Crocs FAQs
Customer Service Frequently Asked Questions
You can find answers below or contact our team to help you.
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Order Information and Tracking
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Order Information and Tracking
Choose from two ways to easily track your Crocs.com order.
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Option 1: Log in to track your order
- Visit Crocs.com and select ”Sign In” from the top navigation bar. Sign In.
- Enter your registered email address and password and click Sign In.
- Under Order History, select your order number.
- In the right column of the Order Details page, find Track Shipment and click the blue tracking number.
- Your tracking information will display with the estimated delivery date and package travel history.
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Option 2: Track with order number and name
- Click Order Status in the footer at the bottom of the home page. Order Status.
- Enter your order number and your billing last name. (Be sure to capitalize the CUS at the end of the number. For example: 00123456CUS.) Click Go.
- In the right column of the Order Details page, find Track Shipment and click the blue tracking number.
- Your tracking information will display with the estimated delivery date and package travel history.
Delayed Shipments?
Due to reduced staff and social distancing procedures for the health and safety of our employees, we are experiencing delays in fulfilling orders. Please note that it could take up to 10+ days for an order to ship from our warehouse.. We are working hard to ship as quickly as possible and we apologize for any inconvenience. You will receive your shipping confirmation email as soon as your order leaves our warehouse.
Need help?
Contact Customer Service at 1-866-306-3179 or by email.
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Changing Your Order
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Changing Your Order
Orders cannot be changed once they have been placed. If applicable, please cancel your order within 30 minutes of submitting the order or return the items and place a new order.
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Canceling Your Order
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Canceling Your Order
You may cancel an order within 30 minutes of submitting. Orders placed using Crocs Gift Cards cannot be cancelled. For information about refunds or exchanges, please see our return instructions.
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Online Cancellation Instructions
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Online Cancellation Instructions
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Registered Users: Sign In to view your order receipt.
Guests: Enter your order number and billing last name below.
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Click the "cancel this order" link marked in red. If you do not see the cancel link, your cancel window has expired. Please wait to receive your package and then follow the return instructions.
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Contacting Customer Service
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Contacting Customer Service
Our Customer Service team is happy to assist with questions you have about Crocs™ and our products. You can reach us in three convenient ways:
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Call us for help.
Contact us by phone to speak directly to one of our Customer Service representatives. Our phone number is 1-866-306-3179. -
Send us an email.
Contact us by sending an email to customerservice@crocs.com. One of our Customer Service team members will get back in touch with you within 48 hours. -
Chat live for fast assistance.
Connect with a Customer Service member via live chat during regular business hours.- From the bottom navigation bar, select
- Enter your name, email address, question and order number (if available) and click Chat Now.
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Sales Tax
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Sales Tax
Sales tax is calculated according to the ship-to address for orders placed on Crocs.com. If the ship-to state has a sales tax and no exemptions for footwear or clothing, sales tax will be applied at the full state/city/county and any other special district taxes.
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Payment Options
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Payment Options
We currently accept the following payment methods:
- Visa
- MasterCard
- American Express
- Discover
- JCB
- Crocs Gift Cards
- PayPal
- ApplePay
At this time we do not accept any other forms of payment.
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Crocs Gift Cards
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Crocs Gift Cards
Gift Card sales are temporarily suspended. We apologize for the inconvenience. Don't worry, if you have a gift card and want to shop, they are still redeemable on Crocs.com.
All purchased products that are unworn and unwashed have a 45 day return window from the order date.
For more information about Crocs Gift Cards, please see gift card terms.
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Crocs Coupon Information and Promotion Codes
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Crocs Coupon Information and Promotion Codes
Crocs™ coupon and promotional codes need to be applied in the cart prior to checking out. You can apply your coupon or promotional code in the "Promo or Coupon Code" field on the left side of the cart, under the list of shoes being ordered. Make sure to hit the apply button in order to ensure your coupon is applied appropriately. Once applied, you will see the price change in the cart.
Looking for a coupon code? See our latest offers.
We are not able to apply coupons once orders are placed. We do want you to enjoy your discount at Crocs.com and hope that you'll hold on to the coupon code for a future order. If your coupon code is valid for a short time, you can watch for new promotions and discounts by signing up for our newsletter.
** Please note that there may be an exclusions list for certain coupons or promotional codes. This information can be found after you apply the coupon. Under the pricing area, you will see your coupon applied with a details link next to it that will list any applicable exclusions for your convenience. **
Usually, if a coupon code isn't working, it's been entered incorrectly or has expired. Please check your coupon code for the following:
- Coupon codes are often case sensitive, so be sure you're entering it in the proper case. Also, double-check to ensure you're typing the numbers and letters in the correct order.
