Frequently Asked Questions

Top Questions
Models Wanted
Refund, Return, Policies
SHIP2HOME
Rack Room Gives
About Rack Room Shoes
Privacy, Security and Web Info
Other Questions

 

Top Questions

Q: How can I become a Model for Rack Room Shoes?
A: We are looking for new models to be featured in our 2015 Advertising Campaigns. This is an exclusive opportunity for Rewards members ONLY! We are accepting applications beginning August 1st via our website with the entry period ending on October 31st. Applications will be accepted online ONLY!! Winning applications receive a professional photo shoot (including travel, meals and lodging), a DVD of selected images and a Rack Room Shoes gift card for each participant.
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 are looking for new models to be featured in our 2015 Advertising Campaigns. This is an exclusive opportunity for Rewards members ONLY! We are accepting applications beginning August 1st via our website with the entry period ending on October 31st. Applications will be accepted online ONLY!! Winning applications receive a professional photo shoot (including travel, meals and lodging), a DVD of selected images and a Rack Room Shoes gift card for each participant.
Q: When and where can I submit my application to be a Model for Rack Room Shoes?
A: Please visit http://rackroomshoes.com/ and click on the Models Wanted 2015 banner. All applicants must be a Rack Room Shoes Rewards member. Applications for our 2015 Advertising Campaigns are being accepted August 1st through October 31st. ALL applications will be accepted online ONLY!!
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

- To return your item(s) by mail, contact us at customercare@rackroom.com
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: Please take the following steps to locate the delivered package:
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: Can I pay for an alternate shipping method?
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 are The Rack Room Shoes Headquarters?
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: While some areas of the country experience seasonal employment due to both weather and tourism; we currently have approximately 4,300 employees.
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.

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.