To place an online order at SheepskinShoes.com using our secure shopping cart, choose the style you wish to purchase by surfing through the many categories and subcatagories available. Scroll down, type your size and width in the space provided, and fill out any other "write-ins".
Click the "Add to Cart" to add the item to your secured shopping cart.
Enter your country, state, zip code, and preferred shipping method. Click "Check Out" button.
Enter your billing and contact information, then click "Continue".
Enter your credit card information and any additional instructions for the order such as a "Passport Membership Number" or a promotional code of any kind. Click "Continue".
Review your order summary. When you are satisfied that it is correct, click "Submit Your Order" to complete the process. If at any time you decide you would like to add more products to your shopping cart, you can either click on the "product" link to go to the top level categories or use your "back" button on your browser.
Kick back and wait for your order to wash up on your shore soon. We do not charge credit cards until we ship!
When you order with SheepskinShoes.com, you are ordering over a SAFE and SECURE web server.
2) Phone
To place an order by telephone call us TOLL FREE at (877) 756-2475. We are open Monday through Saturday, 8 a.m. to 6 p.m. Pacific Standard Time. If you get routed to voicemail due to all customer service representatives helping other callers, please leave a detailed message (speaking slowly and clearly) and we will get back to you as soon as possible. Often throughout the winter we are open 7 a.m. to 7 p.m. Pacific Standard Time.
Phone orders are eligible for the Free UPS Ground rate used for online orders.
Before you callplease have the style name and style number, size, and color choice for each item, as well as shipping and billing information.
You can email us the "ship to" and "bill to" information, as well as the product information on the itenm(s)you are ordering. Please be sure to provide your phone number and we will call you for your credit card information within the next business day.
4)Fax
You can fax your order to us at (805)-784-9585.
Please include the style name and style number, and color choice for each item, as well as shipping and billing information, with your fax order. Do not forget to include your daytime and evening phone numbers so we can call you for credit information.
5)Mail
Mail your order to:
ShoeSurfing.com Attn: Mail Order Dept.
3523 South Higuera St. Suite B.
San Luis Obispo, CA 93401
Please note: We recommend our customers call us TOLL FREE at (877) 756-2475 for shipping and total order costs before mailing a check or money order. Out-of-state orders and check orders that are mailed in may be subject to a 7-10 business day "hold before shipping" to ensure that the check clears.
Store Policy
Return Policy
Merchandise being returned for a refund must meet both of the following conditions:
The merchandise must be received into our warehouse within 60 days of the processing date, which is the day the order was shipped and credit card payment was processed.
The merchandise must be returned in unworn condition.
Note: Sale shoes are returnable for exchange or online credit only.
If shoes are returned looking worn, we cannot accept them for return or exchange. We recommend wearing footwear with socks on carpeted surfaces only for short periods of time to prevent them from becoming worn. Shoes being returned or exchanged must come back in the same condition as when they were shipped to you. If the original shoe box is badly damaged when we receive your return, you may be subject to a $6.00 repackaging/restocking fee.
Shipping charges are not refundable. Additionally, any shipping costs you may accrued when returning items to us will not be reimbursed.
Mail exchanges and returns to:
SheepskinShoes.com
Attn: Mail Order Dept.
3523 South Higuera St.
Suite B.
San Luis Obispo, CA 93401
Please note we reserve the right to send back (at your shipping and handling expense) any items we feel have been worn that you are trying to return or exchange.
Exchanges
Exchanges are NOT eligible for promotional discounts and are NOT considered a new order. Exchanging a product for an item that is of higher value does not qualify for a 10% discount on the difference of the two products.
Cancellation Policy
Some cancellations will be subject to a "Restocking / Processing Fee." The fee can range from $5.00-$25.00 per pair and is subject to change at any time. If our company orders in products to our warehouse specifically to fill your order and you cancel your order (or part of your order) after we order these products, you may be charged a "Restocking / Processing Fee." This usually applies to orders that include multiple items, unpopular sizes/widths, custom orders, and/or high-priced items. The "Restocking / Processing Fee" often applies to orders that include a high dollar total. If you have any questions about whether or not your product(s) or order(s) is/are subject to this fee, call us toll free at 877-756-2475.