- Most coupon codes cannot be combined with other coupon codes or site offers and promotions.
- Your coupon code may have expired. If the coupon code has expired, you'll receive an "Expired Promo Code" error message under the coupon and promo code box.
- Some coupon codes are valid only on specific styles and will not work with non-qualifying styles. You can check coupon or promotional exclusions with the details link once the coupon is applied in your cart.
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Price Adjustments
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Price Adjustments
Yes, we price match! If an item you buy on our website drops in price within 14 days of your original purchase, we will honor the new online price at your request. The price adjustment will be issued with proof of purchase via a refund back onto your original form of payment.
This price match offer is only valid on purchases made on Crocs.com and we will only match prices listed on the Crocs website.
No refunds or store credit will be given for free items, only a coupon for your next order. Items marked “Final Sale” cannot be returned or exchanged and are not subject to price adjustments.
Crocs reserves the right to change this policy at any time.
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Product Warranty
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Limited Warranty
Crocs, Inc. (“Crocs”) warrants all of its Crocs™ products (the “Products”), purchased by consumers either directly from Crocs or from Crocs’ authorized resellers (including authorized retail and Internet-based sellers), to be free from manufacturing defects for 90 days from the date of purchase. This warranty does not extend to Products supplied/sold by unauthorized vendors, whether Internet-based or otherwise. This warranty does not apply to any defects in the Products arising from normal usage, fair wear and tear, damage by you, or any alteration or repair carried out without our approval.
Under no circumstances shall Crocs be liable for any special, incidental, or consequential damages based upon breach of this limited warranty, breach of contract or strict liability. Some States do not allow the exclusion or limitation of incidental or consequential damages, so the above limitation or exclusion may not apply to you. There are no warranties which extend beyond those indicated herein. Any implied warranties that may be applicable to the Products, including implied warranties of merchantability or fitness for a particular purpose, are limited in duration to the duration of this warranty. Some States do not allow limitations on how long an implied warranty lasts, so the above limitation may not apply to you.
If your Product develops a defect while under warranty, you should contact Crocs as indicated below, and any defective Product, at Crocs’ instruction, may be returned to the below address for an exchange or refund with receipt or proof of purchase. If you do not have a receipt or it is past the 90-day window, we cannot replace your item, but we would love to help you find a new pair. This warranty gives you specific legal rights, and you may also have other rights which vary from State to State.
Crocs, Inc.
ATTN: Customer Service
7477 East Dry Creek Parkway
Niwot, CO 80503 USA
Phone: 1-866-306-3179
Email: customerservice@crocs.com
Web: https://www.crocs.com/customer-service/contact-us.html
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Gift Exchange
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Gift Exchange
If you received Crocs as a gift, we'd be happy to exchange it if the product is unworn and doesn't quite work for you.
You can call us at 1-866-306-3179, email us to get a gift exchange set up. We will need to know the style of the footwear that you will be replacing, the reason for the exchange, and your email address. When your footwear is returned, we will be happy to send you a replacement pair.
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Returns
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Returns
RETURN POLICY
Item(s) are available for return once they have shipped.
You may return unworn and unwashed items free of charge within 45 days from the order date. Items that are beyond 45 days from that date will no longer be available for return.
Items marked "Final Sale" are not eligible for return or exchanged and are not subject to price adjustment.
Our returns take up to 10-14 business days to process after we receive the package. Please note that it may take additional time to post your account depending on your bank or financial institution.
If there is a quality issue with your item, click here for our warranty policy.
RETURNING ONLINE ORDERS
Want to return an online item? Have your order number and billing zip code ready and follow our simple step-by-step instructions.
Steps include:
- Letting us know the reason. No hard feelings!
- Choose your preferred shipping method:
- UPS Pre-paid Label: We'll provide a UPS specific prepaid shipping label and packing slip.
- Choose your own carrier: We'll provide you with a packing slip.
- Return in store: Find the nearest Crocs store and return in person.
- Review and print your return slip!
Please hold onto your tracking number for returning your package via mail. Crocs is not responsible return packages that are not received by our facility.
WHAT'S MY RETURN STATUS?
At this time, we are unable to process returns. Please check back later after we complete our maintenance. If you have any concerns, please reach out to our customer service agents.
Enter in your order number and billing last name below to view your return status.
