How do I contact Rocky Customer Experience for help?
You can reach us via email, live chat or phone! You can find all of our contact details here.
Do you have any stores in my area?
You can find a full list of our Rocky store locations, plus our retail partners, on our store locator page here.
Can I change an order after it’s been placed?
As soon as you place your order we get working on it right away. This means we are unable to make any changes or modifications to an order after it has been placed and confirmed. Please feel free to contact us with any questions you might have and we will do our best to help.
What methods of payment do you accept?
We accept all major credit cards including MasterCard, Visa and American Express. We also offer payment through PayPal, ApplePay, GPay and ShopPay.
What currency will I be charged in?
You will be charged in Canadian dollars (as we are based in Canada), however your local currency exchange rate will be applied by your credit card company when the payment is processed.
Can I send my order as a gift?
Yes! For a small fee we will be happy to pack your entire order in a gift box made with FSC-approved paper, complete with tissue and ribbon (during holiday periods only). Otherwise, we can also include a short, handwritten gift note to your order. Look out for the applicable checkboxes when placing your order.
Do you sell gift cards?
Yes we do! You can find all of our Gift Card options here. The gift card will be emailed to you after purchase and is then available to print, forward or schedule as a gift. Gift cards are redeemable at all of our Rocky retail stores and our online store.
What if the products I purchase don’t work for me?
If it turns out that a product isn't for you we will happily refund your purchase or exchange it for a different product for you to try. It doesn’t matter if you have your receipt, or if the product has been used (in fact we hope you’ve tried it!).
All we ask in return is your feedback on why you’re returning it. Your feedback is critical to us as we continue to formulate amazing natural products, so please be honest with us — we really appreciate it! Please contact us and we'll be happy to chat with you.
What will happen after I subscribe to a product?
Once you subscribe to a product and enter your billing details, you will receive an email that grants you access to our Rocky Renewals Subscription Portal. From here, you can edit your order frequency, add new and limited edition products and pause, skip or cancel your subscription.
How do I view my subscriptions?
Once you have an active subscription you will receive an email with a link to the Rocky Renewals Subscription Portal. You can also access the Rocky Renewals Subscription Portal by logging into your Rocky account and clicking the Manage Subscription link in the Account section.
Can I change my subscription order frequency once it’s set?
Yes, you edit your order frequency at any time through the Rocky Renewals Subscription Portal. You can choose to receive your order anywhere from one through to six month frequencies.
How do I know when my subscription is about to ship? Can I still make changes?
You will receive an email three days before your subscription ships, as well as a confirmation once it is on its way to you. You can make changes to your subscription any time before your subscription order is placed.
Can I skip a subscription order?
Yes, you can skip an entire subscription order through the Rocky Renewals Subscription Portal. Simply click the “Skip Order” button on the upcoming order and your next order will be skipped. You can also reschedule the order to a later date, or delay it by a set amount of time.
Can I skip a product on my next subscription order?
Yes, you can skip a product on your next order through the Rocky Renewals Subscription Portal. Simply click the “Edit” button on the product you’d like to update and choose to skip, swap or cancel the product.
How do I add limited edition products to my subscription order?
You will find our newest limited edition products displayed in the Rocky Renewals Subscription Portal. Simply click the “+” (plus) to add to your upcoming order as a one off. Looking for more? Click the “See more products” button.
Will my card be automatically charged with each subscription order?
Yes, your card will be automatically charged when your order is placed. You can update your billing details through the Rocky Renewals Subscription Portal at any time. You will receive a reminder email three days before your order is due to be placed.
Do you offer free shipping on orders?
Yes, we offer free shipping on orders to Canada over $50 CAD or the US over $50 USD. You can view our shipping information here.
Why didn’t I receive a free bar of soap with my subscription order?
We will send you a free bar of soap starting from your second subscription order. Your first subscription order is not eligible for a free bar of soap.
Can I create multiple subscription orders with different frequencies?
Yes, you can. However, to reduce shipping charges we recommend setting your subscription orders to the same frequency.
Have a question you don't see here? Please feel free to contact us via phone, email or live chat. We'll be happy to help!