FAQ's
Welcome to our FAQ! We’re glad you’re here and part of the Rokman® community. Here you’ll find quick answers to our most common questions — and if you need more help, our team’s always ready to assist.
Shipping & Returns
Below are some common questions about shipping, returns, and exchanges.
Can I return my purchased ROKMAN® items?
We want you to be satisfied with your purchase. That’s why we offer this unprecedented performance guarantee:
The ROKMAN® “Best Built Backpack” 30-day Satisfaction Guarantee – We are so confident that you will love your new ROKMAN Backpack that we guarantee it. Use it for 30 days and if it’s not the most versatile and waterproof backpack you’ve ever used, we will buy it back.
How do I start a return?
To start a return, please contact our customer support team at info@rokmanwaterproof.com with your order number and a detailed explanation of the issue. We will review your request and provide instructions within 24-48 hours.
Who pays for return shipping?
Customers are responsible for return shipping costs unless the item is damaged or incorrect. We recommend using a trackable shipping method for your return.
How long does it take to process a refund?
Once we receive and inspect your return, please allow 7-10 business days for your refund to be processed. Refunds will be issued to the original payment method.
Orders
Below are some of are common questions about orders.
When will my order ship?
Please allow 1-2 business days for your order to ship.
What should I do if my package is lost or damaged?
If your order was lost or damaged in transit, please contact us immediately at info@rokmanwaterproof.com with your order number and photos of the damage. We will work with you to resolve the issue.
Do you offer exchanges?
Yes. If you need a new size/color, please email our customer service team info@rokmanwaterproof.com. We will create a return for the original item and then fulfill a new order for the replacement item. Once we receive your items we will process the exchange.
* Please allow 1 week for the refund to post to your bank statement.
How can I track my order?
Check your email - Once your order ships, you’ll receive a shipping confirmation email from Rokman®.
Use the Order Status Page - After your order is fulfilled, Shopify automatically creates an Order Status Page for you. Login to your account to see your page.
Track Through the Shop App - If you use the Shop App, you can track your order — and other purchases — all in one place.
Just make sure you’ve enabled “Track with Shop” in your Shopify settings or linked your email address associated with the purchase.
Contact Us Directly - Can’t find your tracking info or need more help?
No problem — reach out to us directly! Email info@rokmanwateproof.com
Products
Below are some common questions about our products.
Are ROKMAN® packs waterproof?
The basis for every ROKMAN® Waterproof product is our exclusive 100% waterproof “WaterLok” Technology which consists of:
1. Double-coated with lifetime TPU coating – All ROKMAN® packs are constructed of a premium, 420D High-Tenacity nylon fabric which features a premium, lifetime TPU coating that is bonded to both sides of the fabric resulting in a fabric that is ultra-durable and totally impervious to moisture. This is the same flexible, lightweight, UV-resistant bonded coating that is used for dry suits and survival suits. And we double it!
2. 100% waterproof welded seams – A waterproof fabric is not waterproof if the seams aren’t sealed.
3. TZIP® Waterproof, Airtight, Submersible Zipper (main zipper) – TZIP is the German brand that is the standard in premium, high performance waterproof zippers.
4. Water resistant side zippers.
Our “WaterLok” Technology is so effective that your pack, with a few puffs of air and a secured zipper, will literally float on water, even when filled to capacity.
How do I care for the TZIP® zipper?
Your TZIP® zipper won’t glide smoothly if it is full of dirt or dust. Any debris that is caught between the teeth or coils of any zipper can have a negative impact on the sealing lip and thereby limit the sealing performance. We recommend using a fine brush, as well as a mild detergent and water to clean the TIZIP® zippers. Apply lubricant after cleaning and when using the pack frequently. Do not use solvents or abrasives, as doing so may compromise zipper functionality.
Move the slider slowly when opening or closing the zipper. Pulling at an angle can damage the zipper and reduce its waterproof performance.
Avoid overstretching (pulling the two sides of the zipper apart). This can damage the slider and destroy the area near the bottom end.
Folding or crushing the zipper may damage the zipper and reduce its waterproof performance.
When closing, make sure the slider is completely over the docking end. If it’s slightly open, the zipper will not be tight.
How do I clean my ROKMAN® pack?
When your ROKMAN® pack gets muddy, bloody or grimy, a mixture of dish soap and water should do the trick. If cleaning inside the pack, leave the zippers open for several days to ensure all moisture has dried. Do NOT Machine Wash.