Start a return or exchange: open the returns portal. You will need your order number and the email you used at checkout.

The basics

• You have 30 days from the day your order is delivered to request an exchange or store credit.
• We offer store credit or an exchange. We do not refund to the original payment method.
• Items must be in new condition: unworn, unwashed, tags attached, original box and packaging included.
• Once we receive your return, allow 7 to 14 business days for processing.
• Return shipping is paid by the customer unless you added Free Return Shipping + Package Protection at checkout (details below).

Item conditions

• Boots: try them on indoors on carpet until you are sure they fit. Boots with scratched or scuffed soles cannot be exchanged or credited.
• Hats: must be in as-new condition. Open crown hats are shaped to your order and are final sale.
• Stretched boots: any boot we stretch at your request is final sale.
• Final Sale items and all jewelry: not eligible for exchange or store credit.

Exchanges

Our stock changes daily, so the size or color you want may not be available when your return arrives. If that happens we will offer another item of equal value or store credit for a future purchase. If you exchange for a higher-priced item, you pay the difference.

Free Return Shipping + Package Protection

This is the optional add-on offered at checkout. It applies only to the order it was purchased on and is not refundable. It includes:

• Free return shipping. We cover the return shipping label for exchanges or store-credit returns, up to 2 times, within the 30-day window from your original delivery date. This covers the label only. It does not cover the price difference on an exchange, and it does not extend the 30-day window.
• Package protection. If your package arrives damaged in transit, contact us within 24 hours of delivery with photos of the box and the item and we will take care of it.
• Not included. Packages that are lost, stolen, or delivered to the wrong address are not covered by package protection. See "Lost or stolen packages" below.

Lost or stolen packages

Once your order leaves our warehouse it is in the carrier's hands. If your tracking shows delivered and you do not have the package, or tracking has stopped updating, email support@shoprockem.com with your order number within 24 hours of the carrier's delivery date. We will look into it with you and the carrier.

By default, Rock'em is not responsible for packages that are lost, stolen, or misdelivered after they ship, and we do not provide compensation in these cases. We recommend shipping to an address where someone can receive the package.

Damaged packages

If your order arrives damaged, contact us within 24 hours of delivery. Keep the item and all packaging and send photos of both. In most cases we need to inspect the item, or have the carrier pick it up, before a replacement can be sent.

Can I cancel my order?

Orders cannot be canceled once placed. If your order has not shipped yet, we can convert the total to store credit. If it has already shipped, wait for it to arrive and start a return for exchange or store credit.

Why was my order cancelled?

We try to fulfill every order. A few situations can lead to a cancellation:

• Action required. Our loss prevention team screens all orders. If customer service contacts you about your order, please reply as soon as you can. If we cannot reach you after several attempts, we will cancel the order.
• Insufficient inventory. If an item is unavailable after you order, we will contact you with options. If we do not hear back within 2 weeks, we will cancel the item.

Still have a question?

Email support@shoprockem.com with the name on the order and your order number, or call (832) 582-7571, Monday to Friday, 9AM to 5PM CST.