Shipping & Returns
At Rook, we want every part of your experience to be straightforward—from getting your order to giving our products a real shot. Below you'll find everything you need to know about shipping, delivery, returns, and our 60-Day Money-Back Guarantee.
Shipping
Rook offers free shipping on all U.S. orders over $70. All other orders are charged a flat shipping rate of $6.95.
Once your order is placed, please allow up to 1 business day for processing and packing. After your order ships, it should arrive within approximately 3–5 business days. Delivery times are estimates and may vary due to carrier delays, holidays, weather, or other circumstances outside of our control.
As soon as your order is on the way, you'll receive a shipping confirmation email with your tracking number. Don't worry if tracking information doesn't update immediately—it can take up to 24 hours for the carrier's system to register the first scan.
If you have any questions about your order or delivery, contact us at support@rookskin.com
Shipping Addresses
Please make sure your shipping information is complete and accurate before placing your order.
If you notice an error after ordering, contact support@rookskin.com as soon as possible. We'll make reasonable efforts to update your information before the order is fulfilled, but we cannot guarantee changes once processing has begun.
60-Day Money-Back Guarantee
We want you to have enough time to give Rook a real shot.
If you're not satisfied with an eligible Rook purchase, you may request a refund within 60 days of delivery.
Opened and used products are eligible.
To qualify for the guarantee, you must keep and return the containers associated with the products for which you're requesting a refund. This includes opened, partially used, fully used, and empty bottles or containers.
Return Requirements
To qualify for a refund under our 60-Day Money-Back Guarantee, all of the following requirements must be met:
1. Contact us within 60 days of delivery. Your return request must be submitted to support@rookskin.com within 60 calendar days of your order's recorded delivery date.
2. Provide your order information. Your request must include your order number and the email address associated with the purchase.
3. Keep your product containers. You must return all containers associated with the products for which you're requesting a refund. Opened, used, partially used, and empty containers are accepted—but they must be returned.
4. Return your containers within 14 days. After your return request is approved and return instructions are provided, the required containers must be shipped back within 14 calendar days.
All requirements above must be met for a return to qualify under the 60-Day Money-Back Guarantee. Please do not send a return before receiving return instructions from Rook.
Return Shipping
Customers are responsible for return shipping costs for returns made under our 60-Day Money-Back Guarantee.
We recommend using a trackable shipping method, as Rook cannot be responsible for returns lost or damaged while in transit.
Original shipping charges are non-refundable unless otherwise required by law.
Refunds
Once your eligible return is received and approved, your refund will be issued to the original payment method for the eligible product amount actually paid.
Depending on your bank or payment provider, it may take additional time for the refund to appear on your account.
Subscribe & Save Orders
Eligible Subscribe & Save orders are covered by our 60-Day Money-Back Guarantee just like eligible one-time purchases.
Please note that canceling a subscription and requesting a refund are separate actions.
Canceling your subscription prevents future renewals once the cancellation becomes effective. It does not automatically refund an order that has already been processed or shipped.
If a subscription renewal has already been charged and you want to cancel the order, contact support@rookskin.com as soon as possible. If we're able to stop the order before it progresses too far through fulfillment, we'll cancel it and refund the charge.
If the order can no longer be stopped, your subscription will be canceled for future renewals and the current order will remain eligible for return according to this policy.
Damaged, Defective or Incorrect Orders
If your order arrives damaged, defective, incomplete, or you receive the wrong product, please contact support@rookskin.com as soon as possible.
Include your order number and a description of the issue. We may ask for photos of the product, packaging, or shipping label so we can resolve the problem.
If we determine that the issue resulted from an incorrect, damaged, or defective shipment, we'll provide an appropriate replacement, refund, or other remedy. You will not be responsible for return shipping when a return is required because of our error or an eligible damaged or defective product.
Missing Packages
If tracking shows your package as delivered but you can't locate it, please check around the delivery location and with anyone in your household or building who may have accepted it.
You may also need to contact the shipping carrier.
If you're still unable to locate your order, contact support@rookskin.com and we'll review the available tracking information with you.
Guarantee & Return Abuse
Our 60-Day Money-Back Guarantee is intended to give customers the opportunity to genuinely try Rook products.
We may request reasonable proof of purchase, order information, photographs, or other information needed to process a return.
Rook reserves the right to deny or limit refunds involving fraud, unauthorized resale, repeated or excessive refund activity, manipulation of the guarantee, or other abuse of this policy.
We will not issue duplicate refunds for orders that have already been refunded or while a chargeback or payment dispute involving the same order is pending.
Nothing in this policy limits any rights you may have under applicable law.
Questions?
For questions about shipping, returns, refunds, subscriptions, or our 60-Day Money-Back Guarantee, contact:
support@rookskin.com