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Do you want to buy but have questions?
Check the question that best matches your question.
IS IT SAFE TO BUY AT ROCKTUDE?
Yes, in addition to working with the safest payment platform in Brazil, we also give a satisfaction guarantee, if the product does not meet your expectations, you will have the option of returning it.
Furthermore, our website is monitored 24 hours a day, 7 days a week by the platform, keeping your data encrypted so you don't have any problems after purchases.
HOW DO I BUY IT?
Buying at Rocktude is simple!
1st Go to our products
2nd Click on the desired product;
3rd Select the size, color or model you prefer, if not available, skip to the 4th step
4th Click on Add to cart;
5th Click on Complete purchase to go to the next step to finalize your order or click on See all products to continue shopping;
6th After clicking on Complete Purchase, check your order and click on Continue;
7º When clicking continue, you will need to fill in the shipping details and select the desired payment method.
8th Wait for confirmation in your email, your order has been placed successfully!
DO THE PRODUCTS HAVE A WARRANTY?
Yes! You are entitled to a 100% Guarantee on any purchase at Rocktude. We are so confident in the quality of our products that, after receiving your order, you have up to 7 days to return it and request your money back if you regret it. Didn't like it? Different from what you expected? Your money back!
Additionally, you have a 30-day warranty upon receipt for manufacturing defects. If your piece presents any defect other than due to misuse or natural wear and tear, simply contact us. If the problem is confirmed, we will arrange for a new part to be sent back at no additional cost.
The store does not exchange products for reasons of size, color or model, as established by the Consumer Protection Code - Article 18. Therefore, it is important that the customer carefully checks the available measurements when making a purchase.
We have a team of experts to help you with all your questions, as well as to resolve problems or complaints. If you need an exchange or refund, simply contact our team at support@rocktude.com
WHAT ARE THE FORMS OF PAYMENT?
At Rocktude you can choose to pay with a credit card (Elo, American Express, Visa, Diners, MarterCard, Hipercard), in cash or in installments in up to 3 interest-free installments or up to 12 installments with a small additional fee, with immediate approval, on PIX with immediate approval or by bank slip with approval within 3 business days.
Don't forget that AppMax is responsible for intermediating the entire transaction, ensuring its security until you are completely satisfied.
If you have any difficulty finalizing your purchase, please contact us and we will help you.
WHAT DELIVERY TIME?
Orders are posted within 5 business days after payment is confirmed in our system, and you will receive your Tracking Code in your email.
Delivery time is 7 to 15 business days after the product is posted. This period may be longer or shorter, depending on your city, the difficulty of delivery and the functionality of the post office.
I HAVE ALREADY PURCHASED AND HAVE QUESTIONS:
Check the question below that best matches your question.
HOW LONG WILL I GET MY TRACKING CODE?
We send the tracking code to the registered email within 5 business days. When you receive it you can track it after 5 working days on the Correios website.
We also send some information about delivery, such as your tracking code. Remember that someone must be present at the requested address to receive the product.
If there is no one there, ask a neighbor or the doorman to receive it for you.
After the third delivery attempt by the post office, and no one is found to receive it, your product will be left at the branch closest to your home, for you to collect it in person.
MY TRACKING CODE DOESN'T WORK ON THE POST OFFICE WEBSITE
When dealing with an international order, the postal website will only be updated when the product arrives in Brazil. But do not worry! If you want to track the product abroad, CLICK ON THE LINK https://www.ship24.com/pt/correios/international-tracking TO VISIT THE INTERNATIONAL TRACKING SITE and you will be redirected. Paste your tracking code in the requested field.
I WANT TO CANCEL MY PURCHASE, HOW DO I DO IT?
You have up to 24 hours after payment to request a cancellation that can be made immediately. To make a request, simply contact our customer service channels from Monday to Friday from 9:00 am to 6:00 pm via email support@rocktude.com or WhatsApp (37) 99824-8027
After 24 hours, your order will be in the shipping process and therefore it will not be possible to cancel it immediately. But don't worry, just refuse the order upon delivery, contact our team to inform us of the refusal and request a refund or exchange.
For more information about the deadline for receiving a refund after requesting it, see the next topic below.
I REQUESTED A REFUND, WHEN WILL I GET MY MONEY BACK?
