The boots were purchased from the Rockport store. The insulation fell apart all the way past the waterproof lining cause my heal blisters. I called the store. The store said call the 1800# which I did and was referred to the online customer care service. I emailed them with pictures they said take the boots to the store. I took the boots to the store and the manager said that without a receipt he can’t help me and referred me back to the online service. The Rockport online service and was given an online coupon for my next purchase!!! SERIOUSLY!!!