Your feedback is important to us! Please send us an email or call us at 646.480.5153. We are available Monday through Friday, 9 AM to 4:30 PM EST, excluding holidays. We are closed Saturday and Sunday.
We are excited so many people are interested in Jack Rogers. We are eager to help you! Due to a high volume of peak season inquiries, our current reply time is within three-four business days. We want you to be saying #lovemyjacks as soon as possible!
Please note we will be closed for Memorial Day starting at 1pm EST on Friday, May 26, 2017 and will re-open at 9am EST on Tuesday, May 30, 2017. Have a wonderful holiday weekend!
- 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 is handwritten on each sandal. Half sizes for Jacks sandals are noted with a dash, for example size 7.5; is marked on the inner sandal as 7--. All other footwear comes in whole and half sizes as noted.
- Shipping & Ordering Information
Orders placed Monday - Friday will begin processing the following business day and can take up to several days to ship. Please note that business days are Monday - Friday and exclude federal holidays in the United States. Jack Rogers does not process or ship orders on Saturday, Sunday or federal holidays.
Orders placed on Friday or over the weekend, will begin processing on the following Monday.
Orders are processed pending item availability and credit card verification. Jack Rogers will contact you via phone or email is there are any issues with your order.
You will receive an order confirmation email once your order has been received. You will also receive a shipping confirmation email with your shipping tracking number once your order begins processing. Please note that it can take up to several days for your order to finish processing and ship.
After your order leaves our warehouse, delivery times will vary according to the shipping method selected during checkout and the location of your shipping address.Please note that ground shipping orders usually begin processing the following business day, but can take up to several days to ship, depending on product availability.
2nd day shipping orders are prioritized and begin processing the following business day. Depending on product availability, the processing can take several days and the order will ship via 2nd day shipping as soon as the processing is complete.
Overnight shipping orders are prioritized and begin processing the following business day. Depending on product availability, the processing can take several days and the order will ship via overnight shipping as soon as the processing is complete.
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 shipping carrier's tracking system. Also, shipping transit times start from the original ship date, not the date the order is placed.
- Checking Your Order Status
Order status is available online for all customers who have a registered 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 have not registered with Jack Rogers can email [email protected] or call 646.480.5153 with questions on order status, Monday - Friday 9:00am to 4:30pm EST.
- International Orders
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 protected].
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 [email protected]. Please visit the International Checkout Customer Service page for more information and phone numbers in your area.
Unfortunately, we are unable to cancel an order once it is placed. 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 protected].
- Payment Methods
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.
- Using a Promotional Code
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.
Is your purchase not quite what you had in mind? No problem!
We accept the return of unworn and unused merchandise purchased from www.JackRogersUSA.com within 30 days from the date of original purchase. Your return must be accompanied by the original receipt and packaging, as well as any gift with purchase. Refunds will be made in the form of original payment. Please note that all monogrammed, custom, made-to-order and final sale items may not be returned or exchanged.
When trying on our shoes, we kindly ask that you walk on carpet and try on with clean feet. The leather soles of our sandals will attract the natural oils of your feet and we are unfortunately unable to accept returns with scuffed soles or toe prints.
Can I exchange the item I just received?
Our stock levels are constantly changing, especially during the spring and summer. So that you do not miss out on the style that you would like for an exchange, we recommend that you ship back your original order as a return and that you place a new order.
How do I receive my prepaid return shipping label?
- Have an account? Great! Please complete the Return Merchandise Authorization (RMA) form by logging into your Jack Rogers Account here
- Checked out as a guest? Not a problem! Please click here to locate your order and complete the Return Merchandise Authorization (RMA) form
- Once we receive your completed Return Merchandise Authorization form, you will receive an email including a link to USPS where you will be able to print your prepaid return label. Please be sure to note the USPS tracking number of your prepaid label; we unfortunately will not have a record of the tracking number in our system. Please do not hesitate to contact our Customer Care team if you have any questions or difficulties processing your RMA form or printing your prepaid label. If your order status is “In Progress”, please reach out to us at [email protected], and one of our customer service representatives will email you a prepaid return label within 1-2 business days.
We offer complimentary outbound and return shipping via the United States Postal Service. Please allow up to 14 business days from the date your return is received at our warehouse for us to process your return.
Unfortunately we are not able to refund any expedited shipping costs associated with your original order.
If you decide to ship the return via a different carrier of your choice, please include the completed return form on your original receipt and send to:Jack Rogers Returns
3325 NW 70th Avenue
Miami, FL 33122
May I return an item to a Jack Rogers Retail Store?
Yes! For your convenience, all www.JackRogersUSA.com purchases may be returned to our Jack Rogers Stores in New York, NY, East Hampton, NY or Atlanta, GA with your receipt and original packaging. Please note that all monogrammed, custom, made-to-order and final sale items may not be returned at any time.
- Shipping Errors or Damaged Product
- 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 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 [email protected] or phone 646.480.5153.
- Customer Service Inquiries
- 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 Monday - Friday 9:00am - 4:30pm EST, excluding federal holidays in the United States. Please call us at 646.480.5153 or email us at [email protected]. We look forward to hearing from you!