If you made the purchase using a Credit Card, the refund will be made on the same card used for your purchase. Credit may be displayed on up to 2 (two) invoices, depending on the expiration date of your card. This procedure is the responsibility of the card administrator used. If you have already received proof of refund, you must contact the operator directly to check when the amount will be credited.
If your purchase was made using Boleto Bancário or Pix, the refund will be made by bank transfer, using the data provided by the customer in which they are the holder.
The deadline for providing proof of refund of any form of payment is 14 working days.
I WANT TO EXCHANGE/RETURN MY PRODUCT. HOW DO I DO?
If you wish to exchange your part for another, you must first contact our customer service center via email support@rocktude.com informing the request.
If you want to exchange your piece for another, the shipping cost will be the customer's responsibility. Upon receipt of the part, an analysis will be carried out so that we can send the requested part.
In cases of return or withdrawal, you will have up to 7 calendar days from the date of receipt to register the request at our center and another 3 days to post it, after receiving the label that will be sent to your email after delivery. refund request.
Important: Only unused products without brands that alter the characteristics of the product will be accepted.
HOW SHOULD I SEND THE PART?
You can use the same packaging that arrived or use a packaging (box, envelope) that is completely sealed, with a maximum of 12x14cm for accessories and a maximum of 30x30cm for clothes; (Attention: the packaging available at the Post Office is not included on the label)
Return all items received (including gifts if any) (In case of partial exchange, send only the part you wish to exchange)
Take it to the Post Office with the label and content declaration glued to the box for postage.
*To speed up the request, you can send proof of posting to the same email/number where the request was opened.
I DID NOT RECEIVE MY PRODUCT OR I RECEIVED IT INCOMPLETE
If 3 delivery attempts fail, the order will be returned to the supplier. In this case, for a new delivery to be made, you will need to pay a fee in the amount charged by the post office for shipping.
If your order is listed as delivered, but you have not received it in person, please check your mailbox, as in some cases the delivery men may leave it there. Also check if any neighbors didn't receive it for you.
If your order is for more than one product and you didn't receive it in full, don't worry! You may receive them separately due to our supplier logistics.
If more than 20 business days pass and you still have not received your order, simply contact us via email: support@rocktude.com
We will resolve your issue with a resend or a full refund.
I THINK MY PRODUCT LOOKED DIFFERENT FROM THE PHOTO…
The photos used in the descriptions of our products are for illustrative purposes and may suffer effects such as increased color intensity, brightness, opacity, among others. Additionally, as we work with multiple licensed suppliers, there may be minor changes to the shape, color or material of products. Small differences that fall into these situations will not be considered manufacturing defects.
However, we always value the satisfaction of our customers and, therefore, if you still consider that the product received is very different from what appears in our photos and descriptions, please contact our support so that we can forward your request to our suppliers and better evaluate the your case.
WHERE DO THE PRODUCTS COME FROM?
Our products come from carefully selected national and international suppliers, through exclusive licensing with Rocktude, guaranteeing exclusivity for our products and a differentiated, quality service for you. The products may come from some regions of Brazil, the United States, Europe or Asia.
In this way, we are able to negotiate better prices and conditions with these suppliers, aiming to guarantee greater benefits and a fair price for our customers.
MY PART IS DEFECTIVE, WHAT TO DO?
If you receive your item with an apparent defect, we ask that you contact us as soon as possible to resolve your problem. You can choose to send a new part at no cost or refund the full amount of your purchase, after receiving and analyzing the product. Remember that you have 7 calendar days from delivery to report what happened to us.
If your piece has developed a defect over time (loss of color, detachment, etc.) after this period, you can contact us so that we can arrange for you to send a new piece at no cost, as long as the product is still within our 30-day warranty period and there is no evidence of misuse, such as contact with sea water or swimming pool, use of chemical products, falls, etc.
Attention: Refunds for parts with manufacturing defects can be requested within 7 calendar days of receipt. After this period, we can arrange for the resend of a new product within the 30-day warranty period.
MY QUESTION WAS NOT ANSWERED HERE:
Get in touch with us using the following contacts:
Email: support@rocktude.com
WhatsApp (37) 99824-8027
Opening hours are Monday to Friday from
09:00 am to 18:00 pm.
