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CUSTOMER SERVICE: (FAQ) FREQUENTLY ASKED QUESTIONS

1. Q: Is it safe to use my credit card on your site?
A: Shopping on our website at store.rocketdog.com is safe for our customers. (Our site is protected by SSL encryption technology.)

2. Q: Can I use my debit card to make a purchase on your site?
A: Yes, but only if it has a Visa or Mastercard logo, and it would be processed as a credit card transaction. Please note: If you choose to pay by debit card, the amount you charge will be put on "hold" by your bank, meaning it will not be available to you once you place your order. Once your transaction is processed, the amount of the transaction will be withdrawn from your account and the original "hold" will be voided.

3. Q: What is the status of my order?
A: Your order status will be available after your order has been placed, by simply clicking on the "My Account" link at the top left corner of every page of our site. From there, after entering your email address and password, you will be able to view information about your current order, and all previous orders as well.

4. Q: I want to return my purchase! What do I do?
A: If you are not satisfied with your purchase, you can return the unworn merchandise for a refund within 30 days of purchase. (Returns must be unworn and in the state you received them and in the original box.) There is a $6.95 restocking fee per pair that will be deducted from refund amount. Please refer to our return link located at the bottom of each page.

Once your return is received and inspected by our warehouse staff, we will process your refund and automatically apply a credit, minus the restocking fee, to your credit card or original method of payment within 7 days. Please note that depending on your credit card company, it may take additional 2-10 business days after your credit is applied for it to post to your account.

5. Q: I want to exchange my purchase! What do I do?
A: If you need to exchange your unworn merchandise for another size, color, style, etc. Please refer to our return link located at the bottom of each page.

6. Q: How long will it be before I receive my order?
A: For standard shipping, you should receive your order within 4-7 business days. Please allow additional time for shipments to Alaska, Hawaii, and Puerto Rico.

7. Q: Can I expedite my shipping?
A: The following shipping options are available when you check out. Expedited orders placed before 9 AM Pacific on a business day should be shipped out the same day. All other orders will be shipped out the next business day.
Standard Shipping (delivery within 4-7 business days): $6.95 for the first item and $3.95 for each additional item
Next Day Shipping and Handling: $47.95 per item and $5.95 for each additional item
2-Business Day shipping and Handling: $21.95 per item and $5.95 for each additional item

Sorry, expedited shipping is not available for shipments to Hawaii, Alaska, and Puerto Rico.

8. Q: What forms of payment do you accept?
A: We currently accept Visa, MasterCard, Discover, American Express and Pay Pal. We can only accept Visa & American Express Gift Cards if they have been previously registered with the issuer.

9. Q: How do I order items with Cashier's Checks or Money Orders?
A: At this time we do not accept Cashier's Checks or Money Orders.

10. Q: Do you ship to addresses outside the United States?
A: We only ship to the 50 United States.

11. Q: Do you ship to PO boxes or Military APO/FPO addresses?
A: No, we not do ship to PO boxes or Military APO/FPO addresses.

12. Q: What do you charge for standard shipping an order?
A: All orders shipped to a destination within the United States are charged at $6.95 per pair for regular UPS ground shipping. Shipping charges vary for orders shipped to Alaska, Hawaii, and Puerto Rico.

13. Q: What are the shipping charges for returning an order?
A: There are no return shipping charges.

14. Q: Are there any shipping restrictions that I should know about?
A: We currently only ship to the 48 contiguous United States, Alaska, Hawaii, and Puerto Rico. Extra shipping fees are applied for shipping to Alaska, Hawaii, and Puerto Rico.

15. Q: When placing an order I get an error message stating that there has been an authorization failure. What went wrong?
A: Please double check the credit card number and expiration date on your card. Make sure that the Billing information you entered matches what the bank would have on file for the card you are trying to use. Also, please be aware that we currently accept Visa, MasterCard, Discover, and American Express for credit card payment. 16. Q: I want to know if you carry a specific style, color and size?
A: Enter your search criteria on the blank field in the upper right hand corner of each page, click the word “search”, and you will be shown a list of all items on our site that meet this criteria.

17. Q: Do you do back orders?
A: We do not do back orders. If an item is out of stock we will notify you as soon as possible and ask if you would like a replacement item. Out of stock orders will be cancelled unless a replacement item is requested.

18. Q: Do you have a catalog?
A: Currently, we only have pictures of what is available for purchase on our website. We do not have a physical catalog.

19. Q: Do you offer gift certificates?
A: Yes, we do offer gift certificates.

20. Q: Do you charge sales tax on any item?
A: Sales tax will be added to orders being sent to states that require a sales tax. You will be shown the order total on the summary page, and can see from there if you were charged sales tax.

21. Do you match your own prices if an item goes on sale after my purchase?
A: Yes, if you purchase at RocketDog.com and then see the price of your item reduced ON OUR SITE. Within 10 days of purchase we will gladly issue a price adjustment. Please call customer service at 866-938-4806 for assistance with receiving your adjustment.

22. Q: What is PayPal? Do you accept it?
A: PayPal is a payment method for online purchases enabling buyers and businesses to send and receive money online. We do accept PayPal payments.