Refund/Return Policy:
Rock the Treatment values our customers and understands that sometimes life happens—addresses get mixed up, and mistakes occur. To ensure your satisfaction, we offer a 180-day return policy for unopened gift baskets, provided they are returned in their original packaging.
Conditions for Returns:
Return Process:
Non-Returnable Items:
Due to the perishable nature of some of our products, we cannot accept returns on opened or used items. This policy ensures the safety and quality of our products for all customers.
Exceptions:
If an item is received damaged or was incorrectly shipped by us, please get in touch with Customer Support immediately at [email protected] or call 516-690-7009. Items that are defective and shipped from us will qualify for replacement or store credit within 3 days of receipt.
Shipping Exceptions:
Some items may be rerouted to a different address before they reach their destination for an additional charge if the carrier allows it. Medical Facilities do not reroute packages. Items refused by Medical Facilities or have undeliverable addresses cannot be refunded. So please ensure your shipping information is correct, and if possible, avoid shipping to Medical Facilities and Hospitals. Please note that when we ship to general receiving offices of medical facilities/hospitals, any item the facility receives will constitute delivery. Please understand that delivering the package to the patient from the medical facility receiving center is not within our control. Please plan accordingly, and if you doubt that a patient will no longer be at the facility within 1-2 days after scheduled delivery, please make other “Ship To” arrangements at the time of ordering.
Items refused by Medical Facilities or have undeliverable addresses cannot be refunded. Please ensure your shipping information is correct and, if possible, avoid shipping to Medical Facilities and Hospitals. For more information, please see Do you ship to Hospitals and/or Medical Facilities? tab.
Contact Us:
If you have questions about our return policy, please get in touch with us at [email protected] or call 516-690-7009. We are here to assist you and ensure your satisfaction.
Our Cancer Care Packages are shipped from New York within 1 – 2 business days of receipt of order. We ship via the United States Postal Service Priority Mail and FedEx Home/Ground Delivery, unless Express mail is selected.
The Postal Service Priority Mail is usually delivered in 2-3 business days to all locations. Express Mail is guaranteed overnight by USPS/FedEx to most locations (2 days to outlying locations). If shipping to a rural area, please make sure you have a valid US Postal Service mailing address. Shipments to PO Boxes must be via USPS and will be accepted as physical addresses do not always apply. Please see FedEx delivery map for estimated delivery times.
For more information, see Delivery.
We DO NOT recommend shipping our cancer patient care packages to the hospital. Patients are routinely moved to different rooms or discharged early and hospital mail rooms are sometimes slow in sorting and delivering packages. If a person has been discharged, there is no guarantee as to what would happen to your gift care package. Therefore, we strongly advise you to send your gift to the recipient’s home. Should you still choose to ship your basket to the hospital, please understand that all shipments to hospitals are made at your own risk. We are unable to guarantee or insure delivery to hospitals and you accept full responsibility if the package is delayed or lost.
Due to the high cost and taxes of International shipping, we currently only ship throughout the United States. However, we would also be happy to provide a price quote for delivery in Canada.
For more information, see Shipping.
As these packages are usually sent as gifts, no invoice or packing slips are including in any shipment.
We are happy to do our best to accommodate special requirements such as Sugar-Free, Kosher, Gluten Free, or Oral cancer. Please email customer service at [email protected] or call 516-690-7009 to discuss.
Yes. If you chose to include a gift card, that would be included. Additionally, every package includes a note explaining that this package was designed especially to assist them through treatment with a list of the items included and an explanation as to why they are beneficial.
As these packages are usually sent as gifts, no invoice or packing slips are including in any shipment.
When possible, added items will be included inside the care package and or shipping box.
When possible, added items will be included inside the care package and or shipping box.
If you are receiving an error/declined message, please check the billing address entered on your order. The address entered must match the address on record for the credit card that is being used for payment.
Credit cards are charged when the “place order” button is clicked. If a payment error occurs your credit card company may place a temporary hold on your account and you will not be charged. However, you may see a “pending charge”. The credit card company will drop the charges after approximately 2-7 days (varies according to credit card company)
Our Cancer Care Packages are shipped from New York within 1-2 business days of receipt of the order. We ship via the United States Postal Service Priority Mail and FedEx Home/Ground Delivery unless Express mail is selected.
