I received a message from Rokland asking me to verify identity for a high value order I placed, is this legit?
Yes, beginning in May of 2023, in an effort to combat fraud and streamline the fast release of high value orders, we implemented an ID verification service check that may request a copy of your identification before a shipment can be released. Here are some more details about the program:
- If you place a high value order, we may request a copy of your indentification, especially if you are not located in the US. The request will have an order number accompanying. If you receive any request that does not include your correct order number, please contact our support staff directly before proceeding (do not reply to the email as it may not be authentic).
- If you receive a call from a Rokland staff member, have them verify your order number before proceeding.
- ID verification may not be required depending on the circumstance. Our merchant team uses a variety of factors to help confirm high value orders including geolocation. If you receive a request for ID verifcation, but do not wish to conply, please contact our support staff as we may be able to verify information other ways. However it could extend ship-out time by 1-2 business days. Our team does reserve the right to cancel and refund orders if we are unable to fully verify.
As always, the safety and priority of our customers is most important.