Frequently Asked Questions and Answers

Below we present dozens of the most frequently asked questions along with answers. If these questions and answers do not resolve all doubts, please contact us via e-mail at sklep@rockworld.pl or by phone at 883 4747 729 on business days from 11:00 to 18:00, on Saturdays from 8:00 to 13:00.

Questions regarding product availability and payment methods for orders:

1. What does the "Buy" button mean, and what does "Order" mean?

Answer: Products with the "buy" button are in stock, products with the "order" button are products ordered "on demand", meaning we order such goods for a specific customer's order. 

2. What does the availability status "Available", "In stock", and "On order" mean?

Answer:
Available - products with the status "available" are in our warehouse. We even provide the quantity of a given product in our warehouse - you can purchase these products using any form of payment (cash on delivery, bank transfer, installments).
In stock - products with the status "in stock" - you can buy any quantity of them, but the shipping time depends on whether they are in our warehouse or an external warehouse and on the number of ordered products. For example, if 2 products are available, and you order 3 pieces, the order may have an extended delivery time, or be split into 2 packages, the first of which is sent immediately after placing the order, and the second after sourcing the missing item from an external warehouse. You can purchase products with this status using any form of payment (cash on delivery, bank transfer, installments).
On order - products with the status "on order" are ordered specifically for a customer's order - you can purchase these products only with a pre-paid form of payment by paying a 100% deposit (you can also buy such products on an installment plan).

3. What is the waiting time for products with the status "Available"?

Answer: The vast majority of products with the "available" status are shipped the same day or within 24 hours from the time of order. However, there are periods when orders accumulate; then the store automatically informs that the shipment of goods may be extended, e.g., to 48 hours from the time of order.

4. What is the waiting time for products with the status "In stock"?

Answer: The vast majority of products with the "in stock" status are shipped within about 2-5 business days from the time of order. However, there are products for which the waiting time is slightly longer, although it should not exceed 14 days.

5. What is the waiting time for products with the status "On order"?

Answer: The vast majority of products on order are shipped from 2 to 14 days from the time of order. However, there are products for which the waiting time is longer. If this is the case, it is described next to the warehouse status of the product or in the content description.

6. Why is there a gray "out of stock" button next to the product?

Answer: It seems that we have sold out of a product that we usually have in stock and the system has changed its warehouse status to "out of stock".

7. Why can't I add a product to the cart?

Answer: It seems that you want to buy a product that we currently do not have in stock. You can sign up for product tracking (provide your e-mail), and when we receive a delivery of that product, you will be automatically notified.

8. Why isn't every product available according to the description in the selection list?

Answer: It seems that you want to buy a version of a product that we currently do not have in stock. You can sign up for product tracking (provide your e-mail), and when we receive a delivery of that version of the product, you will be automatically notified.

9. Can I be sure that the product I ordered is available in stock?

Answer: In 99% of cases, a product with the status "available" is in stock. We reserve 1% for warehouse errors and situations when a product is damaged, making it impossible for us to send a full-value item. If such a situation occurs, we contact the customer to determine the further course of action.

10. Do I have to register/create an account to shop?

Answer: No. It is not necessary to register to place an order in our store. However, creating an account gives you tangible benefits - every user who makes purchases participates in the loyalty program Carp-Coins (collects points that can be exchanged for rewards - see promotion regulations), and thanks to the purchase history, builds their customer status, which allows obtaining discounts on purchases, the possibility of free delivery, or even price negotiations! Logged-in customers also do not have to enter address data for subsequent orders, can track the status of their order in real-time, and have access to the history of previously completed orders.

11. Is there a minimum order amount?

Answer: There is no required minimum order amount.

12. Can I pay for purchases in the online store with a credit card?

Answer: Yes. Currently, payments with Visa and Maestro cards are processed through the PayU system.

13. Can I pay for purchases by bank transfer or to the courier upon delivery so that I don't have to have cash ready for the courier?

Answer: Yes. Both forms of payment are possible. The form of payment for purchases is chosen in the 2nd step of the cart.

