Customer Service

If you are looking for information on how to make a payment, check order status, find your school rep or make changes to an existing order, please check out our Top Questions FAQ page.


What is the difference between a Keeper and Rental gown and what is your return policy on each?

Keeper – A Keeper gown is designed for the graduate to wear for the ceremony and to keep as a souvenir afterwards. Typically, these items are not returned. In some circumstances, your gown, hood and cap (all unused) may be returned for credit (less shipping costs). Your package must be postmarked prior to your ceremony date. For product return information, please contact Customer Service by filling out this online form to get started or by calling 1.800.837.4235.

Rental – A Rental gown is designed to be worn at the ceremony and then returned immediately following the ceremony. Rental gowns are returned to the manufacturing facility to be cleaned and reused for the next graduating class. Due to any unforeseen circumstance, if you have a need to return your rental gown before the ceremony – your gown, hood and cap (all unused) may be returned for credit. Your package must be postmarked prior to your ceremony date. For product return information, please contact Customer Service by filling out this online form to get started or by calling 1.800.837.4235.

How do I care for my cap and gown?

Upon receiving your cap and gown, immediately take it out of the bag and hang it on a hanger. You may need to use an iron with light steam on the gowns to remove any wrinkles that may have occurred. There is no need to wash the gown as your gown is delivered properly cleaned.

When will my cap and gown be delivered?

Most caps and gowns are delivered by your rep at your school. Please contact your local reps to see when he will be on your school’s campus.

What side do I wear my tassel on for graduation?

According to tradition, the tassel is worn on the right side and moved to the left once the graduates receive their diplomas. It is customary for all graduates to move their tassels all together after all graduates have received their diplomas.

My cap and/or gown doesn’t fit. What do I need to do in order to get another size?

Online orders shipped to home address – A new order must be placed with the correct gown and/or cap size. The original order with all items (unused) must be postmarked for return prior to your ceremony date with a written request for a refund. A refund will be processed once received minus shipping/handling fees. Additional information and assistance is available through customer service by filling out our form or calling 1.800.837.4235.


Can I purchase Academic Regalia (typically for a faculty member)?

Yes! Please visit to order your academic regalia.

What is the difference between a graduation stole and the Stole of Gratitude?

Graduation stoles and the Stole of Gratitude recognize different organizations, honors, and achievements. Graduation stoles are a very common addition to the traditional cap and gown ensemble worn for high school and college graduations. Graduation stoles symbolize the accomplishments of the graduate in fraternities and/or sororities, majors, graduation years, academic honors, and other achievements. In contrast, the Stole of Gratitude offers the opportunity to say “Thank you for helping me make it.” The stole is worn during the commencement ceremony or at another occasion where a presentation is appropriate. After the ceremony, the new graduate presents the stole to someone who provided extraordinary help or support, like a parent, relative or mentor.

Can I have my cap and gown delivered to my home?

Possibly. Some orders may not be eligible for home shipping. For additional information and assistance, please contact your local Herff Jones representative.

How long will it take for me to receive my cap and gown?

For Home Ship orders, please allow 2-3 weeks for manufacturing. Once your order ships, a shipment confirmation email including the tracking number will be sent to the email address provided.

For On-Campus Distribution orders, please contact your campus bookstore or customer service at 1.800.837.4235 for information on where and when to pick up your cap and gown products.

Can I make changes to my order?

Online orders – Orders placed online download directly to our production team and therefore, no changes or cancellations can be made once the order has been placed. Please contact Customer Service by completing our online form or call at 1.800.837.4235 for additional assistance.

Orders placed with a Herff Jones representative or a campus bookstore – Please contact your campus bookstore or your local Herff Jones representative for information on how to make changes to your order.

Do I get to keep the tassel that came with my regalia?

Yes, you may keep your tassel as a souvenir.

I didn’t turn my rental gown in after my graduation ceremony. What do I do?

Please check with your campus bookstore or local Herff Jones representative to see if extended drop off times and locations are available. If additional information or assistance is needed, please contact Customer Service by filling our form or calling 1.800.837.4235.

Can I purchase my rental or CustomRental cap and gown?

We do not sell our rental or CustomRental gowns that you rent for graduation. We do offer the option to purchase custom regalia if available for your school at