FAQs

What forms of payment does Rollins accept?

rollins-shoes.com accepts Visa, MasterCard, American Express, Discover, PayPal etc. We also accept store credit redeemed via an eGift Card or through a product exchange. We do not accept checks or cash. 

Is it safe to use my credit card on rollins-shoes.com?

Yes, shopping at rollins-shoes.com is safe. All payment processing is facilitated through Shopify Payment, a service that fully encrypts all sensitive data. No credit card information is stored on our website website. 

How do I know if my order was placed successfully?

Once you complete and submit your order, you will receive an email or sms confirmation that we are processing your order. If there is a problem with your order we will contact you. 

Can I use a multiple promotion codes on a single order?

Occasionally a customer may have multiple promotional codes and would like to use them on an order. Unfortunately you can only use one promotion code per order.

Can I cancel or change my Rollins order?

Our goal is to get your order out within 5 days, since out products are handmade we start manufacturing them from the moment we received the payment. To cancel, please call customer service immediately. If your order has already shipped, we ask that you please wait until the order arrives and follow the return procedure.

What are the shipping options and costs?

 

When will my order ship?

Our goal is to ship orders within 5 days. Once the order has been processed, crafted and shipped by our factory, you will receive an email containing the shipping tracking number and you can track it here.

What if I was shipped the wrong item(s)?

We apologize for any shipping mistakes, please email us and we will be happy to correct it promptly.

What is your return policy?

Click here to review the Rollins Return Policy.

Can I cancel an order once it's been placed?

Our goal is to get your order out within 5 days, since out products are handmade we start manufacturing them from the moment we received the payment. To cancel, please call customer service immediately. If your order has already shipped, we ask that you please wait until the order arrives and follow the return procedure.

How do I initiate a return?

Step by step instructions on how to do this can be found in our Returns page.

Do I have to pay shipping for product returns?  

If you choose to ship product back via your preferred method, please insure the package, get a tracking number and be sure to note the original order number on the box. We cannot be responsive to your request until we have received your return. Please address the package to:

  

What if I received defective product?

While the vast majority of our product arrives to your door without any issues, on the rarest of occasions a defective item can be shipped by mistake. We apologize if this happens. Please email us the Order ID number, the Billing Last Name, and either the Email Address or the Billing Zip Code. Click on the “Returns Or Exchange” button to fill out the online form. Please note, you will not have to pay to use our return shipping label if you choose to either return or exchange the defective item(s).

 

How long will it take to receive my refund?

Once we receive your return, please allow up to 3-5 business days to process your request. Please note in the months of December and January it may take longer.  When your return has been processed you will receive an email with a notification that your refund was processed. Depending on your bank, the refund may take an additional 5-7 business days to post to your account. 

Is there a warranty on Rollins products? 

Rollins extends a 1-year warranty against any manufacturer defects in materials or workmanship on all products. The warranty does not apply to normal wear and tear, improper fit or slight variations in color.

How do I take care of my Rollins product?

Click Shoe Care to find information in protecting and caring for your Rollins product.

Do you offer replacement laces?

Yes, to get replacement laces please contact us.

 

How do your shoes fit? True to size, small, large? Will they stretch?

Your shoes should fit snugly without feeling uncomfortable. Over time they will stretch to the contours of your foot and wear pattern.

I have allergies to latex. Is latex used in the production of your moccasins?

Latex is used in the glue to make our shoes. If you have allergies to latex, we advise that you do not wear our products to avoid adverse reactions.

Where are Rollins products manufactured? 

Rollins Shoes manufactures in the Dominican Republic.

How can I change my account information?

You can change your account information by clicking on “My Account” in the header.

I forgot my password. How can I find this?

Click on “My Account” in the header. Locate the “Forgot Your Password?” link underneath the “Login” button.  Enter your email address in the “Email Address” field and click “Submit”. A new password will be emailed to you immediately, but delivery time varies based on your email service provider.

 

If I have multiple coupon codes can I use them all in one order?

Our system only allows for one coupon code per order.  Unfortunately, you will not be able to stack these promotions.