Customer Service

A MESSAGE FROM OUR VICE PRESIDENT OF CUSTOMER EXPERIENCE


 

To the Class of 2020:

When you started your academic journey, with the goal of celebrating your achievement in the spring of 2020, there is no way you could have predicted what we are experiencing today. The pandemic has been and continues to be disruptive to all our lives, personally and professionally.

At Herff Jones, in a time that is normally our busiest, we’ve learned to work differently – even remotely – as we’ve closed and later re-opened some of our manufacturing and distribution facilities, located in the U.S., this season in compliance with stay at home orders while also practicing social distancing and deploying new healthy work practices. Additionally, we’ve worked with schools and universities to find alternative ways to deliver product, bring new solutions to the table to address today’s challenges and install new ways to communicate with our sales representatives and customers. Through all of this, and despite our best efforts, we haven’t always been perfect, and for our part, I am sorry for any disappointment.

One thing that hasn’t changed is our team’s commitment to making sure every graduate has what they want to celebrate their achievement. Our team members from across the country are working around the clock, seven days a week, doing everything we can to get your product in your hands this season – and we will continue to do so. Furthermore, we’ve also been working closely with our shipping providers to overcome delivery delays they are experiencing due to peak volume.

To those of you who have reached out to share a quick thank you upon receiving your cap and gown – or just a kind word – we appreciate your patience and understanding. A year from now, this all will look very different, but we know this is your year. You are the Class of 2020, and everyone at Herff Jones wishes you a bright future!

Sincerely,

Salena Scardina
Vice President of Customer Experience
Herff Jones

 


 

Customer Service General FAQs

I am a high school student (or parent of a high school student) and my school is closed. How will I get my yearbook, cap and gown and other school related Herff Jones products?

Each school is managing their activities according to their local and state regulations. This has resulted in each school is organizing the year-end activities differently. We recommend that you start by connecting with your local high school to understand the details for your school. You may find updated information on the school’s website or social media sites. Your high school’s Herff Jones representative should also be able to provide you with information on next steps. Locate your representative at https://www.herffjones.com/find-a-rep/.

As a college student, I need help receiving my cap and gown and other commencement regalia. What should I do?

We understand the disappointment that many students may be facing after working so hard on their academic achievements and learning that traditional graduation ceremonies may be canceled or rescheduled. Many students will choose to keep their graduation regalia and/or keepsakes as a memory of their accomplishments or to be worn as part of their celebrations. Most colleges are working through details and updating students directly. We are partnering with many colleges on a solution to get cap and gowns shipped to a student’s home.

There has been a delay in receiving my cap and gown or requested refund, why?

Several of our Herff Jones facilities are operating as expected. We are working with local and state regulations during the Covid-19 Crisis. However, since our facilities are located throughout the U.S., we may see some slight delays. For example, our cap and gown facilities are in Illinois and according to the governor the facility should reopen mid-April. We are focusing on shipping our orders out to schools, students and sales representatives.

What are some ways that I could celebrate my academic achievements without a traditional commencement or rescheduled commencement?

You worked hard to achieve your academic goals and this current situation should not define your journey. This is your moment and you deserve to be recognized and celebrated! We’ve seen students interested in social sharing, virtual commencements and other related celebrations. Sharing announcements, videos and social notifications to friends and family can help you share your success!

I’m not sure how to wear my graduation regalia and my cap and gown?

We want you to enjoy the commencement and moving the tassel. Check out our videos that will walk you through how to properly wear graduation regalia for high school, college and faculty.

How do I make a payment for any Herff Jones product?

For High School graduation orders (Caps, Gowns, Announcements, Senior Jewelry, Apparel) go to our Make a Payment page.

For Yearbook, please call the toll-free number 1.866.287.3096 and one of our operators will be happy to help you. Our hours are Monday – Friday, 8am – 5pm CST.

For College and other payment inquiries, please call our main customer service center at 1.800.837.4235. Our hours are Monday – Friday, 8am – 5pm EST.