Help & FAQs - Uncle Dan's and Rock/Creek

Ordering:

Can I trust you with my email?

Yes, it’s the best way to keep tabs on your order. We hate spam as much as you do and if you do not sign up for our newsletter, you won’t receive any promotional offers from our site. You will be emailed right away:

  • When your order is placed
  • When your order is shipped
  • If there are any problems with your order in between
  • And once requesting feedback for your ordering experience

How safe is it?

We are committed to your privacy and keeping your sensitive information safe. Our site is fully secure and we do not share your personal information with other websites. For a full explanation of Rock/Creek’s safety standards, you may visit our Privacy & Security page.

If I can put it in my cart that means it’s in stock, right?

Most of the time, yes. Unfortunately, errors do happen and occasionally inventory which does not physically exist can be ordered. The most common errors can be found with clearance and sale inventory because there is typically low stock and the inventory may be from past seasons. If you would like assurance that your order is in stock, please call our customer service team.

I live in close to an Uncle Dan’s or Rock Creek store. Should I order online?

Sure! But you might miss out on checking out our fantastic stores. Most items available on our site are also available in our store locations. If you’re interested in visiting one of our stores to browse, the website can still help. It’s always up-to-date with our latest inventory information, so if you select the size and color of the item you’re interested in, you can see which stores have that item available.

You can save on shipping by placing your order for pick-up in store. If the item isn’t available at that location, it will be shipped to the store for you. You’ll receive an email when the item’s ready to be picked up.

Does pick-up in store mean faster processing time?

Not necessarily. We always strive for quick processing, and if your item’s available at the same location you’re picking it up from, your order could be ready to pick up on the same day. However, your pick-up in store order will often take the same amount of time as an order placed for delivery directly to you. That’s because your pick-up in store order may have to be shipped in from another location. If we have to wait for shipping from, say, Atlanta to Milwaukee, then it could take about the same amount of time as shipping the item directly to you.

Pick-up in store is not shown as an option when I check out.

You must first enter a shipping address in order to access the shipping method options, including pick-up in store. Please enter an address to select your shipping method and store location.

Can I get the online sale price or promotion if I shop in store?

Sure! Our stores can match our online price or promotion. Just ask at the register during check-out.

Can I have an item sent to a store location without paying for it?

Yes, please contact the store that you’d like to visit to set up a transfer. Transfers may take 2-3 business days to get the item to the location you want.

If there is only one or two of an item left in stock, the store may require you to purchase the item before sending it to the store location for pick-up. This protects your item from being purchased by someone else on the web before you get a chance to try it on.

I can’t put the item I want in my cart. What should I do?

Please send us an email at sales@udans.com with the style number, size, and color of your item. We’ll be glad to look into the item’s availability and correct any issues that are preventing your item from being ordered.

I’m worried about the availability of an item. There’s only 1 left!

Please send us an email at sales@udans.com with the style number, size, and color of the item you’re interested in. We can contact the store showing the item to confirm that it’s stock before placing your order. If you prefer to handle this step yourself, please refer to our store locations page to get the store’s phone number.

Can I place a special order?

If one of the brands Rock/Creek carries makes something you really, really, really like, but we don’t carry it online or in stores, we are able to place a special order. Please note that if the item you like is in stock with the manufacturer, sale prices or discount codes cannot be applied. Also keep in mind that special orders can take at least 2 weeks and additional shipping charges may apply.

What does “Assorted” mean as a color option?

Items sold in assorted colors may vary from the picture shown. You should assume that any images featuring multiple colors still represent a single unit unless the item’s description indicates that there are multiple units associated with the item. For instance, a listing for a single camping fork may feature an image of multiple forks in different colors. Ordering a quantity of 1 means that you will receive one fork and it may be any of the colors shown. More broadly, “Assorted” means that specific colors cannot be distinguished within our inventory because the vendor does not apply item numbers to each color. We try to honor all color requests, but we cannot make any guarantees. If you have further questions, please contact our Customer Service at 888-246-4453.

What if I changed my mind and I want to cancel my order?

Please give us a call to inquire about canceling an order. We can surely take a look to see where your order is in processing and will try to cancel it. We cannot cancel your order if it has already been shipped, so please try to make your cancellation request as soon as you know you no longer wish to receive the item.


Billing:

Was my credit card charged for this order?

Your card is only charged if all available items from your order have been shipped. Our transaction process has 2 steps.

  1. Authorization (Funds are allocated when the order is placed to be sure your account can cover the charge. This authorization will show up as “Pending” on your statement)
  2. Capture. (Funds are taken by www.udans.com only when your order has been fulfilled and given a shipping label).

