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Buy Online, Free In-Store or Curbside Pickup

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Store to door

Can’t find your size in store? See store associate. We’ll ship it FREE to your door!
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Find more styles 24/7 on rackroomshoes.com.
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Buy Online, Free In-Store or Curbside Pickup

How does Free In-Store Pickup work?
Free In-Store Pickup is offered for most products and is subject to availability.

1. On the product page select your select size (if applicable). If the selected item and size is available for pickup, you will be able to then click the "Pick Up In-Store" button that will open a store search box to select a pickup location.
2. Enter a zip code or search by your location. Select a store location from the list and click the "Pick Up In-Store" button to add to your cart.
3. Once your order is placed, you’ll get an order confirmation email.
4. When your item(s) are ready to be picked up, you’ll receive another email with a 9-digit passcode.
5. You’ll need this passcode when you pick up your order. If your item(s) are unavailable for pickup at the store, you’ll receive a cancellation email.
How does Curbside Pickup work?
Select stores 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
If my selections are available at different stores, can I pick up at multiple locations?
Yes, you can! Our Free In-Store Pickup feature allows you to place an order online and choose different store pickup locations in one simple transaction. You will get a chance to review your order and decide what’s easiest for you during checkout. Should you select more than one pickup location, each store order will have its own unique barcode with a passcode.
What if I don’t receive a confirmation email?
Please check your email’s spam and/or junk mail folder. Log into your profile and verify you entered the correct email when you signed up. If you're using Gmail, check your Promotions tab.
When can I pick up my order?
It can take approximately 2-4 hours for your order to be ready. Once you receive your barcode with a passcode through email, your items will be ready for pickup! 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.
Who do I contact with questions regarding my Free In-Store Pickup order?
Please contact us via Live Chat, Email or call us at 1-800-306-9309.
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 barcode with a passcode you received in your ready-to-pickup email
If I can’t make it to the store, can someone else pick up my item(s) for me?
Yes, anyone with the barcode with a passcode you received in your ready-to-pickup email may pick up your order.
How long do I have to pick up my item(s) at a store?
You have 7 calendar days from when your order was accepted to pick up your order. Your item(s) will be cancelled on the 8th day if you do not pick up, and you will not be charged.
What are the regular business hours at my store?
You can Click Here to find hours for your store. You can also look for the selected store’s hours in your ready-to-pickup email.
Can I place a Free In-Store Pickup order for a store out of state?
Yes! You can place an order at any store that offers Free In-Store Pickup. The seven day pick-up window will still apply.
How will sales tax be calculated on my Free In-Store or Curbside Pickup order?
Your sales tax will be determined by the store’s location. If you also selected an item to be shipped in the same order, it will be determined by the delivery address.
How do I cancel a Free In-Store Pickup or Curbside order?
If you need to make changes after you place your order, call the store directly using the information provided in your confirmation email.
When will I be charged for my Free In-Store or Curbside Pickup order?
You will not be charged until all item(s) in their order have been either been picked up or shipped.
What item(s) are eligible for Free In-Store Pickup?
Most footwear qualifies for Free In-Store Pickup. Currently, accessories are not eligible for Free In-Store Pickup.
How do I sign up and earn Rewards?
You can sign up for the Rewards program, it's fast & easy! Earn 1 point for every $1 spent. 200 points = $15 Reward. Plus, enjoy exclusive bonus points, offers and savings in addition to your birthday Reward! Must be at least 13 years old to join. Rewards Points are automatically added to your account. For more information about the Rewards program.

Store to Door

How does Store to Door work?
While shopping in-store if you can’t find your size, see a store associate. If your size is available in another location, we’ll ship it from our store to your door… for FREE!

Online

How can I get free shipping?

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.

What shipping methods do you offer?

We currently offer three FedEx shipping options:

  • Economy - $6.99 (7-10 Business Days)
  • Standard Ground - $8.99 (5-7 Business Days)
  • Expedited - $19.99 (Estimated 2-3 Business Days)
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 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.
  • 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
How do I return or exchange online merchandise?
1. You may return online merchandise within 60 days to any Rack Room Shoes location for credit or exchange, or by mail for credit . The store 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.

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

2. 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.

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.


Send To:
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.
How do I return a "Buy One Get One 50% Off" item?
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.
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

Mobile App

Download the FREE App now.

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*App Store is a trademark of Apple Inc., registered in the U.S. and other countries. Android is a trademark of Google Inc.

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 Rewards 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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