaged or broken product. Please contact customer support for further inquiry.