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Ordering & Policy
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Ordering and Policy 

STORE POLICIES

Please note that if an item is purchased from our retail stores, our retail location policies apply.

Returns

Orders and Cancellations

General Questions

Customer Support

Returns

Q.Amazon Return Information

  • If your order was purchased through Amazon.com, the Amazon.com return policy can be found here

    Amazon's Refund policy can be found here

    Shipping information for Amazon purchases can be found here

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Q.Exchanges and Returns

  • If you have questions about a return, click here

    If you would like to print out a return form, click here

    If you need to make a return for your AMAZON.COM purchase, click here.

    A return is any item sent back to us for the purposes of receiving an exchange or online credit. We do NOT offer returns for refunds unless the product is defective.

    If you are shipped an incorrect or defective product we will pay for the return shipping label. UPS handles our Free Return shipping. We will provide you with an electronic return label that you can print and attach to your return. If UPS does not service your area, please contact us as we may compensate a return for you with a different method. However, we will not reimburse any customer who returns an item via a different shipping method without having contacted us first. Once you apply for a free return label it can take 3-5 business days for you to receive that label.

    Returned items are NOT available for refund, but exchange or store credit ONLY. Store credit is usable online or at our Downtown San Luis Obispo location. Exchanges are subject to stock availability and may be subject to back order. We will cover the cost on an exchanges shipping only if shipped via UPS Ground or USPS Standard delivery.



    Merchandise being returned must meet ALL of the following conditions:

    • The merchandise must be received into our warehouse within 30 days of the processing date (60 days for International customers), which is the day the order was shipped and credit card payment was processed.
    • The merchandise must be returned in unworn new condition.
    • Merchandise must be returned in original packaging with all contents including literature, shoe inserts, etc.
    • If the original shoe box is damaged when we receive your return, you may be subject to a $9 repackaging fee.


    All Sales are returnable for exchange or online credit only even Special Orders. Please see our return policy - exchange section, as well as our Sale Shoes and Special Order sections for additional details.

     


    Mail exchanges and returns to:

    Attn: Mail Order Dept.
    3523 S. Higuera St, #B
    San Luis Obispo, CA 93401

    Please note we reserve the right to send back, at your cost, any items we feel have been worn, or items that were sent back due to defect and were found not to be defective.

     
    TYPES OF RETURNS

    Exchanges
    We cannot accept shoes that appear worn. Shoes must come back in the same condition as when they were shipped to you. We recommend wearing footwear with socks on carpeted surfaces when trying on new shoes. If the original shoe box is badly damaged when we receive your return, you may be subject to a $9.00 repackaging/restocking fee.

    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.

    Shipping charges are not refundable. Additionally, any shipping costs you may have accrued when returning items to us will not be reimbursed.

    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 un-exchangeable/un-returnable and ship them back to you at your expense.

    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.

    If we make a mistake on your order and authorize reimbursement for return shipping, we will only reimburse return shipping fees when it is a standard UPS or US mail ship method. We will not reimburse premium shipping methods.

    Online Credit
    Online credits are processed in a similar manner as exchanges. If an item is returned damaged we might not provide an online credit for the total amount of the product. In case we do not provide a full online credit, we will notify you as to the reason.

    Defective Merchandise
    We strive to provide the best product possible. However, due to the nature of manufacturing, occasionally there will be defective merchandise. If a customer believes an item is defective, they may send the item back. Once we receive your item we will contact you with an email indicating if the item is found to be defective by our returns department. We will then exchange, credit or repair the item for the customer as soon as this process is complete. Due to the policies of different manufacturers, the Exchange/Refund process associated with defective merchandise can take from a few days to a few months. We will attempt to keep you as updated as possible on this process if an item is determined to be defective.

    Note: Items are not considered defective if there is discoloration of the sheepskin, discolorations/damage due to improper cleaning, damage due to wear, dye transfer or fade. Merchandise not deemed defective will be returned at customer's expense.

