Frequently Asked Questions

Pikes Peak Rock Shop strives to make your experience with us informative and enjoyable. If you have any questions, please review the information below. If you do not find an answer to your question, please contact us and we will be happy to help you.


What forms of payment do you accept?

We accept Visa, Mastercard, American Express, and Discover and company checks or money orders made payable in U.S. funds.

Checks must have a valid 9-digit bank routing number (ABA) printed on the bottom of the check. We do not accept COD orders.

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What is your minimum order?

Our minimum order is $150.00

To set up your account, you need only do your shopping and fill out the form during the check-out process. 

 

 INTERNATIONAL ORDERS

 

For international orders we have a $350.00 minimum purchase that does not include shipping costs.  The shipping costs can be close to the entire cost of your order and since they are very labor intensive we request that you consider these costs before finalizing the order. Restocking or repacking of the order may require additional fees. In addition, we may require a signed agreement

prior to shipping the order. International shipping costs are very high and greatly differ based on the weight of the entire purchase and the method of shipping that is chosen. It is impossible for us to estimate shipping without you first placing an order. With standard orders inside the U.S., the average shipping rate is approximately 20% of the value of their purchase. In extreme situations we have experienced instances where international customers have sometimes paid up to 45% or more of the value of their purchase in shipping fees.

 Due to the rise in credit card fraud we've experienced when dealing with international purchases, the only form of payment we can accept is a wire transfer which will include a $50 wire transfer fee (It is a fee the bank charges).

 Additionally, there are no free or reduced freight options for international purchases.  You, the customer are responsible for any taxes, customs or duty fees. We do not allow for private pickup.

 The entire process will take some time.  We will have to pull and pack the order, determine the shipping cost (we have a variety of ways to ship your order and will give you some options with costs and delivery times). We will then email an order confirmation along with wire transfer instructions. Once we confirm receipt of the funds into our bank we will ship your order. This entire process takes about 10 to 20 days to complete and does not include shipping times.

 We are sorry for any inconvenience that may cause.  If you have any further questions, please feel free to give us a call at the number listed below or simply reply to this email.  Again, thank you for your interest in Pikes Peak Rock Shop and have a great day!

 

                                  ***Policy Change*** Effective January 20, 2020:

Pikes Peak Rock Shop will now require 15% of the estimated order total in advance for international orders and all other orders outside of the continental United States. This will serve as a non-refundable deposit for the order and your credit card will be accepted for the 15% deposit only. A wire transfer will still be required for the remaining order amount.

***This does not apply if you are a current/repeat customer.***

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How soon will I get my order?

Orders will typically ship within 3 to 5 business days from the date that we receive your order. (We are only open M-F from 8:00 am-4:30 pm).

The processing times can go from 5-7 days at the height of our busy season.

Out of stock items will be noted on your invoice. If the out of stock items exceed $75 and we expect a shipment within a reasonable time frame we will backorder those items (unless otherwise specified) and will ship those items when available. If paying by credit card, you will not be charged for these items until they ship. We do not allow for additions to a backorder.

If you need your order by a certain date before the 3 to 5 day window, please let us know either on your order or by calling. We charge a non-refundable RUSH fee of $25.00 to move your order up in the processing queue from 3-5 days to 1-3 days. A rush fee does not mean that your order will go out on the same day!

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Is it safe to use my credit card?

Orders from our website are sent to our secure server using the standard SSL protocol. SSL is the industry standard for secure transactions. It encrypts your order so that it cannot be read, making it safe to transmit your credit card number over the Internet.

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Do you have a guarantee that it's safe to shop with my credit card?

Our Safe Shopping Guarantee protects you while you shop with us, so that you never have to worry about credit card safety. We guarantee that every transaction you make with us will be 100% safe. This means you pay nothing if unauthorized charges are made to your card as a result of shopping at Pikes Peak Rock Shop. See guarantee details below:

  • Under the Fair Credit Billing Act, your bank can not hold you liable for more than $50.00 of fraudulent charges. If your bank does hold you liable for any of this $50.00, Pikes Peak Rock Shop will cover the entire liability for you, up to the full $50.00. We will only cover this liability if the unauthorized use of your credit card resulted through no fault of your own from purchases made at Pike Peak Rock Shop while using the secure server.
  • In the event of unauthorized use of your credit card, you must notify your credit card provider in accordance with its reporting rules and procedures.

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I still don't feel comfortable placing an order over the Internet with my credit card. Is there another way to place an order?

Yes. There are many ordering options available. They are listed below:

1. Shop using our Online Shopping Cart which processes your order through our double-encrypted Secure Server. You don't have to give your credit card information, instead you can opt to have us call you or you can call us with that information. 

2. Phone your order to us at:
1-800-347-6257

3. Fax your order to us at:
1-719-687-5427

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How will my order be delivered?

Whenever possible, we ship via the UPS, utilizing a state-of-the-art computerized tracking system.

 

  • UPS: Since UPS does not deliver to PO boxes, we need your physical address.
  • USPS. If your order must be shipped to a PO Box, then your order will be shipped via USPS.  

 

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Do you have a return policy?

Yes. If you are not happy with your purchase, please return it in new condition within 14 days. Please include your invoice number and a reason for return, i.e., broken, wrong style, etc. . For your protection, return your package insured by US mail.  Please specify how you would like your credit-a house credit, credit card refund. We may be reached off-line at (719) 687-5423 or you may e-mail us at: rockshop@pikespeakrock.com

*. Shipping fees are non-refundable, and when items sold by the flat/box/bag are returned, the entire flat must be returned. No credit will be issued for partial flats/box/bag returned.

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My order arrived but it is damaged. What do I do?

Call us toll-free at 1-800-347-6257 or e-mail us at rockshop@pikespeakrock.com. We will determine how best to move forward after we have the full details on the damage. Claims over $100.00 may need to have an inspection by UPS so please keep all the boxes. Keep the damaged piece and all packaging material aside in case UPS needs to make a claim inspection.

Effective November 1st, 2006 we will no longer pay damage claims for orders shipped via the U.S. Post Office. This applies to orders both inside and outside the United States. Per Postal Regulations the RECEIVER is responsible for filing damage claims and is the only one who can receive a claims payment. If you have any questions please call or write.

 

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What if I haven't received my order yet?

If you supplied us with your e-mail address and the ship to address is a physical address (not a PO box), you will receive an e-mail when we shipped your order with the following information:

  • Date of Shipping
  • Tracking Number

 

 

UPS updates their website after 5:00 pm so check back after then if you do not see it the first time.

If you did not receive this information, call us toll-free at
1-800-347-6257 or e-mail us at rockshop@pikespeakrock.com Please have your order number ready and one of our customer service representatives will assist you.

Alternately, you may track your order directly from our web site using your order number in any of the UPS tracking boxes located around the site, or call UPS directly at 1-800-PICK-UPS. Give the operator your tracking number and they will be able to track your package.

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