Frequently Asked Questions

Click the any of the following links for more information.

• Do You Have a Printed Catalog?

We do not offer a printed catalog because our products change frequently. Our website offers the most up-to-date product selection available.

• Is Your Site Secure?

Yes, we use Yahoo! Merchant Solutions and secure shopping cart with 128 encryption to ensure our customer's personal and financial information is kept confidential.

Click the Safe Site icon, or click here to learn more.

• What Credit Cards Do You Accept?

We accept four major credit cards: Visa, Mastercard, American Express and Discover.

• Do You Submit My Personal Information to Third-Party Mailing Lists?

No. Your information is used to process your payment only. We do NOT submit any of our customer's personal information to other parties.

• Will I Be Charged Sales Tax?

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.

• How Quickly Do You Ship Orders?

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. That's why we created the Shipping Guarantee. We guarantee your order will ship within 24 business hours, or your shipping fee is free! We even strive to ship our orders the same day they are received!

 

Business days are Monday through Friday, excluding holidays. Shipping guarantees apply to in-stock items only. You will be notified within 24 business hours if the items you have purchased are out of stock. If there are questions or issues concerning your order that require your response, the 24 business hour shipping guarantee may not apply.

 

• I Did Not Receive an Email Confirmation or an Email Order Status Update of My 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 Assistance 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 personnally sending you an email of your order/order status.

 

• What Type of Specials or Customer Discount Programs Do You Offer?

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 Loyalty Program - Earn RCG Bucks!

 

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 on this month's Newsletter link in the Education Menu. To recieve our newseltters, click the Subscribe Now link in the Education Menu.

 

Ongoing Specials on our Specials Page

 

• Do You Offer Volume Discounting?

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 at sales@rockcreekgifts.com.

• Do You Wholesale Any of Your Products?

We do not wholesale any products at this time.

• I Accidentally Entered a Wrong Shipping Address. How Do I Correct This?

Please email us or click the Live Assistance button at the top of any webapge immediately at support@rockcreekgifts.com! We ship your products very quickly - usually within one business day. For more information on shipping issues, refer to Shipping Information.

• What is Your Return Policy?

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 $7.50 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.

• Do You Take Orders by Phone?

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 Assistance button at the top of any web page.

• How Do I Contact You if I Have Questions?

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 support@rockcreekgifts.com. 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.

• Can I Cancel an Order?

Orders can only be canceled prior to shipment. Please email us immediately at support@rockcreekgifts.com to cancel your order. We usually ship the next business day.

• Do You Offer Gift Certificates?

Yes, we do! We offer Rock Creek Gift certificates in a variety of denominations: $15, $25, $50, $75, and $100. You can even have your gift certificate automatically emailed to the receipient. Learn more about our gift certificates on our Gift Certificates page.

 

• Do You Offer the Lowest Prices For Your Products?

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.

• I'm Having Trouble Checking Out. The Items I Add to My Shopping Cart Dissapear.

Our Yahoo secure shopping cart uses cookies to "remember" what you added to your shopping cart for a limited amount of time. To ensure that you are accepting these cookies, check that your Internet web browser has enabled cookies. The following is an example of how to accept cookies using Microsoft Internet Explorer 7.0:

 

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!

 

• How Do I Claim RCG Bucks or Coupons?

When you're ready to redeem your RCG bucks or claim your coupon discount, enter your Discount Code in the Gift Certificate/Coupon Redemption field at the bottom of the Shopping Cart page. See image below:

 

 

Click the Apply button beside the field, and your discount will be applied to your shopping cart.

 

Note: If your order total is less than $65.00 after the discount is applied, a $7.50 shipping fee will be added to your order.

This may occur if your subtotal is over $65.00 prior to applying the discount, but after the discount is applied, your total is less than $65.00. We will manually add a $7.50 shiping fee after your order is placed.

 

Note: You can only enter one coupon per order. You cannot earn or redeem RCG Bucks on sale merchandise and store-wide sales. If you entered in a coupon, and you want to claim your RCG Bucks on your other regular-priced merchandise, enter your RCG Bucks in the Comments field at checkout.

If you have any questions, or need further assistance, please contact us by clicking the Live Assistance button located at the top of the page. If a representative is not currently available to take your chat, you can leave an email and we will respond as soon as possible.

 

• How Are Your Payments Processed When Using a Credit Card vs. a Debit Card?

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 in the Education Menu on any web page, or click the Live Assistance button at the top of any web page.