journeys

General

How can I tell if my UGG® boots are real?

Journeys, Journeys Kidz and Shi by Journeys sell authentic UGG® Australia products. Depending on when your product was manufactured, there are a couple of ways to ensure the authenticity of your product.

Product manufactured from the Fall 2010 up to Fall 2012 comes with two-layers of security: contained in a reflective security label and/or security sticker, allowing you to instantly authenticate genuine UGG® Australia products. Simply locate the reflective security sticker on the outside of your shoebox. The sticker is embedded with two distinct features.

1.  To view the first feature, turn the sticker 90º and make sure the sun logos change from black to white on the reflective strip. Second, look at the same sticker's reflective strip, turn it at an acute angle and verify that the UGG logo appears on the strip with some color reflecting.

2.  If both security features perform as described, then you have an authentic UGG® Australia product.

If your product has a sewn in material content label it will also have a security label sewn in behind the label on the left boot or shoe and will work in the same manner as the sticker (note: if there is no sewn in label, a security sticker will be on the outsole of the left shoe).

Update:

Beginning Fall 2012, UGG® Australia has added a new security label (behind the sewn in label of the boot or shoe) and a box sticker to help ensure that your new product is authentic.  The security feature utilizes "rolling optics".  Turn the label or sticker and you should see the UGG® logo rolling over the suns with an optical illusion of depth (3D).

If you receive any UGG® Australia product from Journeys that does not meet the features above, contact Customer Service immediately at 1-888-324-6356.



Is Journeys available in Spanish?

For your convenience, Journeys.com is now available is Spanish.  To access, just click the "espanol" link at the top of the page.  Please note that the site is translated into a Universal Spanish and may not read perfectly for any specific dialect.  This was done intentionally so that every Spanish-speaking visitor will be able to read and understand the content on the site.  

For Customer Service in Spanish, please call 1-866-322-9099 from 9am to 6pm CST. 


Does Journeys have an affiliate marketing program?

Yes. Journeys' affiliate marketing program is run by the Commission Junction Affiliate Network. We welcome you to visit their website at http://www.cj.com for further information.

Are some of the brands sized differently?

Yes, we have different brands that are sized differently then others. Please click on the brand that you want to order to figure out what size that you should wear.

What is the return policy for online purchases?

We allow all unworn merchandise in it's original packaging to be returned for a full refund excluding shipping charges. We also allow all unworn merchandise in its original packaging to be returned for exchange and we will not charge you any shipping charge to get the new merchandise back to you.

For online purchases, you will have a return label. The label is NOT prepaid. You can mail the merchandise back to us any way that you choose.

On the back of the invoice in the package, there is a return form for you to fill out letting us know if you want an exchange or refund for the merchandise.

Please allow 4-6 weeks for us to receive the merchandise, process the return and for you to receive the merchandise back or a refund to your card.

We also allow you to return or exchange unworn merchandise back to our stores as long as the store has carried that item.

exceptions:

direct from manufacturer/PAYPAL & BILL ME LATER returns and exchanges

Journeys retail stores CANNOT accept items that shipped directly from the manufacturer or that were purchased using Bill Me Later or PayPal account.  You may return these items in their original packaging by using the provided Return Shipping Label found in your order for an exchange or refund within 30 days of purchase. Refunds will be issued in the original form of payment. Shipping charges are not refundable. However, if you choose to exchange an item you will not be charged additional shipping and handling. Exchanges will be sent UPS Ground.
We guarantee all products against manufacturers' defects for 30 days.
We reserve the right to determine whether merchandise is defective and to repair or replace defective merchandise if necessary. We will not accept returns on merchandise not in its original packaging.


What are your Gift Card Terms and Conditions?

We offer Physical and Virtual (emailable) Journeys Zap Cards. We have 5 different values ($10, $25, $50, $75 and $100) that you can choose. You may redeem your Zap card online, in stores or by phone at 1-888-324-6356. They can additionally be used for catalog purchases.

Physical cards are redeemable online and at any of our 800+ Journeys stores throughout the nation. Physical cards are sent only via U.S. mail to you or your designated Ship To recipient. Free Shipping offers exclude the purchase of online gift cards unless otherwise specified.  Shipping charges for physical cards are $4.50 via USPS.

Virtual cards are redeemable online and at any of our 800+ Journeys stores throughout the nation. Virtual cards do not incur shipping charges.  Free Shipping offers exclude the purchase of online gift cards unless otherwise specified.

TERMS AND CONDITIONS:

• Physical or Virtual cards cannot be redeemed for Cash or applied to Credit Card balances.

• Physical or Virtual cards will not be replaced if lost or stolen.

