APO/FPO SHIPPING ADDRESSES: We do NOT ship to APO/FPO addresses. However items purchased from our site can be shipped to APO/FPO addresses if the International Checkout option is selected at checkout.
DAMAGED ITEMS: If you receive a damaged item we recommend keeping all packaging in case UPS needs to investigate the delivery. Please contact us as soon as possible to expedite a resolution. Shoeprint only guarantees a resolution when we determine we are responsible for the damage.
EXCHANGES: Once we receive a returned item for exchange, the delivery time frame of 2-10 business days for begins anew. If you need the exchange item quicker we recommend placing a new order for the correct size/style and returning your original purchase to us for a refund.
INCORRECT ITEM RECEIVED: If you receive something other than what you ordered please contact us as soon as possible. We will email you with a free UPS return label so the item can be returned to our warehouse. We will ship the correct item as soon the return label begins tracking. Unfortunately we cannot ship replacement items unless the return is tracking or we receive a separate payment for any replacement item shipping before the return tracks. We realize this may be an inconvenience but we make every effort to make the process as quick as possible.
INTERNATIONAL ORDERS: Shoeprint has partnered with International Checkout to offer seamless processing for all international orders. These services offer shipments to all countries and US territories.
LOST ITEMS: If you do not receive a package that has been confirmed as delivered by the carrier, we will begin a trace investigation process as soon as we are contacted. Trace investigations with UPS can take 1-8 business days. During that time UPS will attempt to contact the recipient. The trace investigation process will be stopped if UPS is unable to get into contact with the recipient. If UPS concludes they are responsible for a lost/damaged package we will either reimburse our customer for the loss or ship a replacement (if available).
MULTIPLE ITEM ORDERS: Orders with multiple items often require a few extra business days to process since we may need to gather all the items at one warehouse before the order is shipped. If the order is sent in multiple shipments you will receive a separate tracking number for each shipment.
ORDER VERIFICATION: All orders are subject to verification. Orders shipping to an address other than a confirmed billing address will be delayed if the cardholder is unable to verify correct billing/shipping information. Orders with missing or invalid information, including phone number, email address, billing/shipping address and/or payment information will be delayed until we are able to obtain complete and accurate information. Declined payments will also delay an order since we can only ship an item once payment has cleared. Orders totaling over $200 may require signature upon delivery. A required signature may delay delivery if no one is available to sign for the delivery at the shipping address.
PERSONAL FEDEX/UPS ACCOUNTS: We are unable to ship items using any shipping account but our own. Free UPS return labels can be printed from our site so we are unable to reimburse our customers who choose to use alternative shipping methods.
SHIPPING OPTIONS: Free Economy shipping is available for any order shipping within the 48 contiguous states (delivery estimated between 7-12 business days). UPS Ground shipping is $2.99 for any order shipping within the 48 contiguous states (delivery estimated between 4-9 business days). Expedited shipping is $10 for each order (up to 3 items if shipping together)(estimated delivery between 5-7 business days). Rush shipping is $25 for each order (up to 3 items if shipping together)(estimated delivery between 3-5 business days).
UPS Next Day Air* shipping is only available depending on the specific item and destination. Once your order has been placed please call customer service at 877.838.6351 for pricing and availability. Orders shipping to AK or HI: UPS Ground shipping is an additional $15 for each order (up to 3 items) shipping to AK or HI. Expedited shipping may not be available to some destinations in AK or HI. However please note expedited orders shipping to AK or HI will be charged $15 in addition to the price of expedited shipping.
*Expedited orders are subject to verification and may be delayed if an order is unverified. See ‘Order Verification’
RETURNS: Shoeprint wants you to be fully satisfied with your purchase. We will gladly refund and/or exchange any unworn merchandise with your original receipt within 365 days of the purchase date (excluding any shipping and handling charges when applicable). When you receive your shoes, please make sure you try them on for size in your home on a carpeted or clean area. Worn shoes are NOT returnable. How to Return/Exchange Items:
Important!! Please remember to include the receipt you received with your order. We are unable to process your return without this original sales receipt. For other customer service questions, please email us, or you can call us toll free at 877-838-6351. Our business hours are Monday through Friday, 9am to 5pm PST.
You may also visit our retail locations with your original sales receipt and we will gladly exchange your merchandise. Unfortunately, we are unable to process refunds for online purchases at any of our stores. All refunds must be submitted into our internet division using the method outlined above.
SALES TAX: We are required by law to collect state sales tax on all orders shipped to the following states: Arizona, California, Florida, Illinois, Maryland, Michigan, Nevada, New Mexico, New York, North Carolina, Ohio, Texas, Virginia and Washington. New Jersey and Pennsylvania are taxed on non-shoe items only.
SHIPPING DELAYS: On occasion shipments will be delayed due to weather, natural disasters or other circumstances beyond our control. Aside from these circumstances you can expect UPS Ground packages to arrive within five business days from the ship date, UPS 3 Day Select packages to arrive three business days after the ship date, UPS 2nd Day Air packages to arrive two business days after the ship date and UPS Next Day Air packages to arrive one business day after the ship date. Declined payments will also delay an order since we can only ship an item once payment has cleared. Orders totaling over $200 may require signature upon delivery. A required signature may delay delivery if no one is available to sign for the delivery at the shipping address.
TRACKING: You can track your order one of three ways: Once your order has been processed you will receive an email confirmation from UPS with a link to track your package through their website. You can also track your item at www.ups.com by entering your tracking number. You may also contact customer service toll free at 877-838-6351 and one of our customer service representatives can track your order for you. (Your tracking number can be obtained by logging into your account at any time if your account was created before the order was placed).
TRANSIT TIME: Most orders begin tracking one business day (Mon.-Fri.) after the shipment has been picked up by our carrier. Once an order ships, you can expect the shipment to be delivered within 1-6 business days. Transit times vary by order depending on the items purchased and the shipping destination. Transit times also apply to exchanges.