Terms and Conditions

TERMS & CONDITIONS

Thank you for your interest in our products! By placing an order with us, you agree to the following:

ORDER FULFILLMENT

Orders will be fulfilled as placed from inventory, with the attributes selected and paid for by the customer. If a product is out of stock, customers can choose to sign up for email notification of restock. Roque Concepts can only produce holsters in the configurations listed on the drop-down menus for each individual product. Orders with special customer notes will be accommodated to the best of our ability; but ultimately Roque Concepts will fulfill the order in the configuration selected. Due to the custom nature of certain products as well as fluctuations in industry demand, some items are only put into production AFTER the customer places the order. Time to shipment from the time an order is placed is contingent upon the current volume of existing orders. Roque Concepts does not expressly guarantee lead times; however, we do try our best to ship orders within the stated timeline. Again, this is not guaranteed.

SHIPPING POLICY [DOMESTIC]

Shipping is charged for all domestic and international orders. Roque Concepts offers a variety of shipping options for all regular domestic shipments – based on the recipient’s location. Orders qualifying for free shipping will typically be shipped via USPS Priority Mail. We do not control shipping rates, and as such, they are subject to change without notice. The buyer assumes sole responsibility for ensuring that the products they order are legal, and in accordance with their state/local laws.

Roque Concepts will do everything within our control to ensure prompt delivery but cannot be held responsible for postal or delivery services outside of our control. If you have any questions about this, please contact us before placing your order. Shipping rates shown via the online ordering system are not controlled by Roque Concepts and are subject to change depending on the fulfilment service (i.e., USPS, UPS, FedEx, etc.).

If we have any questions regarding an online order, the customer will be notified via email. If there is no response, we will hold the order for 2 weeks; after which, we reserve the right to cancel the order without any further notice.

Once orders ship, you will receive an email notification with the tracking information to the email you provided at checkout. Note: Occasionally these notifications are flagged as spam/junk by your email provider since they are sent from an automated fulfilment server. If you are expecting a shipment from us, please check your spam/junk folders before contacting us.

SHIPPING POLICY [INTERNATIONAL]

International orders are shipped via FedEx. The customer is responsible for all shipping charges, customs, duties, taxes, or other fees in their host country. The customer is also responsible for ensuring that the products they order are legal in their host country. Roque Concepts is not responsible for any items confiscated by your government, customs, or other government agencies. Roque Concepts reserves the right to make changes in shipping method if we feel that it will better benefit the customer. As with all orders, the customer will be notified by email of the shipping status and tracking number for their order.

SHIPPING POLICY [GOVERNMENT OR APO ADDRESSES]

All shipments to APO and PO boxes will be shipped via USPS Priority Mail; FedEx does not support or deliver to government post offices, therefore, even if FedEx is selected and paid for at checkout, the order will be shipped via USPS.

MISSING/STOLEN PACKAGES

If your order’s shipping tracker shows the order was delivered but you did not receive the package, please contact Roque Concepts’ customer service via email. We will supply you with a Proof of Delivery form which can then be used (by the customer) to initiate a claim through the currier. Roque Concepts is not responsible for initiating this claim and it is the responsibility of the customer. In our experience, FedEx is very helpful in finding lost or stolen packages.

RETURN & EXCHANGE POLICY

Roque Concepts is proud to offer a no-hassle moneyback guarantee for 30 days after delivery from customers who have purchased directly from roqueconcepts.com or from our network of authorized dealers - but only when combined with proof of purchase and after receiving authorization from a customer service team member. Items purchased from Roque Concepts may only be returned or exchanged by the original customer or direct gift recipient. Roque Concepts reserves the right to review the returned items (i.e., via pictures) before beginning the return/exchange process of those items. In instances where the warranty has been voided (product is manipulated, is dirty or missing parts, etc.) returns will be at the customer service agent’s discretion and may NOT be accepted. Returns and/or exchanges AFTER the 30-day guarantee period will be handled on a case-by-case basis, and are at the sole discretion of the customer service agent.

If Roque Concepts made a processing error during the fulfillment of your order or there is a manufacturing defect in workmanship, we will work diligently with you to correct the problem in a timely manner. NOTE: Processing errors include but are not limited to receiving the wrong model or color, etc.

To initiate the return or exchange, the customer must:

Contact Roque Concepts Customer Service via email within 30 days of delivery
1. Please include name, order number, order date, reason for return, desired solution, etc.
Roque Concepts will reply to the customer (in a timely manner) via email for more information/direction
Customer Service will troubleshoot if possible and will provide the customer with a Return Merchandise Authorization number (RMA) and return shipping instructions via email if necessary.

Roque Concepts reserves the right to refuse items returned without prior communication or authorization. Roque Concepts will NOT refund purchases made through unauthorized dealers and reserves the right not to deny support on items purchased through unauthorized dealers (i.e., Tacswap, Ebay, Amazon, etc.).

LIMITED-LIFETIME WARRANTY

All Roque Concepts products are backed with a limited-lifetime warranty. If your product fails during normal use for any reason, we will repair or replace that item free of charge. This warranty is strictly limited to the purchasing customer or direct gift recipient. A copy of your order invoice, whether from Roque Concepts or one of our authorized dealers, is required for warranty fulfillment. International warranty claims are eligible for replacement but the customer is required to cover the shipping charges.

We do ask that you use common sense when using our product. Kydex is formed with heat, so if you leave your holster in a hot car/on the oven/etc. and it melts, that isn’t covered.

Please apply blue Loctite to your hardware once you have it set up to your individual preference, to keep them from coming loose. If you lose a component, individual hardware kits are available to purchase from our online store.

DEALERS

Our mission at Roque Concepts is to provide our customers with the best shopping experience possible by offering fast shipping, the right assortment of products, and world class customer service, all at affordable prices.

We offer products to consumers on our website www.roqueconcepts.com and to our dealers through direct communication. We are proud of our vendor relations that we have built, and we look forward to building a long-lasting relationship with your company. Our value proposition to our customers is to have your products in stock and quickly ship out product within the communicated timelines. For us to maintain our high order fulfillment rate with our customers, we need you to meet our required shipping dates.

We frequently communicate with our customers with our email campaigns. This is a great brand building opportunity for you, and we would appreciate the opportunity to put your products on sale during our email campaigns. We also do high-volume holiday promotions several times a year that can generate increased unit sales and attention to your brand. If you would like to participate in these events, you can submit special sale pricing at least 3 months in advance to our Buyers for each event. We are also open to any closeout, overrun, or exclusive product opportunities that you offer.

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Terms and Conditions