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Shipping Icon
Shipping, Returns & Exchanges
Buy Online, Pickup In-Store Icon
Buy Online, Free In-Store Pickup
Rewards Program Icon
Rewards Program
Email & Text Icon
Email & Text
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Mobile App


What are the Customer Service hours of operation?

A 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.

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 are able to accept:
  • Cash
  • Credit Cards (Visa, Mastercard, Discover, American Express)
  • Klarna (online only) learn more
  • Rack Room Shoes gift cards
We do not accept checks or money orders.
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 does “See Price in Cart” mean?
Rack Room Shoes is committed to offering your favorite brands at the best prices. Any shoe with “See Price in Cart” means we have priced the shoe lower than the manufacturer suggested retail price, so we are not allowed to display the price until it is in your cart. You can still remove the shoe from your cart if you decide not to purchase.

Shipping, Returns & Exchanges

How can I get free shipping?

There are currently three ways to qualify for free shipping:

  • 1.You are a logged in rewards member. Sign up now.
  • 2.Your cart total, including promotions and discounts, is $65.00 or more.
  • 3. 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.

What shipping methods do you offer?

We currently offer three FedEx shipping options:

  • Economy (7-10 Business Days) - $6.99
  • Standard Ground (5-7 Business Days) - $8.99
  • Expedited (Estimated 2-3 Business Days) - $19.99

One shipping method per order. Shipping methods can also be combined with free in-store pickup.

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 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.)
How can an item be returned in store?
  • 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" Sale: The purchase of two pairs 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.

Exchanges are only available at a Rack Room Shoes store location.

How can an item be returned by mail?
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.
  • Enter the reason next to the product being returned.
  • Place the unworn merchandise back in the original box along with the completed Return Form.
  • Attach the Shipping Label portion of the Return Form to the outside of the box and bring to your preferred shipping carrier.

Send to:
Rack Room Shoes
Attention: Returns Processing - 9110
8310 Technology Drive
Charlotte, NC 28262


Refund Process:
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.

If the purchase was made in store with a credit card, the refund will be processed to your original form of payment. Cash and gift card purchases will be refunded to a gift card that will be mailed to you.

Exchanges are only available at a Rack Room Shoes store location.

If you have further questions please refer to our Shipping, Returns & Exchanges page.
How do I return a "Buy One Get One Offer" item?
The purchase of two pairs 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.
If I return my purchase do I get my Rewards back?
Sorry, we cannot refund Rewards at this time. For more information visit our Rewards page

Buy Online, Free In-Store Pickup

How does it work?
  1. Shop on our website or in the app. Select a style, select a size, then click Find In Store. If your store is participating, you'll see a Pick Up In Store button for that store to add the item to your cart. (Check back often as we will be adding more stores every month!)
  2. Once you've placed your order, you will recieve a confirmation email (including a Passcode Number) when your items are ready to be picked up.
  3. Provide the store associate your Passcode (included in the confirmation email) when picking up the order.
Click Here to learn more about our Free In-Store Pickup service.
Do you offer curbside pickup?
Yes, select stores will offer curbside pickup. Curbside pickup is only available on select products based on availability.
To check if your item is available for curbside pickup, select your item and size.
The Curbside Pickup option will show “in stock” if it is available.
Add item to cart, and proceed with checkout.
You will receive a confirmation email when your order is ready for curbside pickup.
Pickup hours are 10-5 EST Mon.-Sat. and 12-5 EST on Sunday
When can I pick up my order?
It can take approximately 2-4 hours for your order to be ready. Once you receive an email with your Passcode number, you’re ready to pick up! If your order is placed less than 4 hours before the pickup store’s local closing time, the order will be prepared the following day, within 2-4 hours of store opening.
How do I pick up my order?
Go to your pickup location and tell a store associate you placed a Free In-Store Pickup order. All you need is the Passcode number you received in your confirmation email.
Does Buy One, Get One 50% Off apply to Free In-Store Pickup orders? (BOGO Free, In-store coupons, etc.)

Rewards Program

How do I sign up and get my Rewards?
You must be 13 years of age to be a 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 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 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 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 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 Claim Rewards section. From there, simply fill out the fields using the transaction information found on your receipt.
I have more than one Rewards account in my name, can they be combined?
Yes you can, please contact us by email to combine your accounts.

Email & Text

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 reply STOP.

Mobile App

How do I redeem my 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 Reward on an order?
Yes! You can use as many Rewards that you have active.
Do I need to be a 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 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 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!
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