Terms and conditions
By placing an order with Rock the Bow, you agree to the following terms and conditions. Please read in full.
1) Shipping information
You will receive a shipping quote with your invoice. We ship all of our orders exclusively with UPS. For orders over $500 we automatically include shipping insurance. Shipping fees range depending on zip code, number of items and total size and weight of package. Once your package ships, you will receive a tracking number. Transit times vary depending on the delivery location and time of year, but you can expect most packages to arrive within 1-4 days from date of shipment.
2) Local pickup option
We currently offer local pick up at our Ashland, Ma location. Pickups are scheduled by appointment only and require a 15-minute window. Please do your best to communicate if you will be late or if you need to reschedule your pickup time. If you habitually cancel or miss your scheduled pickups, we reserve the right to deny a pickup option and you will be required to pay for shipping.
3) Processing time
Turnaround times (not including shipping times) can vary widely depending on the number of items, the intricacy of the design and the time of year you place your order. Please let us know your in-hand deadline when you send an inquiry. We reserve the right to deny your order due to an unrealistic in-hand deadline.
4) Payment types accepted
CREDIT, DEBIT, VENMO and CHECK. Credit and debit payments are made through Square; invoices will be emailed to you and can be paid by clicking the link and entering card information. For check payments please allow extra time for payment to clear before your order is started.
5) Tariffs
All prices are subject to change depending on material costs due to the rapidly evolving trade war. A quote does not guarantee your price; your price is not set until you confirm your order by paying the total due. We anticipate that we may also encounter temporary material shortages, frequently out of stock clothing items and delays in shipping due to the tariffs. We appreciate your understanding as we navigate the ever-changing landscape of the current economy and please know that we are working diligently to ensure that our customers always receive the same high-quality products and customer service that we have always delivered.
6) Rush orders
Rush order approval is determined on a case-by-case basis and may be subject to a 10% or 20% rush fee depending on the turnaround time requested. You will also be responsible for any fees associated with upgrading shipping to overnight or two-day shipping.
7) Adding items to an open order
If you have already paid your invoice on time and need additional items before your order ships, we will do our best to accommodate you, however we cannot guarantee that they will arrive at the same time as your original items.
8) Reordering
We make every effort to keep pricing consistent, however, placing a reorder of the same style does not guarantee you the same price as your original items. This is due to fluctuation in material costs.
9) Late payments
When placing your order, we will send you a due date for payment in full based on your in-hand deadline. If you do not pay on time, your order will be subject to a late fee of 10% of the total cost or a delay in delivery or both. All orders are required to be paid in full before we will order any materials needed to start your bows or clothing. Due to the custom nature of this business, creating a schedule for filling orders is a complex puzzle. Once you are placed on the schedule we do not typically move your order completion date, as doing so could create a domino effect that could delay many of our other orders. On time payments help us ensure that everyone receives their items on time. Please plan accordingly when placing your orders.
10) Color matching
We do our absolute best to match colors, styles, design aspects and more when designing your custom items. However, we cannot guarantee that any of these aspects will match exactly. When sending us mock-ups, photos or color matching requests please consider that lighting and screen discrepancies can affect the colors shown and that uniform company mock-ups do not always reflect the final product. Pantone color codes are the most accurate for shade reference and close up photos of uniforms for design details are best if you have those available.
11) Design work
When requesting a custom design, please have as much information available as possible. Style of bow or item, specific colors (please see our virtual design studio on our website that includes materials and color options), photos of inspiration design and/or uniforms, budget, etc. We also require high quality logo files if you will be including those in the design.
12) Stock designs Vs Custom designs
All of the items shown in our lookbook are available in any color combination and are considered stock designs.
Any design that is custom made for you, based on your specifications or matching your uniform or logo is considered custom and requires a design fee of $50 that is considered a non-refundable deposit. If, after the design phase, you don't place an order, you forfeit that deposit. If you approve the design that $50 is deducted from your total balance due.
13) After receiving your order
Please unpack and count all items immediately after your package arrives. Do not wait until the day you plan to hand out your items to count them. There are rare occasions that the amount/size is incorrect due to typos and math mistakes on either the customers end or on our end. We do our best to rectify these rare situations in a timely manner.
14) Returns and Exchanges
Due to the custom nature of our items, we do not accept returns or exchanges.
15) One last thing!
We always appreciate any of the following actions if you are happy with your experience with Rock the Bow:
- Leave us a positive review or rating on Facebook or Google.
- Share photos and videos of your bows or clothing and tag us in your posts.
- Recommend us to other cheer programs.
- Message us with feedback on ways we can improve our products.
- Interact with us on social media.
- Become a returning customer!