ROCK.COM & ROCK.COM STORE FAQs
How do I change my password?
How do I delete/close my Rock.com Account?
How do I change my display name?
I forgot my password! How can I get it back?
I forgot my username! How can I get it back?
I forgot BOTH my username and my password. Now what?
Why can’t I sign into my E-Mail account?
How can I get my Rock.com E-Mails through another mail program like Outlook or Eudora or on a BlackBerry/Mobile Device?
I am being harassed via E-Mail. What should I do?
How do I submit a Subpeona?
How much storage do I have with my Rock.com E-Mail Account?
What is the maximum file size for attachments?
I logged into my account after quite some time and all of my mail was gone. What happened?
What can I do to stop SPAM?
Someone sent me an E-Mail but it isn’t in my Inbox. What’s going on?
I got an E-Mail with an attachment. How do I find the attachment to open it?
Do you ship internationally?
What are the shipping rates?
I just used the apply button to calculate shipping and it seems excessive since I only ordered two small items. Why is that?
How long will it take for my item(s) to arrive?
What is the return policy? How do I return something?
The item I want is not in stock. When will you have it?
Do you sell CDs?
Do you have a wholesale program? Can I buy in bulk?
Do you have an Affiliate Program?
What payment options can I use?
My issue or question is not listed here. What do I do now?
ROCK.COM FAQs
To change your password, click on the Change Password link located to the lower right
part of your screen under E-Mail Settings. It's immediately to the left of the Tell A
Friend About Rock.com graphic.
How do I delete/close my Rock.com Account?
Sorry to hear that you would like to cancel your Rock.com account. Please E-Mail
concierge@Rock.com
and include your responses to the following questions so that we
can verify your account ownership.
1. What is your Rock.com username (for the account you want to close)?
2. What is the answer to your hint question?
3. OPTIONAL: Please tell us why you would like to cancel your account.
How do I change my display name?
To change your display name click on the Profile Information link located in the lower
right corner of the screen just under E-Mail Settings and to the left of the TELL A
FRIEND ABOUT
Rock.com graphic. On the next screen you will see First and Last
name fields. Whatever you type here will be what shows on the display name.
I forgot my password! How can I get it back?
Please click on the "Forgot Password" link located just under the login button. You will
be prompted to enter your full
Rock.com E-Mail address, name, and date of birth. Next
you will be prompted to answer your reminder question to regain access to your account.
I forgot my username! How can I get it back?
We cannot recover lost usernames, only passwords. If you recall your username you can
recover your password by using the password recovery tool: Please click on the
"Forgot Password" link located just under the login button. You will be prompted to enter
your full Rock.com
E-mail address, name, and date of birth. Next you will be prompted to
answer your reminder question to regain access to your account.
I forgot BOTH my username and my password. Now what?
The only way to access your account is with the correct password, through the password
recovery tool, or with a court order. If you recall your password or the answer to your
reminder question you will be able to regain access to your account.
Why can’t I sign into my E-Mail account?
There are several reasons. Most commonly the wrong username and/or password are
being used. Remember your password is CaSe SeNsItIvE. Try the password recovery
tool: click on the "Forgot Password" link located just under the login button. You will be
prompted to enter your full
Rock.com E-mail address, name, and date of birth. Next you
will be prompted to answer your reminder question to regain access to your account. If
you have already followed the above steps or they do not resolve your issue, send an
E-Mail to
concierge@Rock.com with your username and password so we can try to login
to your account and troubleshoot further.
How can I get my Rock.com E-Mails through another mail program like Outlook or
Eudora or on a BlackBerry/Mobile Device?
We do not support exporting e mails to other programs, devices, or sites at this time.
Rock.com
E-Mail can only be accessed through the Rock.com site.
I am being harassed via E-Mail. What should I do?
If the abusive E-Mail is originating from a Rock.com E-Mail address:
Forward the entire E-Mail to
abuse@Rock.comand also contact your local law
enforcement agency.
If the abusive E-Mail is originating from a NON-Rock.com E-Mail address:
Contact support for the domain it is originating from (hotmail.com, yahoo.com,
gmail.com,
etc.) and also contact your local law enforcement agency.
Please send a scanned or electronic subpoena to: cor@lotuslive.com
A reply will be generated providing a ticket
number that you must reply to. The
Subpoena Processing Team at our E-Mail Provider IBM will follow up on your
request. If you do not receive a timely reply, please contactconcierge@Rock.com
with your ticket number.
How much storage do I have with my Rock.com E-Mail Account?
Each Rock.com E-Mail address provides 1GB (Gigabyte) of storage.
