FAQ

FAQ



Order Process

 

Once an order has been placed it approximately takes shoezoo.com 1 to 3 business days to process an order. The processing time is subject to change if there are any complications with the order.

 

shoezoo.com mainly ships using FedEx and United States Postal Service (USPS). shoezoo.com will select the carrier service at our discretion. We are unable to take request on which shipper to use.

 

Orders ship Monday through Friday only. shoezoo.com recognizes most national holidays. During those days our shipping department will be closed and no orders will be processed or shipped.

 

 

Orders on Hold

 

shoezoo.com reviews every single order to verify that all the information that has been provided by the customer is accurate and complete. When an order has been placed “on hold” we will send an email notification to contact our friendly customer service support team at 1-888-649-0006 to verify your information.

 

A bank debit credit card receives a temporary authorization which is a pending hold on the funds that have yet to be posted to your account. Once the card has been verified and approved, the order will be prepared for shipment, and then the credit card will be officially charged. If shoezoo.com does not complete the transaction the pending hold on the funds will expire and will be removed by your bank or will expire after a certain time frame. Please check with your bank or credit card company for their policy and guidelines.

 

Authorization Failure

 

Upon checkout you may receive an error message when placing an order due to the fact that there has been an authorization failure. Please be sure to input all your credit card information correctly such as the expiration date, credit card number, card verification number, and the name as it is displayed on the card. If you continuously encounter the error message we recommend contacting your bank or credit card company.

 

 

Decline Payments

 

If you have received a message during checkout that your payment transaction has failed it is due to your credit card company being an unable to authorize the charge. We recommend contacting your bank or credit card company.

 

Forms of Payment

 

shoezoo.com accepts Visa, Discover, MasterCard, American Express and Pay Pal for all orders.

 

shoezoo.com currently does not accept personal checks, Cashier’s check, or Money Orders. We do accept eChecks via PayPal. You will need to create a Pay Pal account and input your banking information to utilize eCheck as a payment option.

 

Tax

 

shoezoo.com is a California based company and by California law we are required to collect sales tax from California residents. While most states have differing laws on the manner in which e-commerce sales are collected in their state, shoezoo.com is only required to collect sales tax from California residents. Please check online for applicable laws in your state of residence.

Tracking

 

For order status and tracking information updates log onto “My Account” at shoezoo.com

FedEx Package Tracking - www.fedex.com/Tracking?cntry_code=us U.S.

United States Postal Service Package Tracking - www.usps.com/shipping/trackandconfirm.htm

Military Post Service Agency - hqdainet.army.mil/mpsa/index.htm

 

Estimated Delivery Date

 

shoezoo.com ships from southern CA. If you live on the west coast or surrounding states, your package should arrive in 2 to 3 business days after the order is processed*. Shipments on the east coast can take up to 4-6 business days to arrive after the order is processed*. If you require the package sooner, we suggest that you upgrade to expedited shipping. We cannot accommodate to ship any faster than we are allowed. We suggest that you place the order in advance to accommodate your specific delivery date preference.


*Order process timeframe is additional 1-3 business days.

 

We cannot make any special arrangements (i.e. time of delivery or specific location of the drop off, etc) with the FedEx or USPS. The drivers will deliver based on their schedule and will leave package in a secure location when no one is present.

 

If you have not received your package and it is passed the estimated delivery date that is provided on FedEx (normally 4-7 business days) or USPS (normally 2-5 business days), please contact us at (888)649-0006.

 

Packages are typically left in areas that are relatively safe. We recommend checking around your house or perhaps with a neighbor. Packages that are delivered to gated communities or apartment complexes are generally left with the leasing office or the building manager. Please verify with them prior to reporting non-delivery. If you feel that the package did not arrive or is lost, please contact shoezoo at your earliest convenience and let us resolve this matter.

 

Direct signature is required for large quantity or quality orders and oversized packages. If there is no one at the shipping address for signature, the carrier service will reattempt delivery or leave you a notification or require further information from you.

 

If your package indicates that there has been a delivery exception due to an incomplete/incorrect shipping address or the delivery location is un-secure to leave the package by the front door, or the location may be undeliverable. Please contact shoezoo.com to assist in making further arrangements to resolve the matter at (888)649-0006.

 

IMPORTANT:
shoezoo.com is not responsible for mis-delivery or lost package due to customer’s inaccurate shipping address (including missing apt or suite number) provided on the original sales order. Please review your order before completing the transaction. For better assistance, do not just write a “letter” or “number” after the house address for apt #/unit/suite. Please add the word apt or unit or ste before the “letter” or “number”.

