Customer Service

When will my order arrive?

Most orders take 1-3 business days to process. Once the order is processed and shipped you can expect your package to be delivered within 5-10 business days. Occasionally it will take additional time. You can check the status of your order by contacting customer service by phone at 877-838-6351 or by e-mail at cs@shoeteria.com.

How do I track my order?

You can track your order one of three ways. Once your order is completed you will receive an email confirmation that has a link to track your package through UPS. You may also track your package by visiting www.ups.com and entering your tracking number. Your tracking number can be obtained by logging into your account at any time. You may also contact customer service toll-free at 877-838-6351 and we will track your package for you.

Do you charge sales tax?

We are required by law to collect state sales tax on all orders shipped to the following states: Arizona, California, Colorado, Florida, Illinois, Maryland, Michigan, North Carolina, Nevada, New Mexico, New York, Ohio, Texas, Virginia, and Washington. New Jersey and Pennsylvania are taxed on non-shoe items only.

Do you price match?

Please contact customer service at 877-838-6351 for price matching information.

How do I cancel my order?

If your order is still being processed (processing usually takes 1-3 business days) you may cancel your order by contacting customer service at 877-838-6351. However, once your order is shipped we can no longer cancel your order. You may then request a return shipping label to return your package for a refund.

Can I ship using my UPS/FED EX account?

NO. Because we ship from various warehouses around the country it is impossible for us to change shipping carriers or shipping methods. We apologize for this inconvenience.

What are my payment options?

We currently accept American Express, Visa, MasterCard, Discover, and PayPal.

May I return my order for a refund?

Shoeteria.com wants you to be fully satisfied with your purchase. We will gladly refund any unworn merchandise with your original receipt within 365 days of the purchase date (minus your shipping and handling charges).

How long will it take to receive a refund?

Once we receive the return please allow between 5-10 business days to receive credit.

Can I return my item at a local Robert Wayne/Shoeteria store?

Our store locations are NOT able to accept an online purchase for return or exchange. You must return your item to our online returns department for a refund. Please see the RETURNS tab on our Customer Support page to create a free return label.

Is my credit card/personal information safe?

Protecting the safety of your personal information is our top priority. We use Secure Sockets Layer (SSL) technology to protect the security of your credit card information as it is transmitted to us. An SSL is a highly sophisticated method of scrambling data as it travels from your computer to our website's servers.

How do I know Shoeteria.com is safe?

To ensure you are accessing a secure server before you submit personal information, look at the lower left-hand corner of your browser. If you see an unbroken key or a closed lock (depending upon your browser), then SSL is active. To double-check for security, look at the URL or location line of your browser. If you have accessed a secure server, the first characters of the address in that line should change from "HTTP" to "HTTPS".

What if there is a mistake in the price or description of an item I ordered?

Though we aim to provide complete, current, and accurate information, our website may include inaccuracies, omissions or typographical errors. This content may include pricing and availability information, as well as other content that may be incomplete or outdated. Shoeteria.com reserves the right to correct any errors in pricing or descriptions and to cancel or refuse to process any order based on an incorrect price or description. Such corrections may be made even after an order is processed. We may change or update any content on our website without prior notice at any time.

Shoeteria.com wants you to be fully satisfied with your purchase. We will gladly refund any unworn merchandise with your packing list within 365 days of the purchase date (excluding any shipping and handling charges when applicable)

When you receive your shoes, please make sure to try them on for size in your home on a carpeted or clean area. Worn shoes are NOT returnable.

How To Return Items:

  1. Please complete the Refund form on the bottom of your packing list.
  2. to print a UPS return label using our easy online automated system. Instructions on how and where to drop off your item will be displayed when you receive your label.
  3. Once we receive your item please allow 2-5 business days for processing.
Important!! Please remember to include the packing list you received with your order. We are unable to process your return without a packing list. For other customer service questions, please email us, or you can call us toll-free at 877-838-6351. Our business hours are Monday through Friday, 9 a.m. to 5 p.m. (Pacific Standard Time).

Unfortunately, we are unable to process refunds for online purchases at any of our stores. All refunds must be submitted to our internet division using the method outlined above.