• No variance from these terms  will be allowed except in such States that require redemption for cash.



How do Virtual (Emailable) Gift Cards work?

Virtual (Emailable) Gift Cards are gift cards where Journeys emails the gift card and pin number to you or your designated recipient.  You will not receive a physical card in the mail.  After placing your order, we'll send an email to your Virtual Gift Card recipient with the gift card number and a separate email with the pin number.  From there, the Virtual Gift Card is ready for use!  Gift card and pin numbers will be received by the end of the next business day.  

In order to redeem a Virtual Gift Card, the recipient will need to enter the card and pin number found in the emails received into the appropriate fields during checkout.



Can I redeem my Journeys gift card online?

You can redeem Journeys Zap Cards (or gift cards) online. Up to 4 (four) gift cards may be redeemed at one time. You will be prompted to enter your 16 (sixteen) digit card number and your pin number at time of checkout.  If you are redeeming a Virtual Zap Card, you will need to enter the 16 digit "card" number and pin number you received in 2 separate emails.

How can I try on some of the products before I buy them?

We have over 850 stores in the 50 US states and we also have some in Puerto Rico. Please visit our Store Locator to find the closest one to you.

Is it safe to shop online using my credit card?

Journeys is a safe and secure website. We use the latest in internet security to make sure that we do not have intruders while you are placing your order.

If you still do not feel comfortable with placing your order online, we do have other options. You can contact our customer service department at 1.888.324.6356 or you can mail in an order with a check or money order to:

Journeys Customer Service
1415 Murfreesboro Road, STE 648
Nashville, TN 37217

How can I find a specific item online?

To search for a specific item online, you can use the style number or style name in our search box at the top of the page.

To search for a particular brand, select from girls/guys brands in the drop down boxes at the top of the screen.

How can I receive Journeys.com RSS Feeds?

Desktop software applications known as news readers or aggregators can collect, update and display RSS feeds from a wide variety of sources. A number of news readers are available for you to download, many at no cost. Other versions are Web and browser-based. News readers vary slightly in how they look and act, so you may find yourself testing several before settling on one. Google lists a number of news aggregators, none of which are associated with Journeys.com, that you can download and test in this List of News Aggregators.

To review the Terms of Service for our RSS feeds, please review the RSS section of our Privacy Policy.



Dr. Martens' shoe sizes run differently. What size would I wear?

We have taken care of this for you! Yes, we know Dr. Martens come in UK sizes, but you need to order you US size for our system. If you are unsure what size you wear in US sizes, but know what UK size you wear, consult our handy dandy Dr. Martens Size Chart for more information.

How do I measure my child's foot?

Just print this size chart out and place your child's feet against the black line.

Want more information about the Journeys Kidz Birthday Club?

How long does it take my for child's membership to become effective after I enroll them?
We must receive your completed registration at least 8 weeks before your child's birthday in order for them to receive their birthday card this year. For example, if we receive your completed registration request on December 15 and your child's birthday is August 15, they will not receive a birthday card until their birthday month of August.

How old does my child have to be in order to qualify?
The Journeys Kidz Birthday Club is for children up to 12 years of age.

I live outside of the United States, can I sign my child up for the Birthday Club?
No. Only US residents can register.

Can I complete registration forms for kids other than my own.
No. We need consent from the child's parent or legal guardian in order to complete any registration.

Can my child(ren) just complete and submit their own registration form?
No. You must be 18 years old or older and the parent or legal guardian of the child being registered in order to complete and submit a registration form.

Do I have to sign my child up every year to get their card?
No. Once registered, your child will receive their card every year, up through their 12th birthday.



I want stickers! How do I get them?

Drop by one of our retail stores and ask one of our employees for some stickers.  We apologize that we do not have any available at this time to mail to you.


Promo Codes

What is a promo code?

When we offer promotions with the holidays or with the catalog mail-outs, we will issue a promo code. A promo code is the same thing as a source code. Source codes are located on the back of your catalog or in the body of promotional emails we may send you. Source codes are necessary to redeem special offers that may be associated with a catalog or email. The code will need to be entered into the order before the discount or promotion can take effect.

Shipping

What does "This item will ship from the manufacturer mean"?

Certain items on our site are shipped directly from the manufacturer. Please allow up to three additional days for delivery. These items will ship UPS Ground and are not eligible for expedited shipping (overnight or 2nd day). Additionally, these items are not eligible to be returned to one of our retail locations. For return information, please follow the instructions found here.



How long will it take for me to receive my order?

When you submit your order, it can take a couple of hours to process it. We check and make sure that the item is available and that the information is correct.

Once the order is checked for that and we have confirmed all information, then we send the order to the warehouse to be shipped.

