Your Order

Help Desk

The status of your order is available in Your Order History almost immediately after you place an order and is automatically updated each time your order moves a step further in the process. (Please note: Immediately after you place an order, order information may not appear on www.rockport.comin your order history for up to 1 hour.) The following list of status messages and their meanings will help you understand what's going on with your order.

Some orders may contain items that ship separately by different carriers and /or shipping methods; the individual item status for orders that are shipped via multiple methods is also available in Your Order History.

The status of your order is supplied by www.rockport.com, and represents what is happening with your order between the time you place it and the time it ships from our warehouse. Once your order leaves our warehouse, it is handled by a carrier (such as FedEx, USPS or UPS) that may provide tracking information until your order is delivered*. The tracking information is accessible from Your Order History on our website when it becomes available.

Standard Status Messages
Submitted and processing	Your order has been submitted and the information you entered during checkout is being processed.
Item(s) located in stock	The items that you selected and submitted with your order during checkout are available and have been located in our warehouse.
Shipped on: 00/00/0000	The items have shipped from our warehouse and are on their way to the shipping destination indicated by you during checkout.
Back-ordered	One or more items in your order are currently unavailable for shipment. You will be notified via e-mail when the item(s) become available and ship from our warehouse.
Return received on: 00/00/0000 Return is processing.	If you returned an item to our warehouse, this status lets you know that we have received the item.
Credit issued on: 00/00/0000	After your returned item is processed and your original order information is located, your credit is issued. You can expect to receive credit for a returned item within 30 days of when we receive it at the warehouse.
Awaiting receipt of payment	Specific types of purchases may be paid for by personal check; these orders remain on hold until payment is received and verified.
Additional Status Messages
Temporarily Suspended: Please call 1-866-290-6431	If you receive this status message it does not mean your order has been cancelled. Potentially due to missing or invalid order or payment information, your order is suspended awaiting verification from you. If you receive this status message, please call the phone number you see immediately for assistance.
Special Order: Awaiting inventory	Items may be backordered for a variety of reasons, including late arriving inventory, manufacturer restrictions on the item's release date, and customization in progress. You will be notified via e-mail when the item(s) become available and ship from our warehouse.
Item(s) on hold until release date: 00/00/0000	Specific items are available for early purchase on our website prior to release from the manufacturer. Within 24 hours of your item's release date, you will be notified via e-mail that it has shipped from our warehouse.
Cancelled on 00/00/0000 due to missing or invalid order information	If an error occurs during the order authorization process it first goes into suspension while we attempt to reach you for verification, and then it is cancelled. Once an order is cancelled it cannot be processed and must be placed again on our website in order to proceed.
Cancelled on 00/00/0000 due to missing or invalid payment information	Due to missing or invalid payment information, your order was cancelled. Once an order is cancelled it cannot be processed and must be placed again on our website in order to proceed.

*Tracking information may not be available for up to 48 hours after an item is shipped from our warehouse.

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