Frequently Asked Questions
Click the any of the following links for more information.
We do not offer a printed catalog because our products change frequently. Our website offers the most up-to-date product selection available.
Yes, we use a secure shopping cart with 128 bit encryption to ensure our customer's personal and financial information is kept confidential.
We accept four major credit cards: Visa, Mastercard, American Express and Discover.
No. Your information is used to process your payment and notify you of your order status. We do NOT submit any of our customer's personal information to bulk or paid mailing lists.
If you live in the state of Virginia, you will be charged Virginia sales tax. All other U.S. states are not subject to sales tax.
Your orders are important to us. Whether your sending a birthday gift, a christmas present, or just a few things for yourself, we want to ensure that your items arrive at their destination in the shortest amount of time. We try our best to ship your order within 24 business hours, and sometimes the same day your order is placed!
Business days are Monday through Friday, excluding holidays. Our 24 hour shipping applies to in-stock items only. You will be notified if the items you have purchased are out of stock. If there are questions or issues concerning your order that require your response, then 24 business hour shipping may not apply. Please note that during the busy holiday season from Thanksgiving to Christmas, our orders increase dramatically and we may not always be able to ship your order within the 24 hour period during this time. However, we make every attempt to ensure that you receive your package within the number of days you requested on your order.
You should receive an automated email confirmation almost immediately after you place your order with us, and an email each time we update your order status. If you do not receive any email from us, check your Spam folder, or review your filtering rules in your mail box to ensure that you receive our email in your Inbox folder.
If you've checked your Spam folder and did not see an email from us, please click the Live Help button on any page to either chat with a live RCG Customer Service Representative, or leave an email message with us. We will ensure that you receive confirmation by personally sending you an email of your order/order status.
We value you as a customer, and want you to know that you are receiving the lowest price, the best customer service, careful packaging, and the quickest shipping available. We offer the following specials and discount programs to all our customers. Click the links below to learn more about each of our programs.
Customer Rewards Program - Earn RCG Points!
Low Price Guarantee
Shipping Guarantee - Ships Within 24 Business Hours, or Your Shipping is Free!
Live Customer Assistance using Live Assistance
Monthly Newsletters With Specials - Click the Specials menu link at the top of the page. To recieve our newseltters, click the Subscribe E-News link from the main menu.
Depending on the number of items and the type of product, we may be able to offer you a discount. Please contact us for more information.
We do not wholesale any products at this time.
Please email us (by replying to your Order Confirmation email or by clicking the Contact Us link at the top of the page), or click the Live Help button at the top of any webapge immediately! We ship your products very quickly - sometimes the same business day. For more information on shipping issues, refer to Shipping Information.
If an item arrives broken, or we shipped you the incorrect item, we will replace it or offer you a store credit. Please email us immediately to let us know of any merchandise problems. Please keep all of the packaging material. If the broken or incorrectly shipped item needs to be returned, we will pay for the item to be returned to us. We will provide you with postage and mailing information. Please do not return any items until you receive authorization from us. We will not pay for shipping unless you have prior approval.
If you are not satisfied with an item, please return it to us for a refund of the merchandise cost (return shipping costs cannot be refunded, and a restocking fee will be applied). A restocking fee of either 10% of your order, or $7.99 will be charged, whichever is greater. We will refund the merchandise costs for any unused items returned in like new condition with the original packaging within 30 days (all Chamilia items must be returned within 14 days) of the purchase date. We refund to the credit card originally used to make the purchase. Our products are high-quality, so this should seldom be an issue. For more information, please click the Live Assistance button at the top of any Rock Creek Gifts web page to speak online with a representative or leave a message if one is not currently available.
Make sure you pack your items well so they do not break during transit. We only accept returns for purchases made from www.rockcreekgifts.com. Please supply the order number and the purchaser's name in your return package so that we can verify proof of purchase, and refund the appropriate credit card.
Yes, we do! However the quickest and most efficient way to place your order is through our secure checkout on our website. If you'd like to place your order via the phone, please call us at (540) 479-6472. If you need immediate assistance, or have questions with your order status, you can chat with us live by clicking the Live Help button at the top of any web page.
Click the Live Assistance button at the top of every Rock Creek Gifts page to chat with a Rock Creek Gifts representative online during business hours. If a Rock Creek Gifts representative is not currently available, you can click this same button to leave an email message for us. You can also email us with your questions or comments at our Contact Us page. We prefer to resolve most questions and issues via email to minimize consumer costs, however if you would like us to call you, please provide us with your contact information and we will return your call as soon as possible.
