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Frequently Asked Questions

Common FAQS
Ordering FAQ's
Shipping FAQ's

I made a mistake on my order, can I change it?
As soon as you notice that your order has an error, please contact us immediately by calling our toll free number, 1-800-976-4267, or emailing us at online@rogansshoes.com. If your order has not been shipped out yet, rogansshoes.com will make the corrections that you requested at no additional charge to you. If your order has been shipped, RogansShoes.com can intercept the package if it is shipped through FedEx for a minimum cost of $11.00.  This amount may be greater depending on what the intercept will entail and is determined by FedEx not rogansshoes.com.  We will only charge what FedEx charges for this service.
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How do I know what shoe size will fit me?
If you look at hands belonging to any two individuals, you will notice differences in palm shape, width, length, finger length and other shapes and proportions. These slight differences make every person's hands unique. Your feet have a similar bone structure as your hands, and feet vary in arch length, width, length and toe length, among other variations. When you wear shoes, it is important to have a proper fit for your unique feet.

To ensure a proper fit, you should have your feet measured by a Brannock device. A Brannock device measures toe length, arch length and foot width.

    • Toe Length: The total length of your foot.
    • Arch length: The shoe size that corresponds to the length of your arch. This may not be the same as the toe length. Although toe length is the same for both of your feet, the arch length can be different.
    • Foot width:The width of your foot. Your foot width may not correspond to your length. For example, your feet could be short and wide, or long and narrow.

 Here are some tips for getting shoes that fit properly:

    • Have your feet measured regularly. The size of your feet changes as you grow older.
    • Have BOTH feet measured. Most people have one foot larger than the other. Fit to the largest foot.

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How do I exchange an item?
You can read about our exchange policy here.
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How do I return an item?
All of the information can be found on our returns page located here.
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What happens if I do not like the shoes or they do not fit?
In the event the items you purchased do not fit or you do not like them, you may return new and unworn shoes or merchandise for either an exchange or a refund within 365 days after receiving the shoes or merchandise.
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What Payment Options are available?
Rogan Shoes gladly accepts any US based Visa, MasterCard or Discover Card credit cards. You can also send us a personal cashier's check, money order or Personal check in US funds. Any of these options will be based on availability of the products once that form of payment clears the bank. We do not offer any other form of payment at this time.
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What options and charges are available for shipping?
You can see our Free Shipping page by clicking on the Free Shipping Page here or from the home page.
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Why do you require my email address and phone number when I place an order?
For cardholder protection, we are required to obtain a phone number as part of our billing verification process. Because of this, we are not able to process orders that are submitted without a phone number. In addition, we require an email address so that we may confirm your order, and to let you know when your order has shipped or if any issue arises with your order. Keep in mind that your privacy is very important to us and we promise not to sell, trade or rent your email address to any third party.
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How do I determine what my billing address is?
When you are completing the check out process on rogansshoes.com, we ask for your billing address and phone number. This is the information that the credit card provider has on file for you (and is probably the address where your statements are mailed to if you receive paper statements). To determine what that is, contact the financial institution that issued your credit card by calling the customer service number on the back of the card.
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Can I Special Order items that are currently not available on your website?
We work with many manufacturers and cannot carry all of their products online. If you have gone to a manufacturer's website and found a shoe or boot that you like and want to order it from rogansshoes.com, give us a call at 1-800-976-4267 and we will see if we are able to order that product for you. If getting the product to you will involve placing a special order from the manufacturer, you will need to pay the shipping charges from the manufacturer. Free shipping is only for products that we carry in our inventory. If the item is ordered from the manufacturer, the item will typically be shipped directly to you from the manufacturer. In that case, you will not receive a receipt in the box when you receive it. You will need to log back into your account to print off the receipt. Direct Orders cannot use expedited shipping such as Next Day Air, 2nd Day Air, etc.
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I have ordered in the past as a guest and do not have a password. How should I make a new order?
Because creating an account with us is completely optional, it's possible that even though you're a returning customer you might not have an account on file. In this case, simply select the "I am a new customer" option during the checkout process and complete your order as you've done in the past. If you created an account and have forgotten your password, you can retrieve it by clicking the "Forgot your password?" link during checkout. Then, supply us with the email address linked to that account and we'll email your password to you at the email address on file. If you've changed your email address since your last purchase and don't remember your password, you will have to checkout as a "new customer" and create a new account.
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Will I receive a receipt with my order?
After your complete your order through our checkout process, an email confirmation containing an order confirmation number will be sent to the email address used on the order. You can also log back into your account, if you created one, and print off the order confirmation.
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I asked to cancel my order, why did it ship?
Because we process and ship out orders as soon as possible, often there is not enough time to stop your order from shipping.
If you requested an order cancellation and later received an email confirming the shipment of your order, we sincerely apologize and will be happy to help you with a return or exchange. After you receive your package, please contact us online or call us at 1-800-976-4267 if you require assistance. If your order has been shipped through FedEx, rogansshoes.com can intercept the package for a cost ranging from $12.50 to $18.00. This amount may be greater depending on what the intercept will entail and is determined by FedEx not rogansshoes.com. We will only charge what FedEx charges for this service.
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Can I phone in my order?
Rogan's Shoes has a toll free number that you can use to place orders by telephone. The number is 1-800-976-4267. You can contact us at that number on Monday through Thursday from 9:00 am to 6:00 pm (Central Standard Time), Friday from 9:00 am to 5:00 pm (Central Standard Time) and Saturday from 9:00 am to 1:00 pm (Central Standard Time). In the event we are busy with other customers, or your call is after hours, please leave a message with your name and phone number. We will call you back as soon as we can to take your order. Call us and we will assist you with your order and any other shoe questions you may have.
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I am new here, how do I order?
Welcome to rogansshoes.com! Placing an order with us is fast, simple and completely secure. Just search or browse our site to find an item you want to order and add the item to your shopping cart by clicking the "Add to Cart" button on the product page. By clicking the "Start Secure Checkout" button, you will be taken to your shopping cart where you can start the checkout process. Payment can be made with your Visa, MasterCard or Discover credit card. If you create an account, you can check its status online at any time by logging into your account. When your order ships, we'll send you a confirmation email with further tracking information. If you prefer, you can also place your order over the phone by calling us at 1-800-976-4267. Because it's not secure to transmit credit card information via email, we cannot accept orders by email.
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How do I cancel my order?
Because we process and ship out orders as soon as possible, there is often not enough time to cancel your order after it has been placed. However, if you decide to cancel your order, please contact us as soon as possible either by calling our toll free number, 1-800-976-4267, or emailing us at online@rogansshoes.com. If your order has not been shipped out yet, rogansshoes.com will cancel the order with no additional charge to you. If your order has been shipped, RogansShoes.com can intercept the package if it is shipped through FedEx for a cost ranging from $13.00 to $18.00. This amount may be greater depending on what the intercept will entail and is determined by FedEx not rogansshoes.com. We will only charge what FedEx charges for this service.
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Is my personal order information secure?
Rogan's Shoes is very concerned about the privacy and security of all personal and financial information that we receive on our website. We use SSL encrypted security for all transactions that involve a customer's personal and credit card information. We also use software to protect our customers from any interference with their purchase. Encrypted security is also used to protect against any unauthorized access to our customers' personal and confidential information.
If there is an unauthorized use of your credit card, you are responsible for notifying your credit card provider. Do not email any credit card information to us. If you feel more secure talking to a live person, you can place your order over the telephone. If you have any questions or security concerns, please contact us at: 1-800-976-4267 or email us at online@rogansshoes.com
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How can I check and track the status of my order?
You have to create an account to track your orders and shipments.

