Customer Service Notice

Due to Covid-19, we are experiencing high volumes of customer service requests. Our response times are much longer than normal, so please accept our apologies. We really appreciate your patience.

We are shipping most orders within one day of receipt, but there may be delays throughout the shipping network, so please allow extra time for delivery.

Help us help you! Please review the information below before contacting us.

Where’s my order?

1. Your email order confirmation will have a link to check your order status.  If you just placed your order, please wait at least 2 days before checking your status.
2. You will receive a shipment confirmation email as soon as your order ships with a tracking link for any item that is shipped from a Rockler warehouse.  If you ordered large items (like power tools) that are drop-shipped from a vendor, the trucking company will call you to arrange a delivery time.  Please give them some time as everyone is backed up right now – including delivery companies. 
3. If you have a back ordered item, you will receive separate emails regarding it's status - including if the expected date changes.  We will contact you if there are any issues with your order. 
4. You may also check your order status online.  Please try this before contacting us.

Can someone help me with a product question?

Our product support staff is helping backfill our customer service staff right now, so have less availability to answer product-related questions.  Please try our product Q&A service first.  On any product page on our website, scroll down to the “Questions & Answers” section and type your question there.  If it’s already been asked, you will see suggested answers.  If it is a new question, you will have the option to submit it to other customers who have purchased this product.  You will often get a response within a few hours. 

I can’t get free shipping or another promotion to work on your website.

A valid promotion code needs to be entered in the Promotion Code field in your shopping cart or at checkout in order to receive free shipping or other promotion.  These codes are published at the top of each of our marketing emails – or in a catalog or flyer you may have received.  If you receive our emails, you can click on any link within the email to automatically load the code.  If the promotion requires a minimum order, please make sure your shopping cart total is enough to enter the code, otherwise it will not be accepted.  Please pay attention to any promotional exclusions.  Power tools and sale items, for instance, are not eligible for discounts and will not be included in any discount calculations.

How does store curbside pickup work?

Step 1: Use the Find In Store button on any product page to check local inventory of items you want to pick up. If there is inventory available, click the “Curbside Pick Up” button.

Step 2: Call your preferred store at the number shown during business hours. (Click here for current hours for your preferred store.)

• Let us know your item numbers and quantities.
• We will ask for your name, phone and credit card number once we have verified the items are available.

Step 3: Call the same number when you arrive at the store. Please bring your ID with you so we can match it to the name on your order. Please help us maintain adequate social distance during pick up.

Note: most of our stores are still open for walk-in visitors. Please check your store's current hours.

See More Frequently Asked Questions