Rack Room Shoes

      FREE SHIPPING ON ORDERS $50+

Frequently Asked Questions

 

Top Questions

Q: How can I become a Model for Rack Room Shoes?
A:

Every year, we cast real families in each of our seasonal advertising campaigns. We will begin the 2016 Models Wanted casting process in early fall 2015. Please revisit the website for more information in the coming months, and/or stay in touch with us on Facebook for updated contest details.

Q: How Do I Sign Up for Rack Room Shoes Promotional E-mails?
A: Rack Room Shoes promotional emails contain special offers, discounts and coupons. Sign up for our email newsletter by clicking this link.
Q: What is your Return Policy?
A: Within 60 Days

Returns and Exchanges with ORIGINAL Receipt:

  • A refund in the original form of payment will be issued for unworn merchandise.
  • Allow 1-2 billing cycles for credit card refunds to appear
  • Purchases paid by check must wait seven (7) business days for a cash refund.

Returns and Exchanges with NO Receipt:

  • A merchandise exchange or a Rack Room Shoes gift card will be offered for unworn merchandise at the current selling price, when accompanied by the original box.

Returns from the "Buy One Get One" Sale:

  • The purchase of two pair is what qualifies you for the discount during our “Buy One Get One” Sale. Accordingly, the discount is deducted from the refund total if either pair is returned. The discount may be retained if an exchange is made at the time of the return.

No refunds or exchanges will be given on worn merchandise.

Returns with rewards:

  • Redeemed Rewards are not reissued at the time of return and have no cash value.

Models Wanted

Q: How can I become a Model for Rack Room Shoes?
A:

We will begin the 2016 Models Wanted casting process in early fall 2015. Please revisit the website for more information in the coming months, and/or stay in touch with us on Facebook for updated contest details.

Q: When and where can I submit my application to be a Model for Rack Room Shoes?
A:

We will begin the 2016 Models Wanted casting process in early fall 2015. Please revisit the website for more information in the coming months, and/or stay in touch with us on Facebook for updated contest details.

Q: What kind of models are you looking for?
A: We want REAL people. We look for people of ALL ages that represent the true Rack Room Shoes customer. We love families, couples, singles and kids. There is no particular "type" of person we look for. As long as you shop at Rack Room Shoes, this year it could be you!

Refund, Return, Policies

Q: What is your Return Policy?
A: Within 60 Days

Returns and Exchanges with ORIGINAL Receipt:

  • A refund in the original form of payment will be issued for unworn merchandise.
  • Allow 1-2 billing cycles for credit card refunds to appear
  • Purchases paid by check must wait seven (7) business days for a cash refund.

Returns and Exchanges with NO Receipt:

  • A merchandise exchange or a Rack Room Shoes gift card will be offered for unworn merchandise at the current selling price, when accompanied by the original box.

Returns from the "Buy One Get One" Sale:

  • The purchase of two pair is what qualifies you for the discount during our “Buy One Get One” Sale. Accordingly, the discount is deducted from the refund total if either pair is returned. The discount may be retained if an exchange is made at the time of the return.

No refunds or exchanges will be given on worn merchandise.

Returns with rewards:

  • Redeemed Rewards are not reissued at the time of return and have no cash value.

