Shipping

Q: How are domestic (UK) packages shipped?
A: All UK orders are dispatched via Royal Mail recorded delivery, to ensure the safety of your order. This does mean that a signature is required for the delivery, but the postal worker will not know the contents of the box.

Q: How discreet are domestic (UK) orders?
A: All UK orders are discreetly packaged in either unmarked boxes or jiffy bags depending on size of the order. Only the address label and a return address are visible. The name "Rocks-Off" and any contents information does not appear anywhere.

Q: Can I use a different courier for my order?
A: This may be possible, though we advise against it. Please contact customer services before ordering to inquire. Note: alternative couriers will have a higher delivery charge, and if they do not have order tracking we may be unable to help you in the event of misplaced delivery.

Q: How are international packages shipped?
A: We dispatch international orders with Royal Mail International and/or FEDEX. However, when shipping to the rest of the world a Customs declaration (CN22) is required. It will list the contents as "Electrical vibratory massage apparatus" or "Articles of rubber" depending on the product, and give a total weight of the package. Once Royal Mail deliver the product to your country your own domestic postal service takes over, in most cases they are discreet, but we advise customers with concerns to check their local postal services terms and conditions first.

Q: How long do orders take to arrive?
A: Orders shipped in the UK take 3 - 5 working days. International orders normally take 7 - 10 working days.

Orders & Shopping

Q: Can I cancel my order after I place it?
A: You can cancel your order for any reason at any time within 14 calendar days from the date of receipt of the goods. A full refund will be given for any orders that have not been dispatched. If the goods have already been dispatched, please contact us for more information about product returns.

Q: I accidentally ordered the wrong item/colour how do I change this?
A: Please contact us immediately for assistance http://www.rocks-off.com/contact/

Q: I am having issues with creating an account.
A: Please contact us for assistance http://www.rocks-off.com/contact/

Q: I am having trouble using a voucher/discount code
A: Please contact us for assistance http://www.rocks-off.com/contact/

All Products

Q: Can I return my purchase if I'm not satisfied with it?
A: No, we are unfortunately not able to accept returns without a fault or defect.

Q: My product is faulty/defective, how do I return my item/receive a replacement?
A: Please ensure your warranty has been activated and contact us at http://www.rocks-off.com/contact/

Q: Is my product waterproof?
A: Most Rocks-Off products are fully waterproof, but this is not always possible. Please refer to each product's details at www.rocks-off.com

Q: How do I store my item?
A: Please store your item in a cool, dry area, out of direct sunlight. Products should not be stored in contact with other products, especially products made by other companies. Please remove batteries after use or cover batteries with battery isolator provided. Rechargeable items should be partially charged when placed into storage to best extend battery life.

Bullets

Q: How do I remove the battery from my bullet?
A: To remove the battery from a Rocks-Off bullet, please unscrew the cap and gently tap the bullet on to your hand to slide the battery out of the casing. It is a good idea to remove batteries from products when not in use.

Q: I tried the above, but the battery will not come out, what can I do?
A: In very rare situations the copper connectors on either side of the bullet can obstruct battery removal, check they are not in the way of the battery and if they are bend them gently to the sides, remove the battery and then fold them back down inside the bullet. Batteries can sometimes swell over time; if the battery is stuck a strong magnet can usually be used to remove it.

Q: How do I remove the bullet from the silicone?
A: It is best to grip the cap of the bullet and gently wiggle the bullet left and right at first, rather than pull it directly, once a good length of the bullet is loose it becomes much easier to pull it free from the silicone.

Rechargeable Products

Q: How do I know if my rechargeable product is charging?
A: This varies depending on the product; please consult your packaging for the exact LED behaviour.

Q: I have lost the USB lead or mains adapter for my product, how do I obtain a new one?
A: We have replacement parts directly purchasable from https://www.rocks-off.com/sex-toys/essentials, for all other enquires regarding USB and mains adapters please contact customer service at http://www.rocks-off.com/contact/ regarding your issue and they can assist you further.