    As a quicker resolution to defective merchandise, you may go to a local shoe repair shop and get a quote for repair. If we approve the cost we will reimburse you. Please email us a picture of the defective product and a copy of the receipt. We will either mail a check or credit the card that amount.

    Product images may not represent the true color of products. Slight dye lot variations, computer monitors and lighting can affect the color you see. Returns due to slight color variations under these circumstances will still be subject to our UPS Ground Return Fee at our discretion.

    UPS Ground Return Fee
    All orders returned that where shipped via "Free UPS Ground" will be subject to a $10 return fee. The $10 fee will de subtracted from the refund amount on the returned item(s). For example if you purchased an item that cost $99.95 and that was shipped free UPS Ground, then returned it for a refund, you will receive a refund of $89.95. If the item(s) is being sent back for exchange or online credit it will not be subject to a return fee. This $10 fee will be assessed  once per order.
     

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Orders and Cancellations

Q.Canceling an Order

  • 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 products into 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 and/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 email, then he/she should contact us immediately at 1-877-756-2475.
     

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Q.Promotional Codes

  • By using a coupon or promotion code you are agreeing to the terms and conditions listed with that coupon or promotion code. If you are directed here from a third party website outside of the ShoeSurfing.com Network, we will not be held responsible for any misrepresentation or omission of the terms and conditions.

    Coupon Codes

    If using a promotion code or discount of any kind, you must inform while you are placing your order. This can be accomplished by indicating the promotion code or discount in the "Special Shipping Instructions Comments" section during checkout or by contacting us by email or phone when you place your order.

    Coupon or Promotions are subject to Terms and Conditions. These terms and conditions are listed with the coupon code or promotion on our website. By using a coupon or promotion code, you are agreeing to its terms and conditions. If you are directed here from a third party website outside of the ShoeSurfing.com Network with intent to use a coupon or promotion, we cannot be held responsible for any misrepresentation or omission of the terms and conditions.

    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.

    Promotions are subject to change at any time. We reserve the right to void any active promotions without prior notice. If your order does not qualify for a promotion entered, we will still process your order without prior notice at regular price. Please include a notice in the special instructions and comments box at checkout if you would not like us to process the order without a valid promotion code.

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Q.Sale and Special Items

  • Sale Items

    All Sale items are considered final sale and are not returnable for a refund of the purchase price. We will accept items for exchange or online store credit, as long as they are sent back in unworn condition.

    Sale items ARE NOT eligible for our 10% Out of Stock Discount program.

    We will not honor promotion code discounts for Sale items.

    Sale items are products we have in stock at our warehouse If we need to special order an item from the manufacturer, we may need to charge you the Manufacturer's Standard Retail Price for that item. We will notify you if we need to special order an item and how much the cost of the item will be.

    Special Items

    Shoes marked on special are eligible for refund or exchange. Special items may be special ordered from the manufacturer, if available, at no additional cost.

    Special items are eligible for our 10% Out of Stock Discount program, and other promotion code discounts unless otherwise noted.

    Special items are NOT the same as sale items.

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Q.Payment Methods

  • Layaway

    Our layaway program is a great way to get a head start on a birthday or Christmas gift. It's easy, affordable and there are no service fees or finance charges. Also there are no cancellation fees if you cancel your order within 7 days from the date we received your deposit.

    The layaway program is very simple. All you need to do is place your order like normal. You will need to type the phrase "Layaway Program" in the Special Instructions and Comment box during check-out. We will contact you shortly to send you the layaway contract that you will need to sign and return with your initial deposit.

    A deposit of $30 will hold your order totaling up to $399.99 for a period of 60 days. A deposit of 30% of your order total will hold your order totaling $400 and up for a period of 60 days.

    Click here (right-click and Save As) to download the contract. Then fill it out and send it in to our warehouse.

    Accepted Payment Methods

    We accept the following methods of payment: American Express, Visa, MasterCard, Discover, PayPal, checks and money orders.

