Online Ordering Frequently Asked Questions
Table of Contents
- Our Guarantee of Satisfaction
- Overview Of Our Online Ordering System
- Payment Methods
- Open Accounts
- Special Offers and Discounts
- Checking On the Status of Your Order
- Shipping and Handling Charges
- Sales Tax on Internet Orders
- Tax Exempt Customers
- Using Multiple Gift Cards
- Out of Stocks or Discontinued Items
- Earth Friendly Air Pillows
We are proud of the quality of our products, and stand behind them 100%. If for any reason you are not satisfied with the merchandise you ordered, just return it within 90 days to receive a refund in the manner of original payment. Your order will come with a return form with convenient instructions, or you may send your returns directly to Returns Department, Rockler Woodworking and Hardware, 4365 Willow Drive, Medina, MN 55340. You may also return purchases to a Rockler store near you for store credit. Items shipped directly from the manufacturer cannot be returned in store. For international returns, please see International Orders section below.
Our online catalog uses "shopping basket technology" to facilitate online ordering. When you start shopping with us, our server automatically assigns you a unique "shopping basket" where you can store products you are interested in purchasing. There is no limit to the amount of products you can have in your basket, and you can add, remove or change the products in your basket at any time before you check out. You can even leave our site and come back within 7 days and your shopping basket will still be waiting for you (assuming you are using the same computer and accept cookies).
There are two ways to add products to your basket, and you can use either one or both:
- Browse our online catalog and click "add to basket" when viewing a product you want to purchase.
- Use our print catalog quick order form to add items you found in one of our printed catalogs using the 5-digit item number.
When you are ready to check out, click the "Check Out" button . Your connection with our server will then "go secure" and all information you send us will be encrypted to protect your privacy and security. If this is your first time ordering from us, you will need to fill out your shipping and billing addresses, and a way to contact you if we have any questions. If you ordered from a printed catalog, please enter the 5-character code from the back of your catalog, as well as your customer number. If you ordered from the online catalog, you can leave the catalog code blank, and if you do not know your customer number, you can leave that blank also. Hit "continue" when done.
On the next page, choose a shipping method. Express shipping options are available for an additional charge.
On the following page choose a payment method (click for more information on payment methods). In the "messages" box, write any comments you want our order specialists to know. These comments will be reviewed before the order is processed. Then click "continue."
When you hit "continue" your order will be submitted, and you will see a thank you confirmation. You will also receive a confirmation by e-mail, assuming you entered your e-mail address properly in the address page. If you chose the Phone/Fax/Mail option, print your order form and follow directions given.
Your trust is important to us, so we invest in best practices to keep your information private and secure.
Our web servers are located in a world-class hosting facility, giving us the protection of a dedicated, state-of-the-art firewall and network security, as well as high-level physical security. All credit card transactions are sent through the Internet using 128-bit SSL encryption, and credit card numbers are not permanently stored on our web servers. For further safety we use a 3rd-party service to monitor our servers from other points on the Internet to make sure everything is secure.
We collect your e-mail address during checkout, and we also offer e-mail lists you may wish to join. Be assured that Rockler does not sell its e-mail lists to anyone, so your information is safe with us.
Our award-winning website was one of the first e-commerce woodworking sites on the Internet, and Rockler Companies has been in business and delighting customers since 1954. We work very hard to earn and retain your trust!
We accept payment using MasterCard, Visa, American Express or Discover Card. If you do not wish to send your credit card information over the Internet, choose either Call in Credit Card, or Fax or Mail Order when you are on the Payment Options page. The click the Submit Order button. On the next page, which shows your order summary, you can then do one of the following:
- Call us at the 800 number shown on the order summary page with your credit card number handy, and use the information on your order form to place your order with one of our customer service representatives.
- Print out the order form, fill in your credit card number and expiration date, sign the form, and fax it to the number listed.
- Or, print out the order form, fill in the appropriate information, and mail it with a check or money-order to the address shown on the form. We accept checks or money orders drawn in US funds, on US Banks only. Sorry, no COD's accepted.
You must have an existing open account with the Rockler Companies to use this option. Please provide a contact name in the Special Instructions on the checkout page.
All orders are subject to approval.
