DELIVERY & SHIPPING POLICIES
How will COVID-19 affect shipping?
Due to COVID-19, there is a delay in order processing. Orders are expected to ship in 10-14 business days. We are continuing to accept and process orders as quickly as we can within the recommended safety guidelines. Additionally, almost all carriers have suspended their service guarantee with regard to delivery dates; so delays may be present there as well. The customer service team is still available for support and can be reached at firstname.lastname@example.org for any questions or concerns. We can also manage refunds and other solutions as the situation necessitates. We apologize for any inconvenience, and deeply appreciate your patience and understanding.
When will my order ship?
We are currently expecting all orders to ship between 10-14 business days. Please note: this time frame represents how long we are expecting it to take to receive and process your order. It does not take into account the delivery times. For any questions about potential delays in the delivery process, please reach out to your selected courier.
How do pre-orders work?
Pre-orders are expected to ship on the date specified on the product page. You will receive tracking notice at that time.
This ship date will also include any non-preorder items you purchase along with this pre-order item unless you make separate orders. If ordering multiple pre-order items, ALL items will ship on the later ship date, unless you make separate orders.
Where do I direct a question about an online order?
If you have a question about an online order, including information about doing a return/exchange, adjusting a shipping address, order cancellation, receiving wrong item, etc.. please send an email to email@example.com. Make sure to include your order number in the subject or body of the email as our customer service team will very likely need it.
How do I know when my order will arrive?
When you place your order you are automatically sent an email to the address you include with your order. In that email you will find a link for tracking your order to check its status. Please note: that link is not active until the shipping carrier picks it up.
What are your Online Shipping Options?
We offer a variety of shipping options. For shipping carriers we offer USPS (Media, Express, Priority and First Class), FedEx (Express and Ground options).
Before you place your order in the checkout process you will have the option to choose your preferred shipping method and see the calculated cost once you have provided your shipping/billing information.
What are your International Shipping Options?
We ship all over the world, except Algeria, Brazil, Morocco, Philippines, and Tunisia due to low delivery success rates. For all orders, including international orders, your available shipping options will be presented at checkout. For international orders we recommend you use USPS Priority Mail or FedEx for the best results. With international orders, delivery times can vary widely and are dependent on the process of your selected carrier, and your local postal system.
Please be advised; each country has their own customs laws, so in some cases additional duty charges may apply upon receipt. These fees are not imposed or controlled by Sa-Roc.com and are the responsibility of the customer. Please reach out to your local shipper carriers or Customs office for more details about Import Duty Fees.
RETURN + EXCHANGE POLICIES
We offer returns or exchanges within 30 days of receiving your order. You can return your product for store credit, a different product, or a refund to the original payment method. Returned items must be in their original condition (i.e. unwashed and undamaged) with no visible signs of wear or use.
Please note the following exceptions to our return and exchange policy: Discounted items are final and cannot be returned or exchanged. Music items are not returnable. If you receive a damaged CD, vinyl, or cassette, we will send a new one out pending confirmation via photo and video proof of damage. Please email firstname.lastname@example.org with photos and videos to initiate.
In the event you receive a damaged item, or an item you did not order, we will process the return/exchange at our expense. However, for standard returns/exchanges (ex; you receive the item you ordered but would like a smaller size), the customer is responsible for all shipping fees. Please reach out to our customer service team at email@example.com with any questions, or to begin the process.
How do I initiate a return or exchange?
Email us at firstname.lastname@example.org or use our contact page to reach us, and we'll arrange the process.
What is the policy and procedure regarding Unclaimed Packages?
As sad as it may sound, sometimes we ship orders and they are returned back to us. This is generally due to a mistake being made when someone enters their address, someone moving before the order ships and other unknown possibilities.
When this happens, once we receive the package we will email you to verify a correct address and to resend your package. If we do not get a response to our email within 30 Days we will automatically refund you for your order.
How do the digital downloads work?
Once you’ve completed your order, an email will be sent to you with a link to download the content. All downloads must be performed at a computer and will not work if done on a phone.