*Note, If we have already started processing your order before we are aware of your cancellation and you refuse your package, your order will be subject to a $15 return fee plus the shipping and handling charges.
** If a customer is sending us an email in regards to an order cancellation, and we do not receive it (for any reason) before we ship the order, we will not reimburse the customer any shipping &/or return fees. It is the responsibility of the customer to make sure they receive a “cancellation” confirmation email from us after it has been canceled. Our email communication system will email all customers that have orders canceled. If the customer does not receive this confirmed “cancellation” email from us then he/she should contact us immediately.
Time Frame
We
will start processing on your order immediately
after it is received. Please allow us
time to process your order as some can
take up to 48 hours. Note that some items
may be on back order and cannot be shipped
right away. If your order is needed by
a certain date, please let us know ASAP.
During the online checkout process, you
will be provided with a space to enter
any special shipping instructions or time
deadlines pertaining to your order. You
also may call us toll free (877)
756-2475 or e-mail us
at info@shoesurfing.com
with any details pertaining to your order.
Signing for Packages
Our customers have the choice of requesting that their package be signed for or to have it left on the premises. We like the "sign and release" policy here at SheepskinShoes.com. This means that we prefer all orders shipped via UPS or FedEx be signed for by the customer upon delivery of that order.
However, packages may be left on premises
without signature. Please write " leave
on porch" or "signature required"
in the "Special Instructions" box during
the checkout process. ShoeSurfing.com
will not be held responsible for
packages stolen from anywhere on your
premises if you choose to disregard the
signature process. If you do not advise
us to require a signature our default
method is to leave the package on the
premises.
Back Order Policy
Occasionally, items may not be immediately available when an order is placed. In this case, we will place the item on back order and notify you. If the item you are ordering is on back order for only a few days, we will just ship it to you when it comes in. If it is on backorder for a week or more, we will notify you by e-mail with an estimated ship date. Please reply to this e-mail. If we do not receive a response from you, we will automatically keep your item on back order and will ship it to you upon arrival in our warehouse.
Please note that we will not charge your credit card until we have received the back ordered items and are shipping your order. We will keep your back order open to ship for up to six months unless we hear otherwise. If you DO NOT want your item stay on back order it is your responsibility to repond to our backorder notice!
Charging Credit Cards
We
do not charge your credit card when you
checkout! Only when we are packing your
products to be shipped out do we then
charge your credit card. The only exception
is when orders totalling over $650.00
may be charged as many as 7 days prior
to the day we ship your order. As a part
of our "identity theft prevention program"
at ShoeSurfing.com, we usually "charge
and wait" before shipping large orders
totaling over $650.00. The same process
applies especially to large international
orders. Sometimes the order may sit for
longer than 7 days, unless you are a Passport
Member and we have an order history on
file.
Identity Theft Prevention Program
We have an "Identity Theft Fraud Prevention Program".
We report all illegal activity to the FBI (www.ic3.gov and www.ifccFBI.gov)
We may contact customers if we feel that the order placed may be fraudulent in any way.
We are in good communications with the Better Business Bureau (BBB) and reserve the right to report anyone we think might be involved in any kind of identity theft. Please note that any orders we receive from the Phillipines, Nigeria, Saudi Arabia, and Ghana or surrounding areas will be contacted as identity theft has become very prevalent in these areas.
Special Orders
Special orders may be returned for exchange or online store credit only. Most special orders will be charged before we order the products into our warehouse. Once a special order has been processed, it cannot be cancelled or returned for a refund, unless the product is defective. Sven brand special orders are subject to a $25.00 restocking fee if canceled prior to shipping, due to the fact that Svens's are custom produced after you have placed the order.
What's a Special Order?
A special order is any item that we determine to be an unusual size, color, quantity, or style which we would not normally carry in stock. If your order contains one or more special order items, you will be contacted before the order is processed. All Sven clogs and boots are considered special orders.
