Refund policy

Apparel & Gear

Effective Date & Last updated: September 26, 2026

Box of Rocks RC LLC (“Box of Rocks RC”) offers products that are made to order specifically for each customer. Because of this, we generally cannot accept returns or exchanges for changes of mind, incorrect size or color selections, or other customer-selected options.

We do, however, stand behind the products we sell. If your order arrives damaged, defective, incorrectly printed, or with a significant production or quality issue, please contact us so we can make it right.

Product Quality Guarantee

If your product has a manufacturing, printing, fulfillment, or significant quality issue, please contact us at your business contact email within 30 days of receiving your order.

Please include your order number, a description of the issue, and clear photographs showing the product and the problem. We may request additional information when necessary to evaluate the claim.

If the issue qualifies under this policy, we will provide a replacement or refund, as appropriate. You do not need to return the affected product unless we specifically instruct you to do so.

Minor variations in color, print placement, or appearance that are consistent with normal production tolerances are not considered defects. If you are unsure whether an issue qualifies, please contact us. We would like to hear from you and have the opportunity to review it.

Incorrect Size, Color, Style, or Product Selection

Because our products are made to order, we generally cannot accept returns or exchanges when a customer selects the wrong size, color, style, design, or product. Please review product descriptions, size guides, and selections carefully before ordering. If the product you receive does not match what you ordered, please contact us within 30 days of receiving it so we can make it right.

Changes and Cancellations

If you need to change or cancel an order, contact us immediately at your business contact email. We may be able to accommodate your request before fulfillment begins, but changes and cancellations cannot be guaranteed once an order has been submitted.

Delayed or Lost Packages

Delivery dates are estimates and are not guaranteed. Production or shipping delays alone do not qualify an order for a refund or replacement.

If more than five business days have passed since the estimated delivery date and your order has not arrived, please contact us. We will review the tracking information and, when appropriate, investigate with our fulfillment provider or shipping carrier.

Claims for packages that may have been lost in transit must be submitted within 21 days (three weeks) after the estimated delivery date. If a shipment is determined to have been lost and the claim is approved, we will provide a replacement or refund, as appropriate.

Packages Marked as Delivered

If tracking shows that your package was delivered but you cannot locate it, please check your property and other possible delivery locations, ask household members, neighbors, or building staff, and contact the final-mile carrier.

We will make reasonable efforts to help investigate the delivery. However, an order confirmed as delivered by the carrier does not automatically qualify for a refund or replacement unless otherwise required by applicable law.

Incorrect Addresses and Returned Packages

Customers are responsible for providing a complete and accurate shipping address. If you discover an error, contact us immediately. We may be able to correct it before shipment, but we cannot guarantee that a change can be made.

If a package is returned because of an incorrect or incomplete address, refusal of delivery, failure to collect the package, or another customer-related issue, the customer is responsible for applicable reshipping charges.

Returned packages that remain unclaimed for 30 days after we notify you may be donated and will no longer be available for reshipment.

Refunds

Approved refunds will be issued to the original payment method. Your bank or payment provider may require additional processing time before the refund appears in your account. Shipping or reshipping charges resulting from an incorrect address, unclaimed package, refused delivery, or other customer error are not refundable.

Applicable Legal Rights

This policy does not limit any consumer right that cannot legally be waived or excluded. When applicable law provides greater rights than this policy, applicable law will control.

Contact Information

Questions, claims, or requests should be sent to service@boxofrocksrc.com