FAQS

Frequently Asked Questions

GENERAL

ABOUT JACK ROGERS
Ever Since Jackie Kennedy went to Capri and brought back a flat sandal with whipstitched leather and an iconic Rondelle that would go on to become the classic Jack Rogers Sandal, we've been crafting beautiful shoes and accessories that brighten everyday. With an unmistakeable ease, effortless style, and optimistic view on life, Jack Rogers is at home wherever it goes in the world.

SIZING INFORMATION
All footwear is fit tested to be as true to size as possible. Please note that Jacks sandals are handmade, and the size may be handwritten on each sandal. Half sizes for Jacks sandals may be noted with a dash, for example size 7.5; may be marked on the inner sandal as 7--. All other footwear is available in whole and half sizes as noted.

WARRANTY
We have a 1-year warranty policy. If the shoes were purchased in our website or at our Jack Rogers store, and if the damage has occurred within one year of purchase date, please email us images of the entire shoe - top and bottom - along with photos of the damaged area, and your order number to [email protected] . Our production experts will evaluate each case depending on the wear and tear of the shoe and will make a decision based on the inspection of the images provided. If they determine that your order qualifies for a refund or replacement, we will inform you. A refund applies if there is a manufacturer’s defect and if the order was placed within the last 90 days. A store credit or replacement (depending on availability) applies if your order is over 90 days old but less than 1 year old.

SMS PROGRAM
Our text message program brings Jack Rogers straight to your fingertips. When you join our text message program, you will be granted VIP access to sale announcements, exclusive discounts, and more. To join our program, simply text JACKROGERS to 24321 and you will automatically be signed up. By joining via text, you agree to receive recurring automated marketing messages from Jack Rogers at the cell number used to send the Join text. Msg & data rates may apply. View Terms & Privacy. To opt out of the program, simply text STOP to 24321 at any time to unsubscribe for our texts.

RETURNS & EXCHANGES
Is your purchase not quite what you had in mind? We have a $5 return label fee applicable to returns, and offer free exchanges. We accept the return of unworn and unused merchandise purchased from www.jackrogersusa.com within 30 days from the original fulfillment date. All final sale styles (ending in $.99), monogrammed, custom, and made-to-order styles are final sale and may not be returned or exchanged at any time. Your eligible return must be accompanied by the original receipt and packaging, as well as any gift with purchase. When trying on our shoes, we kindly ask that you walk on carpet and try on with clean feet. The leather of our shoes will attract the natural oils of your feet and we are unfortunately unable to accept returns with scuffed soles or toe prints. *Original shipping charges are not eligible for refund on orders that were shipped correctly.

HOW DO I PROCESS A RETURN?
You can follow the steps to return or exchange your order here: https://jackrogersusa.loopreturns.com/ To locate your order number, please refer back to your confirmation email when you first placed the order. Enter your order number and your zip code or email address to get started. You can process an exchange or a return for a refund. You will be offered an Instant Refund Credit that you can use to repurchase something else right away, or you can return them for a refund back to your original form of payment. If you want this refund to go back to your original form of payment, please select the refund back to your original form of payment option. Once your return is received at our warehouse, it may take up to 3-5 business days to see the refund reflected on your original form of payment. Once you finish the steps for the return label, you can print your return label OR use the QR code. After you complete the necessary steps, a link will populate on your screen asking for your zip code to help find eligible drop off locations near you.

HOW DO I PROCESS AN EXCHANGE?
We accept exchanges on full priced items that were purchased directly from us within the last 30 days. Please use this link to access your return label and process the exchange: https://jackrogersusa.loopreturns.com/ To locate your order number, please refer back to your confirmation email when you first placed the order. Enter your order and your zip code or email address to get started. You should then be able to hover over the image of the shoe you wish to exchange, and select the return/exchange reason, and then be able to choose the new size you need and continue with the exchange. A new order will be placed automatically in our system and you will receive emails confirming your new order and your return. Once you finish the steps for the return label, we will email you a QR code to take your return to the post office, or you can also print your return label.

SHIPPING
HOW CAN I CHECK THE STATUS OF MY ORDER?
If you checked out by logging into your Jack Rogers account, you may check the status of your order by logging into your Jack Rogers account and clicking on the View Order History tab.
Customers who checked out as a guest can check the status of their order by contacting Jack Rogers Customer Service via email at [email protected]. Please be sure to include your order number in your inquiry email.

