Customer Frequently Asked Questions (F.A.Q.'s)

Answers to common questions about claims, refunds, store credit, returns, and ROCKDEEP’s rebuild.

We created this FAQ to make the process clearer and reduce confusion. If your question involves an unresolved order, start with the claim form so we can review your actual records.

Where should I start if I believe I am owed a refund?
Start with the Start a Claim page. That form collects your order, contact, payment, and resolution preference information.

Does submitting a claim mean I am approved for a refund?
No. Submitting a claim starts the review process. Approval depends on order records, payment history, refund history, chargebacks, store credit, fulfillment status, and available documentation.

What if I do not know my order number?
Submit the email address, name, payment method, approximate order date, and any screenshots or receipts you have.

What if I already received store credit?
Your claim may still be reviewed, but store credit must be considered before any additional resolution is approved.

What if I filed a chargeback?
Chargebacks and disputes must be reviewed carefully. If an order was already reversed, refunded, or recovered through a payment processor, another refund may not be owed.

Can I use store credit on new footwear?
At this time, new footwear production is paused. Store credit use may be limited to eligible ready-to-ship products, apparel, or other approved items.

Are samples returnable?
No. Samples should be final sale unless ROCKDEEP states otherwise in writing.

How long will claim review take?
Use a placeholder until you decide: [Insert review time period]. Some claims may take longer if records are incomplete or require manual review.

Where can I see progress?
Use the Public Progress Dashboard for general updates, and Check Claim Status for your individual claim.