Some examples of special orders are:
Five pairs of Arizona Birkenstocks
A pair of size 50 Regular Vaasa Finn Comfort shoes
Women's size 11 or 12 UGG boots
Any customized shoe or sandal, such as a custom Sven clog or boot
An order with multiple unusual sizes
We appreciate your understanding regarding our special order policy. Though the majority of orders are not classified as special orders, we must be careful when ordering certain products due to the amount of fraudulent activity and buyer advantages made possible by the internet.
If your order includes a "special order" item, you will be notified before we charge your credit card.
Thank you for your understanding!
Sale Shoes
Sale shoes are not returnable for refund but are eligible for exchange or online store credit as long as they are sent back in unworn condition. Shoes marked on "special" are eligible for refund or exchange. Some sale items are only listed "special" for the actual sizes we have in stock. Other times, certain sale items may be ordered in certain sizes. If a certain size needs to be ordered for a customer ,it may need to be sold to the customer at regular price. In this case, you will be notified before we order the product for you.
Look for the "sale" icon next to items in the shopping cart for greater savings!
10% Out of Stock Discount
In certain cases the item you order may not be available in stock due to reasons out of our control, such as a late truck shipment or bad weather. The main purpose for this discount is to allow our customers a 10% discount in either of the following situations:
1) If you "opt" (take that option) for an alternate product from the item originally ordered. Sometimes we have very similar product options that are almost the same as the one originally ordered. Customers who opt for this alternative become eligible for a 10% discount on an alternate style, color, or size from the products(s) they originally ordered.
2) If you do not want the alternate product presented and opt to wait for the original product ordered, you can still receive a 10% discount if we can not ship that item(s) within 30 business days of the date you ordered. Orders for product(s) subject to late delivery beyond our control, are NOT legible for the 10% out of stock discount.
This discount does not apply if we are expecting more of the product (you originally) ordered within 30 business days of your order date. These types of items we consider "temporarily out of stock" and the 10% off discount does not apply, unless of course you are a "Passport Member" in which case you would be receiving a 10% discount on all your products whether they are in or out of stocks. You can get the 10% discount off up to six months after the original order date if we do not contact the customer. The costomer has 30 days afters we send notification, to accept the 10% discount off an alternative item.
Passport Membership Discounts
As a "Passport Member", discounts cannot be combined with other special offers, discounts, or promotions. Sorry, we can only offer "no sales tax" to California Passport Members who order two or more pairs. If you are a California resident with a Passport Membership and you order one pair, you will still get a normal discount and free UPS Ground but will not receive the "no sales tax".Click here to read more about becoming a "Passport Member.
No Sales Tax
As
some of you may know we are located in central California.
We have never charged sales tax for any customers
residing outside of California. We've decided to extend
this to California residents as well. So, if
you live in California (some where outside of San
Luis Obispo County), or anywhere else, you can now
enjoy our No Sales Tax policy. If you are shipping
to an address in San Luis Obispo County and your order
does not include tax, we will add tax accordingly.
We reserve the right to adjust shipping and handling
charges at any time.
Shipping Charges
Since shipping rates vary with factors specific to each order (such as size, weight, insurance, content, and ship-to location) we may need to adjust the shipping and handling rate used during your online checkout process. We reserve the right to adjust shipping and handling charges at any time. See your shipping options here.
Promotional Prices and Discounts
If using a promotion code or discount of any kind, you must inform SheepskinShoes.com while you are placing your order. This can be accomplished by indicating the promotion code or discount in the "Special Shipping Instructions Comments" section when completing the online ordering process, or by contacting us by email or phone as you place your order. If you are a Passport Member, please type "Passport Member" and your membership # in the "Special Instructions" section during the checkout process. We will apply your discount after receiving your order, therefore your total upon checkout will not reflect the actual amount you will be charged.
We have provided a "Special Instructions" box for you to communicate with us anything we should know pertaining to your order. For example, "I need my package delivered by Tuesday, May 1st 2:00 p.m." or "Please send my package signature required." Please feel free to write several lines of text if needed to communicate any special requests or instructions you may have.
