Store Policies

Shipping Policies

Once an order is placed, it ships within 1-2 business days.  It is the responsibility of the customer to make sure their shipping address is correct when placing their order.  Rochester CCG is not responsible for orders shipping to an incorrect or incomplete shipping address.

Shipping to U.S. Customers:  Shipping is available through the United States Postal Service and UPS.  USPS Ground Advantage includes tracking.  Rochester CCG does not guarantee the arrival of Ground Advantage parcels.  That means if your package is lost in the mail, Rochester CCG amy provide no refund.  Priority mail and priority mail express shipping includes tracking and insurance.  If a priority mail or priority mail express has not been received 15 business days after shipping, a claim will be filed with USPS.  A refund will be issued if USPS determines the parcel was not delivered.

Parcels with a value of $250 or more may ship requiring signature confirmation.  

UPS packages are tracked and insured.  If your order (shipped via UPS) has not been received 15 days after shipping a claim will be filed with UPS.  A refund will be issued if USPS determines the parcel was not delivered.

Please be available to receive your package.  If the package is delivered at your home and is stolen, Rochester CCG will provide no refund.  This means if the shipper marks that package as delivered, that it proof of delivery.  If your package is returned to us undeliverable, Rochester CCG will have to charge a second shipping fee that will need to be paid before the item is reshipped.  Orders that return to our warehouse may be cancelled and refunded, but a 35% restocking fee will be deducted from the refund.

U.S. orders over $50 get free USPS Ground Advantage.  Tracking information is provided at no extra charge. Rochester CCG may at its discretion change your free shipping option to an equivalent or higher speed service through USPS or UPS.

Beginning May 1, 2025:  The threshold for free ground advantage shipping for U.S. Based customers will increase to $60.

Shipping to International Customers:  International shipping is available to international customers in selected countries (Australia, Canada, Chile, Japan, New Zealand, and Singapore)  through the United States Postal Service and UPS.  Priority Mail International is also available for an additional charge.  Shipments outside of the United States can be tracked within the Unites States and to many destinations.  Rochester CCG can not guarantee the arrival of international shipments and will provide no refund if your package is lost or damaged. 

Pre-Order Policy:  Occasionally, Rochester CCG takes pre-orders on items.  Pre-orders need to be paid for at the time of purchase.  If your pre-order contains items not for preorder, the order will ship once it can be completely fulfilled.

Occasionally, demand at release is much greater than supply.  As a result, some items by be allocated by our wholesalers.  In the event of allocation, pre-orders will be filled based on the order in which they were received.  As more product becomes available, Rochester CCG will continue to fill pre-orders in this manner.  Rochester CCG will make every effort and will work across multiple purchasing stream to try to ensure this happens as infrequently as possible.

Pre-orders over $250 will no longer be eligible for cancellation beginning 60 days before the scheduled release date.  All pre-orders will no longer be eligible for cancellation beginning 30 days before the scheduled release date.

Beginning May 1, 2025:  Due to uncertainty of pricing with changing tariffs, Rochester CCG may at its discretion cancel pre-orders in the event of a significant price increase from the manufacturer or distributor.

Special Pre-Order Items

Occasionally Rochester CCG will offer “special pre-order items.”  These items are not part of our regular catalog but are available for purchase.  These items will have “SPECIAL PRE-ORDER ITEM” in the item name.  Pre-orders for these items are final and can not be cancelled by customers. 

Return Policy
Due to the collectible nature of our products, all sales are final once they leave our warehouse.

Rochester CCG will pay the return shipping costs if the return is a result of our error (you received an incorrect item).  In addition, you will not pay a restocking fee.

Please contact Rochester CCG prior to returning any items.  Our phone number is 585-454-9087.  We are open Monday-Friday from 9:00 AM-5:00 PM Eastern time.  Please leave a message if there is no answer.

Our address for returns is:

Rochester CCG

P.O. Box 64519

Rochester, NY 14624

Cancellations

You may cancel your order at no cost (including shipping) and receive a full refund if the cancellation is received before the order ships (except for pre-orders.  Please see our pre-order and special-preorder policies).  Please see our refund policy for details on refunds.  If the order has left our warehouse, the sale is final. 

Refunds
Refunds are requested after we receive and process your return or receive a valid cancellation request. You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly.  This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (see below for specific guidelines). We'll notify you via e-mail of your refund once we've received and processed the returned item.

Our Privacy Policy
Rochester CCG is committed to protecting your privacy. We only use the information we collect about you to process orders and to provide support and upgrades for our products. Please read on for more details about our privacy policy.

What information do we collect? How do we use it?
When you order, we need to know your name, e-mail address, mailing address, credit card number, and expiration date. This allows us to process and fulfill your order and to notify you of your order status.

How does Rochester CCG protect customer information?
We use a Secure Server for collecting personal and credit card information. The secure server layer (SSL) encrypts (scrambles) all of the information you enter before it is transmitted over the Internet and sent to us. Furthermore, all of the customer data we collect is protected against unauthorized access.

What about "cookies"?
"Cookies" are small pieces of information that are stored by your browser on your computer's hard drive. We do not use cookies to collect or store any information about visitors or customers.

Will Rochester CCG disclose the information it collects to outside parties?
Rochester CCG does not sell, trade, or rent your personal information to companies not affiliated with Rochester CCG. Rochester CCG may provide aggregate statistics about our customers, sales, traffic patterns, and related site information to reputable third-party vendors, but these statistics will not include personally identifying information.

Rochester CCG may release account information when we believe, in good faith, that such release is reasonably necessary to (i) comply with law, (ii) enforce or apply the terms of any of our user agreements or (iii) protect the rights, property or safety of Rochester CCG, our users, or others.

In Summary
Rochester CCG is committed to protecting your privacy. We use the information we collect on the site to make shopping at rochesterccg.com as simple as possible and to enhance your overall shopping experience. We do not sell, trade, or rent your personal information to others.

Your Consent
By using our Web site, you consent to the collection and use of this information by Rochester CCG. If we decide to change our privacy policy, we will post those changes on this page so that you are always aware of what information we collect, how we use it, and under what circumstances we disclose it.