What is the maximum file size for attachments?
10MB (Megabytes) is the maximum file size for attachments.
I logged into my account after quite some time and all of my mail was gone. What happened?
If you have not logged into your account for 60 days, your mail is automatically deleted.
If you have not logged into your account for 360 days your account is completely deleted
and removed from our system. You may sign up for a new account and you can request
your previous username if it has not already been taken by someone else.
With Rock.com’s Spam Settings and Filters you can block out unwanted mail. There is a
Safe Senders List you can create to ensure the mail you want gets through and a
BLOCKED Senders List you can create to ensure unwanted mail goes to your Junk Mail
Folder. As soon as you log into your E-mail look for the SPAM Settings and Set Filters
buttons in the grey bar at the top of the screen. Click the button and follow the prompts
on the following screens. Be sure to check your junkmail folder periodically to make sure
mail you want isn’t getting filtered due to the sender not being on your Safe Sender’s List.
Please also report SPAM to our abuse team by clicking the SPAM Button at the top of
the reading pane in any E-Mail. This will send a copy to our abuse team.
Someone sent me an E-Mail but it isn’t in my Inbox. What’s going on?
The SPAM Sentry may think it’s unwanted mail. Double check your SPAM Settings
and check the JunkMail Folder. If you have done both of these and the E-Mail still
isn’t there double check with the sender to make sure they have your address correct
or to see if they got an error message/return message error. If not, contact us at
concierge@Rock.com so we can look into it further.
I got an E-Mail with an attachment. How do I find the attachment to open it?
Attachments can be found at the bottom of your E-Mail text. It will have the sender’s file
name as a hyperlink (bluetext). Simply click the hyperlink and the open attachment file
window will open. Depending on your browser and operating system you will be prompted
to open or save the file. Either is acceptable. Saving will allow you to keep the file on
your drive for access locally. Opening the file will simply open it but keep the file in your
E-Mail until such time you save the file on your hard drive either through mail or in the
program it opens with.
ROCK.COM STORE FAQs
We do ship internationally to any country. Shipping charges will be based on the destination
and your card issuer’s exchange rate will apply. You can see the exact
shipping charges on
the shopping cart prior to finalizing your purchase.
Rates vary based on items purchases, method of shipment, and the destination. To see
specific shipping rates prior to check out simply hit the “Apply” button when selecting your
method of shipment from the shopping cart.
I just used the apply button to calculate shipping and it seems excessive since I only
ordered two small items. Why is that?
When ordering 1-2 small items, such as stickers, the shipping and handling can seem excessive.
This is because our shipping and handling costs for 1-2 stickers is about the same as the shipping
and handling rates to ship 1 shirt. Our goal is to break even on shipping and handling expenses.
Note that we send all US domestic orders priority mail regardless of size.
How long will it take for my item(s) to arrive?
Shipping time will vary depending on the destination. Typical shipping times are as follows:
Priority Mail (Domestic) = 2-3 Days (Domestic)
1st Class (International) = Varies depending on location and your country’s postal system.
For domestic orders please reference the tracking number provided in the order shipment confirmation E-Mail.
What is the return policy? How do I return something?
Please visit http://rock.com/returns/ and/or http://store.rock.com/info.html (see section titled “Returns.”)
The item I want is not in stock. When will you have it?
We strive to have all the items listed on the site in stock at all times. Regretfully this is not always
possible. If the item(s) haven’t been discontinued we have placed an order with our supplier(s)
to replenish the stock. Restocking times will vary depending on supplier availability and turn times.
We appreciate your patience and encourage you to check the site periodically for item availability.
No. Rock.com does not sell CDs at this time.
Do you have a wholesale program? Can I buy in bulk?
No. Rock.com does not offer wholesale or bulk buying programs at this time.
Do you have an Affiliate Program?
YES! Rock.com does have an Affiliate Marketing Program
that allows you to receive a 20% commission
on sales you
generate for the Rock.com Store. For more information, please contact affiliates@Rock.com
What payment options can I use?
We accept MasterCard, VISA, Discover, American Express, and Paypal Payments
My issue or question is not listed here. What do I do now?
For questions relating to the Rock.com Store, please E-Mail
store@rock.com.
If you are asking about a recent
order, be sure to include your Order Number in the reference line and in the body of
the E-Mail message.
For questions relating to our E-Mail service or
relating to any other issue on the Rock.com website, please
E-Mail concierge@rock.com. If you are asking about your E-Mail
account, be sure to include your Rock.com
username and password and be sure to provide an alternate E-Mail address so we can respond
to your question.