Frequently Asked Questions
WHY DID YOU REBRAND?
As you may have noticed from this email, Jack Rogers has a new logo!
In fact, this change represents an exciting new chapter of our storied brand, providing an opportunity to reflect on our 59 year history, everything the original Jack Rogers brand stood for and our ongoing commitment to stay true to our heritage, quality, craftsmanship and desire for our shoes to bring happiness to each and every one of us.
Our journey started with Jackie Kennedy who went to Capri in 1960 and brought back a flat sandal with whipstitched leather and an iconic Rondelle that would go on to become the classic Jack Rogers sandal. Since then we’ve been crafting beautiful shoes and accessories that brighten every day. With an unmistakable ease, effortless style, and an optimistic view on life, Jack Rogers is at home wherever it goes in the world.
Our new logo is inspired by our most iconic shoe, the Jacks, with the breaks in some of the letters such as the A, K, R and E paying homage to our whipstitch detail. Behind the new logo and look we are still the same Company, on a continuous journey to connect and grow with our customer. The visible changes to Jack Rogers also signal our growth internally, a way of doing business differently and always thinking of the right way. We’re working with more agility to build upon our community, optimism, and sustainability throughout.
In the next few days and months, you’ll see the actualization of our brand evolution with a new website, broadened product assortment, new social media and sustainable packaging coming to fruition.
We’re proud of our almost 60 years of heritage and taking that with us, looking to improve and enjoy what we do and bring to you, our customers. We would love to hear from you.
Jack Rogers – Every Step of a Well Loved Life
Lydia Park Luis
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 STORES
Jack Rogers has Retail Stores in Atlanta and New York City. Stop by and say hello!
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.
Products with the word “Exclusive” in the product name are products that are especially designed and produced for www.JackRogersUSA.com and our Jack Rogers Retail Stores. They cannot be found at any of our partner stores. These styles are available in limited quantities and typically are not re-stocked.
MONOGRAMMED AND CUSTOM PRODUCTS
Jack Rogers Monogrammed and Custom styles are handmade especially for you! They can take up to 6 weeks to be produced and shipped, regardless of the shipping method chosen at checkout. Unfortunately we are unable to rush Monogrammed and Custom styles and since they are made-to-order, they are final sale and cannot be returned or exchanged for any reason. At the time of shipment, we may contact you via telephone or email to confirm your credit card information as law and our systems require securely stored credit card information to be discarded after 30 days. These styles are shipped via FedEx and cannot be delivered to a PO Box.
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@example.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 $75 via USPS (after discounts and before taxes are applied). Unfortunately, we do not offer international shipping and 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 Monogrammed and Custom styles can take up to 4 weeks to be produced and shipped, regardless of the shipping method chosen at checkout. These styles are shipped via USPS.
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 via USPS for orders over $75 (after discounts and before taxes are applied). We offer shipping for $10 via USPS for orders less than $75. You may also choose to expedite your order’s shipping method via UPS 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. Orders with standard shipped are usually fulfilled and shipped within 5-7 business days (M-F) of purchase, unless otherwise noted. All orders begin processing the following business day and orders placed Saturday-Sunday will begin processing the following Monday.
Orders placed with USPS Standard Shipping usually arrive within 7-9 business days from the day the order was placed.
Orders placed with UPS 2nd Day Air Shipping are prioritized and usually arrive within 2-3 business days from the day the order was placed. Delivery excludes Saturday, Sunday and holidays.
Orders placed with UPS Overnight Shipping are prioritized and usually arrive within 1-2 business days from the day the order was placed. Delivery excludes Saturday, Sunday and 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 firstname.lastname@example.org
HOW LONG DOES IT TAKE TO RECEIVE MONOGRAMMED OR CUSTOM ORDERS?
Jack Rogers Monogrammed and Custom styles are handmade and can take up to 4 weeks to be produced and shipped, regardless of the shipping method chosen at checkout. Unfortunately we are unable to rush Monogrammed and Custom styles and since they are made-to-order, they are final sale and cannot be returned or exchanged for any reason. At the time of shipment, we may contact you via telephone or email to confirm your credit card information as law and our systems require securely stored credit card information to be discarded after 30 days. These styles are shipped via USPS.
WHAT IS YOUR RETURN POLICY?
