Shipping Policy
All orders are processed within 1 to 2 business days (excluding weekends and holidays) after receiving your order confirmation email. You will receive another notification when your order has shipped. Our custom made doors will have a lead time of 7 days to build prior to being shipped.
Due to Covid there may be delays in your local postage service. Please contact us with any concerns.
Domestic Shipping Rates and Estimates
We offer Australia Post shipping to Victoria Australia. Should you wish to post to outside of the State of Victoria, Australia please contact our customer service team on info@rokgroup.com.au to confirm shipping costs to your State. Any orders placed for delivery outside of VICTORIA will not be shipped until updated shipping prices have been paid.
Local Pickup
We offer local pickup from our Campbellfield VIC 3061 warehouse. This is by appointment only so should you wish to arrange pickup then please contact our customer service team on info@rokgroup.com.au PRIOR to purchasing online so you are not charged postage rates.
How do I check the status of my order?
When your order has shipped, you will receive an email notification from us which will include a tracking number you can use to check its status. Please allow 48 hours for the tracking information to become available.
If you haven’t received your order within 14 days of receiving your shipping confirmation email, please contact us at info@rokgroup.com.au with your name and order number, and we will look into it for you.
Shipping to P.O. boxes
Due to the size of our products, PO Box orders are generally not accepted. If you have checked with your PO Box provided and confirmed they will accept the product then we will ship to it.
If you are unsure of your size requirements we would suggest you contact your local post office to confirm they can hold your goods. We take no responsibility in your post office declining to hold your goods on site should it not fit in your post office box. Any additional postage fees for incorrect deliveries will rest with the purchaser, and not ROK Group.
Refunds, returns, and exchanges
We accept* returns up to 30 days after delivery, if the item is unused and in its original condition, and we will refund the full order amount minus the shipping costs for the return.
*Alterations to policy
We do not accept returns for our custom made doors unless a manufacturer error was made by ROK Group. We will confirm the size of the door with you prior to manufacturing it. Once made to the specifications it cannot be altered.
In the event that your order arrives damaged in any way, please email us as soon as possible at info@rokgroup.com.au with your order number and a photo of the item’s condition. We address these on a case-by-case basis but will try our best to work towards a satisfactory solution.
If you have any further questions, please don't hesitate to contact us at info@rokgroup.com.au.
Privacy Statement
www.rokgroup.com.au is committed to protecting your privacy and developing technology that gives you the most powerful and safe online experience. This Statement of Privacy applies to the www.rokgroup.com.au Website and governs data collection and usage. By using the www.rokgroup.com.au website, you consent to the data practices described in this statement.
Collection of your Personal Information:
www.rokgroup.com.au collects personally identifiable information, such as your e-mail address, name, home or work address or telephone number. www.rokgroup.com.au also collects anonymous demographic information, which is not unique to you, such as your ZIP code, age, gender, preferences, interests and favorites.
There is also information about your computer hardware and software that is automatically collected by www.rokgroup.com.au. This information can include: your IP address, browser type, domain names, access times and referring Website addresses. This information is used by www.rokgroup.com.au for the operation of the service, to maintain quality of the service, and to provide general statistics regarding use of the www.rokgroup.com.au Website.
Please keep in mind that if you directly disclose personally identifiable information or personally sensitive data through www.rokgroup.com.au public message boards, this information may be collected and used by others. Note: www.rokgroup.com.au does not read any of your private online communications.
www.rokgroup.com.au encourages you to review the privacy statements of Websites you choose to link to from www.rokgroup.com.au so that you can understand how those Websites collect, use and share your information. www.rokgroup.com.au is not responsible for the privacy statements or other content on Websites outside of the www.rokgroup.com.au and www.rokgroup.com.au family of Websites.
Use of your Personal Information
www.rokgroup.com.au collects and uses your personal information to operate the www.rokgroup.com.au Website and deliver the services you have requested. www.rokgroup.com.au also uses your personally identifiable information to inform you of other products or services available from www.rokgroup.com.au and its affiliates. www.rokgroup.com.au may also contact you via surveys to conduct research about your opinion of current services or of potential new services that may be offered.
www.rokgroup.com.au does not sell, rent or lease its customer lists to third parties. www.rokgroup.com.au may, from time to time, contact you on behalf of external business partners about a particular offering that may be of interest to you. In those cases, your unique personally identifiable information (e-mail, name, address, telephone number) is not transferred to the third party. In addition, www.rokgroup.com.au may share data with trusted partners to help us perform statistical analysis, send you email or postal mail, provide customer support, or arrange for deliveries. All such third parties are prohibited from using your personal information except to provide these services to www.rokgroup.com.au, and they are required to maintain the confidentiality of your information.
www.rokgroup.com.au does not use or disclose sensitive personal information, such as race, religion, or political affiliations, without your explicit consent.
www.rokgroup.com.au keeps track of the Websites and pages our customers visit within www.rokgroup.com.au, in order to determine what www.rokgroup.com.au services are the most popular. This data is used to deliver customized content and advertising within www.rokgroup.com.au to customers whose behavior indicates that they are interested in a particular subject area.
www.rokgroup.com.au Websites will disclose your personal information, without notice, only if required to do so by law or in the good faith belief that such action is necessary to: (a) conform to the edicts of the law or comply with legal process served on www.rokgroup.com.au or the site; (b) protect and defend the rights or property of www.rokgroup.com.au; and, (c) act under exigent circumstances to protect the personal safety of users of www.rokgroup.com.au, or the public.
Use of Cookies:
The www.rokgroup.com.au Website use "cookies" to help you personalize your online experience. A cookie is a text file that is placed on your hard disk by a Web page server. Cookies cannot be used to run programs or deliver viruses to your computer. Cookies are uniquely assigned to you, and can only be read by a web server in the domain that issued the cookie to you.
One of the primary purposes of cookies is to provide a convenience feature to save you time. The purpose of a cookie is to tell the Web server that you have returned to a specific page. For example, if you personalize www.rokgroup.com.au pages, or register with www.rokgroup.com.au site or services, a cookie helps www.rokgroup.com.au to recall your specific information on subsequent visits. This simplifies the process of recording your personal information, such as billing addresses, shipping addresses, and so on. When you return to the same www.rokgroup.com.au Website, the information you previously provided can be retrieved, so you can easily use the www.rokgroup.com.au features that you customized.
You have the ability to accept or decline cookies. Most Web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies if you prefer. If you choose to decline cookies, you may not be able to fully experience the interactive features of the www.rokgroup.com.au services or Websites you visit.
Security of your Personal Information:
www.rokgroup.com.au secures your personal information from unauthorized access, use or disclosure. www.rokgroup.com.au secures the personally identifiable information you provide on computer servers in a controlled, secure environment, protected from unauthorized access, use or disclosure. When personal information (such as a credit card number) is transmitted to other Websites, it is protected through the use of encryption, such as the Secure Socket Layer (SSL) protocol.
Changes to this Statement:
www.rokgroup.com.au will occasionally update this Statement of Privacy to reflect company and customer feedback. www.rokgroup.com.au encourages you to periodically review this Statement to be informed of how www.rokgroup.com.au is protecting your information.
Contact Information:
www.rokgroup.com.au welcomes your comments regarding this Statement of Privacy. If you believe that www.rokgroup.com.au has not adhered to this Statement, please contact www.rokgroup.com.au at info@rokgroup.com.au We will use commercially reasonable efforts to promptly determine and remedy the problem.