Q: What is your price adjustment policy?
A: A one-time price adjustment may be made within ten (10) days from the original date of purchase. To receive an adjustment, you must present your original receipt.
Q: What is your Gift Cards policy?
A:
  • May be used to make purchases at any store location
  • Rack Room Shoes is not responsible for lost or stolen gift cards.
  • Gift cards may not be redeemed for cash, except where required by law.
Q: What is your check policy?
A:
  • We accept personal checks and business checks, which are preprinted with signer’s name and address.
  • No two party, payroll or counter checks are accepted.
  • We require a valid photo identification (driver license, state issued ID or military ID) and phone number.
  • Purchases paid by check must wait seven (7) business days for a cash refund.
  • When you provide a check as payment, you authorize Certegy to use the information from your check to make a one-time electronic funds transfer (EFT) from your account, process the payment as a check transaction, or use a bank draft. When we use information from your check to make an EFT, funds may be withdrawn from your account as soon as the same day you make your payment, and you will not receive your check back from your financial institution. If your payment is returned due to insufficient or uncollected funds, you authorize Certegy to collect a Service Charge, via a one-time EFT or using a bank draft drawn on your account. The Service Charge will vary by state (see list).
         AZ, CA, IL, KY, MA, MO, NC, NE, NH, NJ, NV, OK, PA, RI, WA, WV: $25
         CO, CT, IN, NM, NY: $20
         AL, AR, KS, SC, TN, TX: $30
         MD, OR: $35
         DE, MS: $40
         VA: $50
         OH: $30 or 10% of face value of check, whichever is greater.
         LA: $25 or 5% of face value of check, whichever is greater.
         GA: $30 or 5% of face value of check, whichever is greater.
         FL: $25 for checks less than or equal to $50, $30 if greater than $50 and less than or equal
               to $300, $40 if greater than $300, or 5% of the check amount, whichever is greater.
Q: What debit/credit cards do you accept?
A: We accept Visa, MasterCard, Discover and American Express.

SHIP2HOME

Q: What is the Ship2Home program?
A: The Ship2Home program allows merchandise to be ordered and purchased at one location and then shipped directly to the customer’s home from another location.
Q: Can I make a Ship2Home purchase online?
A: A Ship2Home purchase must be made at a store location.
Q: How long will it take for my merchandise to arrive?
A: Ship2Home orders usually arrive within 7-10 business days, excluding holidays. Rack Room Shoes is not responsible for weather-related delays.
Q: What should I do if I haven’t received my order or if I received the wrong product?
A: Please contact Customer Care at customercare@rackroom.com .
Q: I ordered multiple items. Will they arrive in one package?
A: When possible, multiple items will ship from the same location. However, they may arrive in separate packages on separate days.
Q: How do I return a Ship2Home order?
A: To return your item(s) at any Rack Room Shoes store, please bring:
1. The unworn item must be returned in the original box with the packaging within 30 days
2. The original receipt or the original packing list
Q: Where can my order be delivered?
A: Orders can be shipped to any street address within the continental US., including PO Boxes and military APO, MPO, and FPO addresses.
Q: What if I am unable to find my delivered order?
A: 1. Check around the indicated area of delivery or with the signee of the package.
2. See if the driver hid the package from view, or if he signee is currently holding it for you.
3. Check with any neighbors who may have retrieved the package for you.
4. If the order is shipped FedEx Smartpost, contact your local post office with the USPS tracking number.
- If you are unable to locate the package after taking the steps above, please contact us at customercare@rackroom.com
Q: At this time we are only able to ship orders via FedEx Smartpost and Ground.
A: At this time we are only able to ship orders via FedEx Smartpost and Ground.

Rack Room Gives

Q: What is Rack Room Gives?
A: Rack Room Gives is an ongoing program that allows us to connect with our customers beyond meeting them in our stores, while aiding them in charitable efforts.

Through Rack Room Gives, Rack Room Shoes provides a number of ways in which customers can seek support to strengthen local fundraising opportunities and initiatives. Click here to learn about the different programs that make up Rack Room Gives, which include Shoes That Fit, Rack Room Grants, Local Community Fundraising, and Corporate Donations.

To learn more about Rack Room Gives, visit rackroomgives.com

About Rack Room Shoes

Q: Where is the headquarters for Rack Room Shoes?
A:

Rack Room Shoes operates out of Charlotte, North Carolina.

Q: What is the Rack Room Shoes stock exchange symbol?
A: We are privately owned, and as a result we are not traded on any exchange. This is a position that benefits our customers greatly. By remaining privately owned we are able to focus on the customer’s needs and providing great values rather than our shareholders interests.
Q: How many employees does Rack Room Shoes have?
A:

Rack Room Shoes has more than 5,000 employees. Our individual stores typically employ a staff of 15-20 associates.

Q: What is the average size store Rack Room Shoes operates?
A: Generally speaking we operate in stores that are between 5,500 and 6,500 square feet in size.
Q: How many stores does Rack Room Shoes have?
A: We operate approximately 380 locations in 24 states.

