A MESSAGE FROM OUR CEO

To Our Rockport Family & Friends,

By now we are all aware of the severity of COVID-19, and how quickly it has impacted daily life across the globe.

As the situation continues to unfold, we are committed to prioritizing the well being of our associates and customers. Our entire US Rockport staff has been working from home since March 13th and will continue to do so for the foreseeable future.

At this time, our fulfillment and delivery operations will also be suspended to adhere to all recommended social distancing protocols. You can still browse and purchase shoes on Rockport.com, but there will be an shipping delay until it is safe for our fulfillment team to return to work. Rest-assured, we will not charge your credit card until your order has shipped out to you. Our Customer Experience team remains available, working from home, to take your calls and emails.

And you can also stay connected to the broader Rockport community on our Instagram and Facebook pages. Despite the challenging times, we are working hard to find ways to encourage connection, and hoping to put a smile on your face in the weeks to come.

Be safe, be well, and we hope to connect with you soon.

Gregg Ribatt
CEO, The Rockport Group

DETAILS ABOUT CORONAVIRUS | FREQUENTLY ASKED QUESTIONS

1. Can I change my order?

2. When do I get my refund once I have returned an item?

3. What should I do if my credit/debit card has been refused when placing an order?

4. I have a gift card, but don't know the balance. What do I do?

5. If I have a complaint, who should I speak to?

6. How can I get defective shoes repaired?

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FAQ Answers

1. Can I change my order?
Once the order has been placed, it cannot be changed online.

2. When do I get my refund once I have returned an item?
Once we have received the item into our warehouse, we aim to process a refund onto the original payment card within two weeks.

3. What should I do if my credit/debit card has been refused when placing an order?
Check that all the details you have entered on the checkout page are correct. If it is refused after that, try another credit card.

4. I have a gift card, but don't know the balance. What do I do?
For balance inquiries, please email consumercare@rockport.com or call 1-800-Rockport (1-800-762-5767). The Rockport Group no longer sells gift cards. We still honor existing gift cards.
Existing gift cards are intended for the purchase of Rockport, Aravon, and Dunham products at Rockport.com. A gift card may not be redeemed at Rockport.ca or at Rockport partner locations. A gift card may not be redeemed for cash except where required by law. A gift card will not be replaced if lost or stolen. Gift cards are issued by and is the property of The Rockport Company, LLC.

5. If I have a complaint, who should I speak to?
If the complaint is about an online shopping experience, please call our Rockport.com consumer care representatives at 1-800-Rockport (1-800-762-5767), or email consumercare@rockport.com. If the complaint is about a product you bought from a store, please get in touch with the store you purchased from.

6. How can I get defective shoes repaired?
We offer an extensive warranty policy to ensure complete satisfaction. Defective products purchased within one year can be replaced at no cost to you. Call 1-800-Rockport (1-800-762-5767), and we will exchange the product (if available) or provide credit toward another, should the product no longer be available.

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We offer an extensive warranty policy to ensure complete satisfaction. Defective products purchased within one year can be replaced at no cost to you. Call 1-800-Rockport (1-800-762-5767), and we will exchange the product (if available) or provide credit toward another, should the product no longer be available.