FAQ'S
Orders & Shipping
How soon will my order arrive?
Orders ship from Los Angeles, CA within 1-2 business days. The closer you are, the faster it arrives: West Coast 2-5 days, Texas area 5-8 days, East Coast and other areas 7+ days. Orders placed on weekends, holidays, or during sales may take 1-2 extra days to process.
What are your shipping options and costs?
Free standard shipping on orders of $65 or more to the contiguous U.S. See our shipping page for all rates, expedited options, and holiday timing.
Where do you deliver?
All U.S. addresses, including P.O. Boxes, APO/FPO/DPO, Alaska, Hawaii, and U.S. territories. See our shipping page for details.
Where’s my order?
When your order ships, we’ll email you a tracking number. You can also find it by logging in to your account. If you haven’t received a shipping email within 2 business days, contact Customer Service.
What happens if I’m not home at delivery?
Your package may be left at your door or held at your local delivery office, and a notice will be left for you.
Can I ship to a different address than my billing address?
Yes.
Can I change my order after placing it?
Orders can’t be changed once placed.
What counts as a business day?
Monday to Friday, excluding U.S. holidays.
I haven’t received my order confirmation email.
It’s sent automatically to the email you used at checkout. If it hasn’t arrived within 24 hours, check your spam folder or log in to your account. If you still can’t find it, contact Customer Service.
Payment & Discounts
How can I pay?
Visa, Mastercard, Visa Debit, American Express, PayPal, Apple Pay, Google Pay, Shop Pay, or Affirm (buy now, pay over time).
When is payment taken?
When you place your order.
What are Affirm’s rates?
Rates from 0-36% APR. Payment options through Affirm are subject to an eligibility check and are provided by these lending partners: affirm.com/lenders. Options depend on your purchase amount, and a down payment may be required. CA residents: Loans by Affirm Loan Services, LLC are made or arranged pursuant to a California Financing Law license. For licenses and disclosures, see affirm.com/licenses. For example, a $800 purchase could be split into 12 monthly payments of $72.21 at 15% APR.
Where do I find my card security code (CVV)?
It’s the 3-digit code on the back of your card (the 4-digit code on the front for American Express).
Can I use discount codes?
Yes. We occasionally share codes through our email newsletter and social media. Enter yours in the promo code box before checkout. Only one code can be used per order.
Do you offer a student discount?
Not currently.
Products & Cart
Why is my size unavailable?
All styles come in US sizes 6-11. If your size isn’t selectable, it’s sold out. Contact Customer Service to ask if it’s coming back.
Why did items disappear from my cart, or my cart empty?
Some styles are limited, so sold-out items are removed from your cart. We also occasionally clear abandoned carts and return the items to stock.
Are your products vegan?
No. The adhesive we use contains a small percentage of animal by-products.
Returns & Exchanges
What is your return policy?
You have 30 days from delivery to return or exchange items. Start a return or exchange. See our full return policy for details.
Do you offer extended holiday returns?
Yes. Orders placed between November 15 and December 31 can be returned or exchanged until January 31.
What is Checkout+?
Optional coverage you can add at checkout for $2.98. It covers shipping on returns and exchanges for every item in your order. Without it, a flat $8.95 shipping fee is charged when you start a return or exchange.
Can I exchange an item?
Yes. Start an exchange through our returns portal.
When will I get my refund?
Refunds go to your original payment method within 1-3 business days after we receive your package. Shipping in each direction typically takes 5-10 business days, depending on your distance from California.
Can I get a refund on my original shipping?
No, original shipping charges are non-refundable.
I paid with Rewards points. How do I return an item?
Start your return as usual, then email us your order number and we’ll manually refund your points.
Can I return something I bought from another retailer?
No. We only accept returns for purchases made on rocketdog.com. Please check the seller’s return terms.
Customer Service
How can I reach you?
Email RDCS@rocketdog.com. Hours are Monday to Friday, 8am to 4pm PT (closed holidays). We reply within 1-2 business days. For urgent matters, put “Urgent” in your subject line.