Hot Rock Hollywood ("we" and "us") is the operator of
By placing an order through this website you will be agreeing to the terms below.
These are provided to ensure both parties are aware of and agree upon this arrangement to mutually protect and set expectations on our service.
Subject to stock availability. We try to maintain accurate stock counts on our
website but from time-to-time there may be a stock discrepancy and we will not
be able to fulfill all your items at time of purchase. In this instance, we will
fulfill the available products to you, and contact you about whether you would
prefer to await restocking of the back-ordered item or if you would prefer for us
to process a refund.
Shipping costs are calculated during checkout based on weight, dimensions and
destination of the items in the order. Payment for shipping will be collected
with the purchase. This price will be the final price for shipping cost to the customer.
If you feel like the shipping rate you were quoted on the check out page is inaccurate, please feel free to contact us using the contact form on our contact page.
Sometimes there are shipping rate bugs that we are unaware of until someone brings it to our attention. Please feel free to reach out to us if you think there is an error.
This does not guarantee that the price is an error, or that we can change it for you. It is simply up for discussion.
Shipping rates might not always be accurate, and depending on what you order it might be a way more expensive than we originally intended. If this happens, you will be given the option to pay the extra amount to have the items you purchased shipped to you, or you will be given the option to have the entire total refunded to you.
3.1 Return Due To Change Of Mind
Hot Rock Hollywood will happily accept exchanges, or will give store credit due to change of mind as long as a request to return is received by us within 7 days of receipt of item and are returned to us in original packaging, unused and in resell-able condition. Return shipping will be paid at the customers expense and customer will be required to arrange their own shipping. Once returns are received and accepted, returns will be processed to exchange or store credit for a future purchase. We will notify you once this has been completed through email. (Hot Rock Hollywood) will NOT refund the value of any shipping paid. For full return policy, please refer to our Returns and Exchanges page.
4. Delivery Terms
4.1 Transit Time Domestically
In general, domestic shipments are in transit for 2 - 7 days. During the COVID-19 pandemic, shipping times are unpredictable and (Hot Rock Hollywood) will not be held responsible for longer transit times.
4.2 Transit time Internationally
Generally, orders shipped internationally are in transit for 4 - 22 days. This
varies greatly depending on the courier you have selected. We are able to offer
a more specific estimate when you are choosing your courier at checkout. During the COVID-19 pandemic, shipping times are unpredictable and (Hot Rock Hollywood) will not be held responsible for longer transit times.
4.2.1 International Shipping with NO Tracking Number
(Hot Rock Hollywood) is not liable and will not be held responsible for any international packages that are lost or stolen. It is recommended to always have a tracking number so that if your package is lost or stolen it can be reported to the appropriate courier.
4.3 Dispatch Time
Orders are usually dispatched within 2 business days of payment of order. Our store operates on Monday - Sunday during standard business hours, except
on national holidays at which time our store hours will vary. In these
instances, we take steps to ensure shipment delays will be kept to a minimum. During COVID-19 our store hours vary.
4.3.1 COVID-19 Shipping Delays
COVID-19 has caused us to have limited hours, which could result in shipment delays.
Please refer to our Google Business page for the latest updates on our hours of operation.
There is also a general shipping delay that all of the world is experiencing due to this pandemic. Please be patient with us if once your order has dispatched if it is taking longer than than expected to arrive. Check your tracking number frequently to stay on top of the whereabouts of your order.
4.4 Change Of Delivery Address
For change of delivery address requests, we are able to change the address at
any time before the order has been dispatched. Please e-mail us directly at firstname.lastname@example.org or call us at (323) 462-3348 to get your delivery address updated.
4.5 P.O. Box Shipping
Hot Rock Hollywood will ship to P.O. box addresses using postal services only.
We are unable to offer couriers services to these locations.
4.6 Military Address Shipping
We are able to ship to military addresses using USPS. We are unable to offer
this service using courier services.
4.7 Items Out Of Stock
We try to maintain accurate stock counts on our website but from time-to-time there may be a stock discrepancy and we will not be able to fulfill all your items at time of purchase. In this instance, we will fulfill the available products to you, and contact you about whether you would prefer to await restocking of the back-ordered item or if you would prefer for us to process a partial or full refund.
4.8 Delivery Time Exceeded
Any lost or delayed packages to and from Hot Rock will not be made responsible by Hot Rock or it's associates. If your package is lost, please contact the shipping provider using the tracking number provided (if applicable) to you from Hot Rock to initiate a lost package claim. If your package is delayed, please contact the shipping provider using the tracking number provided (if applicable) by Hot Rock in order to check on your items. Hot Rock is not responsible for filing a lost package claim for you. If Hot Rock is required to provide additional information to shipping providers when packages get lost or delayed this will be handled accordingly.
5. Tracking Notifications
Upon dispatch, customers will receive a tracking link with which they will be
able to follow the progress of their shipment based on the latest updates made
available by the shipping provider. Our tracking links are sent out automatically once order label has been created. If you do not receive a link to check your tracking, using our contact form, please contact us so that we can conduct an investigation.
6. Parcels Damaged In Transit
If you find a parcel is damaged in-transit, if possible, please reject the
parcel from the courier and get in touch with our customer service. If the
parcel has been delivered without you being present, please contact customer
service with next steps.
7. Duties & Taxes
7.1 Sales Tax
Sales tax has already been applied to the price of the goods as displayed on the
website and were included in your final amount paid at checkout.
7.2 Import Duties & Taxes
Import duties and taxes for international shipments will be pre-paid, without
any additional fees to be paid by customer upon arrival in destination country
If you change your mind before you have received your order, we are able to
accept cancellations at any time before the order has been dispatched. If an
order has already been dispatched, please refer to our refund policy.
Parcels are insured for loss and damage up to the value as stated by the
9.1 Process for parcel damaged in-transit
We will conduct operations as soon as the courier has completed
their investigation into the claim.
9.2 Process for parcel lost in-transit
We will conduct operations as soon as the courier has conducted an investigation and deemed the parcel lost.
10. Customer service
For all customer service inquiries, please email us at email@example.com or call us at (323) 462-3348. You may also contact us using our contact form on our contact page.