Frequently Asked Questions
Am I able to cancel or change my order after it has been placed?
Once the order has been placed, it cannot be changed or canceled.
When will I receive a refund once I have returned an item?
Due to congestion in the delivery infrastructure, please allow up to 3 weeks for the receipt and processing of your return. You will receive a confirmation email when your return has been completed.
How can I check the status of my order?
For information about your order you can login to your customer account or contact Rockport Consumer Care at [email protected]
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.
How do I find my gift card balance?
For balance inquiries, please email [email protected] or call 1-800-Rockport (1-800-762-5767). 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.
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 [email protected] If the complaint is about a product you bought from a store, please get in touch with the store you purchased from.
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.
What is Klarna?
Klarna allows customers to pay for their purchases over time. Orders placed with Klarna will show up as “Klarna” on your credit or debit card statements. Learn More About How Klarna Works.