Volume Discounts
We are able to offer volume discounts on some large orders. Most volume discounts are given to orders containing multiple quantities of the same item or products. Sometimes we can give a volume discount on orders where the products are different but the dollar total of the order exceeds $600.00
Note: Volume discounts are handled on an individual basis. Due to differences in product availability, size, weight, ship-to address, shipping method, etc., we reserve the right to approve or disapprove any volume discount on any order at any time. Volume discount orders are not eligible for refund or exchange. If you feel your order may be eligible for a volume discount, contact us via e-mail (with the subject line "volume discount") or toll free(877) 756-2475.
Our E-mail Communication System
After you place an online order on any one of our websites, you will receive a series of e-mails as your order moves through our processing system. We try to be as thorough as we can in obtaining the product(s) you seek and completing your order in a timely manner. We ship products that come from all over the world and the availability of certian products can make it a bit tricky at times to get your product(s) shipped out fast. To communicate via e-mail to our customers regarding their orders, the following messages are used.
"Order Confirmation / Pending"
Sent at the final stage of submitting your order online.
"In Progress"
Sent to you when one of our customer service representatives initially starts working on your order after it is received.
"Approved"
Sent to you once we have your product and are processing your order. This is when your credit card gets charged and your package is getting ready to leave the building.
"Shipped"
Sent to you when your package has been shipped. You will receive your tracking number and be notified as to which products shipped from your order at this time.
"Canceled"
Sent to you when your order has been canceled at your request or because the product you orderd is not available and we have not heard back from you as to whether or not you would like to "opt" for an alternate choice.
"Declined"
Sent to you when your credit card declined and we did not hear back from you after attempting to contact you. Products for declined orders may be held for 48 hours before being restocked.
"Back Order"
Occassionally products may be out of the warehouse for only a few days, but in cases when product is unobtainable for a week or longer, we will send you this e-mail. Please respond to this e-mail and let us know if you would like to keep your existing order.
Shipping Policy for Exchanges
When exchanging an item from your original order, we will ship the replacement item via UPS Ground at no charge for your first exchange. If you require another shipping method, you will be charged the normal fee. If the exchanged item comes back as a second exchange, we will assess a normal shipping and handling fee before shipping you the second, third, fourth, fifth, exchange etc. All items being exchanged must be sent back to us in unworn condition. If the item being sent in for exchange or return shows wear, we may assess a cleaning charge or determine whether they are unexchangeable/unreturnable and ship them back to you.
If we have to clean, fix, or replace any part of your return product, your exchange or refund may be subject to a restocking fee of 10-20% of the value of the product.
Privacy Notice
We respect the privacy of our customers! We will retain certain order information for as long as we need it in order to fill back orders. We will contact customers who have back orders exceeding six months before shipping the products. We will never share your customer information or e-mail address with any outside companies or businesses seeking mailing list information. We paper shred any hard copies when we are through with the order and we take the privacy of all credit card information very seriously. Any hard copy paperwork being used to process your order is held in a locked, secure area. All of our servers are secure and we will continue to provide a safe format for online orders. We only store credit information for a short period of time while we are processing your order. Some credit information, on selected orders, cmay be stored for up to six months on our secured server for the customers convenience.
Packaging Conservation
Here at SheepskinShoes.com and all of our affiliate websites, we try to reuse/recycle all corregated and packaging materials. Not only do we recycle the typical cans, bottles, etc., at our warehouse facility, administrative offices, and retail location, but we also recycle and reuse some of the package and packing materials from our incoming shipments as well as our own used during the shipping and handling process.
We try to reuse all tissue papers, stuffing paper, brown paper, popcorn, bubble wrap, styrofoam, plastic bags, packing tape cores, cardboard boxes, etc. that come into our warehouse facility and retail locations. So, if you find any odd-sized or shaped materials inside your package to serve and protect your products we hope you will understand.
Please, we encourage you to try and recycle or reuse any of these materials as we try to conserve and preserve the precious resources on our planet. Thank you!
