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If you are not happy with your purchase, you can return most items for a refund within 30 days upon receiving the order. All items returned after 30 days will not be eligible for return and will be donated. All items must be returned in original packaging and purchase condition to be eligible for a refund. This means the item should be:
- unworn
- tagged
- unwashed
- unused
- free of stains, scuffs, tears, or mysterious smells
- in the original packaging
- in the original shoebox (if it came with one)
Customers are responsible for shipping costs on returned items. We do not cover any shipping costs for returns unless the shipping error is on our end.
How to return an order
- Make sure all of the items you are returning fit the guidelines of our return policy
- Include your name and order number on or inside the box
- You do not need prior authorization to send back an item for a return and you may use the shipping carrier of your choice
- Per our Return Policy, return postage is not prepaid, nor do we provide prepaid return labels for your order unless the item was deemed a mistake by Rock Outdoors. We recommend getting a tracking number in the event your package gets lost on its way back to us!
- If your item is defective, we will issue a return label for you
Upon the receipt of your returned item(s), please allow 3-5 business days for us to process your return.
Non-Returnable Items: There are some items that are non-returnable and will be considered final sale, with NO EXCEPTIONS. These items include:
- Clearance Items (will be indicated within the product details)
- Accessories (including jewelry, hand bags, scarves, hats, beanies, hair accessories, intimates, swimwear, and leggings). This is largely due to hygienic purposes.
- Items that have been worn, washed, or used. If the item has had its tag removed, is dirty/stained (including deodorant, makeup, etc), damaged in any way (holes, rips, tears, etc), contains pet hair, or has any foreign smells (smoke, perfumes, etc) it does not qualify as returnable.
Defective Items: If you believe you have received an item that is defective, you must contact us within 3 business days of receiving the item about the defect. Email [email protected] or text us at 336-793-4690 with a description of the damage and pictures. Also be sure to include your order number in the email or text. You will receive return instructions if we deem that your item is indeed defective. Please DO NOT just send it back as we will not be responsible for items that arrive to our warehouse without proper documentation. Items that are returned without proper documentation will be donated. For more information on what is considered proper documentation, see "How to Return an Item" below.
Shoes: To return a pair of shoes, the original shoe box must not be damaged if applicable. Shoes must be unworn and in new condition. They must not have been washed, worn, contain dirt or stains, pet hair or have foreign smells. Please do not treat the shoe box as a shipping box, wrap it in brown paper or put it in another box before you return it. If you fail to follow these directions, we will not be able to accept the return and won't issue a refund. The shoe box needs to be in original sellable condition.
Bogg Bags: Please be aware that the Original Bogg Bags are large and considered an oversized package. Return shipping costs can be $20 or more depending on the senders shipping location, shipping carrier, and number of bags being returned.
Refunds & Cancellations: We accept refunds on all full-priced, returnable items. This includes the retail value of the item at the time of purchase as well as the tax component applied. If the item is returned to our warehouse within 30 days of receipt and meets the requirements of our return policy, a full refund (less shipping) will be issued. Shipping will be included in your refund if the error is on our end. Items returned after 30 days of receipt are not eligible for a refund. Please allow 3-5 business days for your item to be processed and for your refund to be issued.
We cannot ensure cancellations. Please contact us as soon as possible if you wish to cancel your order by calling or texting us at 336-793-4690. If your order has not yet shipped, we will be able to process the cancellation, however, if your items have shipped we will not be able to cancel your order. You are welcome to return your order upon its arrival as long as it fits our return policy guidelines. Return shipping is at the expense of the customer.
Something wrong with your order?
Hey, we're human too! Occasional errors can occur, if you happened to receive your order and something was missing, or there is an error with one of the products you ordered:
- We must be notified within 3 business days of the receipt of the order with proof of the error.
- Please text us at 336-793-4690 to expedite the process.
- Please note, if we are notified after 3 business days of order receipt, we will not be able to validate the error.
Return Address:
Rock Outdoors Returns Dept.
7440 NC-8
Lexington, NC 27292