14. Can I buy on installments?

Answer: Yes. Installment sales are available for orders from 150 PLN and are handled by the Santander Installments system. The executing bank is Santander Consumer. The procedure can be completed entirely online, from filling out the installment application to the credit decision in about 15 minutes!!! The installment system is described in detail in the section How to buy on installments?

15. I'm not sure if the bank transfer or PayU payment went through properly. What should I do?

Answer: Please wait a moment and check if the transaction has been recorded on your account in the case of a bank transfer. If not, please contact the store support via e-mail at sklep@rockworld.pl or by phone at: 883 474 729, and describe the situation. We will jointly determine the further course of action to the satisfaction of both parties.

16. I'm not sure what is happening with my order. What should I do?

Answer: All orders go through 4 statuses: "new order", "order confirmed", "order in progress", and "order completed". The customer is informed about each change of status and the current progress in processing the order by automatically sent e-mail notifications. If this does not exhaust the question, please contact store support via e-mail at sklep@rockworld.pl or by phone at: 883 474 729 during store hours. We will check and explain what is happening with the order.

17. Can I get an Invoice for the ordered goods?

Answer: Yes. Please select this option in the 2nd step of placing the order (by default, we issue a "receipt"). 

Questions regarding the delivery of ordered goods: 

18. What is the cost of shipping the ordered goods?

Answer: The cost of shipping depends on the weight of the purchased goods, the method of payment, and the selected carrier. The store will determine the appropriate costs in the cart. Shipping costs can also be checked on the page Shipping cost. 

19. From what amount are the shipments free?

Answer: Currently, all orders over 300 PLN are shipped at our expense. However, this applies only to domestic transactions and national shipments.

20. How soon / when will my order be shipped?

Answer: Most cash on delivery orders placed by 10:00 am are shipped that same business day. If you chose a bank transfer as the payment method, the shipment will be processed after the payment has been credited to the store's account. The bank transfer booking session in our bank takes place at 12:30 pm every business day. To expedite the processing of bank transfer orders, you can send a transfer confirmation to the e-mail address sklep@rockworld.pl.

21. At what time are the packages picked up by the courier?

Answer: Currently, parcels are picked up around 15:00 on business days. 

22. Will I receive a tracking number?

Answer: All orders go through 4 statuses: "new order", "order confirmed", "order in progress", and "order completed". The buyer will be informed about each status change of the order by an e-mail sent to the e-mail address provided in the order. The message informing about the shipment will include a tracking number, which can be used to track the package. ATTENTION!!! The carriers POCZTEX and POCZTA POLSKA additionally notify about planned delivery by SMS on the day of delivery. 

23. Can I set a delivery time for the goods?

Answer: We can pass on the suggested delivery time to the courier, but unfortunately, we cannot force the courier to comply with our requests. It is best to contact the courier directly after receiving the tracking number and arrange a delivery time.

24. Can I personally pick up the goods ordered online at the physical store?

Answer: Yes, it is possible. Please choose this option, but also mention in the comments the planned pick-up date so we can prepare the goods. 

25. How should I report a complaint about the goods or the way the order is processed?

Answer: To have the complaint addressed as quickly as possible, please report it by e-mail to: reklamacje@rockworld.pl along with a description of the complaint, order number, and contact details so that we can promptly and accurately address the reported issue.

Questions related to the security of purchases: 

26. How do I know that I will receive the ordered goods and not the proverbial "brick"?

Answer: We are a legally operating company since 2004, and we have been running an online store since 2006. We are one of the longest-operating fishing shops on the internet. We have fulfilled thousands of orders for thousands of customers, and I hope that such an argument is sufficient. If such assurance is not enough, failure to fulfill a paid order can always be reported to the police.

27. Are my credit card details safe?

Answer: Yes. The store does not store credit card information. It is processed only by the payment broker PayU, and data is transmitted over an encrypted "https" connection.

28. Are my personal details safe?

Answer: Yes. The store has implemented a security policy, and the collection of personal data is registered with GIODO.