Shipping Options: (up to 3 items if shipping together)

Service Level Shipping Charges Delivery Time
Economy $0.00 7-12 business days
Expedited* $10.00 5-7 business days

UPS Next Day Air shipping is only available depending on the specific item and destination. Once your order has been placed please call customer service at 877.838.6351 for pricing and availability.
*Expedited shipping may not be available to some destinations in AK or HI.
*Shipping to AK or HI will be charged $15 in addition to the price of expedited shipping.
*Economy and ground shipping is an additional $15 for each order (up to 3 items) shipping to AK or HI.
*Expedited orders are subject to verification and may be delayed if an order is unverified. See ‘Order Verification’

ORDER VERIFICATION:

All orders are subject to verification. Orders shipping to an address other than a confirmed billing address will be delayed if the cardholder is unable to verify correct billing/shipping information. Orders with missing or invalid information, including a phone number, email address, billing/shipping address and/or payment information will be delayed until we are able to obtain complete and accurate information. Declined payments will also delay an order since we can only ship an item once payment has cleared. Orders totaling over $200 may require a signature upon delivery. A required signature may delay delivery if no one is available to sign for the delivery at the shipping address.

AUTHORIZATIONS:

Your debit/credit card will be charged once the order is ready to be shipped. Prior to that, you may notice an authorization on your account. The authorization is a hold to verify the authenticity of the payment method and will be released once the debit/credit card is charged in full.

DECLINED ORDERS:

If your debit/credit card is declined for any reason, the order will be canceled. A confirmation will be sent to the email address on file.

APO/FPO SHIPPING ADDRESSES:

We do NOT ship to APO/FPO addresses. However, items purchased from our site can be shipped to APO/FPO addresses if the International Checkout option is selected at checkout.

MULTIPLE ITEM ORDERS:

Orders with multiple items often require a few extra business days to process since we may need to gather all the items at one warehouse before the order is shipped. If the order is sent in multiple shipments you will receive a separate tracking number for each shipment.

SHIPPING DELAYS:

On occasion, shipments will be delayed due to weather, natural disasters or other circumstances beyond our control. Aside from these circumstances you can expect UPS Ground packages to arrive within five business days from the ship date, UPS 3 Day Select packages to arrive three business days after the ship date, UPS 2nd Day Air packages to arrive two business days after the ship date and UPS Next Day Air packages to arrive one business day after the ship date. Declined payments will also delay an order since we can only ship an item once payment has cleared. Orders totaling over $200 may require a signature upon delivery. A required signature may delay delivery if no one is available to sign for the delivery at the shipping address.

TRANSIT TIME:

Most orders begin tracking one business day (Monday through Friday, excluding holidays) after the shipment has been picked up by our carrier. Once your order ships, you can expect the shipment to be delivered within 1-6 business days. Transit times vary by order depending on the items purchased and the shipping destination.

TRACKING:

You can track your order one of three ways: Once your order has been processed you will receive an email confirmation from UPS with a link to track your package through their website. You can also track your item at www.ups.com by entering your tracking number. You may also contact customer service toll-free at 877-838-6351 and one of our customer service representatives can track your order for you. (Your tracking number can be obtained by logging into your account at any time if your account was created before the order was placed).

LOST ITEMS:

If you do not receive a package that has been confirmed as delivered by the carrier, we will begin a trace investigation process as soon as we are contacted. Trace investigations with UPS can take 1-8 business days. During that time UPS will attempt to contact the recipient. The trace investigation process will be stopped if UPS is unable to get into contact with the recipient. If UPS concludes they are responsible for a lost/damaged package we will either reimburse our customer for the loss or ship a replacement (if available).

DAMAGED ITEMS:

If you receive a damaged item we recommend keeping all packaging in case UPS needs to investigate the delivery. Please contact us as soon as possible to expedite a resolution. Shoeteria.com only guarantees a resolution when we determine we are responsible for the damage.

INCORRECT ITEM RECEIVED:

If you receive something other than what you ordered please contact us as soon as possible. We will email you with a free UPS return label so the item can be returned to our warehouse. We will ship the correct item as soon the return label begins tracking. Unfortunately, we cannot ship replacement items unless the return is tracking or we receive a separate payment for any replacement item shipping before the return tracks. We realize this may be an inconvenience but we make every effort to make the process as quick as possible.

SALES TAX:

We are required by law to collect state sales tax on all orders shipped to the following states: Arizona, California, Colorado, Florida, Illinois, Maryland, Michigan, Nevada, New Mexico, New York, North Carolina, Ohio, Texas, Virginia, and Washington. New Jersey and Pennsylvania are taxed on non-shoe items only.

PERSONAL FedEx/UPS ACCOUNTS:

We are unable to ship items using any shipping account but our own. Free UPS return labels can be printed from our site so we are unable to reimburse our customers who choose to use alternative shipping methods.