FAQ

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.


Shipping

Shoezoo.com is happy to offer FedEx 2nd Day and FedEx Standard Overnight expedited services. Listed below are the cutoff times each day for the order to ship the same day. FedEx 2nd Day and FedEx Standard Overnight rates are given upon checkout once the shipping location has been inputted. Any expedited orders placed after 3 PM EST (noon PST) on Friday will not ship until the following business day (Monday). Please note that your order must also be confirmed, meaning that if there is any issue with your credit card it must be resolved by the time listed below:

If you have not received your package and it is passed the estimated delivery date that is provided on fedex.com 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.com at your earliest convenience and let us resolve this matter. Direct signature is required for large quantity orders and oversized packages. If there is no one at the shipping address for signature FedEx will reattempt delivery. If your package indicates that there has been a FedEx delivery exception it may be 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 with FedEx at (888)649-0006.

 

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 such as mechanical break downs, accidents, fire etc…

 

Undeliverable Package

 

USPS Military

shoezoo.com supports our Military! We are able to ship to APO and FPO addresses using the United States Parcel Services, although, an additional fee does apply. Expedite shipping is not available for APO/FPO shipment. Military Post Office Agency : http://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.

 

Post Office Boxes

shoezoo.com cannot ship to PO Boxes. Please be sure to provide a physical address to ensure delivery and avoid delays.

 

We will place an order “on hold” and send an email notification to contact our friendly customer service support team at (888)649-0006 to verify the proper shipping address. Once we confirm and verify the physical address the order will be approved and prepared for shipment.

Returns

 

If you don’t love your shoes return them for free!

 

Our goal is to provide our customers with complete satisfaction with the shoes that they have ordered, which is why we offer free return shipping. We have included a pre-paid shipping label with every shipment (*restrictions do apply).

 

Easy Return Step by Step Process:

 

1.           Please have the “FedEx return label” and “Return Receipt”* that were enclosed with your shipment handy.

2.           Pack the unworn shoes into the original shoebox.

3.           Please include the “Return Receipt” with the Return Reason Code marked inside the shoebox. Please do not peel the “Return Receipt” and stick it inside the box, just place it inside the shoebox.

4.           Pack the shoebox securely into the original shipping carton. We encourage you use the brown shipping box that was used to ship your order.

5.           Remove and apply the pre-paid “FedEx return label”* included in this shipment. You can cover the original FedEx label on the brown box. (Please do not attach the FedEx return label on the original manufacturer’s shoe box.)

6.           Please take the package to FedEx authorized location.  For the nearest FedEx location, please visit www.fedex.com  Please ensure the location provides for GROUND service. To avoid delays or lost, do not drop the packages in the FedEx drop boxes.

 

Email confirmation is sent after return is processed. Refunds may take up to 7 business days from receipt and it will be refunded back to the original payment method.  Any previous shipping charges are non-refundable.

 

Important Return Information: 

 

shoezoo.com is happy to accept your return as long as it meets the requirements below:

 

·         The product is still in new, unworn condition as received. We recommend that you first try on the shoes indoors to ensure the fit and sizing meets your preference.

·         The return product (if applicable) should include all original accessories (i.e. original shoe box, shoes laces, key chains, color swatches, additional insoles, shoe bag, replaceable spikes & etc).

·         The original manufacturer’s shoe box as received. Please do not send the return by using the shoe box as the outer shipping box or your return will not be accepted.

 

 

PLEASE NOTE: Shoes that are received in worn condition will be inspected by shoezoo.com returns department and evaluated at their discretion. If your return shipment does not meet to the return policy listed above and your return is rejected, there may be additional charges to have the shipment sent back to you or it may be discarded.

 

Missing FedEx Prepaid Return Label

 

If you did not receive or have misplaced the FedEx prepaid return label that we enclose in your package please contact our customer service department and we will have FedEx email a new prepaid return label. We recommend checking your "junk/spam" folder if you do not see the FedEx prepaid return label in your inbox. After you print the return label, attach it on the box and drop it off to the nearest FedEx location. (For FedEx location, please click on the link to be directed http://www.fedex.com/Dropoff/start?locale=en_US Please ensure the location provides for GROUND service. Our prepaid FedEx return label functions only for U.S. returns. For international returns please contact International Checkout to facilitate your return process.

 

Free Return Restrictions:

 

International Return Policy

All sales are final for international customers.

 

US Territories and Military Return Policy

For our US territories and military customers our free return policy does not apply. US territories and Military customers are responsible for return shipping cost. Below is our return address information.

 

Please send in secured package to:

 

Shoezoo.com

Returns Dept

7721 Somerset Blvd

Paramount, CA 90723

 

 

EXCHANGES:

We regret to inform you that shoezoo is unable to offer exchanges at this time. We recommend first placing a new order to ensure the shoes and the sizes that you want are still available. Then on the “Return Receipt”, in the comments section, please write down the new order number. If you have already shipped your return back to us, then please send us an email at service@shoezoo.com with the following information:

 

1.       Your first and last name

2.       Email address

3.       Telephone (just in case, we need to reach you)

4.       Previous/return order number or previous Amazon order number

5.       New order number (For Amazon order, please ensure the merchant seller is shoezoo when placing a new order on amazon.com)

 

 

 

Contact Information

 

 

Contact our shoezoo.com friendly customer support team:

shoezoo.com friendly customer support team is available Monday thru Friday 9am- 5pm (PST) (888)649-0006

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.

 

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.