    Ordering with PayPal is easy! When checking out, just choose "PayPal" from the drop down menu. When we receive your order, we'll e-mail you an invoice with your total and instructions on how to complete your order. Payment through PayPal must be received within 10 days of our request for funds. If your payment is not received within 10 days, your item will be restocked and you may incur a $10 restocking fee.

     You do not need an existing PayPal account to use this service. If you do not already have an account, simply place your 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!

    Visa, Master Card, 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 7-14 day waiting period once the check is received and before the order ships. The waiting period for out of state checks is usually 10-14 days. Please make all checks/money orders payable to Shoesurfing.com.

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Q.10% Out of Stock Discount

  • In certain cases, the item you order may not be available 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 any of the following situations:

    • If your item is out of stock and you choose an alternate in its place, you are eligible for a 10% discount on your alternate selection. Sometimes we have very similar products that are almost the same as the one originally ordered.
    • If you do not want the alternate product offered and opt to wait for the original product ordered, you can still receive a 10% discount if we cannot ship that item(s) within 45 business days of the date you ordered. Orders for product(s) subject to late delivery beyond our control, are NOT eligible for the 10% out of stock discount.
    • This discount does not apply if we are expecting more of the product originally ordered within 45 business days of your order date. These types of items are considerd "back ordered" and the 10% discount does not apply.

    * Note: sale item(s) are not eligible for the 10% out of stock discount. This discount offer is only good for 30 days from the date at which the customer has been contacted regarding their item(s) being out of stock.

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Q.Special Orders, Special Shipping Instructions

  • Special orders may be returned for exchange or online store credit only. 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 or returned for a refund.

    What's a Special Order?

    A special order is any item that we determine to be an unusual size, color, quantity or style that we do not normally carry in stock. If your order contains one or more special order items, you will be contacted before the order is processed.

    Orders directly from a manufacturer; "Drop Shipping"

    Orders shipped to a customer direct from the manufacturer, known as drop shipping is considered a special order. Any order being drop shipped will be pre charged prior to the item being shipped from the manufacturer.

    ALL Drop Shipped items are considered a Special Order

    Any returns/exchanges from drop shipped orders must be sent to us (and not the manufacturer) at the following address:
             
                 Shoesurfing.com
                 Attn: Return Dept.
                 3523 S. Higuera St, #B
                 San Luis Obispo, CA 93401

    All Sven clogs and boots are considered special orders, due to the fact that Svens are custom made after you have placed the order. You will not be contacted regarding a special order if your order contains a Sven item.

    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

    Special orders fall under our Bulk Order policy as well.

    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 made possible by the internet.

    If your order includes a special order item (other than a Sven brand item), you will be notified before we charge your credit card.

    German Special Orders

    We strive to provide you the full catalog of Birkenstock products, As such, some of our Birkenstock and Birki products are German Special order. If the item is a German special order item, we will inform you.

    German special order products have an $80 order minimum and carry an extra $15 charge per pair. German special orders take 6-8 weeks to receive (there is a faster 2-4 week shipping method that carries a $25 charge). Once ordered, these items cannot be canceled. All German Special order items will be pre-charged. There are no exceptions. We appreciate your understanding!

    Special Shipping Instructions

    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 at 2 pm" or "Please send my package with signature required." Please feel free to write several lines of text, if needed, to communicate any special requests or instructions you may have.

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General Questions

Q.Our Email Communication System

  • After you place your order, you will receive various emails that update you on what step or situation your order is in. Please be sure to add our email address to your address book to ensure you receive this important information. Below is a list describing the messages you might receive and what they mean. It is important to us that we keep you informed about your order.

    Pending Order

    This email message will be sent to you once your new order is received in our order center.

    In Progress

    Sent to you when one of our customer service representatives initially starts working on your new order after it is received.

    Multiple Item Standby

    This email is for people who have ordered more than one item. Usually this means we have some of the items you ordered on hold for you and are waiting for the other item(s) to come into our warehouse. Then we can ship the complete order. This can really save on shipping costs for international orders.

