Shipping Policy
SHIPPING POLICY
At ROKKO, we want ordering to feel simple and straightforward, from the moment you
place your order to the moment your ROKKO ONE arrives.
PROCESSING TIME
All orders are processed within 1-2 business days.
You'll receive an order confirmation email shortly after placing your order,
followed by a second email containing your tracking information once your order
has shipped.
Orders placed on weekends or federal holidays will be processed on the next
business day.
SHIPPING TIME
Once your order has shipped, please allow approximately 4-6 business days for
delivery within the contiguous United States.
Deliveries to Alaska, Hawaii, Puerto Rico and other U.S. territories, and to APO,
FPO and DPO addresses, may take a few additional business days.
Shipping times are estimates and specific delivery dates cannot be guaranteed.
Shipping is free and tracked on every order, whichever pack you choose.
Tracked means you can follow your package from the moment it leaves us, and if
something goes wrong on the way to you, it's our problem to sort out rather than
yours.
PACKAGING
Your ROKKO ONE arrives boxed with the console, memory card, screen protector and
charging cable inside.
We do not print prices anywhere on the packaging, so it can be given as a gift
without unwrapping it first.
If you think you might return it, keep the outer packaging for your returns
window. It's the easiest way to send it back and it keeps the console protected in
the meantime.
TRACKING YOUR ORDER
Once your order has shipped, we'll email you your tracking number.
Please allow 1-2 business days for tracking information to begin updating, as
movement may not appear until the carrier has scanned your package into its
network.
If you haven't received your tracking information or your tracking link isn't
working, email us and we'll look into it for you.
SHIPPING DELAYS
Occasionally, deliveries may take longer than expected due to carrier volume,
severe weather or delays at a sorting facility.
These circumstances are outside our direct control, but that doesn't mean you're
on your own.
If your order appears to be delayed, contact us and we'll follow it up with the
carrier for you.
ORDERS WITH MULTIPLE ITEMS
If your order contains more than one item, they may ship separately so we don't
unnecessarily delay your whole order.
You'll receive tracking information for each shipment where applicable.
CHECKING YOUR ORDER
ROKKO ONE comes as 1, 2 or 3 consoles, in a choice of colors.
Please check the quantity and color on your order confirmation email as soon as it
arrives. If either isn't what you wanted, email us immediately with your order
number and we'll change it if your order hasn't shipped yet.
Thirty seconds now beats a return later.
INCORRECT SHIPPING ADDRESSES
Please check your shipping address carefully before completing checkout.
There is only a short period after an order is placed in which we may be able to
change the address before it ships.
If you notice an error, email us immediately with your order number and the
correct shipping address.
RETURNS
Every ROKKO ONE order is covered by our 30-day returns policy and a 12-month
hardware warranty.
If your order arrives damaged, has something missing, or isn't what you ordered,
email us with your order number and a photo and we'll replace it or refund you,
whichever you prefer.
You don't need to write us an essay or convince us.
Full eligibility requirements and instructions can be found on our Refunds and
Returns page.
LOST, STOLEN OR DAMAGED ORDERS
If your package arrives damaged, appears to have been lost in transit, or tracking
shows it as delivered but you cannot locate it, contact us.
We'll investigate the issue with the carrier and work with you to get it resolved.
For packages marked as delivered, we recommend first checking with anyone else at
your address, around your property and with immediate neighbors, as carriers
occasionally leave packages in a safe location without clearly recording where.
If it still can't be located, let us know and we'll take it from there.
OUR SHIPPING COMMITMENT
Under the Federal Trade Commission's Mail, Internet, or Telephone Order
Merchandise Rule, we ship within the time we advertise. If we cannot, we will tell
you and offer you the choice of a revised shipping date or a full refund.
We will never hold an order quietly past its promised date.
QUESTIONS?
If you have any questions about your order, shipping or delivery, email us at
Hello@playtherokko.com and our customer care team aims to respond within one
business day.