Question 1

How do I get help with an order?

Accepted Answer

All order support requests must be submitted through our Help Center. Please use the same email address used at checkout so we can verify your order.

Question 2

Why do I need to use my purchase email?

Accepted Answer

Using the purchase email helps us confirm that the support request is connected to the original order. This protects customer information and helps prevent fake refund, replacement, or cancellation requests.

Question 3

Can I return an item if I ordered the wrong size?

Accepted Answer

No. Most RockTopTEES products are made to order. We do not accept returns, exchanges, or refunds for incorrect size selection. Please review the size chart and order details before completing checkout.

Question 4

Can I exchange an item for another size or color?

Accepted Answer

No. Because items are made to order, we generally do not offer exchanges for size, color, style, or buyer's remorse.

Question 5

What if you sent the wrong item?

Accepted Answer

If we sent a materially incorrect item, submit a support request through the Help Center within 7 days of delivery. Please include your order number, purchase email address, a description of the issue, and clear photos.

Question 6

What if my item is damaged, defective, or misprinted?

Accepted Answer

Submit a support request through the Help Center within 7 days of delivery. Include your order number, purchase email address, description of the issue, clear photos of the item, and photos of damaged packaging if applicable. We will review the claim and may offer a replacement, refund, store credit, or another resolution depending on the issue.

Question 7

Can I cancel my order?

Accepted Answer

Orders may be eligible for cancellation within 6 hours of purchase, but only if production has not already started. To request cancellation, submit a support request through the Help Center using the same email address used at checkout. Cancellation requests are not guaranteed.

Question 8

Why can't I cancel after production starts?

Accepted Answer

Most products are made specifically for your order. Once production begins, the item is already being created and usually cannot be canceled, changed, or returned to inventory.

Question 9

How long does production take?

Accepted Answer

Typical production time is 2 to 7 business days. Production time may vary based on product type, design, order volume, holidays, supplier conditions, or other factors.

Question 10

How long does shipping take?

Accepted Answer

After production is complete, estimated U.S. delivery is typically 3 to 10 business days. International delivery may take longer. Shipping times are estimates and are not guaranteed.

Question 11

Why did only part of my order arrive?

Accepted Answer

Some orders ship in separate packages. This may happen if items are made by different facilities, are different product types, or require separate fulfillment. You may receive more than one tracking number.

Question 12

My tracking says delivered, but I do not have the package. What should I do?

Accepted Answer

Please check your porch, mailbox, parcel locker, garage, side door, or building office, as well as with household members, neighbors, and your local post office or carrier. If you still cannot locate it, submit a Help Center request. Packages marked as delivered by the carrier are not automatically eligible for refund or replacement.

Question 13

When do you review lost packages?

Accepted Answer

We generally review potentially lost U.S. shipments after 20 business days without delivery or meaningful tracking progress. We generally review potentially lost international shipments after 45 business days without delivery or meaningful tracking progress. Submit a request through the Help Center if you believe your package may be lost.

Question 14

Do colors always look exactly like the screen?

Accepted Answer

No. Colors may vary slightly due to screen settings, product material, product color, lighting, and print method. Minor color differences are normal and do not automatically qualify for refund or replacement.

Question 15

Do print placement and size always look exactly like the mockup?

Accepted Answer

Product mockups are visual previews. Final print placement, scale, and appearance may vary slightly due to production process, product size, product shape, and print method. Minor variations are normal for made-to-order production.

Question 16

Do you support customers through social media?

Accepted Answer

Social media comments and direct messages are not official order support channels. For fastest service and proper documentation, use the Help Center.

Question 17

Should I mail my item back?

Accepted Answer

Do not mail items back unless our support team provides written return instructions through an official support ticket. Unauthorized returns may not be accepted, refunded, processed, or returned.

FAQ / Order Help