    Order On Hold

    If you receive this message, please contact us right away! We send this when we are missing an important piece of information from your order and need it so that we can process your order. An example would be an order with no size or color specified.

    Approved

    Your credit card has been charged and your package is being prepared to leave the building.

    Out Of Stock

    Your item is not available anymore. Unlike backordered items, out-of-stock items have been discontinued by the manufacturer and are no longer available. Customers with out of stock items are eligible for a 10% discount on any regularly priced item in the future.

    Back Ordered

    Occasionally products may be out of the warehouse for only a few days, but in cases when a 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 on back order. If we do not hear back from the customer regarding this Back Order, we will ship the product to you when it comes into our warehouse for up to 6 months from the date of the order without any further communication from us.

    Shipped

    Your package has been shipped. You will receive your tracking number and be notified which products have been shipped.

    Shipped and Back Ordered

    This message indicates that we could only ship part of an order. The items that have not shipped at this point are still on Back Order and will ship as soon as they come into our warehouse.

    Shipped and Out Of Stock

    We have shipped one or more of the products and the remainder are out of stock and will never ship.

    Returned

    We have received your package and are currently handling your return. Our average time to put a refund onto an account is 5-7 business days after we receive the package back from the customer. Some refunds may take up to 30 days to process.

    Refunded or Exchanged

    We have refunded your account or have shipped you the item you requested as an exchange.

    Online Credit

    We have assigned you an online credit to be used towards your next order. Whenn placing your next order, write us a note in the "Special Instructions and Comments" box that you have a credit and we will apply it to your order after we receive it.

    Declined

    Your credit card has declined. We will also place a phone call to you if you are in the United states. Products for declined orders are restocked immediately. If you still want the item(s), please contact us right away.

    Canceled

    Your order has been canceled at your request, or the product you ordered is no longer available and we have not heard back from you as to whether or not you would like an alternate choice.

    Deleted

    Your order has been deleted from our system. This is sometimes done if we feel that the order is fraudulent in any way.

    In Store

    This message indicates that a customer has made a purchase in one of our retail store locations. If an order has been placed in-store this email will confirm the order is in our system.

    Order Update

    This email updates you on the status of your order. Please review the "Notes for Customer" section in this email for specific information pertaining to the order.

    Attempting to Order

    This email notification is to let you know that we are attempting to order one or more of your item(s) from the manufacturer and are waiting for the item(s) to come into our warehouse.

    Return Services

    We have issued a Return Label for one or more items in your shipment. All return labels are issued through UPS. Please be sure your email address can accept emails from pkginfo@ups.com. Electronic return labels will expire 10 days after receipt.

    Return with Defect

    All items being returned for defect are evaluated by the manufacturer. The manufacturer has the final decision on whether or not an item is defective. It may take several days for the manufacturer to respond. If the manufacturer has determined the item(s) in question to be defective, we will replace your product, if available, or refund you the purchase price, including shipping costs.

    Order Under Review

    We are very concerned about your shopping experience with our website, which is why your order is currently being reviewed by our customer situation team. We will update you with information as soon as possible. Please note that sometimes holidays and time zone differences can delay this process.

    Repair

    We have received your repair and will be contacting you shortly with pricing information pertaining to your repair options and cost. You will need to approve the work before your item can be worked on. Repairs usually take 2-4 weeks, depending on the complexity of the repair and the current work load.

    Layaway Program

    We have received your initial deposit of $30 or 30% of your order total. This deposit will hold your items for 60 days from the day we received your deposit.

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Q.Passport Membership Discounts

  • As a Passport Member, discounts cannot be combined with other special offers, discounts or promotions. Orders placed by passport members are subject to our Special Order/Bulk order policies. Passport memberships are intended for final consumer use. Click here to read more about becoming a Passport Member.

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Q.Shipping

  • UPS

    We use UPS 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 $3 fee may be added to your order.

    Please remember UPS does not ship on certain federal holidays. Please see this page for more information. We consider the delivery date as the next deliverable day according to UPS delivery schedule.

