I didn't receive a confirmation email, did my order go through?
In some instances order confirmations can be delayed, and often end up being marked as email spam. As long as you received an order number as part of your checkout, then your order has gone through. Make sure to save your order number for your records.
I didn't receive a tracking number, when should I expect it?
You should receive a shipping confirmation email within 3-5 days of your purchase, this can be longer during times of extreme volume. If you don't have it, it's possible that it got sent to your spam folder. Domestic and International emails will come from firstname.lastname@example.org.
My shipped package didn't contain all of the items that I ordered. Where is the rest?
All orders are fulfilled from a FRESH RAGS retail location or warehouse. Due to the size and quantity of your order, you may receive two separate packages with two different tracking numbers.
Which countries do you ship to?
We currently ship to most countries outside the US; if you are unsure if we will be able to ship to your location and would like confirmation please Contact Us.
I'm from a country outside of the U.S. What is my footwear size in U.S. measurements?
For international size conversions, please follow this link here.
Why was my credit card charged multiple times?
When you complete a checkout, your credit card company puts an Authorization for the order amount on your card. This money has not been paid to FRESH RAGS, rather your card company has put a hold on it for you while you check out. If your address information then fails to validate (maybe your shipping and billing addresses aren't the same), then your payment will be declined. Your credit card company will release the Authorization between 2-4 business days after it is made depending on your bank. If you attempt to checkout multiple times, your card will be Authorized multiple times.
I just placed an order, can I cancel it?
Unfortunately, we are unable to cancel orders once your order has been submitted.
I made two orders today. Can you combine them into one and refund the balance?
Unfortunately, due to volume, we are unable to combine shipments on multiple orders.
Why isn't my order showing up on the tracking page?
Orders that haven't been shipped or scanned by USPS won't show up on the tracking page. Please allow 3-5 business days for this information to appear.
Tracking is telling me my label has been created, but it's not telling me where it is? Why is this?
This means one of two things: It is being processed currently or USPS missed the initial scan when they picked up your order. Tracking will be updated as soon as USPS scans the shipment.
Can I change the address that my order is shipped to? Can I pick it up at a UPS store?
No, FRESH RAGS only ships to the customer's billing address and cannot be rerouted to a local store. No exceptions. If you entered the wrong city, but your zip code is correct, USPS will auto-correct this.
I placed an online order, can I come pick it up at the store?
Unfortunately, we can not allow the customer to come pick up their web order in store.
I emailed customer service, how long will it take them to respond?
Please expect a response within 24-48 hours from our representatives. Please allow more time during highly anticipated releases.
I just received my online order. Can I return it for a full refund?
No. To make the process as easy as possible for you, FRESH RAGS returns are now powered by Returnly. We offer an instantaneously generated store credit, minus a $12 shipping fee, for online returns. This credit can only be used online, not in either of our physical locations. Please refer to our Return/Exchange Policy, located within our Terms & Conditions. If you need to make a return, simply click the link here and follow the instructions on the page.
Can I exchange my item for a higher priced item if I pay the difference?
No. Exchanges are only for items of equal and lesser value. If the exchange is of lesser value, we will provide an online credit for the difference.
Can I use my online credit for a phone/email order?
No. Online credits must be used for web purchases only.
These questions didn't help. Who should I contact?
If the above questions don't help, please contact customer service here: Contact Us