At Rocky Sales Store, we stand behind the quality of our footwear. We’re committed to ensuring your complete satisfaction with every purchase. If you’re not entirely happy with your order, our straightforward returns and exchanges process is designed to get you the right gear quickly.

Our Policy

You may return or exchange most new, unworn items in their original packaging within 15 days of receiving your shipment. For your safety and ours, we cannot accept returns or exchanges on Tactical/Military boots that show signs of wear or have been used in field conditions, due to the specialized nature of this footwear and hygiene reasons.

Note: All returned items must be in new, unworn condition with original tags and packaging. The customer is responsible for return shipping costs unless the item arrived defective or incorrect.

How to Initiate a Return or Exchange

Follow these simple steps to process your return or exchange:

  1. Contact Us: Within 15 days of receipt, email our customer service team at [email protected] with your order number and reason for return/exchange. Use the template below to ensure we have all necessary information.
  2. Wait for Authorization: We will respond within 1-2 business days with a Return Merchandise Authorization (RMA) number and instructions.
  3. Ship Your Return: Securely package the item(s) with the original packaging and include the RMA number clearly on the outside of the box. Ship to:
    Rocky Sales Store Returns
    3248 Walnut Hill Drive
    Portland, US 45204
  4. Processing: Once we receive and inspect your return (typically within 5-7 business days after arrival), we will process your exchange or refund.

Return/Exchange Request Email Template

Copy and paste the template below into an email to [email protected]:

Subject: Return/Exchange Request – Order #[Your Order Number] Dear Rocky Sales Store Customer Service, I would like to request a [return/exchange] for my recent order. Order Number: [Your Order Number] Product Name: [Product Name] Size: [Size] Reason for Return/Exchange: [Please specify reason] I have reviewed the return policy and confirm the item is unworn and in its original packaging. Please provide the RMA number and further instructions. Thank you, [Your Full Name] [Your Phone Number]

Refund Timing and Method

Refunds will be issued to your original payment method within 7-10 business days after we receive and process your return. The timing of the refund appearing in your account depends on your financial institution’s processing times:

  • Credit/Debit Cards (Visa, MasterCard, JCB): 5-10 business days after processing
  • PayPal: 3-5 business days after processing

Exchanges will be shipped via your original shipping method once the return is processed. For expedited exchanges, contact our customer service team for options.

Non-Returnable Items

For safety and hygiene reasons, the following products cannot be returned or exchanged unless defective:

  • Tactical/Military boots that show signs of wear or have been used in field conditions
  • Items not in original condition, damaged, or missing tags
  • Products purchased from third-party sellers

Questions?

Our customer service team is here to help with any questions about returns or exchanges. Contact us at [email protected] and we’ll resolve your concerns promptly.

Thank you for choosing Rocky Sales Store – where we combine quality footwear with dependable service.