Customer Service (Care) Landing Page
Our Customer Care Team is away until December 27th for the holiday.
How can we help?
Durango® Boots is a federal registered trademark of Rocky Brands, Inc.
All Durango® Boots Products have a 1-year, limited warranty in normal use against any manufacturing flaw(s), defective materials and workmanship.
This warranty also covers Gore-Tex® bootie liners against leakage for 1 year. All boots with Durango waterproof constructions are guaranteed waterproof for 6 months from date of purchase.
The Durango® Boots warranty does not cover damage due to holes worn in toes, burn marks, punctures, cuts, and abrasions from outside causes or misuse and/or abuse by the wearer.
The warranty may be void if the user applies any materials not recommended, such as polishes, oils, or other chemicals that result in damage to the materials of the footwear.
All products must be returned and inspected before full credit is issued or a replacement of the same or equal value is given. Durango® Boots does not pro rate or offer partial credit. We will replace all Durango® Boots products at our discretion.
We expect our Retailers to handle and accept returns in accordance with the Durango® Boots warranty and return policy. If footwear was purchased directly from Rocky Brands please contact 1-866-442-4908 to obtain your return authorization number.
If your boots were not purchased from either Rocky Brands or one of our Authorized Dealers this voids the warranty.
If you are not completely satisfied with your purchase, you may return unworn merchandise within 30 days of receipt for a prompt refund. The 30-day period starts from the date your package was delivered. You will need the order number and billing zip code of the order you are making a return for. This can be located in the confirmation email you received when placing your order.
EXTENDED HOLIDAY RETURN POLICY: Purchases made between November 1st and December 24th are eligible for return through January 31st 2023Create a Return
Durango® Boots accepts payment for with the following major credit cards:
For your shopping convenience, Durango® Boots also accepts secure online payments using:
We understand that getting your items quickly is important to you, so we make every effort to process your order quickly. When you order online you can expect your order to ship within 1-2 business days!
Warehouse Closure Shipping Delays
|Day Ordered||Days Delayed (days to add to estimated arrival date)|
|December 31st||Up to three days|
|January 1st||Up to two days|
|January 2nd||One day or less|
We offer free shipping on orders over $50 that are being shipped within the contiguous US.
Order being shipped to AK or HI do not qualify for the standard free shipping offer. The options for shipping to those regions are USPS at a flat fee of $15 per pair/item or FedEx 2-day at a flat fee of $35 per pair/item.
Expedited delivery service is available for select web orders and applies to those orders placed during regular business days between before 2PM EST. Orders placed outside of this time frame will be processed the next business day.
Note: Business Days do not include weekends or holidays.FedEx Hold at Location
We now offer FedEx HAL for contiguous U.S. orders for our customers who would like to have their shipments held at an authorized FedEx Hold Location. You may select this option at checkout.
Shopping Our Site
Once you have confirmed your order, you will receive two e-mails:
- Order Confirmation Email:
The first e-mail will be sent immediately to the e-mail address you provided during checkout, to confirm the order. This e-mail will contain your order number. You will need this number to track your order online or to make a return or exchange at a later date.
- Shipment Notification Email:
The second e-mail will be sent once the order has been processed and shipped from our distribution center. This e-mail will contain the FedEx tracking number for your purchase.
At times we discover that an item you have ordered may not be available due to a quality defect or out of stock scenario and we must cancel all or a portion of your order. If that happens, we will notify you via the contact information you provided to us. Please note, this is a rare occurrence, but it does happen, and we will do our best to work with you to either issue a refund or send you a substitute item.
All orders are subject to bank authorization prior to processing. Your credit card will be billed once the order has been processed and shipped from our distribution center.
Frequently Asked Questions
Are Online Returns Free?
Absolutely! We understand buying prior to trying something on can be a hesitation; thats why we offer Free Returns on all USA orders!
NOTE: Original shipping fees are not eligible for refunds or reimbursements.
Can I return my boots without a Return Authorization Number (RMA)?
No. For security reasons, returns without a Return Authorization Number will be refused and returned to the sender.
How do I get a Return Authorization number to return my boots?
To request a Return Authorization your product must be within warranty and have proof of purchase. If your purchase originated through an authorized Rocky Brands Dealer, you must return your product to the place of purchase. If you purchased through one of our websites please use our online return process.
Is it safe to use my credit card on your website?
All of Rocky Brands sites are backed with sophisticated technologies that allow your personal and credit card information to flow through our site in a secure and protected method. Additionally, we have processes in place that block and shut down fraud orders.
Is it safe to use my debit card online?
Yes. And please note: If you choose to pay by debit card, the amount you charge will be put on "hold", 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.
Does Rocky Brands charge sales tax?
We value our customers at Rocky Brands and we make every effort to calculate sales taxes on your internet purchases correctly. Your purchase is not exempt merely because it is made over the Internet or by other remote means. We calculate and collect sales taxes, based upon rates obtained from our third party sales tax rate provider, and applicable to your purchases ship-to address; in states which we have a physical presence. If you feel that we have calculated the sales taxes on your order incorrectly, please contact our customer service department so that we may bill you accordingly.
Should I receive an order confirmation email after my order has been placed?
Yes, you should. If you do not receive a confirmation in your email inbox please check your “Junk, Spam or Deleted” Folder. Please check these folders, prior to contacting our Customer Service Department.
How long do waterproof boots remain waterproof?
Gore-Tex booty liners are against leakage for 1 year. All other waterproof construction is guaranteed to be leak proof for 6 months from the date of purchase. After this time, it is recommended that you apply an additional layer of Silicone Water Proofing spray about every 6 months.
Can Rocky Brands repair my boots?
No. Rocky Brands no longer offers resoling or any other repairs on our products. If your boots are within out 1 year manufacturing and material defect warranty, please see the returns/warranty section.
What is Proposition 65?
Proposition 65 is the California Safe Drinking Water and Toxic Enforcement Act of 1986 Health and
Safety Code Section 25249.6 et al. Any company that , sells or manufactures consumer products in
California, is subject to Proposition 65. Because Report Footwear sells products in California,
Report Footwear is subject to Proposition 65.
Proposition 65 requires warning labels on any consumer product that may contain any of 800-plus chemicals that the State of California considers a carcinogen or a reproductive toxicant. For many chemicals there is no definable amount of how much of these chemicals must be present to be considered harmful. In some instances, the State of California has set threshold levels of certain chemicals to be safe but in general the burden is on a manufacturer or seller to prove that exposure of those chemicals in their product pose no harm to the consumer.
Why does Rocky Brands put Proposition 65 warning labels on products sold outside of California?
Through Rocky Brands sales online, and other dealers within California, our products are available to be shipped and/or purchased in California. If our products are brought into California without the proper warning lable, Rocky Brands may still be in violation.
Why do I not see this warning on everything I buy?
This is a California State Law and not a Federal Law. Companies that do not sell consumer products in California do not need to put this warning on their products.
Are Rocky Brands Products Safe?
Our products are manufactured to meet federal and state laws for safety and restricted substances.
What outer packaging does Durango® use?
The outer packaging we use to ship your order depends on whether it’s 1, 2 or more units as well as the shipping method. Often, orders with 1-2 units will ship in clear shrink wrap. While some order will ship in a more traditional brown cardboard box.
Will Durango® match the price of a product I found at another online retailer or in store?
No. We are not able to price match via our website or in our company owned retail stores. Sometimes if a price is too good to be true it may very well not be. To be sure you are buying the genuine article, shop securely on this website or via one of our authorized resellers who can be located here.