Order Problems
If you're having any trouble with your order, please e-mail us at info@shoesurfing.com with the subject line "Customer Situation". Please include as many relevant details as you can, including the nature of the problem, your name, order number, date, and anything else that could be pertinent to your order. We will make every effortto quickly resolve the problem and apologize for any inconvenience.
Complaints
We work very hard to offer you the best customer service we can and to ensure that you have a great online shopping experience. If you you have any complaints about our website or online ordering, we would like to be informed. Please email us at info@shoesurfing.com with the subject line "Consumer Complaint". We will contact you as soon as possible after receiving your complaint. We thank you for your business and look forward to a peaceful resolution. Thank uou!
Note: Due to the complexities of cartain server I.S.P connections, we may not receive your e-mail for a delayed period of time.
Payment Methods
We accept the following methods of payment:
Visa, MasterCard, Discover, American Express, PayPal, Cashiers Checks, Travelers Checks, or Money Orders. We accept personal checks with proper ID. Orders to be shipped using the "personal check" payment method will be subject to a 7 to 14 day waiting period, once the check is received, before the order ships. The waiting period for "out of state" checks is usually 10 to 14 days. This is a secured server so all information sent to us over the Internet will be secure and safe.
We gladly accept PayPal.
Ordering with PayPal is easy! If you would like to pay for an order with PayPal, place your order online and specify in the "special instructions" box that you would like to pay using PayPal. (You can also place your order with us by phone or send us your order via e-mail and indicate that you would like to pay using PayPal.) When we receive your order, we'll e-mail you an invoice with your total and instructions on how to complete your order.
You do not need an existing PayPal account to use this service. If you do not already have an account, simply place an order as instructed above. The e-mail you receive, including the invoice, will guide you through the account creation process. Creating a PayPal account is free and easy!
*We are not responsible for any duties, fees, or taxes you may incur associated with the shipping/handling fees of international and non-international orders. It is your responsibility to pay all duties, fees, and taxes when you pick up your parcel at the post office.
Due to UPS surcharges and variations in size, weight, shipping content, and ship to location, shipping and handling charges are subject to change at any time.
Standard Shipping Rate - Online Orders
Our standard shipping method is UPS Ground and is FREE on all orders shipped to the 48 continental states that total over $35.00. Most of our online orders will be shipped via this method, unless otherwise specifed by the customer or required by the nature of the order. UPS Ground rates are FREE to the continental 48 states unless your order totals less than $35.00, in which case we will ship via U.S. Mail at a cost of $6.50 for domestic and $20.00 for international.
Phone and Mail Orders
Phone orders are NOT eligible for free UPS Ground shipping offer. When placing a phone order, one of our customer service representatives will give you the best shipping rate for your "ship to" location.
Overnight Shipping
Our standard overnight method is "UPS Next Day Air Saver" (guranteed delivery by 6 p.m.) Rates for this method range between $13.00 - $55.00 per order, with the average rate usually being about $28.00 - $30.00. UPS Next Day Air Saver is the cheapest of three overnight methods offered by UPS. There is also "Next Day Air Early AM" (delivered by 10:30 a.m.) and "Next Day Air" (delivered by 3 p.m.). Any of the 3 overnight methods get the package to its destination by the next business day after it ships. UPS Saturday Delivery is available for an additional $15.00.
Hawaii and Alaska
We charge only $5.00 for shipping Priority Mail to Alaska & Hawaii on orders totalling over $35.00 ($8.00 if under $35.00). Hawaii & Alaska orders will be shipped via Priority U.S. Mail automatically (add $3.50 if you want insurance) unless another method is specifically requested. Hawaii & Alaska orders receive an additional $10.00 charge on top of the normal rate when shipped via UPS Next Day Air or UPS 2nd Day Air. Please specify if you want insurance.
Note: If you do not request insurance, you order will automatically be shipped without insurance and we will not be held responsible for lost packages.
International Orders
Most international orders need to be shipped viaU.S. Mail. Shipping rates on such orders start at $20.00 and go up from there and may require an additional $3.50 for insurance. Most of our international orders for one or twopair run about $38.00 (for shipping). Please specify if you want insurance. Due to certain factors such as weight, size, content, insurance, etc., we may need to adjust the shipping and handling rate used during your online checkout process and reserve the right to change this at any time.
