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?
- What is your minimum order?
- How soon will I get my order?
- Is it safe to use my credit card over the Internet?
- Do you have a Guarantee that it’s safe to use my credit card?
- I still don’t feel comfortable placing an order over the Internet with my credit card. Is there another way to place an order?
- How will my order be delivered?
- Do you have a return policy?
- My order arrived but is damaged. What do I do?
- What if I haven’t received my order yet?
What forms of payment do you accept?
We accept US based credit cards only, including Visa, MasterCard, American Express, and Discover as well as company checks
or money orders made payable in U.S. funds (Orders will be held until funds have been received). Checks must have a valid 9-digit
bank routing number (ABA) printed on the bottom of the check. We do not accept COD orders.
Wire transfers are accepted for international orders-restrictions apply.
What is your minimum order?
Our minimum order is $150.00. To set up your account, you need only to register through the website. Please include your business license number, EIN or resale certificate number. We do not accept orders from the general public.
We do not take orders for out of stock items but will gladly put you on a call back list to notify you as to when the item has been received back into stock. Please email or call to be included on the list.
US orders can qualify for 1/2 off freight if the total is between $700.00 and $899.00. Orders at $900.00 and over (within the US only) are paid by PPRS with the exceptions of additional charges like notifications, lift gates, or other accessory charges.
INTERNATIONAL ORDERS-Includes Canada
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 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.***
***Policy Change February 22, 2021***
PPRS will now accept Canadian orders (minimum of $350.00) with a Canadian credit card as payment. Orders will be shipped via UPS but will not be offered any freight paid options (nor will any additional fees be covered).
How soon will I get my order?
Orders will typically ship out within 3 to 5 business days from the date that we receive your order. (We are 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.
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 business days to 1-3 business days. A rush fee does not mean that your order will go out on the same day.
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.
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.
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 other ordering options listed below:
1. Phone your order in to us at: 1-800-347-6257
2. Fax your order in to us at: 1-719-687-5427
3. Email your order in to us. We do advise against placing credit card information in an email so please call in with that information.
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- in store credit or a credit card refund. We may be reached off-line at (719) 687-5423 (800-347-6257) or you may e-mail us at: [email protected]
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.
Whenever possible, we ship via UPS. The tracking number can be found at the bottom of your invoice.
- 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. A $5.00 handling fee will also apply.
UPS needs to make a claim inspection. Photos are typically requested for auditing purposes.
Pikes Peak Rock Shop does not pay damage claims for orders shipped via the U.S. Post Office. This applies to orders inside or
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 email.
physical address (not a PO box), you will receive an e-mail when we ship 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 [email protected]
Please have your order number ready and one of our customer service representatives will assist you.
Alternately, you may call UPS directly at 1-800-PICK-UPS. Give the operator your tracking number and they will be able to track your package.