FAQ

Why is my coupon code not working?
Generally, coupons are not compatible with full price products. For detailed information regarding coupons, please see our promotions terms & exclusions page here.
 
Where's My Order?
Online orders that are placed during the week take 48-72 business hours to process. Weekend orders may take an additional 24-48 hours. You will receive a shipping notification via email when your order has shipped. 
If you were logged into your JackRabbit.com account when you placed your order, you can check the status of your order at any time by logging into your account, viewing your account summary, and looking at your order history. 
 
If your order has been processing for more than 72 business hours, we would be happy to dig in. We recommend emailing our team at service@jackrabbit.com Monday - Friday with your order # for this request. There are a few different reasons your order could still be processing after 72 hours: 
 
1. The item you ordered is out of stock in one or more of our fulfillment locations. We do our best to re-route orders to fulfillment locations with inventory on-hand. This re-routing process can add to the processing time for your order. 
2.  A technical issue during checkout prevented your order from being routed to a fulfillment location. Our team can easily get your order back en route if we find this to be true
 
Why Did I Only Receive Part Of My Order?
We have multiple fulfillment locations across the company. If you ordered more than 1 item, it's possible that your items may ship from different locations. While we make every effort to consolidate your shipments into one package, we sometimes need to split shipments. The shipping notification you receive via email will tell you which item(s) is on the way. 
 
Do I need to bring my old shoes to get fit for new ones?
Not necessarily.  If you're new to our shoe fitting process, we will start you at the beginning with one of our test shoes.  If you're looking to get exactly what you had, and you aren't quite sure what the make and model are, go ahead and bring them along, so we can find you the closest match.  If you're in our rewards program, no need to bring them.  We can look up exactly what you got and when you got it.
 
What happens if I change my mind about my new shoes?
We know that sometimes it's hard to know in the store if a shoe is going to still feel good after a few miles.  We recommend doing your first run either on pavement or on a treadmill to keep them clean.  If it doesn't feel quite right, come on back in.  As long as there is minimal wear, we can provide you with a store credit within 30 days of purchase.  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.
 
I'm not a runner. Can you still fit me for shoes?
Of course!  We're always glad to help you find the right shoes for whatever activity you need them for.  Running shoes make great walking and everyday shoes.  If you're not using them for running, it may change the questions we ask and a little bit of the process, but we're always happy to help you navigate the world of shoes and find what works best for you.
 
Can I return clothing?
We will accept clothing returns as long as the clothing item is unworn/in original condition, has the tags still attached, and within 30 days of purchase. 
 
I'm looking to train for a race or triathlon. Do you offer training programs?
Absolutely, we have expert coaching staff on hand who'd love to help you accomplish your fitness goals and get you to the finish line feeling your best.  For a complete list of training programs offered and more details, see our Training Programs page. 
 
Can I use both a Discount Code and Run Reward Points?
No, these offers cannot be combined. To be able to keep offering you top of the line product and expertise coaching, we only allow customers to use either run rewards or a discount code per order. The benefit is, even if you use a discount code, it still gets you one step closer to a Run Reward!
 
Can my Run Rewards points be redeemed towards a technology purchase?
Yes, but online only.
 
Can I use my loyalty points to purchase a gift card?
Points cannot be used towards gift card purchases.