Note: If you do not request insurance, your order will automatically be shipped without insurance and we will not be held responsible for lost packages.
If you are having your order shipped internationally, you may need to pay additional fees (duty fees or taxes) on the goods when you pick them up at the post office. These fees vary based on the country, and we CANNOT mark "gift" on the customs form to have the fees waived.
PO Boxes / APO Boxes
UPS
will not ship to PO Boxes or APO addresses.
If the product must be shipped to a PO Box
or APO address, then U.S. Mail (add $3.50
for insurance) will be the method of delivery.
If you would like us to ship your order
using something other than US Mail, then
contact
us or e-mail us at info@shoesurfing.com
to specify the method you wish to use when
shipping your order.
Package Retrieval
A $15.00 handling fee will be charged for any package retrieval and/or call tags issued as a result of a customer changing or cancelling an order after it is processed. This applies to orders shipped and processed before we receive email notification from customers trying to to change or cancel their order(s).
The following shipment options are available:
UPS
We use UPS Worldship as our standard shipping carrier. If you want your package delivered "Signature Required" you must state this in the section marked "special instructions comments" when checking out and a $2.00 fee may be added to your order.
Any order totaling under $35.00 will be shipped via US Priority Mail and be charged $6.50 for shipping and handling.
Ground, 3-Day Select, 2nd Day Air, 2nd Day Air AM., Next Day Air Early AM by 10:30 a.m., Next Day Air by 3:00 pm, Next Day Air Saver by 6 p.m.
Our default overnight shipping method is Next Day Air Saver.
(Note: UPS will not deliver to PO, APO, PPO addresses. We will then ship via US Priority Mailmail to these addresses.) Due to different weights, sizes, and package contents, we must sometimes make adjustments to the original shipping fee that appears on your online order after checkout.
FedEx
FedEx Int'l Ground is our standard shipping to Canada which will usually cost around $22.00 for just one pair.
FedEx Overnight - Earliest next business morning. Delivery to select locations. Saturday delivery not avaliable.
FedEx Priority Overnight - Next business morning. Friday shipments will be delivered Monday unless Saturday delivery (additional fee) is selected.
FedEx Standard Overnight - Next business afternoon. Saturday delivery not avaliable.
FedEx 2 Day - Second business day Thursday shipments delivered Monday unless Saturday delivery (additional fee).
FedEx Express Saver - 3rd business day. Saturday delivery not avaliable.
Due to different weights, sizes, and package contents, we must sometimes make adjustments to the original shipping fee that appears on your online order after checkout.
US Mail
Parcel Post, Priority Mail, Air Parcel Post, First Class & Express Mail are the US Mail methods available. Often times, a $3.50 charge will be added for insurance. Some countries do not offer postal insurance.
Any order totaling under $35.00 will be shippedPriority US Mail and be charged $6.50 for shipping and handling, unless we are notified otherwise.
Our default international shipping method is International Air Parcel Post which will get the package to your post offfice in 6-10 business days. Depending on customs procedures in your country, your package may be delievered beyond the normal 6-10 business day period.
If you are having your order shipped internationally, you may need to pay additional fees (duty fees or taxes) on the goods when you pick them up at the post office. These fees vary based on the country, and we CANNOT mark "gift" on the customs form to have the fees waived.
Due to different weights, sizes, and package contents, we must sometimes make adjustments to the original shipping fee that appears on your online order after checkout.
The ShoeSurfing.com Network
ShoeSurfing.com is part of a network of footwear (and related product) websites specializing in comfort footwear that are beneficial for foot and body function. We hope that you will enjoy surfing at all of our websites, and if you have any questions, please don't hesitate to call our TOLL FREE help line at (877) 756-2475. To enhance your shopping experience we are always working hard to add important information on the products we carry as it becomes avaliable.
The terms and conditions on this and all other Ordering & Policy pages are subject to change at any time.
