Rack Room Shoes

FAQ

General Questions

 

How do I track my order?

Once your order is processed you will receive an email confirmation with your order number. Click here to check the status, login in to your account to view all past and current orders, or download our easy to use mobile app.

What forms of payment do you accept?

We accept Visa, MasterCard, Discover, American Express and Rack Room Shoes gift cards.

How do I use a coupon or promotion code?

Coupons and promotions can be applied during checkout. Some of our codes are available for in store or online use only. Be sure to check the offer details to verify the terms and conditions.

What is your gift card policy?

Gift cards can be used to make purchases online or at any store location. Rack Room shoes is not responsible for lost or stolen cards and are not redeemable for cash. You may check your gift card balance here.

Do you offer price adjustments?

Yes, within 10 days from the original purchase date. You must present your original receipt to receive an adjustment. Our policy does not apply to flash sales or special promotions.

What are the Customer Service hours of operation?

One of our Brand Care Specialist is available for chat or by phone at (800)306.9309 anytime during the following hours:

  • Monday - Friday: 9am - 10pm EST
  • Saturday: 10am - 8pm EST
  • Sunday: 12pm - 8pm EST

Or contact us via email here and we'll get back to you within 24 hours.

Shipping Questions

 

What shipping methods do you offer?

We currently offer three FedEx shipping options:

  • SmartPost - $5.99 - (7-10 Business Days)
  • Standard Ground - $7.99 (5-7 Business Days)
  • Expedited - $12.99 (Estimated 2-3 Business Days)

*Overnight shipping is currently not available.

Does Rack Room Shoes ship internationally?

We currently only ship within the continental United States.

When will my order ship?

The majority of orders placed before 12pm EST will ship the same business day.

Can I ship to a P.O. Box or military APO/FPO?

Yes, to ship to a P.O. Box or military APO/FPO you must select the Economy - SmartPost shipping option.

Return & Exchange Questions

 

How do I return or exchange in store merchandise?

  • Unworn merchandise must be returned within 60 days from the purchase date, with original packaging, box and receipt.
  • If you do not have a receipt, a Rack Room Shoes gift card will be offered for the current selling price or a merchandise exchange.
  • You will receive a refund via your original form of payment.
  • Please allow 1-2 billing cycles for credit card refunds to appear.
  • Check purchases must wait 7 business days for a cash refund.
  • No refunds or exchanges will be given on worn merchandise.
  • Items purchased at a Rack Room Shoes store may not be returned to rackroomshoes.com

How do I return or exchange online merchandise?

  • You may return online merchandise within 60 days by mail or at any Rack Room Shoes location for an immediate credit or exchange.
  • Exchanges are only available at a Rack Room Shoes store location.
  • Merchandise must be unworn, include original packaging and box.
  • It may take up to 14 days to process the return and 2 billing cycles to reflect the credit to the original form of payment.
  • We recommend you insure or send your package through a traceable shipping method. To return by mail complete the Return Form section of your invoice and send unworn merchandise with original box to:
    Rack Room Shoes
    Attention: Returns Processing – 9101
    440 Joe Tamplin Industrial Blvd.
    Macon, GA 31217

If I return my purchase do I get my Rack Room Shoes Rewards back?

Sorry, we cannot refund Rack Room Shoes Rewards at this time. For more information visit our Rewards page.

Rack Room Rewards Questions

 

How do I sign up and get my Rack Room Shoes Rewards?

You must be 13 years of age to be a Rack Room Rewards account holder and can sign up here. Your Rewards are preloaded to your account and can be checked by logging into your account and through our app. For more information on our Rewards program click here.

I signed up for Rack Room Shoes Rewards in store how do I create an account?

If you signed up in store, you can either click here to finish setting up your account or download our mobile app to start tracking your rewards.

Why am I not receiving my Rack Room Shoes Rewards?

Verify that we have your correct email address and/or mobile phone number on file by logging into your account. If your information is accurate and you’re still not receiving Rewards please contact us.

Can my expired Rack Room Shoes Rewards be reissued?

Sorry we do not reissue expired Rewards. Your $15 Reward is valid for three months (90 days) from the date it’s issued.

Do my qualifying purchases ever expire?

Qualifying purchases will expire one year after the date they are purchased.

I forgot to tell the cashier that I’m a Rack Room Shoes Rewards member, can I still add the qualifying purchases to my account?

After 24 hours you can add your qualifying purchases by logging into your loyalty account and going to the Add Transaction page. From there, simply fill out the fields using the transaction information found on your receipt.

I have more than one Rack Room Shoes Rewards account in my name, can they be combined?

Yes you can, please contact us by email to combine your accounts.

Email/Text Communication Questions

 

How do I change my communication preferences or account information?

Simply update your information or preferences through our app, logging into your account or contacting us.

How do I opt out of receiving texts and email?

You can hit the unsubscribe link at the bottom of our emails to opt out. To stop receiving text messages simply text STOP to 77550.

Mobile App

 

How do I redeem my Rack Room Shoes Rewards in the mobile app?

Just login and start shopping! Once you’ve added items to your cart, you’ll see available Rewards on the cart page that you can choose to apply to your order.

Can I use more than one Rack Room Shoes Reward on an order?

Yes! You can use as many Rewards that you have active.

Do I need to be a Rack Room Shoes Rewards member to use the mobile app?

No, you do not need to be a member to shop, use the Store Locator or visit Customer Service features. The benefits of being a Rack Room Shoes Rewards member gives you access to your Order History, Rewards tracking, Account Management and line priority to Customer Service Chat.

How do I sign in if I already have an account?

If you already have an online account, simply enter your email or phone number on the Sign In screen to login.

If you signed up for a Rack Room Shoes Rewards account in one of our stores, but haven’t online or in the app, just enter the email address or phone number associated with your account in the Sign Up In Store? Field. Once you’ve entered in your information, click Finish Signing Up to get access!