At Rocky Sales Store, we are dedicated to providing our global customers with high-quality, durable footwear designed for performance and reliability. We understand that getting your gear on time and having the flexibility for returns is crucial. Our policies are crafted to be clear, fair, and customer-focused.
Shipping Information
We ship to most regions globally (excluding some parts of Asia and remote areas). Please review the following shipping options and timelines:
Order Processing Time
All orders are processed within 1-2 business days after payment confirmation. You will receive a tracking number once your order ships.
Shipping Methods & Delivery Times
- Standard Shipping:
- Carrier: DHL or FedEx
- Cost: $12.95
- Estimated Delivery: 10-15 business days after shipment.
- Free Shipping:
- Available on orders over $50.
- Carrier: EMS
- Estimated Delivery: 15-25 business days after shipment.
Delivery times are estimates and may vary based on destination, customs processing, and carrier delays. Tracking information will be provided for all shipped orders.
Returns & Exchanges Policy
We stand behind the quality of our footwear and want you to be completely satisfied. If you are not happy with your purchase, we offer a straightforward returns and exchanges process.
Eligibility
You may return or exchange most new, unworn items in their original packaging within 15 days of receiving your shipment.
Non-Returnable Items
For safety and hygiene reasons, the following items cannot be returned or exchanged unless they arrive defective or incorrect:
- Tactical/Military Boots: We cannot accept returns or exchanges on 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.
How to Initiate a Return or Exchange
Follow these steps to request a return or exchange:
- 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.
- Wait for Authorization: We will respond within 1-2 business days with a Return Merchandise Authorization (RMA) number and instructions.
- 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 - 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:
- 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.
Questions?
Our customer service team is here to help with any questions about shipping, 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.