FAQs | FREQUENTLY ASKED QUESTIONS

FAQs

    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 questions about my gift card and/or merchandise credit. What do I do?
    5. If I have a complaint, who should I speak to?
    6. How can I get defective shoes repaired?
    7. Where does my order ship from?
    8. I bought your product on another website, is it authentic?

FAQ Answers

  1. Can I change my order?
    Our system is designed to fulfill orders as quickly as possible. As a result, we cannot cancel or change an order once it has been placed

  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 method of payment 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 and match what your credit/debit card company has on file. If it is refused after that, try another credit card.

  4. I have questions about my gift card and/or merchandise credit. What do I do?
    For any gift card and/or merchandise credit inquiries, please email our Customer Service team via email at cs@rockport.ca or call 1-888-673-4840. Rockport.ca does not currently sell gift cards. We still honour existing gift cards and/or merchandise credits, please contact our Customer Service Team for assistance. Existing gift cards are intended for the purchase of Rockport, Aravon, and Dunham products at Rockport.ca only. A gift card may not be redeemed at Rockport.com 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.

  5. If I have a complaint, who should I speak to?
    If the complaint is about an online shopping experience at Rockport.ca, please call our Rockport Canada Customer Service Team at 1-888-673-4840, or email cs@rockport.ca. 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 do not currently repair defective product, however we do offer an extensive warranty policy to ensure complete satisfaction. Defective products purchased within one year can be replaced at no cost to you. Call 1-888-673-4840, and we will exchange the product (if available) or provide credit toward another, should the product no longer be available.

  7. Where does my order ship from?
    Rockport Canada is proudly Canadian operated. All orders ship from our distribution centres in Etobicoke, Ontario and/or Bolton, Ontario.

  8. I bought your product on another website, is it authentic?
    If you have searched online for Rockport products, then you may already have been exposed to the many sites that are currently advertising counterfeit Rockport products using such phrases as "Rockport clearance," "Rockport sale," "Rockport outlet" and "discount Rockport." While these websites may use the Rockport brand name and have the look and feel of our main website, www.rockport.ca, they are illegal sites and any Rockport product that they offer for sale is counterfeit. In some cases, these sites have dynamically pulled content from our main site, used various redirects, or claimed discounts and promotions. To be sure that you're not buying a counterfeit product, we suggest you shop on our website or from one of our authorized retailers. If you have any further questions, please reach out to our customer service team via our Contact Us page.