Validity: We accept returns within 30 days from the date of original purchase via mail to our warehouse and in person at Jack Rogers retail stores. Your return must be accompanied by the original receipt and packaging, as well as any gift with purchase. Items must be unworn, unused and include all tags, parts and accessories. Initial shipping charges are not refundable. Eligible refunds will be made in the form of original payment.
Exclusions: Please note that all monogrammed, custom, made-to-order and sale items may not be returned. We are also unable to accept returns of Jack Rogers products that were not purchased from www.JackRogersUSA.com or from our Jack Rogers Retail Stores; if your purchase is from one of our wholesale partners (department store, specialty store or online retailer), please contact them directly.
Returns Process: Print a Return Label- Please reach out to Customerservice@jackrogersusa.com for a return authorization number. Please include your Order #, Product returning, and a reason for return.
Once we receive your request, you will receive an email including a link to USPS where you will be able to print your prepaid return label. Please do not hesitate to contact our Customer Care team if you have any questions or difficulties printing your prepaid label. If your order status is “In Progress”, please reach out to us at email@example.com, and one of our customer service representatives will email you a prepaid return label within 1-2 business days.
Sale Price Adjustment Policy: We are happy to offer a Sale Price Adjustment on items purchased up to 7 days prior to the commencement date of a sale. Please be aware that the exact style and size of an item must be available for purchase at the time your request is made before any adjustment in the sale price can be approved. All approved Sale Price Adjustments will be credited to your Jack Rogers account in the form of a store credit which will be valid for 12 months. We are unable to offer price adjustment on items originally purchased in a sale or on any special promotion items that are temporarily reduced in price. Once an item has been purchased at a discounted sale price, no price adjustment will be offered should the item be further marked-down.
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?
Unfortunately we do not offer exchanges as our stock levels are constantly changing. So that you do not miss out on a style that you would like, please ship back your original order as a return and immediately place a new order for the correct item. Please contact Customer Service via email at firstname.lastname@example.org if you need assistance placing your new order.
HOW DO I RECEIVE MY PREPAID 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.
For any further inquiries or questions on our return process, please email our customer service team here: email@example.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 pre-paid shipping label to expedite the return. To receive your shipping label and arrange to replace your product, please contact Customer Service via email at firstname.lastname@example.org
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 email@example.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.
CAN I RETURN MY MONOGRAMMED OR CUSTOM ORDER?
Jack Rogers Monogrammed and Custom styles are handmade and made-to-order especially for you. They are final sale and cannot be returned or exchanged for any reason.
CAN I RETURN JACK ROGERS PRODUCTS PURCHASED FROM ANOTHER RETAILER, SUCH AS A DEPARTMENT STORE, SPECIALTY STORE OR ONLINE RETAILER?
We are unable to accept returns of Jack Rogers products that were not purchased from www.JackRogersUSA.com or from one of our Jack Rogers Retail Stores; if your purchase is from one of our wholesale partners (department store, specialty store or online retailer), please contact them directly.
WHAT PAYMENT METHODS CAN I USE WITH JACK ROGERS?
Jack Rogers welcomes payment by PayPal, Visa, MasterCard and American Express. Credit card transactions are securely processed by Authorize.net.
WHEN WILL MY PAYMENT METHOD BE CHARGED?
Your payment method will be charged once your order ships. If your order contains multiple items, the items may ship separately. If items ship separately, you will be charged the total order amount when your first item ships.
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.
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.
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
WE'D LOVE TO HELP YOU! PLEASE EMAIL US (AND LIVE CHAT IS COMING SOON)!
Use code SPRINGSALE to receive 20% off one pair of shoes and 25% off two or more pairs of shoes. Excludes the following core styles: Jacks Flat Sandal Platinum, Jacks Flat Sandal Silver, Jacks Flat Sandal Black, Jacks Flat Sandal Gold, Jacks Flat Sandal Black with Patent, Lauren Sandal Platinum, Georgica Sandal Platinum, Georgica Jelly Black, Georgica Jelly Gold, Shelby Platinum. Also excludes all Monogram & Custom-made Sandals. Offer starts on Thursday, April 18 and is valid through 11:59pm EST on Sunday, April 21, 2019 at www.JackRogersUSA.com and Jack Rogers retail stores only. Styles may vary in-stores, see a store associate for details. No adjustments on prior purchases. Price adjustments may be made on returns based on quantity in order (if only only one product is kept from original order, the cost of the one product kept will be increased by 5%). Orders will be fulfilled in the order they are received and are not guaranteed.
Monday-Friday, 9 AM to 4:30 PM EST