Privacy, Security, and Web Info

Q: I want to know what Rack Room Shoes does with my information and what I can expect from Rack Room Shoes regarding the privacy of my information?
A: Click here to read our Privacy Policy. Click here to read our Terms of use.

Rewards

Q: How do I get my rewards?
A: For your convenience, rewards are delivered to your mobile phone via text message or to your email inbox, depending on your communication preferences, which you can set up via your member profile.
Q: Can I choose to get my rewards by mail?
A: Sorry, but no. Since this is an eco-friendly, email and mobile-based program, all rewards are paperless.
Q: How long will it take to receive my rewards?
A: You should receive your rewards by email or text message almost immediately after you earn them!
Q: Why am I not receiving my rewards?
A: First, be sure we have the correct email address and/or mobile phone number on your account. If that’s correct, check to see if your Rack Room Rewards messages are going into your email spam folder. If everything looks right, call Customer Service at 800-306-9309.
Q: Can you reissue my lost/expired reward?
A: Sorry, we don’t reissue rewards.
Q: Do rewards ever expire?
A: Your $15 reward is valid for three months (90 days) from the date it’s issued.
Q: If I return my purchase, do I get my rewards back?
A: Sorry, but no. Once you have used a reward, the system won’t let it be used again, nor can it be reissued.
Q: How do I know how close I am toward reaching a reward?
A: You can check your balance anytime by checking your most recent receipt or signing in to your Rewards account. You can also call Customer Service at 800-306-9309 or ask an Associate in store.
Q: I think there’s an error in my qualifying balance. Who do I talk to?
A: Please call Customer Service at 800-306-9309.
Q: I forgot to tell the cashier I was a member the last time I made a purchase. Can I still add those qualifying purchases to my total?
A: Yes. Simply call Customer Service at 800-306-9309 and have your receipt handy. Please wait at least 24 hours after the purchase before calling, so the transaction information has time to show up in our system.
Q: Can I transfer my qualifying purchases to another person’s account?
A: Sorry, but no. Rewards are non transferable.
Q: Do my qualifying purchases ever expire?
A: Qualifying purchases will expire one year after the date they’re made.
Q: Why didn't I get my birthday offer this year?
A: Check your profile to make sure you provided us with your birthdate. You'll need to provide us your birthday month seven days prior to your actual birthday month in order to ensure you'll receive your offer.
Q: What is my Rack Room Rewards account number?
A: Since everything is tracked by your email address or mobile phone number, that’s all you need!
Q: I have more than one account in my name. Can you combine them?
A: Absolutely. Just call Customer Service at 800-306-9309.
Q: Can I combine my account with my mother’s? How about my husband’s?
A: Sorry, but we can’t combine accounts from separate individuals.
Q: Can my child have his or her own account?
A: Yes, as long as your child is at least 13 years old.
Q: How often will you email or text me?
A: Typically, you should receive no more than one email or text message each week. However, you may occasionally receive additional communications, such as your reward delivery or follow-up messages based on a purchase or other activity.
Q: How do I change my communication preferences, email address or mobile phone number?
A: To make sure you stay in the loop on special offers, events and new styles, all members will receive some emails from Rack Room Rewards and occasionally from Rack Room Shoes. However, you can choose to receive your rewards and rewards-related updates (like reminders when a reward is about to expire) via text messaging for the fastest, easiest access. To update your preferences, email address or mobile phone number, simply sign in to your account.
Q: How do I stop receiving text messages from Rack Room Rewards?
A: Simply text STOP JOIN to 77550. (If you opted to receive our non-loyalty related texts, you will still receive those.)
Q: I don’t want to get email or text messages anymore from the program. How do I change that?
A: To make sure you get the most out of your Rack Room Rewards membership, you do need to opt in to receiving emails. If you opt out of receive emails, you will be opting out of the Rack Room Rewards program. To do that, call Customer Service at 800-306-9309. However, you can choose to receive the following specific rewards-related alerts by either email or text message: when you have earned a reward, are close to earning a reward or have a reward that will soon expire. To update your preferences, email address or mobile phone number, simply log on to the your account.

Other Questions

Q: I have other questions and need more help.
A: You may give us a call at 1-800-306-9309 or click here to fill out our customer care form and we'll get back to you as soon as possible.