    Any order totaling under $90 may be shipped via US Priority Mail or UPS Ground at a rate of $9 or more for shipping and handling.

    Ground, 3-Day Select, 2nd Day Air, 2nd Day Air am, Next Day Air Early AM by 10:30 am, Next Day Air by 3pm, Next Day Air Saver by 6pm.

    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 Mail 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. Therefore, the shipping charge you see on your order at the time of checkout may be changed by us when we process your order.  Additional shipping and handling charges are accessed at our discretion when we process your order and not by the shopping cart system at time of checkout.  Shipping rules and regulations are consistently changing and may require us to need to access more shipping charges to your order before we ship it. 

    US Postal Service

    Parcel Post, Priority Mail, Air Parcel Post, First Class and 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 $90 may be shipped Priority US Mail or UPS Ground at a rate of $9 or more for shipping and handling.

    Our default international shipping method with USPS is International Air Parcel Post which will get the package to your post office in 6-10 business days. Depending on customs procedures in your country, your package may be delivered 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.

    US Mail quoted shipping times are estimates and NOT guarantees. If a package does not arrive within quoted time we and USPS are not liable.

    Domestic Shipping

    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. Therefore, the shipping charge you see on your order at the time of checkout may be changed by us when we process your order.  Additional shipping and handling charges are accessed at our discretion when we process your order and not by the shopping cart system at time of checkout.  Shipping rules and regulations are consistently changing and may require us to need to access more shipping charges to your order before we ship it.  The term "Free Shipping" as used on our website refers to Free UPS Ground in the 48 continental  U.S. states and no other shipping methods.

     

    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 $90. Most of our online orders will be shipped via this method, unless otherwise specified by the customer or required by the nature of the order. Therefore, the shipping charge you see on your order at the time of checkout may be changed by us when we process your order.  Additional shipping and handling charges are accessed at our discretion when we process your order and not by the shopping cart system at time of checkout.  Shipping rules and regulations are consistently changing and may require us to need to access more shipping charges to your order before we ship it.  UPS Ground rates are FREE to the continental 48 states unless your order totals less than $90, in which case we may ship via U.S. Mail or UPS Ground at a cost of $9 or more for domestic and $25 or more for international.     

    HOLIDAY SHIPPING

    In order to better service our customers we will occasionally upgrade the shipping method for the customer without contacting them for a Holiday delivery, this is due to variances in delivery dates from the manufacturer. In the case that we do this, we will attempt to split the charge with the customer on the upgraded method which would be UPS 3-day Select or UPS Second Day Air. This policy is in place to assist our customers in happy, trouble-free holiday shopping.

    If you feel that the shipping method change was done in error, please contact us at (877) 756-2475 and we will work to accommodate your request.

    *If there is no time line on an item ordered please indicate such in the special instructions box, so we can keep standard shipping on your purchase.

    Phone and Mail Orders Shipping

    Phone orders are eligible for the 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.

    UPS Domestic

    We use UPS World ship 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 $3.00 fee may be added to your order.

    Please remember UPS does not ship on certain federal holidays. Please see this for more information. We consider the date to be delivered as the next deliverable day according to UPS delivery schedule.

    Any order totaling under $90.00 may be shipped via US Priority Mail or UPS Ground at a rate of $9.00 or more for shipping and handling.

    Our default overnight shipping method is Next Day Air Saver, unfortunately we do not offer next day air shipping to our international customers.

    (Note: UPS will not deliver to PO, APO, PPO addresses. We will then ship via US Priority Mail 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.

    US Postal Service

    Parcel Post, Priority Mail, Air Parcel Post, First Class & Express Mail are the US Mail methods available. A $3.50 charge will be added if insurance. Please note some countries do not offer postal insurance.

    Any order totaling under $90 may be shipped Priority US Mail or UPS Ground at a rate of $9 or more for shipping and handling.

    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.