WHERE DO YOU SHIP? DO YOU SHIP INTERNATIONALLY? DO YOU SHIP TO AFP/FRP/DPO ADDRESSES?
We offer free shipping on all US orders over $70 (after discounts and before taxes are applied). We are unable to ship to AFP/FPO/DPO addresses. We do not ship internationally. You will receive an email with tracking information and an estimated delivery date once your order ships.Jack Rogers reserves the right to hold any order for suspected fraud and/or billing and shipping validation. Affected customers will be notified by Jack Rogers Customer Service.

WHAT SHIPPING METHODS DO YOU USE?
Orders that exceed $70 qualify for free shipping. For all orders that are under $70, a standard shipping fee of $10 will apply. Please note that this fee is in addition to any applicable taxes and will be added to your total order amount. We also offer expedited shipping options for an additional cost, including 2nd day and overnight delivery.

HOW LONG WILL IT TAKE FOR MY ORDER TO BE PROCESSED AND SHIPPED?
We process and ship orders from our warehouse Monday through Friday. All orders begin processing the following business day and orders placed Saturday-Sunday will begin processing the following Monday. Orders placed with Standard Shipping usually arrive within 7 business days from the day the order was placed.Orders placed with FedEx 2nd Day Air Shipping are prioritized and usually arrive within 2-3 business days from the day the order was placed. Delivery excludes holidays.Orders placed with FedEx Overnight Shipping are prioritized and usually arrive within 1-2 business days from the day the order was placed. Delivery excludes holidays.

HOW CAN I CANCEL OR CHANGE MY ORDER?
Unfortunately, we are unable to cancel or change an order once it is placed. If you have additional questions about your order, please contact Jack Rogers Customer Service via email at [email protected]

BILLING

WHAT PAYMENT METHODS CAN I USE WITH JACK ROGERS?
Jack Rogers welcomes payment by PayPal, Apple Pay, Amazon Pay, Visa, MasterCard and American Express. Credit card transactions are securely processed by Stripe.

WHEN WILL MY PAYMENT METHOD BE CHARGED?
Your payment method will be charged right after you place your order. If your order contains multiple items, the items may ship separately. If items ship separately, you will be charged the total order amount up front.

WILL YOU NOTIFY ME IF THERE'S A BILLING ISSUE WITH MY ORDER?
If there is a billing issue with your order we will contact you by calling the telephone number provided on your order. If we are unable to reach you by telephone, we will also email the email address provided on your order.

HOW CAN I USE A PROMOTION CODE?
From time to time we may have a special promotion code that can be applied to your order by entering the promotional code in the space provided on the Checkout page and hitting the "apply" button. The value of the promotion will be applied to your order and will not appear as a separate line item. Please note that only one Promotional Code may be used on each order.

HOW CAN I PURCHASE AN E-GIFT CARD?
Jack Rogers e-gift cards make the perfect gift! Our e-gift cards will be delivered directly to the gift recipient via email and can be purchased here in the amounts of $50, $75, $100, $200 and $300. Please note that e-gift card orders begin processing the next business day and the e-gift card order must be invoiced before the e-gift card email will be sent.

HOW CAN I USE MY E-GIFT CARD?
To redeem your Jack Rogers e-gift card, simply add your items to your shopping cart and when you are ready to checkout, add your e-gift card code to the “Gift Cards” field on the left side of the shopping cart. Once you’ve added your e-gift card code, proceed with the checkout steps.

DOES JACK ROGERS CHARGE SALES TAX?
Yes, we currently charge sales tax for orders shipping to all states besides: Alabama, Alaska, Arizona, Delaware, Federated Micronesia, Guam, Idaho, Marshall Islands, Mississippi, Montana, N. Mariana Islands, New Hampshire, New Mexico, Oregon, Palau, Puerto Rico, US Minor Outlying Islands Virgin Islands. Taxes vary depending on state and location and are subject to change in accordance with state and local tax laws.

Gift Notes:
*Please note you can not leave a gift note on digital gift cards
If you emailed us, a Customer Service Associate will get back to you as soon as possible. It can take 5 – 7 business days for your request to be handled. Our office hours are Monday – Friday, 9 am – 5 pm EST.
*During promotional times we experience higher volumes and longer response times. Please allow 7 – 9 business days for a response.
Please note, if you send follow up emails, your emails start over and fall to the bottom of the list. Please trust that we will get back to you as soon as possible, and by sending one email you will help us get back to you much easier and faster!
Thank you for your business and patience!