The Postal Service Priority Mail is usually delivered in 2-3 business days to all locations. Express Mail is guaranteed overnight by USPS/FedEx to most locations (2 days to outlying locations). If shipping to a rural area, please make sure you have a valid US Postal Service mailing address. Shipments to PO Boxes must be via USPS and will be accepted as physical addresses do not always apply. Please see FedEx delivery map for estimated delivery times.
For more information, see Delivery.
Canada – If you’re interested in shipping to Canada, please call us with the details, and we would be happy to provide a price quote, including taxes and shipping rates.
Other Countries – please email us at [email protected] for information.
All orders are shipped from our facility in Long Island, New York.
If you’ve placed your order and paid in full before 12am (EST) we will typically ship your box full of love in our signature packaging within I-2 business days (excluding weekends and bank holidays).
Please note that this is not guaranteed.
You will receive an email from RTT. If you do not see it in your inbox please check your spam folder.
Orders are processed as quickly as possible. Generally, it takes 1-2 days for processing. We know how important it is to get these useful products in the hands of your loved one undergoing treatment. Our warehouse does not ship on weekends.
Yes. An email is sent to the email you provided. After placing your order, if you have not received an email by the end of the following business day, please check your spam.
The below delivery times per carrier are estimates and not guarantees. Unfortunately, we do not have any control over delivery speed (or the location the package is dropped) and cannot be held responsible for delays in transit. Additionally, once packages are in the hands of the shipping carriers, we only have access to the same information you see when you look up the tracking.
United States Postal Service
Priority Mail is usually delivered in 2-3 business days to all locations.
Delivery days are Monday through Saturday.
FedEx
FedEx Home/Ground can take 1 to 5 days for delivery depending on the shipping state.
FedEx Home delivers 7 days a week and Ground delivers Monday through Saturday.
FedEx 2Day Express operates Monday through Saturday.
*Note: For estimated delivery times, see FedEx delivery map.
Flat rate shipping
RTT offers flat rate shipping. Generally, we use FedEx and choose the quickest estimated delivery date. However we reserve the right to choose the shipping carrier.
We do not require a signature for the release of packages as it could be burdensome to the recipient given their situation. However, the individual delivery person has complete discretion in each situation as to whether they feel comfortable leaving a package without a signature, which means this is entirely outside our control. In our experience though, the only times we are aware about a carrier asking to acquire a signature is when it is not delivered someplace other than a residence, and that does not always happen.
If you would like to request that a signature be required please email us at [email protected] prior to placing your order.
Check the email we sent you with the tracking information. If you do not see it, please check your spam. You may sign into your account that was created when the order was placed to check the shipping status.
Unfortunately, Rock the Treatment has no control over packages once they are with the carriers.
We are not responsible for delays in transit caused by high package volume, weather, mechanical error, strikes, natural disasters, terrorism safety control, local carrier mis-scans. Please contact us and we will work with you and the carrier to resolve the situation.
Cancer patients have a lot going on and aren’t always feeling well. Additionally, it can be chaotic and overwhelming. Therefore, sometimes it can take a bit of time for them to let you know they received your gift. We understand that senders prefer not to bother the cancer patient to check and see if they received it.
If the tracking shows delivered and you did not hear from them please do not assume that it has not been received. It is best to contact someone else that lives in the residence to confirm it was received. Also, FedEx provides picture proof (when on shipping to residences). It can be viewed using the tracking number provided.
Contact us as soon as possible. If the package has not been processed/shipped we would be happy to adjust the address. Unfortunately, once the carrier has picked up your package, we have no way to revise it.
No need to worry. Regardless of the shipping information you entered, Paypal shows your billing address as the shipping address. If you’re uneasy, simply check the shipping information in the order confirmation email sent by Rock The Treatment.
Once an order has been processed, it means that it has already been prepared and given to the carriers for shipment. Please contact us immediately and if possible we will cancel the order. Please note depending on where the package is in the process it may not be possible to cancel the order. Please see our return/exchange policy.
Yes. An email is sent to the email you provided. After placing your order, if you have not received an email by the end of the following business day, please check your spam.