SHIPPING & RETURNS | RETURN POLICY
Prepaid UPS Return Label
If you need a prepaid UPS return label, please reach out to our customer service team at firstname.lastname@example.org or 1-800-828-0545 and we’ll be happy to send you a tracking label to the email address on your account.
At Rockport, we want you to be happy with your purchase from us. If you are unhappy with the goods in any way please contact our Consumer Care Team at email@example.com or call 1-800-828-0545 as soon as possible. Please note that calls to 1-800-828-0545 that are not made from a US landline may be subject to a charge. Purchase price will be honored for all refunds with a receipt on unworn product within 60 days of the delivery date.
This right of return is without prejudice to your statutory right of cancellation, details of which are in the Order Cancellation section of our website. You may return goods and receive a refund provided:
(1) They are received back at our Returns Department within 60 days. These 60 days commence the day after your order is delivered as established by UPS order tracking.
(2) They have not been damaged, washed, altered, or excessively worn and must include the original packaging, labeling, and Returns Form.
For your convenience, you may use our pre-paid UPS return shipping label to make returns from the continental United States, Alaska, and Hawaii only. Place this label on the outside of the box and drop if off at a UPS store, dropbox, or driver. A charge of $3.95 will be deducted from your refund amount. In case of delivery errors or defective products, this charge will not apply. Please record the tracking number from the label for your records.
Should you misplace your pre-paid UPS return label, please send returns to the address below:
Rockport Returns Department 5385 East Provident Drive Cincinnati, OH 45246
We'll do everything we can to process your return quickly. It may take up to two billing cycles for the credit to appear on your billing statement. Returns with complete documentation receive priority. Please note that Rockport is not responsible for returns lost in transit to us. We only except returns from Rockport.com. If purchased on CobbHillshoes.com or NewBalance.com please refer to the New Balance Customer Care.
We do accept exchanges for any Rockport.com orders. Please follow the instructions on the back of your order invoice, where you can provide detail for the item(s) you wish to return and the new item(s) you wish to order in exchange. There is no return charge for an exchange.
If you are exchanging for an item(s) of greater value, you will be required to provide credit card details on the order invoice. If you are exchanging for an item(s) of lesser value, please allow 2-3 weeks for the subsequent credit to process.
Please note that at present there is no in-store component to our exchange process. Only items purchased online on rockport.com are eligible for an exchange.
If you have any questions, please do not hesitate to call our Rockport Consumer care at 1-800-828-0545 or email at firstname.lastname@example.org
You may also return product bought on rockport.com to one of our authorized US Rockport Concept stores. Here you must produce your order confirmation email as proof of purchase. Rockport Concept stores can be found using our store locator or by referencing our Concept Store list here. Please note that Rockport outlet stores, and all other trade account stores will not accept online returns.
For purchases made in-store, purchase price will be honored for all merchandise, exchanges or refunds with a receipt for 60 days. After 60 days, a merchandise credit will be issued. For returns without a receipt, a merchandise credit for the lowest selling price within 60 days will be honored for unworn merchandise. Worn merchandise without a receipt cannot be returned.
If the Gift Card was the only method of payment used on your original order, we will issue a new Gift Card with the amount refunded. If your original order involved use of a credit/debit card to cover part of the order value, we will apply the refund to this credit/debit card account. Please contact The Rockport Group Consumer Care team at 1-800-828-0545 or email@example.com with any questions.
All sales are final for customized products and you may not return customized goods. Please also note that you do not have a statutory cancellation right for customized products. If you purchased a customized product online and it is damaged during shipping, please contact our Consumer Care Team at 1-800-828-0545 within 10 days of receiving your purchase.
If you purchased a customized product at a retail location or received a damaged or defective item, please contact the specific store where the purchase was made. For a list of US stores, please refer to the Store Locator section of our website or call us at 1-800-828-0545. Please note that calls to 1-800-828-0545 that are not made from a US landline may be subject to a charge.