    Hawaii and Alaska

    We charge an additional $5 for shipping Priority Mail to Alaska and Hawaii on orders totaling over $35 ($8 if under $35). Hawaii and 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 and Alaska orders receive an additional $10 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.

    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 US 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 to specify the method you wish to use when shipping your order.

    International Shipping

    To our international customers: all of our sizes are quoted in US sizing. If you require a different size (UK/Euro sizing) please be sure to indicate that when you type in your size. If no other size chart is indicated we WILL SHIP the American size of any size entered. If you have forgotten to indicate a different size chart please contact us at 1-877-756-2475.

    UPS International Shipping Options

    Responding to customer request, we have started using UPS as an additional international shipping carrier. We hope to provide you with a better value for your money, increased service and satisfaction. Please remember this is a new service, and some policies are subject to change. Please provide us with feedback at info@shoesurfing.com or via any of our feedback forms.

    All Shipping costs are calucalted automatically at checkout. Please note that any customs charges, brokerage fees, VAT, or additional taxes levied will be YOUR responsibility they will be collected as a COD (cash on delivery) charge. Shipment times are estimates and are not guaranteed.

    Up to three delivery attempts will be made to your shipping address by a UPS associate. If item is not claimed, all charges and fee’s associated with non-receipt will be deducted from your refund/online credit when item is received back to our warehouse.

    UPS International Shipping Large Package handling and extended area surcharges

    Unfortunately due to varying rates we may occasionally have to assess an extra fee on UPS International shipping for unusually large and/or heavy orders, or if you live in certain areas determined by UPS know as extended areas.

    This fee can range from $20 to $50 US dollars. We will notify you if your order will be subject this extra fee. We appreciate your understanding regarding this issue. This is not often the case and even when applied, the increased speed and track ability make it a superior service to USPS alternatives.

    Incorrect Address UPS fee

    In the event that an incorrect address is provided on international shipments, the customer is responsible for any and all associated fees with an undeliverable/incorrect address. Please be sure to review the provided ship-to information for correctness. Contact us by phone at 1-877-756-2475 for the quickest service, we cannot guarantee immediate action on emails and do not recommend using them in this situation.

    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.

    Some international back orders may be subject to shipping charges. If we determine that some items on your order are back ordered for a long while and we decide to ship you the items(s) we currently have in stock for you order, we may charge you U.S. mail postage or UPS International fees (whichever is cheaper for you.) on the back ordered items.

    To our customers from Russia. Please note due to the amount of fraud we have been receiving you will be contacted BEFORE your order is processed. We may require extra information. There will also be a $35 processing fee associated with your order. We apologize for the inconveneince; we still hope to do business with you!

    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. Any exchange request from international orders assumes all risk or reoccurring customs charges if any.

    Package Loss with UPS

    Please check your front door, back door, porch, with your neighbor, or any possible location that the package could be. Refer to your tracking information at UPS.com for specific information for where product was left.

    After you are sure that the package is not at your residence please call us at 1-877-756-2475 and explain the situation to one of our customer representatives.

    We will report to UPS that the package is not at your location, and issue a tracer on your package. The purpose of the tracer is to provide proof of delivery. If UPS is unable to prove delivery, we will replace your item at no cost, or refund you for the product and shipping cost when applicable. We reserve the right to choose whether to issue a refund or issue a replacement of the product.

    The decission that UPS makes on package delivery is final, if they report that the package was indeed delivered to your location, you may not be reimbursed for the product cost.

    If you need a replacement product during this time period, it will be handled as a new and separate order. We cannot release new product without payment. We will try our best to accommodate you with new product and shipping at a special rate.

    Damage

    A damaged package may be reported to UPS by the receiver. An inspection by a UPS representative may be required. A damage inspection report is prepared and we will be contacted with the results of the UPS inspection. If approved for payment, we will replace your item at no cost, or refund your credit card for the product and shipping cost when applicable. We reserve the right to choose whether to issue a refund or issue a replacement of the product.

