Although we pride ourselves regarding our customer service, sometimes problems happen that are out of our control,
So please read the following regarding why you may not have received an order and what you should do (and not do).

Rest assured will we always make it right!

DOWNLOADS

We generally will deliver your Download via a link that is emailed to you within 24 hours of receipt of your order. More often than not, we will deliver your link much sooner.
We strongly recommend that if you have not ordered a download from our website before that you read the "Buying a Download for the First Time?" link on our main page.

If you have not received an email from us within 24 hours after your download purchase, something is wrong and your should contact us immediately (Not days or weeks later)

IMPORTANT! PLEASE DO NOT OPEN A PAYPAL OR CREDIT CARD DISPUTE
AS THIS ACTION WILL BAN YOU FOR LIFE FROM MAKING FURTHER PURCHASES FROM OUR WEBSITE! (NO EXCEPTIONS)

Why we have this policy: Disputes cause large chargebacks fees that are unrecoverable.
Therefore, we have a zero tolerence policy with regards to Disputes and insist you adhere to our policies and procedures in the event of a problem.

Possible Reasons You May Not Have Recevied Your Download & What You Should Do.


1. Check your Spam, Junk Mail or Deleted Email Folders to Be sure our emails to you are not being deleted by any spam filtering.
The email address used to send your download link is either rox@rockin-roxanne.com or roxanne@rockin-roxanne.com so be sure these addresses are added to your safe list.
This Sender is usually "Roxanne" or "Rockin-Roxanne" and the Subject line will say something like "Your Download is Ready".
Please also note that if you are already not getting our emails, you may not be getting our responses to your inquiries, so please be assured we are not ignoring you and are responding.

2. Your internet Service Provider may be blocking emails from the Rockin-Roxanne.com domain which may cause you not to receive our emails.
You may want to contact your internet Service Provider to make them aware that you want to receive emails from the Rockin-Roxanne.com Domain.
For example Verizon customers can access what is referred to as a Whitelist" to allow our emails by using this link: http://my.verizon.com/micro/whitelist
And other providers provide similar services. We are aware this is sometimes a common problem with Verizon Customers.

3. If your Internet Service Provider is Blocking our emails to you, we are still likely receiving your emails, so we suggest you email us to alert us that you have not received your download
and we will move your download(s) to the following link:
www.rockin-roxanne.com/aaa/ followed by the first 2 letters of your fist name and the first two letters of your last name.
For Example, if your name is John Smith, we would move your link to www.rockin-roxanne.com/aaa/josm
Please allow us up to 24 hours to move your download(s). We would also appreciate a follow up email from you letting us know you received your downloads.

4. Check our home page for possible delays. Notices of delays are posted at the top of our home page and could include Server issues
or Notices that we will be out of town during certain dates and not processing download orders (This occurs Once or Twice a Year)

5. If you used PayPal and have multiple emails addresses, be sure you are checking the one linked to your Paypal payment as we send the link to that email address.

6. If you used PayPal Be sure your funds have cleared. Download orders are not filled until your funds have cleared.
If you paid without having funds in your PayPal account and have to transfer funds from your
Bank Account, this could cause a delay of a few days before the funds hit your account.

7. If you have ordered over a weekend, keep in mind we sometimes do not upload on weekends.
So something ordered on a Friday, Saturday or Sunday might not be filled until Monday.

8. If all else fails, please write to us at this address:

Please be sure to include your name and contact information (A telephone number if you prefer), what you ordered, how you paid and when you paid.
We WILL Contact you ASAP after receiving your letter.




IMPORTANT! PLEASE DO NOT OPEN A PAYPAL OR CREDIT CARD DISPUTE
AS THIS ACTION WILL BAN YOU FOR LIFE FROM MAKING FURTHER PURCHASES FROM OUR WEBSITE! (NO EXCEPTIONS)

Why we have this policy: Disputes cause large chargebacks fees that are unrecoverable.
Therefore, we have a zero tolerence policy with regards to Disputes and insist you adhere to our policies and procedures in the event of a problem.

DVDS

We generally ship DVDs within either the same or next business day after we receive your Payment.
Domestic orders are shipped via first class mail and should normally arrive in 2-7 business days (Orders of 20 or more DVDs are shipped via 2-3 day Priority Mail)
International Orders are shipped via air mail and should normally arrive within 1-2 weeks.
Please take note that we ship from the Los Angeles, California area and the time frames are estimates as we can't control a package once it's been placed in the mail.

If your DVD order has not arrived we do have a free replacement policy that we will reship any domestic item not received after 20 business days from the origianl date of your order
and will reship any international order not received after 30 business days from the date of your order.
We do respectfully request that you adhere to these replacement time frames and do not make unreasonable demands for earlier reshipment or refunds.

Please note that we will happily replace any DVD that arrives damaged or is the incorrect item.

If your DVD order has not arrived within 20 business days (Domestic) or with 30 business days (international) please contact us at rox@rockin-roxanne.com or write to us at:



IMPORTANT! PLEASE DO NOT OPEN A PAYPAL OR CREDIT CARD DISPUTE
AS THIS ACTION WILL BAN YOU FOR LIFE FROM MAKING FURTHER PURCHASES FROM OUR WEBSITE! (NO EXCEPTIONS)

Why we have this policy: Disputes cause large chargebacks fees that are unrecoverable.
Therefore, we have a zero tolerence policy with regards to Disputes and insist you adhere to our policies and procedures in the event of a problem.


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