Delays in Processing and Shipping Orders due to COVID-19
Delays in Processing and Shipping Orders due to COVID-19
To our JackRabbit Community:
The past couple of months have been challenging for many reasons and we want to say thank you for your support and patience during this difficult time. We’ve continued to prioritize the health and safety of our staff and community, but we know that has caused frustration with your orders and we’d like to apologize for the delay and fill you in on what is happening. As the Shelter in Place orders was put in place across the US, our retail locations were closed in accordance with state mandates. In the face of the pandemic, it was and continues to be first and foremost our responsibility to keep our communities, staff, and customers safe.
At the same time, with stores closed US customers were, for the main part, shopping online. As a result, we experienced a significant increase in online orders. The distribution of these orders is dependent upon our stores which are also our key distribution centers around the US. We have had to adapt and adapt quickly. We are currently operating at much less capacity in all locations, slowing down the speed at which we can process orders. Due to the increased online demand and distribution changes, we appreciate there have been delays. As a result, we have been working at the highest capacity possible to ensure we are safely processing and delivering orders. Our teams are working exceptionally hard every day to work towards getting back on track with orders, responding to customer inquiries, return requests all with the goal of getting runners back out there.
If you have an open order with JackRabbit, what is the best way to contact us?
We encourage you to email or use live chats. We assure you, we see every email and will respond. It just might take more time than we are all used to. In an attempt to try and help answer your questions we’ve included a culmination of FAQ below.
The entire team at JackRabbit is grateful for your business and we are grateful for runners. We are navigating this experience together and we appreciate your patience. Not only are we adjusting to the current situation, but we are also planning towards what the new normal might look like. What is certain are the continued benefits of running on so many levels. We will continue to run in whatever manner is appropriate to join our tribe of putting one foot in front of another. Thank you for your continued patience and may we run together - be it virtually, in spirit, or in parallel - for many years to come.
As mentioned above, our stores and our fulfillment centers are not able to operate at full capacity which is delaying some order processing times. In addition, JackRabbit.com orders are shipped via UPS or FedEx who are also experiencing delivery delays. Please allow 10-14 days from the time you order. You can always track your items with the tracking number in the shipment confirmation email on the FedEx or UPS website. If you missed the email, you can view the tracking information on JackRabbit.com. Just log into your account, go to your Run Rewards summary and scroll down until you see your previous orders. Click on “view order” and find the link that says “track your order” to locate shipping information. Product availability will determine when items in an order will ship. Orders with more than one item may be shipped from separate fulfilling locations so you can get all your items as swiftly as possible. The delivery time for your order is based on the time it takes to process and pick your order in the warehouse PLUS the UPS transit time. Estimated shipping timeframes shown in checkout are just that...estimates. Please note: We are not currently shipping to PO Boxes, APO, FPO addresses.
Are JackRabbit Stores open?
Yes, 35 of our doors are open and you can find a list of those stores + all the precautions we are taking to keep our staff and customers safe here.
Does JackRabbit still have a customer care team available to service customers?
Yes, we do, but due to the high volume of orders and inquiries, our team is behind on responses. Please note that it may be a few days before we can get to your request.
What is the JackRabbit Return Policy?
We want you to be completely satisfied with your purchase and stand behind the products and services we provide. We’ve extended our return policy due to Covid-19 with that in mind. Our merchandise can be returned to us within 60 days from the date of the original purchase for a full refund.
To return merchandise, you may bring it back to any of our open store locations or mail it to the following address with the return slip that was included in your original shipment:
JackRabbit ATTN: Online Returns 2500 E. 1st Ave, Unit C West Denver, CO 80206
Please include your original receipt with the merchandise you are returning. All returns will require customer name, phone number, or email address, which can be filled out on the return slip. Footwear, Apparel, and Electronics should be sellable and have original boxes/packaging/tags. Unfortunately, we cannot return underwear, nutrition, and magazines. Refunds for returns made without a receipt will take the form of a store credit assigned to a customer account. We do not pay for return shipping, however, your initial shipping cost (if incurred) will be refunded. We highly recommend you insure the package as we cannot be responsible for returns lost in transit. As soon as we receive your returned item, a refund will be issued to your original method of payment. Please note that it may take 4-5 business days for the package to arrive back to us, plus up to another 7 business days for the refund to appear on your statement.
The easiest and fastest way for the exchange process to occur is to send back your original order and order again or come to your local store to make the exchange. We are happy to send you a shipping label for the exchange of merchandise that is defective or incorrectly sent item (i.e. size/color). Once we receive your merchandise, we will send out a replacement item. Please allow 7 business days once the item has been received at our facility for the exchange to be processed. You can also exchange items at any of our open store locations or store locations offering curbside.
Due to COVID-19, we are experiencing manufacturer and distribution delays. Therefore we may be temporarily out of stock on items that we aren’t normally out of. Please be patient with us as we are re-stocking as quickly as possible, but we are receiving goods to replenish our inventory on a slower cadence.
We love to offer our customers occasional special promotions and coupons for our online and in-store customers. That said, there are a few things to note if you are taking advantage of these offers:
• Offers are for a limited time only. In no event will an offer extend beyond the expiration date, nor is the offer guaranteed to remain in place until the expiration date.
• Offers are not valid on gift cards, taxes, team sales, returns, or exchanges. Discount will be taken on eligible products only.
• Select styles are excluded from coupons across these brands such as Adidas, ASICS, Brooks, Mizuno, New Balance, HOKA, Saucony, Nike, Under Armour, Garmin, Salomon, and Roll Recovery. Select styles of electronics and accessories are also excluded
• Promotions cannot be combined with any other offer, coupon, or group discount. Promotions are run for a limited time, and we reserve the right to modify or terminate the promotion at any time without advance notice.
• Unless otherwise stated, coupons can not be applied to sale items. Discounts will not be extended toward any previous purchases or subsequent exchanges. Discounted amounts will not, in any event, be refunded.
• Coupons used to redeem offer in-store must be surrendered to sales associates at the time of in-store redemption.
• Limit one coupon redemption per customer per day.
• JackRabbit reserves the right to cancel orders at any time based on our discretion.