FAQ

How do I place an order online?

Ordering is easy and convenient! Simply select your favorite items, add them to your shopping cart and click "check out" for your order total. Once you have entered your shipping address, the shipping total will appear in the middle of the page above the payment options.

Can I place orders by phone?

We accept phone orders toll-free at 1-877-774-9130. Our customer-care consultants are available Monday, Wednesday and Friday 10AM to 4PM EST to answer your questions.

What are my payment options?

Orders can be placed online using Visa, MasterCard, American Express or Discover Cards. We also offer PayPal as a payment method. You may also use reward points earned from previous purchases.

 

Do you charge sales tax?

Sales tax will only be assessed for orders that are shipped within the state of Tennessee (9.75%).

Do you have a minimum-order requirement?

Rocky Top Leather has a $14.99 minimum order.

How do I check the status of my order?

You have two options for tracking your order:

You may track using the tracking info we emailed you after the item shipped.

If the item shipped from one of our vendors(drop-shipped) you can give us a call to look up the tracking info. The tracking info may not be available for several days after processing the order.

Will I get an email confirmation after I place my order?

Yes, you will immediately receive an email confirmation of your order.

How do I make changes or cancel my order?

You may make changes to your order as long as the order has not been completed. That means it has been or is shipping. We strongly suggest you speak with a customer-care representative as soon as possible with changes or cancellations so we can accommodate your request without any additional delays or charges. Please review the  Terms and Conditions for full details.

What is your return and exchange policy?

Return Policy
  • You have 30 days for return and exchanges on non-closeout items.
  • Orders placed from Nov. 1st through Dec. 25th will get an extension for the holidays past the 30 day policy. These returns/exchanges must be received by January 31st. This does not apply to closeout items, special orders, or custom orders.
  • Orders returned past the deadlines above will be charged a restock fee (20% to 50%) depending on the item.
  • Canceled Made to Order or Special Order items will incur a 50% restock fee.
  • All returned items must be unworn/new condition. All returns must include original tags, packaging and be shipped in an appropriate shipping box. The original shipping box can be used.
  • DO NOT use the manufacturer’s product box as the shipping container.
  • Shipping is non refundable.
  • We require that you put a copy of your invoice in the package with info telling us if you need an exchange or refund and why. If we get a package returned to us with no instructions as to exchange or refund we will hold the item and wait for customer contact. There will be a restock fee if we have no instructions as to your wishes.
  • If you received free shipping, or *flat rate shipping, we will deduct the actual shipping cost from the refund.
  • We are not responsible for return shipping (shipping back to us for refund or exchange).
  • We will pay for the 1st return shipping back to you on exchanges for domestic orders only. If an item needs to be exchanged more than once you will be responsible for all shipping charges back and forth. International orders must pay for all shipping charges.
  • We are not responsible for variations in color on items as color may be different on individual computer screens depending on resolution.
  • Motorcycle saddlebags can not have been mounted or scratched. Any Hardware Must not have been opened. We will not accept any Saddlebags or Brackets back that have been mounted or used in any way.
  • Custom/Special order items such as Hats and Boots cannot be canceled and are non-returnable once they are in production. ie. made to order Lucchesse boots, Old Gringo Boots, Corral boots, and made to order Stetson Hats can not be returned.
  • We will charge a restocking fee if no info is provided on the return/exchange.
  • All exchanges will be shipped after we have received returned merchandise.
  • Mistakes can happen and if we made a mistake we will correct it in a timely but reasonable way. If at any time you received a wrong item due to Rocky Top Leather's error please contact us and we will rectify the situation.
  • Motorcycle apparel this means jackets, chaps, vests, gloves, and boots can be exchanged if they are in new condition with tags attached. There is no restocking fee for apparel exchanges as long as still new, never worn, and has tags still attached. The customer is responsible to pay shipping of the exchanged item. 
  • Motorcycle Helmets can not be returned if they have been worn.
  • Due to safety issues we cannot accept returns or exchanges that have smoke, perfume, or any other non-original scent. Scented items will be returned to the buyer at the buyer's expense.
  • Items purchased in the clearance section are not eligible for return or exchange.
  • ALL CLOSEOUT ORDERS ARE FINAL
Send Returns and Exchanges to:
Rocky Top Leather
2850 Parkway Suite 19
Pigeon Forge, TN 37863

 

How long before I receive my refund?

All refunds are processed upon inspection of items. Once your returned items have been processed, a credit should post to your credit card (minus any shipping fees, cancellation fees, or restock fees,  you incurred on your original order) within 7-to-10 business days.

Can I return closeout items?

Due to the nature of these items closeout are non-returnable and non-refundable.

Do you charge restocking fees?

If you wait longer than 30 days to notify us regarding the return of your items, your order may be subject to restocking fees. Please review the Terms and Conditions for more info.

You must include a copy of your invoice in your exchange/return with info about the exchange/return to avoid a restocking fee.

What if I received my order, but some items are damaged?