When the warehouse receives the order, then they will ship it out. This usually takes 7-10 business days. If you choose 2-3 day delivery, then you will receive the merchandise within 2-3 business days from the day that it ships out. Same with next business day delivery.

Please note that orders shipped to Puerto Rico can take 3-4 weeks for delivery.



What does Backordered or Will Ship From Store mean?

Will Ship From Store:  This status means that the product is currently not available in our warehouse, but is available in one of our stores.  We are unable to honor expedited shipping requests on products of this status because of the time it could take coordinate the fulfillment with our stores and UPS.

 

Backordered:  A backordered status means that the product is currently not in stock but is expected to be on the date displayed. 

 

If all of the product in your cart is either in a “Backordered” or “Will Ship From Store” status, the website will not allow you to choose an expedited shipping option since we cannot guarantee Overnight or 2 Day delivery of a product that is not in stock in our warehouse.



What shipping and sales tax is included in my purchase?

Sales tax applies to the state where the merchandise is being shipped. Since Journeys® is registered to conduct business throughout the United States, sales tax must be added to your order at your local sales tax rate, where applicable.

Our normal shipping method is via UPS ground. That means you should receive those funky shoes or accessories within 7-10 business days from the day we process your order. UPS will not deliver to P.O. or A.P.O. Boxes.
For UPS 2-3 Business Day Air delivery, add an additional $9.00. For UPS Next Business Day Air delivery, add an additional $18.00.

Journeys will ship to any US destination serviced by UPS within the 50 states. See below for International:

What if I don't live within the USA?

Journeys has teamed up with a trusted third-party company, International Checkout, to fulfill orders for our International customers. Simply put the items you wish to purchase in our Shopping Cart and choose the "International Checkout" option. Your items will be transferred to International Checkout for processing. You may pay by International credit card, PayPal or bank transfer. International Checkout will process your order, including billing, shipping and customer service. Once your order is completed, all inquiries should be directed to International Checkout at support@internationalcheckout.com



Ordering

How can I track my order?

a. Once you submit your order online or over the phone, we will issue a confirmation number. You can contact us via phone at 1.888.324.6356 or email us at journeysorders@genesco.com to find out the status of your order.

b. If you provide us with an email address, we will also inform you of your order through your email address. When your order is shipped, we will email you a confirmation with your tracking number and you can visit www.ups.com to track that package.

c. If you are unable to provide an email address, then we will drop you a letter in the mail with a confirmation and order update.

Can I cancel my order?

a. Unfortunately, once an order has been submitted we start processing it. There is only a few minute window when we can try and cancel the order. Please contact our customer service department to ask if the order can be canceled or changed.

b. When you receive your email confirmation about your order and it tells you that the item is on backorder, then you can contact our customer service department at 1.888.324.6356 and we can cancel or change your order. If the item has arrived early, the order cannot be changed or altered.

I saw a shoe in the store, but can't find it online or in the catalog. Help!

The website carries a certain amount of merchandise that the stores do not carry and the stores carry a certain amount of merchandise that the catalog and website do not carry. If the store does not have the size in a certain shoe that you want, you can see if they can special order that shoe from another store.

Will I be charged for taxes on my order?

We charge sales tax for the states that the shoes are being shipped to. We have over 850 stores in the 50 United States and are required to charge state sales taxes.

Can you special order sizes that you don't have available online?

Due to the minimum restrictions from all of our vendors, we are unable to special order any single sizes.

What payment methods are available?

We accept all major credit cards (Visa, MasterCard, American Express and Discover), PayPal and the Bill Me Later payment method.

We also accept checks or US money orders through the mail.

Journeys gift cards are also accepted in stores, by phone and online. We also accept Visa, Mastercard and American Express gift cards.

Why am I required to enter a Credit Card when I'm redeeming Journeys Zap Cards?

Since actual taxes are calculated after the order is processed, we ask for a credit card in the event that the gift card balance does not cover the final order price (we do not accept COD). If your state of residence does not charge sales tax and/or your gift card covers the order total, your credit card will not be charged.

Why does the it say that my cart empty after I know I put something in it?

This typically is the result of your browser having "cookies" turned off or your security settings set to "high".  Please check these settings.  If the problem persists, feel free to contact our call center at: 1-888-324-6356.

Can hackers get my credit card number?

Journeys accepts Visa, MasterCard, Discover and American Express. Are you worried about someone stealing your card number? We''ve taken care of that for you. The Journeys website offers secured as well as standard checkout.

If you have any hesitations about placing an order with us through our on-line system, visit one of our stores in the Unites States or call and order by phone at 1-888-324-6356. To find one near you, see our locations.

See Journeys Reviews at Bizrate.com
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