If you have a special offer or discount code, you can enter it when you checkout in the Promotion Code box. You should see a message confirming the special offer.
Discount codes entered at checkout cannot be combined with other offers or applied to previous orders.
Offer limitations may apply depending on the promotion please call us if you have questions: 1-800-279-4441
If you are ordering within the contiguous United States, you can expect your order within 7 to 10 business days. A shipping confirmation will be e-mailed to you when your order is shipped along with tracking information if applicable.
You can check the status of your order online by clicking here, you can also contact our Customer Service Department or call them at 1-800-376-7856 Be sure to include your customer and/or order number in all correspondence, as well as your full name and address.
Shipping to Contiguous United States
Email subscribers receive free economy shipping on orders over $35* when using the promotion code in your email. Click Here to Sign Up.
Most orders are shipped from our warehouse in Minnesota. Standard economy shipping rates to addresses within the contiguous United States are as follows*:
|Order Total||Shipping and Handling Charge|
|Up to $15.00||$3.99|
|$15.01 - $25.00||$5.99|
|$25.01 - $50.00||$7.99|
|$50.01 - $75.00||$9.99|
|$75.01 - $100.00||$11.99|
|$100.01 - $125.00||$13.99|
|$125.01 - $150.00||$14.99|
|$150.01 - $175.00||$15.99|
|$175.01 - $200.00||$17.99|
Please note: When Free or Economy Shipping is selected, Rockler determines the most efficient shipping carrier for your order. The carriers that may be used are: UPS Ground, UPS Mail Innovations or UPS Surepost (the latter two are delivered by your local post office, but will have tracking via UPS.) Shipping charges may be subject to sales tax depending on the tax laws of the state the order is being shipped to.
To help expedite your order, please be sure that the billing address and phone number you gave us matches what is on file with your financial institution. Shipping and Handling charges cover the costs of packaging, processing and shipping your order. Most orders are processed within 1 business day.
*Additional shipping charges will apply for select over-sized items. These will be indicated in your shopping cart and during checkout.
Shipping to Alaska, Hawaii, Guam, Puerto Rico and US Virgin Islands
Most orders are shipped from our warehouse in Minnesota. You will be quoted the best rate when placing your order online, or via the phone.
Please note: Rockler will determine the most efficient carrier for your order. The shipment methods we use are UPS 2nd Day air or USPS Priority mail. To help expedite your order, please be sure the billing address and phone number you gave us matches what is on file with your financial institution. Most orders are processed within 1-2 business days.
*Additional shipping charges will apply for select over-sized items. These will be indicated in your shopping cart and during checkout.
Rockler offers a number of shipping upgrade options for domestic orders at an extra charge. Options include UPS Next Day Air, UPS 2nd Day Air, and UPS 3 Day Select. Note: Some shipping upgrade options may not be available for certain orders and shipping destinations. Details on available shipping options are supplied at checkout.
If you choose an upgraded shipping option, your order will be shipped the same-day if received by 12:00 p.m. (Central Standard Time) Monday-Friday. Orders placed after this time or on holidays or weekends will be processed and shipped the next business day.
International shipping service to many countries throughout the world is provided through i-parcel. To start an international order, please choose your country in the “Ship To:” link at the top of the page. i-parcel will calculate the total cost of your order in local currency (including freight, taxes and duties), and will handle payment and delivery of your order.
If your country is not in the i-parcel drop-down list, then we cannot ship products to your country.
I-parcel is a global e-commerce provider that offers international shopping and shipping solutions. We show prices in your currency and display your final cost during checkout. We also let you take advantage of a fast, reliable shipping network.
When you place an international order with us, we are responsible for collecting your payment and processing your order. We will also happily assist with other customer service needs.
I-parcel provides international shipping to many countries. We calculate the total cost of your order (including freight, taxes, and duties) in your currency, and handle payment and delivery.
Starting an international order is easy. Our services can identify what country you’re located in, or you can select your country with the “Ship To” link at the top of the page. If your country is not in this dropdown list, then we might not deliver to it. We also don’t ship to freight forwarders located in the U.S. If you don’t see your country, check back with us because i-parcel adds new destinations regularly.