Please inspect all items carefully when you receive your order. If there's any damage, please call our customer-care department at 1-877-774-9130, but no later than 3 days after the package was delivered. A customer-care specialist will help you file a claim with UPS.

When will my order ship?

Shipping Policy
  • Shipping rates on Domestic Ground shipments now start at 9.95 USD. These special rates are provided by us and not by the shipping companies. Actual shipping cost may vary on all orders and flat rates listed. *Certain restrictions apply.
  • Most orders ship in 1 to 3 business days, unless otherwise specified. (ie. Made to Order, Pre-Order, Special Order, and Back-ordered)
  • All orders over $250.00 will ship to the verified billing address or a verified business address.
  • We DO NOT ship on Saturday, Sunday, or Holidays.
  • There is no shipping on Thanksgiving or Black Friday, There will also be no shipping from December 23rd until January 3rd . Due to the holidays
  •  UPS does NOT make pick ups or deliveries on Saturday or Sunday.
  •  UPS Ground deliveries take 2 to 8 business days to be delivered once shipped. This depends on where the package is shipping from and shipping to.
  •  UPS 2nd Day Air means delivery 2 business days after it ships, Not 48 hours after you order.
  •  UPS Next Day Air means delivery the next business day from when it ships.
  • USPS Parcel Post takes 5 to 15 days to be delivered once shipped.
  • USPS Priority Mail takes 3 to 5 days on average to be delivered once shipped.
  • USPS Express Mail takes 1-3 days to be delivered once shipped in most cases. USPS Express Mail may not be available on all orders.
  • Processing and Ship times may be extended during peak shipping times, ie. Halloween through Christmas.
  • We may change shipping methods at our discretion if a specified shipping method is not available for that order.
International Orders
  • All International orders will be held for 5 to 7 days pending payment verification prior to shipping.
  • International orders ship by USPS Priority Mail.
  • Tracking on International orders will be emailed to you when the item has shipped through the postal service.
  • International orders take at least 2 to 3 weeks for delivery once shipped.
  • You may have additional duties and fees due to your country, this is out of our control, and we are not responsible for them. We do all that is legal to minimize these additional fees and duties.
  • Shipping rates for international orders start at 35.00USD and go up depending on the shipped weight of the order.
  • All International orders must be paid via PayPal for security and verification purposes. If you select Paypal as your payment we will send a bill for the full amount that must be paid before we can proceed with an order.
  • All sales on International orders are final unless you pay all shipping charges associated with an exchange.

Do you ship to Post Office Boxes?

UPS cannot ship to PO Boxes. We ship UPS and are required to have a physical address for delivery.You may choose USPS as the shipping option if delivery to a P.O. Box is needed.

Do you ship to APO/FPO addresses?

Yes. However, we do not guarantee delivery times on these orders.

Do you ship to Canada?

We ship to Canada but are not responsible for any fees or taxes as part of the import of the items. USPS only.

Do you ship internationally?

Yes, but only through the postal service. We are not responsible for any fees, duties, or taxes that may be applied.

How is shipping calculated?

Shipping is calculated at checkout and starts at our Flat Rate offer of  9.95USD.

What are your shipping options?

We offer UPS Ground, UPS 3 Day Air, UPS 2nd Day Air, UPS Next Day Air, USPS Parcel Post, USPS Priority Mail, and USPS Express Mail. Please keep in mind that any shipping option other than regular ground shipping incurs a premium shipping fee.

Do you have a printed catalog?

Unfortunately, we do not offer a printed catalog. You can view our entire collection online.

I am a vendor. How do I submit my products for consideration?

You may send catalogs and price listings to the following address:

Rocky Top Leather 2850 Parkway Suite 19 Pigeon Forge TN 37863

Privacy and Security

Are online transactions on your site secure?

All the information you provide, including your credit card information, is secured using Secure Sockets Layer (SSL) encryption technology. We use SSL technology to prevent your information from being intercepted and read as it is transmitted over the Internet. In addition, our site is tested and certified daily to pass the Trust Guard Security Scan. Research indicates that sites remotely scanned for known vulnerabilities on a daily basis, such as those earning Trust Guard Secure certification, prevent over 99% of hacker crime. See all the Trust Guard Certificates on any page of the website.

How do you use my contact information?

We request your email address so that we can email you an order confirmation. We request your phone number to contact you in case we need to give you an order update. Rest assured, we NEVER sell your contact information to anybody, for anything.

Contact Us

If you have any questions and would like to speak with a customer-care representative, you can contact us by:

Phone: Call us anytime during normal business hours, toll-free at 1-877-774-9130. We're here Monday, Wednesday and Friday 10AM to 4PM EST to serve you.

E-mail: E-mail us at Customerservice@rockytopleather.com to ask a question, make a suggestion or get any assistance you may need. Most e-mails are answered within 24 hours. Please note that weekend and after hour e-mail responses may be delayed.

Mail:

Rocky Top Leather

2850 Parkway Suite 19

 

Pigeon Forge TN 37863