Rack Room Rewards
Returns & Exchanges
Email & Text
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.
There are currently two ways to qualify for free shipping:
- 1. Your cart total, including promotions and discounts, is $65.00 or more.
- 2. Shop during a special event that advertises free shipping for all orders.
Free Economy Shipping (estimated arrival, 7-10 business days) is automatically applied to qualified orders.
You can upgrade to faster shipping methods with respective fees.
We currently offer three FedEx shipping options:
- Economy - $6.99 (7-10 Business Days)
- Standard Ground - $8.99 (5-7 Business Days)
- Expedited - $15.99 (Estimated 2-3 Business Days)
Yes, to ship to a P.O. Box or military APO/FPO you must select the Economy - SmartPost shipping option and follow these directions:
- Include the service member's full name
- Include the unit and box (where applicable) in the Address 1 field
- Enter the 5 digit APO/FPO/DPO code in the Zip Code field
- Enter APO or FPO or DPO in the City field ( APO stands for Army Post Office. FPO stands for Fleet Post Offce. DPO stands for Diplomatic Post Office.)
- Select AA, AE or AP from the State drop down ( AA is used for armed forces in the Americas excluding Canada. AE is used for Europe, the Middle East, Africa, and Canada. AP is used for the Pacific.)
Rack Room Rewards
Returns & Exchanges
- 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.
- Returns from the "Buy one get one" sales: 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, in store only.
- 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
- You may return online merchandise within 60 days to any Rack Room Shoes location for credit or exchange, or by mail for credit .
- Exchanges are only available at a Rack Room Shoes store location.
Simply mail the unworn merchandise in its original packaging along with the shipping invoice to our Returns Processing Center. It may take up to 10 business days to process the return and 3 – 10 business days to reflect the credit to the original form of payment. Rack Room Shoes is not responsible for the merchandise until it has been received by our Returns Processing Center. C.O.D. packages will not be accepted. We recommend insuring and/or sending merchandise through a traceable shipping method. Exchanges are available in-store only.
- Fill out the Return Form section of the shipping invoice
- Enter the reason code next to the product being returned.
- Complete Special Instructions if returning a gift or a purchase paid by gift card.
- Place the unworn merchandise back in the original box along with the completed invoice.
The warehouse will inspect merchandise and reserves the right to reject the return. Returned items are not considered damaged unless the merchandise is damaged. A return email confirmation will be sent when the refund has been processed. It may take an additional 3 – 10 business days after the credit is applied for it to post, depending on the credit card company.
Rack Room Shoes
Attention: Returns Processing - 9110
8310 Technology Drive
Charlotte, NC 28262
If you have further questions please refer to our Shipping, Returns & Exchanges page.