Customer Service

*Customer service hours of operation may vary at this time. We are encouraging customers to reach out via email for assistance. Please reach out to: [email protected]


You can call your local stores for assistance and concierge service. We encourage you to do this when possible for product questions as our customer service team may be experiencing extended wait times due to volume. Click here to learn more and see if your local store is participating.

Contact Information:

Online Customer Service:
Hours: Monday - Friday from 9AM - 6PM EST - Closed Saturday & Sunday
**Have a question about the status of your order? Read our "Where's My Order" FAQ below for more information.**

Returns and Exchanges

What is JackRabbit's Return Policy?

**UPDATE - due to the current situation, we are extending our return policy to 60 days for any purchase from March 16th through April 18th 2020.

We want you to be completely satisfied with your purchase and stand behind the products and service we provide. Our merchandise can be returned to us within 30 days from date of original purchase for a full refund. To return merchandise, you may bring it back to any of our store locations or mail it to the following address with the return slip that was included in your original shipment: 

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.

Can I Exchange An Item?


For exchange of merchandise that is defective or incorrectly sent item (i.e. size/color), please call 1-800-807-6179 or send the request via email at [email protected] We will send you a shipping label to use to send back the original item. Once we receive your merchandise, we will send out a replacement item. Please allow 3-5 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 store locations. 


How Much Does Shipping Cost?

All orders over $150 will receive free economy shipping. Your order must hit the $150 threshold after all coupons are applied or you will be charged the following shipping costs. 

Continental U.S. Shipping Information

Economy: $8.99

Ground: $9.99

Rush: $23.99

Express: $32.99


Alaska and Hawaii Shipping Information

Ground: $9.99


Additional Information About Shipping Rates

UPS Partners with the U.S. Postal Service to make Economy deliveries

Orders that are eligible for free shipping will be sent Economy

Economy deliveries may only be shipped to residential addresses per an agreement between UPS and the US Post Office (USPS). Select from Ground, Rush and Express delivery methods when shipping to commercial addresses.

Orders that are shipped via the Express or Rush delivery option are not guaranteed to be delivered within a day or two after the order is placed, rather the in-transit times will be faster than the normal U3-5 business days transit time through UPS Ground.

How Long Will It Take For Me To Get My Order?

All orders are shipped via United Parcel Service. 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. 

Delivery times can also vary depending on the final destination. Once we ship the items in your order, a shipment confirmation email with your UPS tracking number will hop into your inbox. You may use this tracking number at to monitor the order in-transit. The power is in your hands! 

Note: A business day is considered Monday through Friday, not including holidays. 

How Can I Ship To A Designated P.O. Box?

Based on agreements between the US Post Office (USPS) and UPS, UPS can deliver to USPS owned property via the Economy shipping method only. Why is this? You might have to ask them about it. Regardless, please remember to enter your PO Box in the Apt/Suite line on the shipping page so your order can get to you without delay.

Why Do Some Items In My Order Ship At Different Times?

We want to show you everything we've got, so our site displays an expanded inventory that can include items from our retail stores. If you order more than one item, it's possible your order will be shipped in multiple packages and from different locations. Shipping times for certain items may vary based on current inventory levels and if your order has items coming from multiple stores.

Can Items Be Shipped Internationally?

At this time, we are not able to ship products outside of the United States.

Why is my order showing a different price for shipping in cart than during checkout?

We love being able to offer you free shipping on orders above $150. Applying a coupon to an order that was originally above $150, may drive the total price below the free shipping threshold. When this occurs, shipping will then be re-applied to your order. In certain situations, the shipping charge may still show $0.00 on your screen. 


Why is my coupon code not working?

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 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 [email protected] 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 is, 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 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 retun 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?

No. :)