    US Mail International Shipping options:

    • International Priority Mail 10-15 Business days 
    • International Express Mail 5-10 Business days 
    • International Priority Mail For Canada! 10-15 Business days
    • International Express Mail For Canada! 4-8 Business days 

    All Shipping costs are calculated automatically at checkout. Any additional fees for international orders may be applied before 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.

    Some international back orders may be subject to shipping charges. If we determine that some items on your order are back ordered for a long while and we decide to ship you the items(s) we currently have in stock for you order, we may charge you U.S. mail postage or UPS International fees (whichever is cheaper for you) on the back ordered items.

    Russian Customers:

    Please note due to the amount of fraud we have been receiving you will be contacted BEFORE your order is processed. We may require extra information. There will also be a $35 processing fee associated with your order. We apologize for the inconvenience; we still hope to do business with you!

    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. Any exchange request from international orders assumes all risk or reoccurring customs charges, if any.

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Q.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, may be stored for up to six months on our secured server for the customer's convenience.

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Q.Packaging Conservation/Reuse

  • Here at and all of our affiliate web sites, we try to reuse/recycle all corrugated 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 even invert many of our incoming boxes so that they get reused.

    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 to recycle or reuse any of these materials as we try to conserve and preserve the precious resources on our planet. Thank you!

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Q.Donations for Dollars

  • Here at ShoeSurfing.com we like to make your shopping experience fantastic, and make you feel good too! That’s why we have our Donations for Dollars program. If you have any slightly worn or unused shoes in your closet why not send them in? We’ll donate them through our Gifts From the Sky program so they get used by people in need and provide you with a discount on a new pair you want! You can trade in your shoes today for a new pair that will make your feet happy tomorrow! Please read on for further details.

    Minimum order to use your credits is $120. There is a maximum $5 credit per pair sent in. We determine the value of products that come in. We can only allow a maximum of 15 pair sent in at one time per month. There is a maximum of 5 items at $5 each for a maximum credit of $25 on a single order. There is a $140 minimum order to use a credit of $15 or higher.

    If you send us 5 or more pairs (up to 15) we can provide you with a pre-paid shipping label, (click here to apply). If you receive a shipping label the minimum order to receive a discount becomes $160, and the maximum discount of $25 for 5 pair will still apply, if more than 5 items are sent in your additional credit above the $25 will be carried over to use on other new orders. Any new orders using carried over credits must also total $160 or more. Please note that very inexpensive sandals or shoes sent in to us might receive less that the $5 credit.

    Program Details:

    Shoes can be sent in at any time; no order needs to be placed before items are sent in. Credits will be kept on file to be used when you place your next order.

    • $120 Order minimum without shipping label
    • For discount ($5-$10 credit) after sending in 1-2 pair
    • $140 Order Minimum without shipping label
    • For discount ($15-$20 credit) after sending in 3-4 Pair
    • $160 Order minimum (with shipping label for 5-10 pair)
    • For discount ($25 credit) after sending in 5 pair or more
    • $5 per pair credit per pair received.
    • Maximum of 5 items for a credit to be used on a single order
    • Maximum items taken in per month at one time is 15
    • 5 or more products up to 10 qualify for a return label from us
    • 4 or less shipping is paid by customer
    • 11 or more shipping is paid by the customer
    • Low-end shoes get smaller credit, e.g., $2 flip-flop will receive $2 dollar credit
    • Credits can be used on NEW orders and can contain Sale and New items
    • Credits received are for online use only
    • Cannot be combined with other promotions

    Remember shoes can be sent in at any time, when we receive your shoes we will place a credit form in our system for you. You will receive an email with the details of your credit along with directions on how to redeem your credits.

    We reserve the right to inspect the shoes sent in, once we determine the items are in good condition we will provide you with your credits. Donation credits are not of cash value, and if an order is not placed with us we will not provide any monies to you for your donation. Credits for this program never expire.

    We like to make you feel good by offering you a credit towards your next order, and from the feeling that your unused shoes are going to someone who really needs them. Read about where your shoes are going here, we will be shipping out shoes to those in need regularly through our Gifts From the Sky program.

