Frequently Asked Questions
SHIPPING AND DELIVERY
- Do you charge for shipping?
No. All ground shipments within the US are shipped to you free of charge. At this time we are unable to ship internationally.
- Do you offer expedited shipping?
Yes! In-stock items can be shipped at a faster rate for an additional fee. Expedited shipping is currently on sale:UPS Next Day Air $17 ($ 12 for each additional pair)UPS 2 Day Air $12 ($ 7 for each additional pair)UPS 3 Day $5 ($ 5 for each additional pair)
- How can I track my order?
We email you the UPS tracking number when your order ships. You can also click on the link at the top of the website, on the right hand side, track my order. Enter your six digit order number, found in the subject line of your confirmation email and click submit.
- Which shipping method do you use?
For packages going to a P.O. Box, Alaska or Hawaii we use United States Postal Service. For all other packages we proudly ship via UPS.
RETURNS AND EXCHANGES
- Do you pay for return shipping?
We offer low cost return shipping for $7 per item! You can print a UPS return label from your own computer.
- How can I get my exchange item sooner?
If you do not wish to wait for your exchange please select the item you would like in exchange for what you are returning and contact customer service at 1-800-966-1780 or at firstname.lastname@example.org. Provided the item is in stock, your account will be charged and the exchange pair will be shipped out the next business day. A credit will be posted to your account once the original pair is returned to the correct address.
- How long does it take to get a refund on my return?
Our returns are received in bulk shipments and are processed in the order of date they are received. As soon as your account has been credited you will receive an email to confirm, please allow 3-5 business days for processing on your banks end.
- How many days do I have to exchange or return my shoes?
We have a 365 day return policy on all UNWORN items.
- My UPS return label did not print, how can I get a copy without resubmitting my information?
As soon as a UPS label is generated for your order, a COPY of the label is sent in the very bottom of a confirmation email. If you have not received this email shortly please give us a call at 1-800-966-1780 for more assistance.
- Is it safe to use my card on this site?
Yes, you are safe submitting your credit card information over the Internet. Our websites are hosted by Pair Networks, whose servers are extensively tested against security exploits. All unnecessary services are disabled, all security patches are up-to-date, and servers are audited regularly for attempted break-ins.
- When trying to complete my order it said A DUPLICATE TRANSACTION HAS BEEN SUBMITTED what does it mean?
Relax, you do not have more then one order, it means that your charge had an issue originally and our system sees multiple attempts, so we are PREVENTING the charge from doubling on your account. Give us a call at 800-966-1780 we can attempt your order by phone.