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Customer Service

Shipping & Delivery
Shipping within the United States: We use UPS Ground. Orders generally take between 7-10 days to arrive.

Shipping outside the United States: Shipping outside the U.S. is provided by a real-time quote on our site before checkout.

PLEASE NOTE: We are unable to ship to post office boxes and it's our store policy not to ship to addresses other than the billing address, unless we have agreed to do so ahead of time.

Privacy & Security
We value your privacy. We are committed to protecting the information you provide us. To prevent unauthorized access or disclosure and to ensure the appropriate use of the information, I-ROC has in place appropriate procedures to safeguard the information we collect.

Our shopping cart software is 100% encrypted with 128 bit SSL security and is fully PCI compliant.

If you prefer, you may call us at 1-207-717-4950 to order by phone.

I-ROC will not willingly supply information about our customers to anyone or any business for any reason. Customer supplied information is used by I-ROC only to assist with ordering or resolving order issues. All customer information is stored on a secure server that is not accessible through the Internet.

If you have any questions about our privacy practice, please send an e-mail to irocstore@gmail.com.

Returns & Exchanges
30 Day Money Back Guarantee!

We are confident that our product will meet or exceed your expectations, but we fully understand that is not always possible and, subject to this return policy, we will gladly accept returns.

To qualify for a return:
* You have 30 days from the date of shipment to initiate the return or exchange of an item. After 30 days all items are subject to the terms and conditions of our warranty.
* Before returning call 1-207-717-4950 for a return merchandise authorization (RMA). Return shipments without a valid RMA number clearly posted on the outside of the shipping box will not be accepted.
* All items must be returned in the original packaging with all stuffing paper, liner paper paperwork, and extra footbeds to insure full credit.
* We ship our shoes in shoe covers for your convenience to try the shoe inside your home only.  These shoe covers are not made to walk outside. If you need to return the shoes you MUST NOT remove the shoe covers.  We will not accept returns on soiled shoes.
* Shoes must have no visible damage such as the effects of moisture from wearing outside.
* Returned items that are missing parts are subject to a fee or rejection of the refund.

All items properly returned under this policy are eligible for a full refund of the purchase price, minus shipping and handling. Items returned but not in compliance with this return policy may be returned to you at your expense. In some special cases a RMA may be issued on an item that does not fully meet the return policy criteria. In this event we reserve the right to issue a partial refund to cover administrative costs.

Free Fit Exchange Policy:
Excludes International Orders. On your first order from us, please check your shoes fit on arrival. If the shoes don't fit, simply call 1-207-717-4950 or email us to arrange an exchange to another size. This free offer is limited to once per customer. For details about size and fit information Click Here


Size and Fit Ordering Information
Our shoes are available in full and half sizes so you can get the fit as close as possible.

Special Order Sizes:
Men's 14-16 and Women's 14-16 are available by special order (generally they cost an extra $20). Please call or email us for details.

In general, you should order your normal shoe size with confidence. Our wide toe box accommodates normal (D) to wide (EEE) widths comfortably. For example, customers that previously have worn New Balance® EEE widths tell us that our shoes fit them perfectly.

Fit Video: See how to use our adjustable inserts for a perfect fit.


Adjusting the Fit of Your I-ROC Shoes

To ensure the most comfortable fit possible, I-ROC shoes come with two footbed inserts. A flat cushion insert (Figure 1) and a gel pad insert with a slip resistant, moisture absorbing lining on the top and two polyurethane gel pad areas in the bottom (Figure 2).

You may use either of these inserts or both together.



The shoes come with the gel pad already inserted. Reach inside the shoe to make certain the insert is completely flat against the sole of the shoe. Try out the shoes to see how they fit. If it feels right, you are all set.

If the fit is a little tight, remove the gel pad insert and insert just the flat cushion insert. Again make certain it is flat against the sole.

If you big toe touches the front you probably need to go a half size up. Be sure to read our fit exchange information carefully before exchanging the shoes.

If the shoe is slightly loose, use both of the inserts. Put the flat cushion insert on the bottom and then the gel pad insert on the top (Figure 4). Put your hand inside the shoe to to ensure that the inserts are both perfectly flat against the sole.

I-ROC shoes are designed with a wider footbed than most shoes. They may feel looser and more comfortable than you are used to. However, if you try using both inserts and the fit is still overly loose, you probably need to exchange the shoes for a half to one size down. Again, read our instructions for fit exchange carefully before returning the shoes.

Free Fit Exchange Policy:
On your first order from us, please check the fit immediately upon arrival. If the shoes don't fit, follow the instructions on the free fit exchange form to have them returned and a new size sent to you. (Shipping will be charged if shoes need to be exchanged more than one time.) Shoes must be returned in "new" condition. Shoes have a covering on the sole when they arrive. Do not remove the covering until you are satisfied with the sizing. Shoes with the covering removed may not be exchanged. This free offer is limited to one per customer. Valid for orders shipping within the continental US only. See our Return Policy for more details.

Our Guarantee
30 day -- 400 step guarantee:
Try on the shoes and take 400 steps within 30 days of purchase. In that time you may exchange the shoes to adjust size. If you are not satisfied that these shoes will help you then, return them for a refund of the price of the shoes.
30 day -- 400 step guarantee

Try on the shoes and take 400 steps within 30 days of purchase. In that time you may exchange the shoes to adjust size. If you are not satisfied that these shoes will help you then, return them for a refund of the price of the shoes.
 

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Ordering Information

> Size & Fit
> Guarantee
> Shipping
> Returns
> Security

Please note: we are unable to ship to post office boxes.

Free Fit Exchange Policy
Excludes International Orders.
On your first order from us, please check your shoes fit on arrival. If the shoes don't fit, simply call 1-207-717-4950 or email us to arrange an exchange to another size. This free offer is limited to once per customer. For details about Size and Fit Ordering Information Click Here

 
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