* If you are paying with a debit or gift card, this two step process may differ, depending on your bank’s terms.

My order was canceled. What happens with my billing?

Since your order was never shipped, we did not collect any funds from your account (as explained above). Your pending authorization will be removed from your account after a period of about 3 business days. This process is completed by your bank or card issuer, so the speed with which the authorization is removed is at their discretion.

An item was removed from my order. Was I charged for it?

No. We only collect funds for items that have been marked as shipped in our system. If an item was removed from your order, you should see the pending authorization on your account be replaced with the billed amount, which will be the authorization amount less the amount of any missing items. If you notice any discrepancies with your billed amount after 1-2 business days, please contact us at 888-246-4453 or by email at sales@udans.com.

My PayPal account took funds from my account, but I never got a confirmation number.

Occasionally, PayPal with fail to redirect you to our site to complete your order. This results in an authorization being placed on your PayPal account, but no order being created in our system. To void your PayPal transaction, please email your PayPal transaction ID to us at sales@udans.com requesting cancellation of your PayPal order. You may then reattempt placing your order.

May I use a gift card to pay for an online order?

We are committed to having the right gift for you to give. We accept our gift cards at all of our local stores as well as our online store.

If you are experiencing issues using your card, or if you have a Rock/Creek or Erehwon gift card, please call our customer service hotline, Monday – Friday from 9am to 5pm CST, at 888-246-4453. Gift cards or e-gift cards may be purchased at any time online.

May I use a Visa Gift Card to place my order?

Yes, but the balance must be able to cover the entire order. We are not able to accept more than 1 credit card number per order, so splitting your order between 2 or more forms of payment is not possible.


Shipping:

Can I track my order?

Your tracking number is indicated on the shipping confirmation email. If you’re not sure who the carrier is, just copy and paste your tracking number into Google and they’ll do the hard work for you.

Where will my stuff be shipped from?

Most orders are filled and shipped from either an Uncle Dan’s location near Chicago, or a Rock/Creek store in Chattanooga, TN. However, please note that some items may be sent to you in separate shipments from multiple store locations. If your order is shipped separately, a shipping notification email will be sent for each package. To find out where your item(s) will ship from, please call or email our customer service department.

Can I get free shipping?

We are happy to offer free Standard Ground shipping to customers whose orders total more than $49. If your order is less than $49, standard ground shipping costs a flat $6.95.

Expedited shipping options are available when you check out. Our 2-Day shipping cost is $25.95 and Next Day shipping is $42.95. Please see details regarding expedited shipping below.

What does expedited shipping guarantee?

Your order must be placed on a weekday (Monday -- Friday) before 12pm CST to guarantee that the order will be shipped the same day that the order is placed. Our 2-Day shipping guarantees that your order will arrive in 2 business days from the ship date, and Next Day guarantees that the order will arrive on the next business day following the ship date.

In the event that your item does not arrive by the promise date, please reach out by phone or email to claim a full refund for your shipping costs.

Can you ship my order on the day that I place it?

We love it when we can ship out an order on the same day it is placed, but it’s not always the case. Orders are typically shipped out in 1-2 business days. If you haven’t received any communication on your order after 2 business days, please contact customer service at sales@udans.com or by phone at 888-246-4453.

When do you require a signature for delivery?

We require a signature for delivery for all orders with a total value of more than $500. This is to ensure that the product is not left unattended on your doorstep. You may opt out of this requirement, but opting out of signature required means that Uncle Dan’s cannot be held responsible if your item is lost or stolen. You may opt out by contacting our Customer Service team.

What if my item is lost or stolen?

We’ll try our level best to make sure that you receive your order if you place it. However, we are not responsible for items that are lost or stolen. If you believe that your order has become lost or stolen, please reach out to our Customer Service team by email at sales@udans.com or by phone at 888-246-4453 for individual assistance.


Returns & Exchanges

How can I make a return?

Please visit our returns page for full details concerning our return policy.

How can I make an exchange?

If you wish to make an exchange, please return the item that is not working out for you and place a new order for the item you would rather have instead. Your returned item will be refunded shortly after it arrives: typically in 2-3 business days. Please note that you may have to wait an additional 3 or so business days to see the funds post to your account following the refund confirmation email being sent.

Do you provide a return shipping label?

Yes, but please remember that you are responsible for the cost of return shipping for all returns, including returns for exchanges. We offer a return label through the FedEx portal on our returns page. This label is available for a flat return shipping fee of $6.95 that is withheld from your refund. If you can find less expensive shipping from another carrier, you are welcome to purchase postage and send your return in however you choose.