INCORRECT:
123 Main St
F


CORRECT:
123 Main St Apt F

 

We cannot change any parts of the order (i.e. the shipping address, sizes, style, color, shipping method, etc.) FedEx and USPS are prohibited and will not make any address changes; therefore, ensure that you are providing with accurate and complete shipping address. We try to ship as fast as we can and once we ship, we will not stop delivery for any cancellation or incorrect shipping address or item. In addition, ensure that you are ordering the correct size, style and color. It is the customer’s responsibility to verify the order confirmation once the order is placed. If you find any parts of your order incorrect, you should contact us immediately.

 

 

Below map is for FedEx standard shipping only.  shoezoo.com ships from southern CA.

 

FedEx Delivery Information:

FedEx Express delivery days are Monday through Friday 8 AM to 6 PM

FedEx Ground delivery days are Monday through Friday 8 AM to 7 PM

FedEx Residence delivery days are Tuesday through Friday 9 am to 8 PM and Saturday 9 am to 3 PM.

 

USPS Delivery Information:

The package will be delivered based on your local postal service timeline.

 

 

Weather Delays

Shipments may be delayed due to extreme weather conditions. shoezoo.com is not responsible for delayed shipments due to harsh weather conditions.

 

Uncontrollable Delays

shoezoo.com is not responsible for any uncontrollable circumstances on behalf of FedEx and USPS such as mechanical break downs, accidents, fire etc.

 

Undeliverable Package or Refused Package

There are instances where FedEx or USPS is unable to find the shipping address on the package and they will return the package back to the sender. We will not resend a package that was unable to deliver.

 

Once the return department receives the package they will refund the order. If we concur that it is at no fault of shoezoo, we will deduct $9.95 from the product cost for the additional shipping cost of having it sent back to us.

 

Also all refused packages, whether it was refused from the shipping address, urgent cancellation or mistakes by the customers (where we had to intervene to stop the package from delivery), we will deduct $9.95 additional shipping cost of having it sent back to us. Previous shipping charges are nonrefundable.

 

 

USPS Military

shoezoo.com supports our Military! We ship APO, DPO and FPO addresses by using the United States Postal Services, although, additional fee may apply.

 

Expedite shipping is not available for APO/DPO/FPO shipment. Once USPS delivers to Military Post Service Agency then USPS is no longer the service provider. MPSA is responsible for the delivery of your packages.

For more information on MPSA: hqdainet.army.mil/mpsa/index.htm

 

 

Shipping Restrictions

 

Correctional Facilities

shoezoo.com is unable to ship to penitentiaries/ correctional facilities. 

 

Freight Forward

shoezoo.com does not ship to freight forward companies or other third party courier service companies.

 


Returns  


  Return Policy

•           Returns must be received within 30 days of delivery date.
•           Return products must be in new condition and in the original shoe box.
•           Returns not in new condition are subject to refusal.
•           Returns will be processed within 3-5 business days of date received.
•           Original shipping is non-refundable.
•           Return shipping is to be covered by the customer.
•           A $7.90 per item restocking fee will apply to all returns, unless the product is defective or the return is the direct result of a shoezoo error.

Return Instructions

•           Repackage the shoes using the original shipping bag, a shipping carton or any type of wrapping paper you may have at your disposal.  
•           To maintain the original condition of the product, do not tape or apply the shipping label directly to the shoe box.
•           For proper identification of your return, please include the Pick and Pack Slip originally included with your order.
•           If the Pick and Pack Slip is no longer available, please include a note with your order number, full name and shipping address.
•           Send your package using the carrier of your choice to:

            Shoezoo Returns Dept.
            727 Kingshill Pl
            Carson, CA 90746

•           Retain the tracking information on your return as we are not responsible for packages lost in transit.

 

 

Contact Information

 

Contact our shoezoo.com friendly customer support team:

shoezoo.com friendly customer support team is available Monday thru Friday 9 AM- 5 PM (PST)

If we are unavailable to take your call please leave us a message with your order number, name, telephone number along with a brief message and we will contact you within 24- 48 business hours.

 

shoezoo.com recognizes most national holidays. During those days our customer service department will be closed and no orders will be processed or shipped.

 

Toll Free: (888)649-0006

 

International: (562)633-4868

 

Email our shoezoo.com friendly customer support team:

shoezoo.com customer support team will respond within 24 -48 business hours to any inquiries at service@shoezoo.com

 

shoezoo.com friendly customer service provides attention to all inquiries that are submitted. We strive at all times to provide excellent customer service and to satisfy our customers’ needs. Our ultimate goal is to meet our customers’ expectations and we are committed to fulfilling our customers concerns.

 

Log onto shoezoo.com:

For order status and tracking information updates log onto “My Account” at shoezoo.com.

 

 

 

Prices and policies are subject to change without notice. We reserve the right to refuse service.