After you place your order, we will send you an order number via email. (If you do not receive this email, please check your spam filters.) You can also get access order tracking by using the "My Account" link at the top of any page of our site and then entering your log-in information. When you view your order tracking page, you will be able to see whether the status of each item in your order is "Hold" or "Shipped". A "Hold" order status means your order is currently processing and getting ready to be shipped. This includes everything from verification of your billing and ship-to information to boxing the order. A "Shipped" order status means your order has left the shipping location or the vendor's warehouse and is en route to you.

If shipped via FedEx, you will see the tracking number and will need to copy and paste that into FedEx.com to track your package. An update will appear each time your package has been scanned at a destination point. If the item is shipped via USPS, you will see a tracking number consisting of all numbers. You will need to copy and paste that entire set of numbers into usps.com to track your package using the United States Postal Service. If shipped by Speedy Delivery, your tracking number will start with SP. Copy that entire number into Speedy Delivery's website to track the status of your package.
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Note that when a carrier picks up a package, they may not make the first package scan until the morning of the next business day. So even though your package has left the shipping location, tracking information may take up to 48-hours or longer to appear or be updated. Thus, tracking information may not show real-time movement and only state it is "in transit". Please rest assured that your order is on its way.
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How do I ship to a P.O. Box, an APO/FPO address, Hawaii, Alaska or a US Territory?
P.O. Boxes, Hawaii, Alaska and US Territories:
Orders shipped to a P.O. Box, Hawaii, Alaska or to a US Territory will send via the United States Postal Service and charged the current rate from the United States Postal Service. Please note when shipping outside of the United States, we cannot guarantee how long it will take for your package to be received. Orders being sent to a US Territory may take longer than the average 2 - 7 business days.

APO/FPO Addresses:
Shipping to Military addresses will be sent via the United States Postal Service. When checking out, choose Free Ground Shipping as the shipping method. APO/FPO addresses are handled by the US Military and we cannot guarantee when the package will arrive.
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How long will it take to process and ship out my order?
Normal processing time for an order is 1 to 2 business days. If an order is placed on the weekend, the earliest it will get processed will be Monday. If we have to special order the product directly from the manufacturer, then there will be an additional processing time of 1 to 3 days before the item can be shipped out. If your order is shipped from one of our 33 retail locations, you will receive an email when we ship your order that confirms the shipment of your order.
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Do you ship Internationally?
Currently the only international country that we accept orders from and ship to is Canada. Because of the verification methods that we use, we are unable to process international orders other than to Canada. We can ship your order to anywhere in the United States (so long as your order is not to be shipped to a third party shipping company) and APO/FPO addresses.
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Can I ship to a Shipping Company with a US address if I live outside of your shipping area?
We do not allow shipments to third party shipping companies. Your shipping address needs to be either your residence or your place of employment. We will not process your order if you indicate that your place of employment is, or request that your order be shipped to, a company that ships overseas.
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The tracking for my package says it was delivered, but I did not receive it. What options are now available?
Rogan Shoes does everything we can to make sure we ship out your order as quickly and promptly as possible. However, once your order is marked as shipped, we do not have any control over the delivery of the package. When we ship out the package, we do not require a signature for delivery. The majority of the time, if you don't receive delivery of your package, it was given to your apartment manager or front desk, or was left with a neighbor. Be sure to look for any slips left by the shipper indicating if your package was left with someone else. If the package is sent via the United States Postal Service, we can start a claim process with that service. That process can take up to 30 days to be completed. We can proceed on your missing package claim after the Post Office indicates whether it will pay on the claim. If the package is sent via FedEx, we can start a claim process with that service. That process can take up to 21 days to be completed. We can proceed on your missing package claim after FedEx finishes their investigation.
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