Thank you for visiting Rockport. If you need assistance with shopping on our site, please call us at 866-290-6431 and a customer care representative will be happy to assist you. Please inform the Customer Service Representative that you require assistance.

Customer Service

Rockport is committed to providing our customers with the best
service possible.

For international customer service inquiries, click here.

If you wish to comment on our products, we look forward to hearing from you. Tell us what you love about them and what might be improved. Share some experiences you’ve had in your Rockport shoes. Simply email us at: rockport@qualitycustomercare.com

Rockport.Com Online Store

For questions regarding the rockport.com Online Store and Product Returns, please visit: Rockport.com Online Store Helpdesk or call toll-free: 866-290-6431



FAQ





Q1.
How do I check the status of an order that I place online?
A1.

To check the status of orders placed online, please click here.

Q2.
What sizes and widths do you offer?
A2.

Rockport offers a wide range of sizes and widths. To find what shoes we offer in your size choose your gender from the toolbar at the top of the page and then select See all available sizes.

Q3.
How do I select the correct Rockport style that will fit me?
A3.

Fitting Tips

  1. Shop at the end of day as your foot may swell throughout the day
  2. Wear appropriate socks to match the shoes you are going to buy.
  3. Measure both feet at the store. Feet change size over time and after different life experiences (pregnancy, gain or loss of weight, injury etc.). Most people have two different sized feet. Use the larger foot to judge the fit of the pair.
  4. Sizing differs between brands and styles. Last shape has a lot to do with this but so do manufacturing conditions and the flexibility and suppleness of the leather.
  5. Best things to look for when trying shoes on:
    1. The end of your longest toe should be one thumb width shorter than the end of the shoe.
    2. The heel should be snug but not biting.
    3. The arch support of the footbed should match the position of your arch.
    4. There should be toe wiggle room – up and down.
    5. There shouldn’t be any pressure or chafing points along the top or bottom of the shoe.
    6. The shoe should be immediately comfortable.
  6. Wear the shoes long enough to know if they really feel good in lots of positions. Walk around in them, sit and squat down in them in the store.
Q4.
How do I convert Men's sizes to Women's sizes?
A4.

Rockport offers the below conversion chart to help you find the women's size equivalent for items offered only in men's sizes. Keep in mind that due to the differences between men's and women's feet, this chart should only serve as a guide.

Mens = Womens
4 = 5 to 5.5
5 = 6 to 6.5
6 = 7 to 7.5
7 = 8 to 8.5
7.5 = 9
8 = 9.5
8.5 = 10
9 = 10.5
9.5 = 11

Q5.
What can I do if I have different sized feet?
A5.

If you have different sized feet we recommend that you contact the National Odd Shoe Exchange, an organization that specializes in selling shoes for odd-sized feet. Located in Arizona, they can be reached at 480-892-3484 or via their website oddshoe.org.

Q6.
How do I care for my Rockport shoes?
A6.

If shoes are cared for regularly, and as recommended, they will last longer, look better, keep their shape and maintain water resistance. We recommend the following guidelines to care for your shoes:

General Guidelines
Do not wash shoes in the washing machine unless they are specifically noted as being machine washable. To clean your shoes, please follow the instructions for your shoe's material (see below for specific material instructions).

Allow footwear to air dry. Wet shoes should never be dried in front of an open fire or put on a radiator.

Never polish shoes when they are wet.

The use of shoe trees are recommended to maintain the shape of the shoes when not being worn. To prevent the backs of the shoes from creasing and cracking, we suggest using a horn to ease the foot into the shoe.

Give your shoes a rest! Keep two pairs of Rockport’s to wear on alternating days. This will allow perspiration and any moisture to dry thoroughly.

Caring for your leather shoes
Gently wipe excess dirt with a soft, dry cloth and then wipe the shoes with a damp cloth. Let the leather dry naturally before applying polish or mink oil.

To protect your leather shoes, we suggest using a silicone spray for water and stain protection (please note that silicone spray may darken the leather).

Caring for your suede and nubuck shoes
We suggest using a firm, nubuck rubber eraser to remove soil. Brush leather with a suede brush and, if desired, apply a silicone spray (please note that silicone spray may darken leather).