Crocs reserves the right to change this Return Policy at any time.
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Crocs Online Return Policy
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Returns
RETURN POLICY
Item(s) are available for return once they have shipped.
You may return unworn and unwashed items within 45 days from the order date. Items that are beyond 45 days from that date will no longer be available for return.
Items marked "Final Sale" are not eligible for return or exchanged and are not subject to price adjustment.
After you mail your package, your refund should be processed within 10–14 business days. Please note that it may take additional time to post your account depending on your bank or financial institution.
If there is a quality issue with your item, click here for our warranty policy.
RETURNING ONLINE ORDERS
Want to return an online item? Have your order number and billing zip code ready and follow our simple step-by-step instructions.
Steps include:
- Letting us know the reason. No hard feelings!
- Choose your preferred shipping method:
- UPS Pre-paid Label: We'll provide a UPS specific prepaid shipping label and packing slip.
- Choose your own carrier: We'll provide you with a packing slip.
- Return in store: Find the nearest Crocs store and return in person.
- Review and print your return slip!
Please hold onto your tracking number for returning your package via mail. Crocs is not responsible return packages that are not received by our facility.
WHAT'S MY RETURN STATUS?
Enter in your order number and billing last name below to view your return status.
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Returning In Store
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Returning In Store
You may return your Crocs.com purchase from home or at an official Crocs-owned retail store. Items from Crocs.com orders may be returned to a Crocs store for up to $250 per order. Crocs-owned stores can only refund PayPal orders in the form of a Crocs gift card.
If you choose to take your return to a Crocs-owned retail store for an exchange, please call the store as stores may have different styles or sizes. For a complete list of Crocs Owned Stores click here.
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Credits & Refunds
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Credits & Refunds
After you mail your package, your refund should be processed within 10–14 business days. Please note that it may take additional time to post your account depending on your bank or financial institution.
Please note: We will deduct $7.50 from your refund if you use our mailing label. Or, if you prefer, you may pay to ship with a carrier of your choice.
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Replacement Parts
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Replacement Parts
We do not currently replace straps, rivets, or liners. If you believe there is a quality issue with your item, we will make it right. Items may be returned for an exchange or refund within 90 days with receipt or proof of purchase. If you do not have a receipt or it is past the 90-day window, we cannot replace your item, but we would love to help you find a new pair.
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Reporting Counterfeit or Fake Products
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Reporting Counterfeit or Fake Products
If you are unsure if a product you have seen or purchased is counterfeit, please contact us. Please have a picture of the product in question available. You can also visit www.crocs.com for pictures of our products
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Shipping Methods, Rates & Delivery Estimates
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Shipping Methods, Rates & Delivery Estimates
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Standard
- $4.99 flat rate or FREE on orders over $34.99 (not including taxes and after discounts) via UPS or USPS.
- Because of reduced staff and social distancing procedures for the health and safety of our employees, we’re seeing slight delays in order shipments. We are working hard to ship as quickly as possible, but please note that it could take up to 10+ days. You’ll receive your shipping confirmation email as soon as your order leaves our warehouse. Thank you for your patience!.
- Transit time varies from 1-5 days based on distance from Dayton, OH. Actual transit time will be stated during checkout.
- Delivery times to AK, HI, PO Boxes, PR, VI, or APO/FPO/DPO may take longer.
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Express
- $14.99 or orders up to $120. 12.5% of total order amount (not including taxes and after discounts) for orders $120 or greater. Orders ship via UPS.
- Because of reduced staff and social distancing procedures for the health and safety of our employees, we’re seeing slight delays in Express order shipments and can't guarantee next day delivery. Transit time will be one day from receipt of your shipping confirmation email.
- Add 1 business day for transit and final delivery.
- Not available to PO Boxes, PR, VI, or APO/FPO/DPO addresses.
- Saturday delivery is not available.
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Shipping Damage
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Shipping Damage
If you feel an item purchased at Crocs.com was damaged during shipping, please contact Customer Service for an exchange or refund within 90 days of arrival.
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Size Charts for Crocs
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Recycling Crocs Shoes
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Recycling Crocs Shoes
Crocs, Inc. and Soles4Souls have partnered to provide the opportunity to recycle your lightly worn Crocs shoes, so that they can be used in a "second life."
Once Soles4Souls receives your shoes, they will clean them and donate them to people who need shoes in impoverished nations around the world.
