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.
JACK ROGERS RETAIL STORE
Jack Rogers has one Retail Store in Atlanta, Georgia. Stop by and say hello!
Phipps Plaza 3500 Peachtree Road NE Atlanta, GA 30326
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.
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WARRANTY
If the shoes were purchased on 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 the damaged area, and your order number to customerservice@jackrogersusa.com . Our production experts will evaluate each case based on the wear and tear of the shoe.
A refund applies if there is a manufacturers defect and if the order was placed within the last 90 days.
If your order is over 90 days old, then we can offer a store credit for the amount paid, or a replacement depending on availability.
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.
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 customerservice@jackrogersusa.com. 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 $50 (after discounts and before taxes are applied). We are unable to ship to AFP/FPO/DPO addresses. 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?
We offer free shipping for orders over $50 (after discounts and before taxes are applied). We offer shipping for $10 for orders less than $50. You may also choose to expedite your order’s shipping method 2nd day or overnight delivery for an additional cost.
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.
**In the effort to be extra cautious and safe, our warehouse is putting extra care in shipping out your goods. Please allow 1-2 weeks for your item to ship. We appreciate your patience and your business.
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 customerservice@jackrogersusa.com
RETURNS
WHAT IS YOUR RETURN POLICY?
Return Policy
Return Cost: $5.
Full-price items with a Jack Rogers receipt:
Within 30 days of purchase: Full refund or merchandise credit
Sale items with a Jack Rogers receipt:
Within 30 days of purchase: Full refund or merchandise credit. After 30 days, sale items are not eligible for return.
Final Sale Products:
All goods marked as "final sale" are not be eligible for return, or exchanges. All items ending in $.99 are final sale. Merchandise purchased at Private Sales is final sale—returns or exchanges are not accepted.
Return Cost: $5.
Full-price items with a Jack Rogers receipt:
Within 30 days of purchase: Full refund or merchandise credit
Sale items with a Jack Rogers receipt:
Within 30 days of purchase: Full refund or merchandise credit. After 30 days, sale items are not eligible for return.
Final Sale Products:
All goods marked as "final sale" are not be eligible for return, or exchanges. All items ending in $.99 are final sale. Merchandise purchased at Private Sales is final sale—returns or exchanges are not accepted.
Original shipping charges are not eligible for refund on orders that were shipped correctly.
FOR ITEMS PURCHASED NOT A JACKROGERSUSA.COM OR JACK ROGERS RETAIL STORES:
Products that were not originally purchased in a Jack Rogers company store or at jackrogersusa.com are not eligible for a return. For any product with a damage claim, please contact us at customerservice@jackrogersusa.com , or by clicking on the Customer Service link on JackRogersUsa.com
Returns Process: It will cost $5 for a return. To print your FedEx return label, please go to https://returns.jackrogersusa.com/ and follow the steps to complete your Return Merchandise Authorization form. Be sure to record the FedEx return label tracking number for your records. Please also complete the below form and enclose it with your return.
Repeated Returns
We offer a flexible returns policy to make your online shopping experience even easier. We do monitor the number of returns made by customers, and continued returns will be flagged and may, at our discretion, lead to the closure of your Jack Rogers account or future orders being refused.
CAN I EXCHANGE THE ITEM I JUST RECEIVED?
We can process an exchange if the correct size is available and our inventory permits. If we are sold out of the size you want to exchange for, we can offer a return or store credit. Please contact Customer Service via email at customerservice@jackrogersusa.com if you need assistance placing your new order.
HOW DO I RECEIVE MY RETURN SHIPPING LABEL?
Please follow this link to access your return label: RETURNS LINK
To locate your order number, please refer back to your confirmation email when you first placed the order
Once you finish the steps for the return label, you will be offered an Instant Refund Voucher right away. This voucher can be used to repurchase something else, or create an exchange. If you want this return to go back on your original form of payment, then do not use the voucher. 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. *Please note our returns cost $5.
For any further inquiries or questions on our return process, please email our customer service team here: customerservice@jackrogersusa.com
MAY I RETURN AN ITEM PURCHASED AT WWW.JACKROGERSUSA.COM TO A JACK ROGERS RETAIL STORE?
Yes! For your convenience, all www.JackRogersUSA.com purchases may be returned to our Jack Rogers Retail Stores in Atlanta, East Hampton and New York City with your receipt and original packaging. Please note that all monogrammed, custom, made-to-order and final sale items may not be returned to our retail stores at any time.