Caring for fabric uppers
Use a damp scrub brush with minimal water and brush gently over fabric. If shoes also contain leather, avoid using the scrub brush on the leather.

Cleaning outsoles
Gently wipe off excess dirt with a soft, dry cloth. A damp cloth may be used afterwards to clean the outsoles.

Caring for removable inserts
Remove the insoles from your shoes. Brush lightly with a scrub brush using minimal soap and water. Allow insoles to air dry - do not machine wash or dry.

Caring for Gore-Tex
We suggest cleaning the Gore-Tex lining every six months. To clean the Gore-Tex lining, gently rub with a damp cloth using a minimal amount of mild soap to clean the interior of the shoe. Allow shoes to air dry.

Q7.
What are the benefits of the Rockport shoe care line?
A7.

All shoe care formulations are based upon easy to use gel and cream compositions.

Products are efficient, portable, lightweight, unbreakable, mess-free and leak-resistant.

Bottles are ergonomically shaped to fit in your hand.

Translucent bottles help aid in color matching.

All products contain Bitrex, a bitter flavoring that helps to prevent accidental ingestion.

All Rockport shoe care products are CFC-Free.

Q8.
What are your Customer Service department hours?
A8.

Our Customer Service department is open Monday-Thursday, 10:00 a.m. to 4:00 p.m. EST. They can be reached at 1-800-ROCKPORT (for US customers only).

Q9.
What is the warranty period on your products?
A9.

First, check to see what the warranty policy entails at the original place of purchase. If there is a problem with your shoes and you cannot return them to the original place of purchase, please contact Rockport Customer Service at 1-800-ROCKPORT.

Q10.
How do I return shoes that are damaged or causing discomfort?
A10.

We are sorry to hear that you are experiencing difficulties with your Rockport shoes. For your convenience, we recommend that you return your shoes to the original place of purchase.

If you cannot return them to the original place of purchase, we ask that you call Rockport Customer Service at 1-800-ROCKPORT. During this call, you will be given a return address and return authorization number. Please be sure to include this return authorization number when shipping back the shoes.

Once your shoes are received, a replacement pair will be sent to you. In the event that we do not have your shoe in stock, we will ship you a comparable replacement. The replacement shoe will be shipped UPS Ground and please allow up to four weeks to process and ship this replacement pair. Also note that any shoes showing excessive wear will be returned.

Please have the style number, including size and width, available when you call so that we may assist you with your return in a timely manner. The style number can usually be found under the tongue of the shoe.

Q11.
Does Rockport repair or resole shoes?
A11.

If your shoes are older and need refurbishment we recommend Resole Reuse. For more information about Resole Reuse, please visit their website resolecenter.com or call Resole Reuse Customer Service at 800-876-7463.

Q12.
Can I order replacement laces through Rockport?
A12.

We recommend that you contact Resole Reuse for replacement laces. While all styles of laces may not be available, Resole Reuse will suggest comparable laces. For more information about Resole Reuse, please visit their website resolecenter.com or call Resole Reuse Customer Service at 800-876-7463.

Q13.
What are my payment options when I buy your products online?
A13.

For additional information on available payment options, click here.

Q14.
Can you ship to my country?
A14.

Unfortunately, at this time we cannot provide online shipping to customers residing outside of the United States.

Q15.
Who is the CEO of Rockport?
A15.

Adidas AG appointed Michael Rupp as President and CEO of its subsidiary The Rockport Company, LLC, on January 1, 2008.

Q16.
Who do I contact for Sponsorship or Donation information?
A16.

We ask that you submit a detailed, written, request to the following address:

The Rockport Company, LLC
1895 J.W. Foster Blvd
Canton, MA 02021
Attn: Sponsorship/Donations

If our sponsorship department selects your request, a representative will contact you.

Q17.
How do I get help with my research project?
A17.

Due to the high volume of requests that Rockport receives from students for projects, we are unable to respond individually to each request.

For more information, you can reference local business or college libraries for publications such as the Wall Street Journal, New York Times, Business Week, Boston Globe, Boston Herald, Footwear News, Sport Style as well as other industry publications. If you would like a copy of our annual report, please make sure that you provide us with your mailing address.

Financial information may also be found in publications such as Dun and Bradstreet, Moody’s Financial Index, Standard and Poor's, as well as other financial publications.






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