When will my order ship?
Orders are typically fulfilled within 1 to 3 business days. During high-volume periods,like promotions or holiday sales, processing may take a little longer. We’ll send you a shipping confirmation email as soon as your order leaves our warehouse.
How can I track my order?
Once your order is fulfilled, you’ll receive an email with tracking information so you can follow your package every step of the way.
Why was my order canceled?
If your order was canceled and you’re unsure why, we recommend reaching out to our Customer Support team for details and assistance.
Can I cancel or modify an order after it’s been placed?
We have a very short window to cancel an order after it’s placed, and while we’ll do our best, we can’t guarantee cancellation.
Once your order is placed, we can’t modify individual items, but we may be able to:
Cancel the full order, or
Update the shipping address, as long as your order hasn’t yet shipped.
Once fulfilled, the order can no longer be modified or canceled.
I accidentally entered the wrong shipping address, can I fix it?
If your order hasn’t been fulfilled yet, contact us as soon as possible, we’ll do our best to update your shipping address.
Please note: once an order is shipped, we can’t make changes. XXXXX is not responsible for deliveries sent to incorrect addresses entered at checkout.
My package was returned to sender, what can I do?
No worries. Please reach out to our Customer Support team, and we’ll help you with next steps.
My package is delayed, lost, or stuck in transit, can you help?
If your tracking hasn’t updated or you suspect something’s wrong, contact us and we’ll investigate with the shipping carrier.
My order shows as delivered but hasn’t arrived, what now?
We know how frustrating this can be. Sometimes a package will be marked “delivered” a few hours early. We recommend:
Waiting 24 hours
Checking around your property (porch, mailbox, back door)
Asking your neighbors, doorman, or building manager
If your package is still missing after that, reach out, we’re here to help.
What is your return and exchange policy?
We accept returns or exchanges for items purchased from our online store within 30 days of purchase. Items must be unworn, in new condition, and returned in original packaging. Returns must include all original components: shoes, insoles, laces, hangtags, shoebox). Shoes should be tried on indoors only, on a clean surface. Items showing excessive wear or damage may not qualify.
Shipping charges are not refundable and there is a $XX per order return fee that covers restocking and postage back to the warehouse. We reserve the right to decline refunds if returned items do not meet our return criteria.