Frequently Asked Questions

 

Q: WHAT FORMS OF PAYMENT DO YOU ACCEPT?

A: To see a complete list of payment options accepted on the Shoes.com website, click here

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Q: HOW CAN I CHECK THE STATUS OF MY ORDER?

A: If you have your order confirmation number, click here to check the status of your order. To learn about more about order tracking, click here.

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Q: HOW LONG DOES IT TAKE TO RECEIVE MY ORDER?

A: Allow 3 – 10 business days for receipt within the United States. This time frame includes both processing and shipping time.

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Q: WHAT ARE THE COSTS?

A: To see a complete list of shipping options and costs for purchases made on the Shoes.com website, click here.

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Q: WHAT IS YOUR RETURN POLICY?

A: To see our Return/Exchange Policy and instructions for making a return or an exchange, click here.

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Q: WHY CAN'T I PRINT MY RETURN LABEL?

A: If you are experiencing difficulty printing your return label, we are happy to assist you. Contact us here. 

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Q: I DIDN'T RECEIVE AN ORDER CONFIRMATION OR SHIPMENT NOTIFICATION BY EMAIL. HOW CAN I GET ANOTHER COPY?

A: If you have your order confirmation number, click here to check the status of your order. If you do not have your order confirmation number and did not receive a copy of your order confirmation or shipment notification, contact us here.  To learn more about order tracking, click here.

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Q: WHY DOESN'T THE TRACKING NUMBER WORK?

A: It may take 24 hours before tracking information appears on the FedEx website. For further assistance, contact us here. 

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Q: FEDEX SAYS MY ORDER WAS DELIVERED BUT I DID NOT RECEIVE IT. WHAT CAN I DO?

A: A Customer Service associate will be happy to assist you. Contact us here. 

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Q: HOW CAN I CANCEL MY ORDER?

A: Customers can cancel their Shoes.com order for up to one hour after checkout is completed by contacting Customer Service here. Once an order is shipped, it cannot be cancelled. For all orders placed on a marketplace like Amazon or eBay, please reach out to the marketplace to discuss cancelling your order.

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Q: HOW CAN I CHANGE MY ORDER?

A: Customers can cancel their Shoes.com order for up to one hour after checkout is completed by contacting Customer Service here. Once an order is shipped, it cannot be cancelled. For all orders placed on a marketplace like Amazon or eBay, please reach out to the marketplace to discuss cancelling your order.

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Q: HOW CAN I GET A DISCOUNT THAT WASN'T APPLIED TO MY ORDER?

A: Please contact Shoes.com Customer Service here with the specific promotion or discount and the order will be reviewed. Applicable discounts will be applied once the order has been shipped.

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Q: WHAT IF I FIND THE SAME ITEM ON ANOTHER WEBSITE AT A
BETTER PRICE?

A: If you find an item for a lower price on another website, we will refund you 100% of the difference between the lower price and Shoes.com's price. We'll even refund the difference if we lower the price at Shoes.com!

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Q: DO YOU CARRY A SPECIFIC BRAND/SIZE/COLOR/WIDTH?

A: Below are two quick and easy ways to find the products you are looking for:

  • Click on the "Advanced Search" link at the top of this page and you will be taken to a page where you can select multiple search criteria, including brand, color, size, and width. After making your selection, the results of your search will be displayed.
  • Click on the "Brands" link at the top of this page and you will be taken to a page that includes our complete list of brands. Click on any brand link to view all products that we currently carry for that brand.

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Q: DO YOU SHIP TO ADDRESSES OUTSIDE THE U.S.?

A:  Shoes.com does not offer international shipping at this time. Please continue to check back and we would love to hear from you if you are in a country that wants to see Shoes.com available!

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Q: DO YOU SHIP TO PO / APO ADDRESSES?

A:  At this current time, we do not ship to PO boxes and APO addresses. We apologize for the inconvenience and are working on having this live as soon as possible.

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Q: DO YOU HANDLE BACK ORDERS?

A: No. Shoes.com does not handle back orders. 

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Q: WHEN DO YOU CHARGE A CREDIT CARD FOR AN ORDER?

A: Shoes.com charges a credit card after verifying the order has shipped.

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Q: DO YOU SELL GIFT CERTIFICATES?

A: Yes. Buying shoes.com Gift Certificates is quick and easy. To buy a shoes.com Gift Certificate, click here. Or, to learn more about shoes.com Gift Certificates, click here.

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Q: HOW DOES SHOES.COM CALCULATE SALES TAX?

A: Unless specifically indicated, Shoes.com is the seller of items purchased on our site.

Items sold by Shoes.com are subject to tax when shipped to destinations in: AL, AR, AZ, CA, CO, CT, DC, FL, GA, HI, IA, ID, IL, IN, KS, KY, LA, MA, ME, MD, MI, MN, MO, MS, NC, ND, NE, NJ, NM, NY, NV, OH, OK, PA, PR, RI, SC, SD, TN, TX, UT, VA, VT, WA, WI, WV and WY. Any applicable tax will be applied to the price you pay for taxable items, less any and all extra savings.

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Q: CCPA: HOW DO I CONTACT SHOES.COM ABOUT MY CALIFORNIA RESIDENT PRIVACY RIGHTS?

A: Shoes.com is utilizing a centralized CCPA Compliance Center to support California Residents. The CCPA Compliance Center can be reached at 1-833-909-1597. In addition, California residents seeking to submit a rights request may use the links in the footer of the shoes.com website. FAQs about submitting a “Do Not Sell My Personal Information” request can be found here.

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Q: CCPA: WHERE DO I FIND INFORMATION THE SHOES.COM PRIVACY POLICY AND MY CALIFORNIA PRIVACY RIGHTS?

A: Shoes.com maintains a special section of our Privacy Policy dedicated to CCPA. Please click here to review our policy.

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Q: HAVE A QUESTION ABOUT THE STATUS OF YOUR EXISTING SHOE FAN REWARDS ACCOUNT?

A: ShoeFan Rewards has a new name, fresh look and even more perks. If your account was created before 3/23/2021, you will need to reset your password to access your account and previously earned points. All existing Shoes.com points and rewards will be synced with your new account. Points and rewards will not expire during this time. Learn More. 

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Q: I AM A MYSHOES REWARDS MEMBER. WHY CAN'T I SEE MY NEWLY EARNED POINTS IN MY ACCOUNT?

A: Please wait 30 days from the date of purchase for newly earned points to appear in your account and be available for redemption. Learn More. 

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