FAQ

RETURN POLICY

Returns are not accepted except in case of damage or a shipping error. If your products have been damaged during shipment, or if you received the wrong size of an apparel item, those products may be returned for exchange within 30 days of the sales receipt date. The return address is located on your sales receipt. Upon receipt of your item, a replacement item of your product will be shipped to you immediately.  

If you need to return an item, please Contact Us at info@rockettes.com  with your order number and details about the product you would like to return. We will respond quickly with instructions for how to return items from your order.

 

EXCHANGES

Exchanges can be processed for size only. We will not process exchanges for different styles or merchandise items. Please follow the size exchange procedure outlined below. A pre-paid return envelope is required. If an exchange request is submitted without a pre-paid return envelope, the merchandise may be be forfeited at a customer loss.

To exchange an unwashed/unworn shirt for a different size, please send the shirt to the address below. Include a self addressed, pre-paid postage envelope for us to send you the new shirt in. We are not responsible for lost or stolen packages, so we suggest purchasing tracking numbers and insurance for both shipments. Also enclose a note stating which size you would like to exchange for.

CI-Group
ATTN: Shop Rockettes Exchanges
291 US 22 East
Lebanon, NJ 08833

We are unable to guarantee exchange availability, as there is a possibility that a style/size may not be available for an exchange. If this happens, we will contact you regarding options on merchandise substitutions. Please allow 2-4 weeks for processing and delivery.  All questions regarding our exchange policy should be emailed to info@shoprockettes.com

 

Can I stop by the theater or Store to process an exchange?

We are unable to process exchanges in person. All exchanges must be conducted by following the procedure outlined above. 

 

SHIPPING QUESTIONS 

What is the processing time for an order prior to shipping?

All orders shipping to a U.S. address require 3-5 business days processing prior to shipping.

International orders will require additional processing time.

How can I track my package? 

Once your product ships, you will receive a shipping confirmation email that will include your tracking information. Please allow 24 hours for the tracking number to be activated within the shipping service system.

Depending on the processing time for your order, it may take up to 5 days after placing your order before you receive a shipping confirmation email. There may be additional delays for select orders and international shipments.

 

ORDERING & BILLING QUESTIONS

Can I order over the phone? 

No. All orders are required to be processed via our website.

When I receive my order confirmation does this mean I have been billed?

Yes.

What if my credit card declines?

In the event that your credit card declines your order will not be accepted.  Please try again using a different form of payment (another credit card, or PayPal).

 

GENERAL QUESTIONS

How will I know if there is a problem with my order?

We will email you with problems after the order has been processed. This can generally take up to 5 business days after the order is placed. Please ensure that you enter the correct email address when placing your order so that we can reach you if needed.