Orders can only be canceled prior to shipment. Please contact us via our Contact Us page to cancel your order. We usually ship the next business day.
Yes, we do! We offer Rock Creek Gift certificates in any denomination you want! You can even have your gift certificate automatically emailed to the recipient. Learn more about our gift certificates on our Gift Certificates page.
Yes, we offer a Low Price Guarantee program which allows us to offer you the lowest allowable prices on the Internet! Read more about our program on our Low Price Guarantee page.
Open your Internet browser, then select Tools, Internet Options from the main menu.
The Internet Options dialog box appears.
Click the Privacy tab.
Under the Settings section, adjust the scroll bar (move up or down) to allow cookies. As you move the scroll bar, notice the information at the right changes from "Block All Cookies" to "Accept All Cookies".
Find and leave the scroll bar at the setting you are most comfortable with, then click the OK button.
You should now be able to retain items in your shopping cart!
Note that some business servers disable cookies, or require that you contact your systems administrator to access and change the appropriate settings.
To learn more about earning and redeeming RCG Customer Reward Points, please refer to our Reward Points Page.
Please refer to our Redeeming Coupons page for detailed instructions on how to redeem your coupons/gift certificates and other offers.
When you make a purchase with Rock Creek Gifts, our financial software puts a "hold" on your credit card for the amount of your order total. This is the most common practice for retailers in most industries. This monetary hold ensures that when we submit our batch at the end of the night, those funds are still available.
If you purchase with a debit card, those funds are made "unavailable." The funds are not taken out of your account, just set aside by your bank. We do this so that we know when we submit our batches later on that evening, that those funds are still there.
When batches are submitted and processed every evening, the amount of the order totals are withdrawn. If you purchase with a credit card, this is a seamless process. However, if you purchase with a debit card, the unavailable funds will remain unavailable for two or more business days. The time period when your bank releases those unavailable funds is based on your bank's policies. If you have questions about the time period of your unavailable funds, please contact your bank.
Although you can certainly purchase items online using a debit card, we recommend using a credit card. Your credit card can protect you against fraudulent purchases by allowing you to review your purchases before you pay for them, and give you up to 6 months or more to determine the vailidity of a purchase. When you use a debit card to make a purchase of any kind, funds are automatically withdrawn from your checking account within a matter of days, and there is usually no recourse available.
To learn more about protecting yourself when shopping online, refer to the Federal Trade Commission - Protecting America's Consumers website. If you have any questions about Rock CreekGifts, please send us an email using our Contact Us link at the top of any web page, or click the Live Help button at the top of any web page.
Preorder items are items that have not been released yet from the manufacturer. As soon as we know about these new items, we include them on our website so that you can reserve these items for earliest delivery.
Preorder items usually sell out quickly once they are received, and because we must place our orders in advance, there's a limited amount of preorder items available with the first shipment. For more information about when your preorder items are expected to arrive, click the product link to access the detail page for that item. If you need help or require further assistance, just click the Live Help button at the top of any Rock Creek Gifts web page.
If you enter a gift message in the Gift Message field at checkout, or if the Ship To name is different from the Bill To name, we will treat your shipment as a gift.
Each gift we ship is covered with seasonal-colored gift tissue, and topped with your gift message if provided. We also include a packing slip underneath the gift tissue, which does not include pricing information.
If you use a credit card to purchase in-stock items, we charge your credit card when your items ship. If you are purchasing preorder items, we will not charge your credit card for preorder items unless your preorder items total less than $27.00 (this includes the $6.99 preorder shipping fee if applicable), or if your preorder items are expected to be delivered within 2 weeks.
If you are purchasing your items with a debit card, please refer to How Are Payments Processed?
If you find an item that states it is a Dealer Exclusive or a Platinum piece, this indicates that only certain retailers in the U.S. are allowed to carry these items. We are proud to offer everything that Willow Tree, Beanpod, and Chamilia manufacture! If you have further questions regarding a product, our RCG Customer Service Representatives will be happy to assist you! Just click the Live Help button at the top of any Rock Creek Gifts web page.
We automatically send you a confirmation of your order details via email. If you did not receive an email, please check your Bulk or Spam folder in your email to ensure that our email was not excluded from your Inbox. We also send you another email when your order ships so that you can obtain tracking information for your shipment.
If you cannot find your Order Confirmation email, we'll be more than happy to send you another one. You can contact us via email, or click the Live Help button at the top of any Rock Creek Gifts web page.
If you created an account with us, you can check the status of any order and track your package by logging into your account. Click the My Account link at the top of any RCG web page to access your account information.