Frequently Asked Questions
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.
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.
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
HOW DO I PROCESS A RETURN?
HOW DO I PROCESS AN EXCHANGE?
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 firstname.lastname@example.org. 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 $75 (after discounts and before taxes are applied). We do not offer free shipping if your cart has sale items only. 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 $75 qualify for free shipping, however, this promotion does not apply to carts that only contain sale items. For all orders that are under $75, 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.
**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 email@example.com
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.
HOW WILL JACK ROGERS CONTACT ME?
As a registered Jack Rogers user, you agree to receive e-mails critical to your account and transactions 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 firstname.lastname@example.org
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 email@example.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 firstname.lastname@example.org
WHAT IS THE JR REWARDS PROGRAM?
HOW DO I JOIN?
HOW DO I EARN POINTS?
HOW DO I REDEEM POINTS?
HOW DO I REFER A FRIEND?
*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!