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CUSTOMER SERVICE


Online Purchase Information
Revised as of 1 April 2008

This Online Purchase Information governs purchases made through the website. Please read these policies carefully prior to making a purchase. Also, please be advised that these policies may change and you should review them from time-to-time as you use our site.

Contact Us
Payment
Sales Tax
Email Confirmations
Order Status
Tracking Your Order
Shipping and Delivery
Returns and Exchanges
Changes/Cancellations
Color Accuracy
Out of Stock Items
Email Updates



Contact Us
For additional assistance concerning online purchases,

RoughRoses
14925 Ventura Blvd #300
Sherman Oads, CA 91403


Payment
RoughRoses.com accepts the following forms of payment for online purchases:   

  • Visa
  • Mastercard
  • American Express

Your credit card will be charged only after we have verified your card details, received credit authorization and confirmed stock availability, and your order is ready to be shipped.

Sales Tax
RoughRoses.com Online Store is required by law to charge applicable sales tax for orders shipped to California only. Recipients of orders shipped to other states are responsible for complying with state and local tax laws. Please note that your on-screen transaction total reflects an estimation of taxes. The actual sales tax will be calculated when your order is shipped and may differ from the initial tax.

Email Confirmations
Upon ordering at RoughRoses.com you will receive confirmation emails when:

  1. Your order is received. You will also receive a copy of your invoice.
  2. Your order is shipped.  
  3. Your return has been processed.


Order Status
If you are a registered shopper, you can quickly check the status for any Internet, phone or mail order, by clicking on the "order status" link located at the top of every page on the site.

You will need your order number to check a specific order or select "view all orders" to see all orders placed within the last six months.

When you place an order with RoughRoses.com, you will receive a confirmation e-mail that includes the order number. Please retain this e-mail for your records.

If you have misplaced your order number or prefer to check your order status by phone, simply call us toll-free at 1-818-905-0611.

Tracking Your Order
As soon as your order is billed and shipped, we will send an email confirmation with information on how to get your shipment and tracking details.

To track your order please visit our website and click on the order status link. You will be able to get your UPS or FedEx tracking number by logging in and clicking on your order number. Enter that number at either www.ups.com or www.fedex.com to check status of your online order.

Please note that it can take up to 24 hours before tracking information is updated on the shipping carrier’s site.

Shipping and Delivery
RoughRoses.com offers shipping via UPS or Fedex for domestic delivery and FedEx for international delivery. Orders are typically processed within 48 business hours (Monday thru Friday). Please provide complete billing and shipping information to avoid a possible delay in the delivery of your package.

  • Overnight orders must be submitted Monday through Friday by 10:30 a.m. PST.
  • Overnight orders placed on Friday will arrive the following Monday.
  • Orders placed on Saturday and Sunday will be processed on the following Monday. Holidays Excluded.

Please note: International shipments are subject to all applicable customs costs and restrictions. We cannot ship to P.O. boxes, APO or FPO addresses.

Domestic orders shipped via UPS or Fedex should arrive within 3-10 business days. Packages can be shipped Next Day Air, 2nd Day Air, or 3 Day Select within the continental United States for an additional charge. At this time, we do not offer weekend delivery service. Shipping charges will be automatically calculated at the check out page for the type of shipping you choose. Upon our delivery of the ordered merchandise to the carrier, the risk of loss of such merchandise passes to you.

Domestic Delivery Options:

  • UPS Next Day Air® - Guaranteed overnight delivery to all 50 states and Puerto Rico by 10:30 a.m., 12:00 noon, or end of the next business day depending on destination
  • UPS 2nd Day Air® - Guaranteed delivery to every address in the 50 states (excluding intra-Alaska shipments) and Puerto Rico by the end of the second business day 
  • UPS 3 Day Select® - Guaranteed delivery within three business days to and from every address in the 48 contiguous states
  • UPS Ground - Guaranteed day-definite delivery to every address in the U.S. 50 states and Puerto Rico

Returns and Exchanges 
At RoughRoses.com, we pride ourselves on highest quality merchandise and service.  If you are not delighted with your purchase, return or exchange the item in its original condition within 7 days for a full refund, less shipping costs.  Items that are on final clearance discounted 50% or more cannot be returned for a refund; however, they may be exchanged for a different size or color.  Please contact customer service to arrange exchanges on clearance items.

How do I ship the items back to RoughRoses Online Store?

 

Fill out the information requested at the top of this return form, including your reason for return and the details of any items that you wish to receive in exchange.  Include in the package the unworn merchandise with all original tags, the order receipt and a ship to address for the items you wish to exchange.  Please keep a copy of the receipt for your records.  Returned items must be unworn with tickets attached and accompanied by the original receipt.

 

We recommend shipping returned merchandise via UPS, FedEx or insured parcel post for tracking purposes.  RoughRoses does not take any responsibility for reimbursement or compensation in the event that any return packages are lost, late, delayed, stolen or mishandled.

 

Ship To:
RoughRoses

Attn: RA: Online Store

14925 Ventura Blvd #300
Sherman Oaks, CA 91403

 

 

How quickly will my return be processed?

 

Your return will be processed within two weeks of receipt of the package.  An email notification will be sent to you when your return has been processed.  Please allow 1-2 billing cycles for the refund to appear on your credit card statement.

 

May I exchange my purchase for a different style?

 

Yes, you may exchange your belt or handbag for a different style.  If your exchanged item is of greater value than the original item, then your original credit card will be charged the difference.  If your exchanged item is of lesser value, your card will be credited for the difference.

 

Changes/Cancellations
If you wish to cancel or modify your order, please email the customer service representative at service@roughroses.com   or call 818-905-0611 as soon as possible. However, once a product has left our premises for shipping, the purchase cannot be cancelled or modified until the product has been returned to us. In this case, please refer to our return policy above and return your purchase once you have received it.  

Color Accuracy
Although the photographs on this site were carefully selected to represent color, design, and texture as accurately as possible, some variation may occur due to your computer monitor configuration. RoughRoses.com does not warrant that a product description or other content on this site is accurate, complete, reliable, current or error free. If you have a question regarding the color, design or texture of a product featured on this site, or about any of our products or services, please send your question to service@roughroses.com with your information, a customer representive will contact you within 24 hours. However, if you believe that a product offered on this site is not as described or depicted, your sole remedy is to return it in unused condition for a refund or exchange pursuant to the procedures and terms set out in this policy.

Out of Stock Items
While we make every effort not to be out of stock, occasionally we are out of certain items. If we are out of stock on an item that you've ordered, we will immediately notify you by phone or e-mail. Any out-of-stock items will be removed from your order total and will be reflected in your shipping confirmation email (if you have provided an email address). We apologize, but we are unable to accept back orders at this time.

Email Updates
By registering on the RoughRoses.com Online Store, you may sign up and be eligible to receive coupons, updates of Online Store events and announcements.