What are my payment options?
We currently accept Visa, MasterCard, Discover, American Express, and Zip. We do not accept checks, cash, credit vouchers, or international credit cards.
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, Florida, Illinois, Maryland, Michigan, Nevada, New Jersey, New Mexico, New York, North Carolina, Ohio, Pennsylvania, Puerto Rico, Texas, Virginia, and Washington.
New Jersey and Pennsylvania are taxed on non-shoe items only. The order total will include any applicable state sales tax and calculated before you enter any payment information during the checkout process.
How do I cancel my order?
In general, we are unable to cancel an order once it’s been submitted. However, you can email email@example.com and we can attempt to cancel your order. Please note a cancellation request is not guaranteed.
Can I edit my order?
For security reasons, order details cannot be edited or updated once an order has been submitted.
Why was my order delayed or canceled?
Your order may be delayed or canceled for the following reasons:
- We are not able to match the address and phone number you provided with those your bank has on file.
- Your order is shipping to an address other than your billing address.
- Your item is no longer available.
If you have questions regarding your order status email us at firstname.lastname@example.org or call us toll-free at 877-838-6351.
Do you offer price adjustments if an item goes on sale after my purchase?
Yes! If an item goes on sale after your purchase, contact us by phone or email within ten days of your original purchase. If all price matching requirements are met, we will issue a refund for the difference to the original form of payment. Please note the item must be displayed on our website as available for purchase to be eligible for a price match. Please clear the cookies and cache on your computer for the most up-to-date pricing and availability. All price match refunds will be issued at our discretion.
Can I backorder an item?
Unfortunately, we do not back order items.
Can I redeem a Shoeteria store credit online?
Unfortunately, we do not have the option to apply a store credit balance to a website order. However, if you call us toll-free at 877-838-6351, we can discuss options.
Can I apply my Spendgo points to my order?
Unfortunately, we do not have the option to apply points to a website order. However, if you call us toll-free at 877-838-6351 and request to speak with a manager, we can discuss options.
Will orders with multiple items take longer to ship?
Orders with multiple items often require a few extra business days to process. If the order is sent in multiple shipments, you will receive a separate tracking number for each shipment.
Can I exchange my order?
Unfortunately, we are unable to accommodate exchanges. All returns are refunded to the original payment method.
How do I return an item?
Return instructions can be found on our Shipping and Returns page.
How long does it take for me to get a refund?
Once we receive your return, our billing department will issue a refund to the original payment method within 2 business days. It can take your creditor or bank 2-10 business days to post the reimbursement to your account.
Do you offer free return shipping for international orders?
Unfortunately, we do not. Pre-paid return labels are only available when shipping from the United States.
How do I return a gift that was sent to me?
Please call or email our customer support team for available options.
Can I return my item at a local Shoeteria Store?
Our store locations are NOT able to accept returns or exchanges for online purchases. You must return your item to our online returns department for a refund. Please visit our Shipping and Returns page for instructions on how to return an item.
Can I ship my order to a PO box or APO/FPO?
Unfortunately, orders cannot be shipped to a PO Box or APO/FPO. Our shipping partners, UPS and FedEx, only accept shipments to a valid street address.
When will my order arrive?
Most orders take 1-2 business days to process. Once an order has shipped, you can expect your package to be delivered within 2-5 business days. Occasionally it will take additional time.
How do I track my order?
Once your order has shipped, you will receive an email confirmation with a link to track your package. You can also log into your Account to track the status of your order.
Why is my shipment delayed?
On occasion, shipments are delayed due to weather, natural disasters, or other circumstances beyond our control. Aside from these circumstances, you can expect packages to arrive within six business days from the ship date.
Is a signature required for delivery?
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.
My shipment has been lost, what do I do?
If you do not receive a package that has been confirmed as delivered by the carrier, we will open a trace investigation once you notify us. Typically a trace investigation takes between 1-8 business days. During that time, the carrier will attempt to contact the recipient. The trace investigation process will be stopped if the carrier is unable to contact the recipient. If the carrier concludes they are responsible for a lost/damaged package, we will issue a refund or ship a replacement (if available).
My order arrived damaged, what do I do?
If you receive a damaged item, we recommend keeping all packaging in case the carrier needs to investigate the delivery. Please contact us as soon as possible to expedite a resolution. Shoeteria only guarantees a resolution when we determine we are responsible for the damage.
I received the wrong item. How do I return it?
If you receive an item other than what you ordered, please contact us immediately. We will email you a free return label and ship the correct item as soon as the return label begins tracking. Unfortunately, we cannot send 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.
Can I use my own UPS/FedEx account?
We are unable to ship items using any shipping account but our own.
How do I unsubscribe from your mailing list?
Email us at email@example.com and we will permanently remove you from our marketing mailing mail.
Do you offer gift certificates?
Unfortunately, we do not offer gift certificates.
Do products come with a warranty?
Most items are covered for at least 30 days from a manufacturer defect. If you would like us to assess an issue, please email us with a detailed description of the problem and pictures.
Customer support hours: M-F 9 am - 5 pm PST