Your feedback is important to us! Please send us an email by completing the below form or call us at 646.480.5153. We are available Monday through Friday, 7 AM to 4 PM EST, excluding holidays.
Please Note: Our customer service phone line will be open on Black Friday from 9am to 4pm EST. If you need help placing an order while we’re away from the phones, please send us an email and we’ll do our best to get back to you as soon as possible. Thank you & Happy Thanksgiving!
Policies at a Glance
All footwear is fit tested to be as true to size as possible. Please note that the Navajo sandal is handmade, and the size is handwritten on each sandal. Half sizes for Navajo sandals are noted with a dash, for example size 7 ½ is marked on the inner sandal as 7--. All other footwear comes in whole and half sizes as noted.
Orders typically process and ship one day after they are placed, excluding weekends and holidays. This means Overnight, Second Day, and Ground shipments typically leave our factory one business day after you place your order (please note FedEx does not ship orders on Sundays). You may check the status of your order by logging into your jackrogersusa.com account and clicking on the View Order History tab. Order status on line is available for all customers who have a registered Jack Rogers account.
Customers who have not registered with Jack Rogers can email firstname.lastname@example.org or phone at 646.480.5153 with questions on order status. Monday - Friday 7:00am to 4:30pm EST.
You will receive an order confirmation email once your order has been received. We will send you an email when your order has shipped and this will include the FedEx tracking number for your package. Please note that it may take up to 48 hours after the package leaves our distribution center for the tracking information to appear in the FedEx tracking system.
Jack Rogers has partnered with a trusted third-party company, International Checkout, to fulfill orders for our International customers. Simply put the items you wish to purchase in our Shopping Cart and choose the "International Checkout" option. Your items will be transferred to International Checkout for processing. You may pay by International credit card, PayPal or bank transfer. International Checkout will process your order, including billing, shipping and customer service. Once your order is completed, all inquiries should be directed to International Checkout at email@example.com.
International shipping is currently available WORLDWIDE from Jack Rogers. Our third party vendor, International Checkout, will ship to all destinations around the world including APO / FPO addresses.
To check the status of your order or track your package, please login to your International Checkout account at:https://www.internationalcheckout.com/login.php.
All inquiries regarding your international order should be directed to International Checkout at firstname.lastname@example.org. Please visit the International Checkout Customer Service page for more information and phone numbers in your area.
Once an order is submitted, you have 24 hours to cancel it. If you have additional questions about your order, please contact Jack Rogers Customer Service directly by phone at 646.480.5153 or email at email@example.com.
If you would like to place your order by phone please call 646.480.5153.
Jack Rogers welcomes
Credit card transactions are securely processed by Authorize.net.
From time to time we have special offers that can be applied to your order by using a promotional code that we provide to you. In order to take advantage of these promotions, you must enter the promotional code in the space provided on the Checkout page and hit 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.
We value your business and pride ourselves in offering excellent products and customer service. We guarantee that anything purchased in our retail store or online to be free of defects and accept any defective item for refund or exchange.
Jack Rogers accepts the return or exchange of unworn, unused, and unwashed merchandise for up to 30 days from the date of original purchase. Orders placed between Thanksgiving and December 15 may be returned through January 15. Your return request must be accompanied by the original receipt and packaging, and refunds will be made in the form of original payment. Please note, all monogrammed, custom and final sale items may neither be returned nor exchanged.
Products must be unworn, in new condition, and in original packaging. When trying on shoes, be sure to walk on carpet and wear socks - we will not accept returns or exchanges with scuffed soles or toe prints. Please request a tracking number from your carrier for all return shipments sent back to us and kindly allow up to 10 business days from the date the return is received at our warehouse to process your credit.
FedEx Ground shipping is free, but please note that return shipping is not. If you are returning damaged goods, please call our customer service department at 646.480.5153 for a complimentary shipping label.
Please send returns to:
Jack Rogers Shoes
16201 NW 49 Ave
Hialeah, FL 33014
Please also note that our shoes are handmade. Our full leather soles will attract your natural oils, so please be sure that you try on your sandals with clean feet. We are unable to accept the return of sandals with toe prints.
For your convenience, all Jack Rogers internet and phone purchases may be returned to the Jack Rogers Flagship Store in New York City with a receipt and original packaging. Please note that monogrammed, special order/customized, and final sale items may not be returned or exchanged in retail stores.
We are unable to refund your shipping costs on returned items.
In the event that we processed an order incorrectly or if you received a damaged or defective item, we will gladly replace or take back that item for a full refund at our expense. Jack Rogers will provide a pre-paid FedEx shipping label to expedite the return. To receive your shipping label and arrange to replace your product, please contact Jack Rogers Customer Service within 14 days of purchase by email at firstname.lastname@example.org or phone 646.480.5153.
At Jack Rogers, we strive to provide an unparalleled level of service. Please do not hesitate to contact us at any point in time. Our Customer Service department is open weekdays 7:00am - 4:30pm EST.
646.480.5153 or email@example.com