HOW LONG DO I HAVE TO SHIP BACK MY RETURN?
We accept the return of unworn and unused merchandise purchased from www.JackRogersUSA.com within 30 days from the date of original purchase. We must receive your return at our warehouse no later than 45 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. Eligible refunds will be made in the form of original payment. We reserve the right to ship back to the customer any return that we receive that is not in compliance with our return policies. Please note that all monogrammed, custom, made-to-order and final sale items may not be returned. All items ending in $.99 are Final Sale and are not eligible for return or exchange.
I RECEIVED MY ORDER AND RECEIVED AN INCORRECT OR DAMAGED ITEM.
In the event that we processed your 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 shipping label to expedite the return. To receive your shipping label and arrange to replace your product, please contact Customer Service via email at customerservice@jackrogersusa.com
If your Jack Rogers product has become damaged after wearing and it is within one year of you purchasing them from www.JackRogersUSA.com or a Jack Rogers Retail Stores, please email customerservice@jackrogersusa.com and include your contact information, online order number or store location, style details, damage details and photos of the damage, including the top and bottom of the shoe.
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 Authorize.net. Jack Rogers welcomes payment by PayPal, Apple Pay, Amazon Pay, Visa, MasterCard and American Express. Credit card transactions are securely processed by Authorize.net. We also offer Klarna to Pay in 4 interest-free installments so you can spread the cost. Pay later in 4 installments. The first payment is taken when the order is processed and the remaining 3 are automatically taken every two weeks.
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 Florida, Georgia and New York, based on state and local laws. Taxes vary depending on state and location and are subject to change in accordance with state and local tax laws.
MY ACCOUNT
HOW WILL JACK ROGERS CONTACT ME?
As a registered Jack Rogers user, you agree to receive e-mails critical to your account and transactions(s) or for marketing purposes about Jack Rogers products.
You may unsubscribe from our email newsletters by click the “unsubscribe” option at the bottom of the email. If you unsubscribe, you will continue to receive transactional emails about any orders that you place. To better manage your email preferences you can visit the below link: https://www.jackrogersusa.com/pages/preferences
HOW CAN I CREATE AN ACCOUNT?
Click “Sign In” on the top right of the screen and on the bottom of the display window, click “Create an Account” and follow the steps.
I'M HAVING TROUBLE LOGGING INTO MY ACCOUNT
If you are having trouble logging into your account, try setting your password by clicking on “Forgot Your Password” on the Sign In page. If you’re still having issues, please contact Jack Rogers Customer Service via email at customerservice@jackrogersusa.com
HOW DO I CHANGE MY EMAIL ADDRESS?
If you would like to change the email address connected with your account, please contact Jack Rogers Customer Service via email at customerservice@jackrogersusa.com
HOW DO I CHANGE MY PASSWORD?
Click “Sign In” on the top right of the screen and the click on “Forgot Your Password” and follow the steps to change your password. If you’re still having issues, please contact Jack Rogers Customer Service via email at customerservice@jackrogersusa.com
Loyalty Program
WHAT IS THE JR REWARDS PROGRAM?
JR Rewards values our loyal customers by giving points towards promotional discounts, free shipping, early access to sales, and more!
HOW DO I JOIN?
By creating an account in our loyalty widget (bottom left icon on our homepage) or going to our rewards program page. Once you are logged in and have an email associated with you account, you will start receiving rewards and updates.
HOW DO I EARN POINTS?
Every dollar you spend is a point, our first reward is a 10% off coupon worth 200 points, and our next coupon is 20% off at 500 points. The more you spend, the more points you earn. Learn more here: https://www.jackrogersusa.com/pages/loyalty
HOW DO I REDEEM POINTS?
Once you earn enough points for a reward, you will receive codes in your email that you can use on our website towards a purchase. You can also keep track of your points in the Loyalty widget on the lower left of our Homepage. If you ever have questions or want to learn more about your points, you can email us at customerservice@jackrogersusa.com
WHAT IS THE REFER A FRIEND PROGRAM?
When you refer a friend, we send them a special link with $10 off their order and when they use it and complete a purchase, you get a link for $10 off your own order
Gift Wrap:
We offer gift wrapping on any item for $5/per item. Only one gift wrapping is allowed per order. If you would like to gift wrap multiple items, we suggest placing separate orders. Your gift will be packaged in our signature Jack Rogers net bag as the wrapping.
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!