Depending on your country’s customs requirements, you can expect delivery within 5 to 9 business days after the merchant sends your order to one of our international processing facilities.
Duties and Taxes
All duties and taxes will be calculated at checkout.
Duty (or customs tariff) is set by the customs authorities of destination countries. The duty/tariff fee is determined by a combination of a product’s country of origin or manufacture, and the classification of that merchandise in accordance with a harmonized tariff schedule adopted by the countries that i-parcel supports.
Value Added Tax (VAT) rates are set by the destination country. You will be able to view the guaranteed total amount of applicable duty and taxes/VAT for your order at checkout.
Returns & Exchanges
If for any reason you are not satisfied with your international online purchase, visit https://returns.i-parcel.com/ within 30 days of the original purchase to initiate a Return Merchandise Authorization, which is required to process a return. The i-parcel team will provide you with instructions on where returns should be shipped.
For returns from Canada, i-parcel will provide you with a refund of the original merchandise price and any duties and taxes originally paid on the item in the same currency as your original order.
Please note that you will be responsible for any return shipping charges.
We are required by law to collect sales tax on all orders being shipped to locations within Alabama, Arizona, California, Colorado, Connecticut, Florida, Georgia, Hawaii, Illinois, Indiana, Iowa, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Minnesota, Mississippi, Missouri, Nebraska, New Jersey, New York, North Carolina, North Dakota, Ohio, Oklahoma, Pennsylvania, Rhode Island, South Carolina, South Dakota, Texas, Utah, Vermont, Washington, and Wisconsin. Sales tax is calculated on the merchandise and shipping & handling charge total except in states where shipping & handling is exempt from sales tax. Tax Exempt Customers may read the section below for information on declaring the exemption.
We do not collect sales tax on orders shipped to other states. However, you may be responsible for paying a sales/use tax to your state and/or local taxing authority on orders shipped to you in your state.
Sales tax amounts are estimated. The correct sales tax will be calculated when your order is processed.
Tax exempt customers may place their orders with us by Internet. However, Internet orders will show tax at the time the order is placed. We will not collect sales tax if, prior to when we process the Internet order internally, we receive a SIGNED Tax Exempt Certificate (NOT A COPY OF A LICENSE) in which you attest to the fact that you are a tax exempt organization and you are not required to pay tax on the items purchased. Please make sure you include your tax exempt customer number on the Tax Exemption Certificate. You can send us the Tax Exempt Certificate by fax at 1-800-865-1229 or by mail at 4365 Willow Drive, Medina, MN 55340-9701. If you need a Minnesota Tax Exempt Certificate form, please e-mail us at Customer Service or call 1-800-279-4441.
We will collect sales tax on the order if we do not receive a SIGNED Tax Exemption Certificate before we process the order.
To use more than one gift card during checkout, please enter information for for the first gift card in the Gift Card Number and Amount boxes. Then list remaining gift card numbers and amounts in the Special Instructions box.
While we try to keep our online catalog up-to-date, occasionally an item you order may be out of stock or discontinued. In the case of an out-of-stock, we will place the rest of your order, and put the out-of-stock item on back order. We will then notify you of the item on back order, and the date it is expected in. It will be automatically sent to you when it is back in stock. The in-stock date displayed in our online catalog for out of stock items is approximate and not guaranteed.
Note: We do not ship partial orders to Alaska, Hawaii, Puerto Rico, the Virgin Islands, Guam, or to our international customers. In addition we do not ship partial orders to AFO and FPO addresses. All ordered items must be in stock before the order will be shipped. To request other arrangements, please contact Customer Service.
If an item you ordered has been discontinued, we will notify you and let you know if there are any recommended replacement items.
If you do not accept cookies, some features of this site will be limited. We strongly recommend that you accept cookies while on our site. It also helps to turn the "cookie warning" off in your browser while you are on our site. You can always turn it back on when you are finished shopping.
Inventory stock status is kept updated throughout the day. Occasionally an item showing in stock may go out of stock by the time your order is filled. In these cases, we will notify you of the delay as soon as possible via e-mail or phone. We apologize for any inconvenience this may cause.
Pictorial and typographical errors are subject to correction when orders are placed. Rockler Woodworking and Hardware reserves the right to limit quantities.