FAQ

Unfortunately Rough House Pictures, Inc. does not accept unsolicited material. This includes scripts, ideas, films, etc. We will ignore these questions, packages, and emails and you will not receive a response.

Thank You

I'd like to return something, what are the steps I need to take?

Any item(s) to be returned, exchanged or refunded on must be sent back at the buyer's expense within 30 days of purchase. The original purchase order number will be required to confirm proof of purchase, and that your order falls within the 30 day time frame. If your items are greater than $50 we recommend the purchase of shipping insurance as we cannot guarantee a refund if the package is lost or damaged during transit. The original orders paid shipping cost will not be refunded as the delivery was successful. ONLY the physical items themselves will be accepted. Once we have received your package, please allow 3 to 5 Business days for processing / inspection. If we deem the product submitted for exchange or return is no longer in sellable condition (broken, damaged, chipped, stained, or contains odor.) your request may be denied, and product returned back to you or disposed of properly. Once 30 Days has passed you retain full ownership of your product(s) purchased from this site.

Ship To:

Rough House Shop
PO Box 328
Mount Pleasant, SC 29465

When will you restock *insert product name*?

We’re unable to disclose any time frames when it comes to restock items or release dates, but we encourage you to sign up for our newsletter for any restock and release announcements. The link to sign up is at the bottom of this page.

I forgot to add a product into my cart during checkout what do I do?

If you need to place an order for additional items and your first order has NOT shipped please proceed with placing the secondary order, and contact us with BOTH order numbers. We will refund shipping cost for the lighter package, and combine shipping if possible.

How do I know when my order will ship?

You will receive a shipment notification via email once your package has shipped with tracking information. We typically ship out orders multiple times a week unless extended turn around times are posted clearly on the website.

UPDATE: Due to COVID-19 please expect delays to shipping time frames as we are working carefully to ensure the safety of our staff.

When do preorder items ship?

Please keep in mind a preordered product has not yet been made, which will always increase the shipment time. If you order in stock items along with a preorder item the entire order will ship together unless you place two separate orders. Preorders typically take 3 to 4 weeks before shipment.

My order says it was delivered, but I don't have it.

If your package has been marked as delivered, but is not in your possession for whatever reason, there is absolutely nothing we as a company can do, as we have to put trust into the United States Postal Service. If USPS or your local postal carrier deem the package was NOT delivered (though it’s marked as delivered via the tracking info) after 10 business days, you may contact us and provide documentation from the carrier stating the package cannot be located. We will work with you from there.

Do you ship internationally?

The Rough House Shop does not currently offer International Shipping.

Can I change my shipping address?

We cannot change the shipping address after an order has been placed. Doing so voids our protection against fraud and theft. If you would like to change the address, we will have to cancel your order. Once the order is canceled, you can place a new order.

Can you take off the signature requirement for my package?

Unfortunately we cannot waive the signature requirement for orders over $150. Also, our supplier cannot waive signature requirements either.

I got my order, but I'm missing items.

Due to the limited nature of our products, every piece of inventory and order is carefully packaged to ensure all ordered contents are placed within. If you have an issue with your package, it is important you contact us immediately. You will need to provide photographic evidence of the packing slip that is signed off on by a member of our team. The window for these types of investigations is 48 Hours after the carrier has marked the package as delivered. We will begin with an inventory count, and based on our research further determine if those goods were in fact not shipped accordingly. Any messages received regarding missing items after the 48 Hour window will be declined. 

 

Loading...

Your cart