How should I package my return for return shipping?

Your item should arrive back to our facility in the same condition in which it was shipped to you. This means that we expect the products, tags, and product packaging (especially shoe boxes) to be in resellable condition upon receipt. If the items arrive in a damaged state due to intentional or accidental damage by a customer, a restocking fee of up to 50% of the item’s value may be applied at our discretion.

If your item arrives in a damaged state, please send photos of the damage to sales@udans.com and await further instruction.

FOR SHOES: If the box is not in sellable condition, then neither are the shoes. Please do not apply any adhesive products to shoe boxes. Do not affix a shipping label directly to the shoe box and send the shoebox through the mail unprotected. To be clear, we expect that shoes are returned inside the original shoe box, and that these items are shipped together inside a shipping box.


Price Matching:

Can I get a price match with a competitor?

If you find an identical product — same season, same color, same style, same size — on a competitor’s site, we’ll match their price! Just send a link or a screenshot of the deal to our customer service team at sales@udans.com and let them know you need a price match. They’ll take care of you.

Please visit our fair price promise page for more stipulations and details.

Can I match price with an item I bought at full price that is now on sale?

Yes. There are two cases here.

If you have worn the item and it is not eligible for a refund because the tags are no longer attached, you can get the sale price if you purchased the item within 5 business days of the item going on sale. Please contact sales@udans.com to inquire.

If the item is unworn and the tags are attached, you can get the sale price if the item is still within our return policy (15 days for items that were already on clearance and 30 days for full-priced items). You may be asked to prove that the items tags are still attached by sending a photo to us at sales@udans.com.

Is the price on your site correct? I saw an advert for less somewhere else.

All Prices presented on www.udans.com are up to date and correct. If you navigate away from our site or are directed to our site from another, outdated information may claim that we have sale prices, item availability, or coupon codes that are no longer applicable. Uncle Dan’s and Rock/Creek will not acknowledge these sale prices. There’s a whole lot of internet out there, and we can’t police every third-party site that makes claims about udans.com. We reserve the right to adhere to the pricing, promo codes, and item availability that is available solely through udans.com.


Errors & Inaccuracy:

We are very sorry if there was a mix up… Pobody’s Nerfect, you know. Rest assured that we’ll do everything possible to make sure that we make it up to you. Below are some problems that some customers have experienced and some typical solutions to these problems. We realize that there’s no one-size fits all solution to issues with web orders, so our customer service team is at the ready to help you one-on-one. For any of the problems below, please contact our customer service team by email at sales@udans.com or by phone at 888-246-4453 during business hours M-F 9am-5pm CST.

I received the wrong item or quantity with my order.

In most cases, we can send out the correct item or quantity and supply free return shipping for any items sent by mistake. If the correct item or the missing quantity is not available, we can provide a full refund for any missing items or items sent by mistake.

I paid for my return shipping, but I was still charged the return shipping fee.

We can refund any shipping charge that was withheld by mistake.

The item I received was defective, damaged, or in otherwise unacceptable condition.

We may be able to ship a replacement item and provide free return shipping for any defective or damaged items. In the event that we do not have the inventory to supply a replacement, a refund will be issued for the item instead.

I received someone else’s order.

We can contact the other customer to determine if there was a switcheroo, or if their shipping label was printed twice by mistake. In either case, we should be able to get to correct item to you. If we can’t locate the correct item, we will issue a refund for your order in full and provide a free return shipping label to send back the unwanted item.

My order was never received by the shipping carrier.

We’ll check to see if a replacement item is available and get a new one sent out right away. If we don’t have the item in stock, we may need to refund your order instead.

My order was marked delivered, but it never came.

We would advise you to wait a few days. Due to the complicated nature of logistics systems, your order delivery may never have been attempted even if the package was marked as delivered in error. If more than 48 hours goes by and you still have not received the item, please give us a call or send an email to request additional assistance. We’ll check to see if a replacement item is available and get a new one sent out right away. If we don’t have the item in stock, we may need to refund your order instead.

My issue isn’t listed, but heavens-to-Betsy did you all mess up!

Please let us know what happened with your order and how we can best help you. Our commitment to customer service that goes above and beyond to make you happy is one of the things that sets us apart from other online retailers. All we ask is for an opportunity to work with you to find the best possible solution for any issues that might occur with your order. Please contact us via email at sales@udans.com or by phone at 888-246-4453.