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Slip Resistance
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Slip Resistance
Certain Crocs™ shoes offer CrocsLock™ tread, which provides slip-resistance that meets or exceeds industry standards. Please note that while they are slip-resistant, they are not completely slip-proof. Please use general caution, as you would in any other shoe.
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What are Crocs molded clogs made of?
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What are Crocs molded clogs made of?
Crocs shoes made entirely of Croslite™ material do not contain latex. Crocs shoes that are not made entirely of Croslite™ material may contain other products within legal limits. See individual product pages for details.
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Locating Your Order Confirmation Number
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Locating your order confirmation number
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Caring for your Crocs
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Caring for your Crocs
Caring for your Crocs is easy. To keep your Crocs in good condition, you will want to avoid leaving them where they will be exposed to heat or sun, such as a dish washer, washing machine, or hot car, as this can cause the shoes to shrink or warp.
You can keep your classic Crocs clean by hand washing them with cold water and a mild soap.
If you have Metallic leather Crocs, clean gently with a soft rubber sponge or slightly damp rag. Use a leather cream to restore shine and a protector spray to repel water.
If your Crocs are made with Smooth Napa Leather; Remove dust and dirt with a damp rag. Use a cotton brush to apply a natural waxy shoe cream or wax. Apply slowly in spiral manner.
Patent Leather Crocs can be gently wiped off with a clean damp cloth or use a professional product which had been designed to clean patent leather. Never use harsh chemicals such as alcohol, detergent or liquid, they will remove the shine and luster from your shoes.
PU Wedges and heel material: A damp cloth should remove most dust and dirt. Avoid solvent cleaners wherever possible as these may destroy the glue used to bond the sole.
For Suede and Lambs wool Crocs; clean upper gently with soft wire brush or plastic brush, spray with impregnation spray for water repellence.
Leather Crocs and be cleaned gently with a humid rag or brush. Apply waxy shoe cream and polish/brush with soft brush, cotton or wool rag to a natural luster.
For Elastic/Stretch Material; Clean gently with humid rag or soft rubber.
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Sharing a Free Pair for Healthcare
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Free Shoes for Healthcare Workers Program & Pairs That Care - FAQs
How do I track my request?
It takes between 1-3 working days to process the request once submitted. You will receive a shipping confirmation containing your tracking number within 24 hours of shipment. Use your tracking number to check the status of your parcel using the UPS website.
How do I track my request?
Confirmation emails are currently being sent in batches for this promotion and will be received within 24 hours. If you have not received notification by this time tomorrow feel free to contact us for verification of the request.
If misspelled your e-mail but you have submitted your physical address correctly then please expect to receive your shipment within a few weeks of filling out the request. If you haven’t received your parcel by then, please contact us via our Live Chat or on our helpline.
When should I receive my Shipping confirmation?
If you have entered your e-mail correctly you should receive the tracking confirmation within 24h of shipment. If for some reason you don’t receive it, please get back in touch via the Live Chat or on our customer service phone number and we will assist further.
If you entered your address incorrectly and it cannot be verified it will be cancelled.
How are the shoes being shipped?
The items are shipped with UPS sure post or ground shipping
How many pairs of shoes were donated per day?
Beginning March 25th, 2020 we worked extremely hard to donate 10,000 pairs of shoes a day to those working in the healthcare industry. We were able to temporally increase the amount to 20,000 pairs per day for a short time. However, due to order volume and shipment delays the daily pair allotment was maintained at 10,000 pairs per day.
What is the Pairs that Care program?
On Friday, May 15th at 12p.m. ET, we gave away free shoes to our fans that could use a little extra help getting back on their feet. This program was for servers, line cooks, employees of an industry that has been deeply affected or people who have been personally affected and had a genuine need for easy to clean shoes. Since we met our daily pair allotment on Friday, May 15th, we resumed our “Sharing a Free Pair for Healthcare” donations on Monday, May 18th, and concluded our donation program on Friday May 29th.
Can I Return or Exchange the Pair of Free Shoes I Received?
All shoes received from the Sharing a Free Pair for Healthcare & Pairs That Care programs are ineligible for returns or exchanges online or in-store.
We never could have predicted the challenges we'd face this year as a business, as individuals and as a global community. In the midst of the pandemic, we began to see requests from healthcare workers, asking for easy-to-clean, comfortable shoes for their long shifts. We answered that call the best way we could by giving away over 860,000 pairs of shoes globally with a total retail value of nearly $40M. Although we will no longer be accepting requests for free pairs, healthcare heroes will always have a friend in Crocs. Thank you!
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