Refund policy
When Rocketship refunds a charge, what can and cannot be cancelled, and how to ask. Please read it before you pay.
Last updated September 23, 2026
When a refund may be considered
While our goal is to deliver every item safely and promptly, a refund may be considered when:
- your package cannot be located after a full investigation of 5 business days
- your package is confirmed lost in transit
- your package was damaged due to Rocketship’s handling
- items are confirmed missing from your shipment
- other exceptional circumstances resulting from an operational error, at management’s discretion
Every refund request is investigated before a decision is made, and eligibility is confirmed
based on the findings. If your package is not eligible, we’ll explain the reason in your
support ticket.
What is not refunded
-
Abandoned or unclaimed packages. Packages must be collected within 30 days of arrival
at your pickup location; see our FAQs for storage fees and
disposal.
-
Missed merchant deadlines. Rocketship is not responsible for missed refund or return
windows with your merchant.
-
Replacement goods. Rocketship does not facilitate repurchase of lost or damaged items.
Refunds are paid to your bank account (or as points, where applicable), not as replacement goods.
Cancellations
Payments made online cover charges for a service we have already provided or have scheduled for
you, so please check your order before you pay.
-
Package charges. Paying the charges on your packages online (for example, before
collecting them at a branch) cannot be cancelled once the payment is complete. The charges are
for shipping and customs clearance that have already taken place.
-
Home and workplace deliveries. A paid delivery cannot be cancelled for a refund. You can
reschedule it at no charge up to 9AM on the delivery day; see our
Delivery Policy.
-
If we cannot deliver. If Rocketship cancels a delivery, or cannot complete it because of
our own error, we will reschedule it at no charge or refund the delivery fee.
None of this affects the cases above where a refund may be considered, such as a package that is
lost, damaged or incomplete.
How to request a refund
-
Submit a ticket. Open a request through our
Support Portal
or on your dashboard with your case details.
- Investigation. Our team reviews your case and confirms eligibility.
- Documentation. We’ll request your invoice and banking details.
- Approval and processing. Once approved and all documents are verified, your refund is submitted for payment.
What we need from you
Once your case is confirmed eligible for a refund, we’ll need:
- the original invoice uploaded to your dashboard
- your banking information: bank name, account name, account number, account type and branch
If banking information is not available, we also offer an alternative payment option via
Rocketship points. Refund processing will not begin until all required documentation has
been received.
Timing and currency
Approved refunds are processed in Jamaican dollars (JMD) within 9–11 business days of
approval and receipt of complete documentation. We’ll keep you informed at each stage
— approval, decline, or if anything further is needed.