I did not receive my download link
If you did not receive your download link, please go through your spam folder, as our downloads emails have a habit of ending up there. If you still haven’t found it, please shoot an email to email@example.com and our customer service team will investigate the issue. Make sure to include your order number as this will speed up the process and bring a resolution to the issue quicker.
Send an email to firstname.lastname@example.org, and we will get back to you as soon as possible.
PERSONAL INFORMATION WE COLLECT
When you visit the Site, we automatically collect certain information about your device, including information about your web browser, IP address, time zone, and some of the cookies that are installed on your device. Additionally, as you browse the Site, we collect information about the individual web pages or products that you view, what websites or search terms referred you to the Site, and information about how you interact with the Site. We refer to this automatically-collected information as “Device Information.”
We collect Device Information using the following technologies:
- “Cookies” are data files that are placed on your device or computer and often include an anonymous unique identifier. For more information about cookies, and how to disable cookies, visit http://www.allaboutcookies.org.
- “Log files” track actions occurring on the Site, and collect data including your IP address, browser type, Internet service provider, referring/exit pages, and date/time stamps.
- “Web beacons,” “tags,” and “pixels” are electronic files used to record information about how you browse the Site.
Additionally when you make a purchase or attempt to make a purchase through the Site, we collect certain information from you, including your name, billing address, shipping address, payment information (including credit card numbers Apple Pay, Google Pay, Paypal, etc), email address, and phone number. We refer to this information as “Order Information.”
HOW DO WE USE YOUR PERSONAL INFORMATION?
We use the Order Information that we collect generally to fulfill any orders placed through the Site (including processing your payment information, arranging for shipping, and providing you with invoices and/or order confirmations). Additionally, we use this Order Information to:
Communicate with you; Screen our orders for potential risk or fraud; and
When in line with the preferences you have shared with us, provide you with information or advertising relating to our products or services.
We use the Device Information that we collect to help us screen for potential risk and fraud (in particular, your IP address), and more generally to improve and optimize our Site (for example, by generating analytics about how our customers browse and interact with the Site, and to assess the success of our marketing and advertising campaigns).
SHARING YOUR PERSONAL INFORMATION
We share your Personal Information with third parties to help us use your Personal Information, as described above. For example, we use Shopify to power our online store--you can read more about how Shopify uses your Personal Information here: https://www.shopify.com/legal/privacy. We also use Google Analytics to help us understand how our customers use the Site--you can read more about how Google uses your Personal Information here: https://www.google.com/intl/en/policies/privacy/. You can also opt-out of Google Analytics here: https://tools.google.com/dlpage/gaoptout.
Finally, we may also share your Personal Information to comply with applicable laws and regulations, to respond to a subpoena, search warrant or other lawful request for information we receive, or to otherwise protect our rights.
As described above, we use your Personal Information to provide you with targeted advertisements or marketing communications we believe may be of interest to you. For more information about how targeted advertising works, you can visit the Network Advertising Initiative’s (“NAI”) educational page at http://www.networkadvertising.org/understanding-online-advertising/how-does-it-work.
Additionally, you can opt out of some of these services by visiting the Digital Advertising Alliance’s opt-out portal at: http://optout.aboutads.info/.
DO NOT TRACK
Please note that we do not alter our Site’s data collection and use practices when we see a Do Not Track signal from your browser.
If you are a European resident, you have the right to access personal information we hold about you and to ask that your personal information be corrected, updated, or deleted. If you would like to exercise this right, please contact us through the contact information below.
Additionally, if you are a European resident we note that we are processing your information in order to fulfill contracts we might have with you (for example if you make an order through the Site), or otherwise to pursue our legitimate business interests listed above. Additionally, please note that your information will be transferred outside of Europe, including to Canada and the United States.
When you place an order through the Site, we will maintain your Order Information for our records unless and until you ask us to delete this information.
For more information about our privacy practices, if you have questions, or if you would like to make a complaint, please contact us by e-mail at
email@example.com or by mail using the details provided below:
The ADS Group
1000 Berkshire Lane
Plymouth, MN 55441