    Are you in need of a donation? We provide new shoes as well as used shoes in good condition, to those in need with our Gifts From the Sky program.

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Q.Identity Theft Prevention Program and Fraud Checks

    • 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 Philippines, Nigeria, Saudi Arabia and Ghana or surrounding areas will be contacted as identity theft is very prevalent in these areas.

    Fraud Checks

    In order to protect the personal information of our customers we perform fraud checks on any orders that appear to contain information that could be considered fraudulent.  We will contact customers with an email outlining a few additional pieces of information for verification that is needed before we can ship your order.  Also, there will be a form attached that must be signed and faxed in.  If you feel that we are approaching you in error or you have ordered with us before without providing such info, please call us at 1-877-756-2475 and let us know.  We strive to protect our customers personal credit information and do perform “fraud checks” as a courtesy to our valued customers.

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Q.Signing for Packages

  • Our customers can request that their package is signed for or left on the premises.

    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. We 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.

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Q.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 you do not want to wait. If we do not receive a response from you, we will keep your item on back order and 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 backorder open to ship for up to six months, unless we hear otherwise. If this package is Refused, the customer may be charged a $10.00 handling/restocking fee. Also, no shipping and handling costs will be refunded. If you DO NOT want your item or to stay on back order, it is your responsibility to respond to our back order notice!

    Back Orders are subject to price increases. Once an item has been on back order for longer than 30 days, those product(s) still on back order are subject to any price increases that have taken place before they ship. If your item(s) ship after being on back order for longer than 45 days you will receive a 10% discount.

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Customer Support

Q.How long does it take to get my item after ordering?

  • Time Frame

    We will start processing 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 backorder and cannot be shipped right away. If your order is needed by a certain date, please let us know ASAP. During checkout, you will be provided with a space to enter any special shipping instructions or time deadlines. You also may call us toll free (877) 756-2475 or e-mail us at with any details pertaining to your order.

    US Mail quoted shipping times are estimates and NOT guarantees. If a package does not arrive within quoted time we and USPS are not liable.

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Q.Price Changes

  • If an item is purchased within 48 hours of a price change and the amount is less than the original price paid we will refund the difference of the price. Any item(s) purchased after or before the 48 hours will not be reimbursed for any differences in price.

    We reserve the right to modify prices at any point without notice.

    However unintentional price modification and/or price modifications due to reasons beyond our control such as server outage, corrupted data, etc. will not be honored.

    Due to cost fluctuations within manufacturing, changing inventory and late price change notifications from our suppliers, occasionally items will be subject to price increases or decreases without notice. If an item is purchased within 48 hours of a price change and the amount is less than the original price paid, we will refund the difference of the price. Any item(s) purchased after or before the 48 hours will not be reimbursed for any differences in price. This is not subject to promotional or sale item discounts that might be applied to our items; we will not provide any reimbursement on these items.

    We reserve the right to modify prices at any point without notice. Price changes due to reasons beyond our control will not be honored.

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Q.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 have any complaints about our web site or online ordering, we would like to be informed.

    Please email us at with the subject line "Consumer Complaint." Any email sent with this heading is reviewed quickly. We will contact you as soon as possible after receiving your complaint. If you have an order problem, please select the most pertinent heading via our Contact Us page. We thank you for your business and look forward to a satisfactory resolution for you. Thank you!

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Q.Order Problems

  • If you're having any trouble with your order, please e-mail us via our Contact Us page choose 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 effort to quickly resolve the problem and apologize for any inconvenience.

    Our site not responsible for external factors, such as natural disasters, traffic laws, or a sudden war.

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Q.E-marketing Disclosure

  • All Promotions are limited to the Stock we have on hand. If we run out of an item(s) listed in the promotion, our discounted/special pricing will no longer apply.

    Sizes available will change quickly during our promotions, we try our best to be accurate with any stock information and stock on hand; however there are cases when we will no longer have the advertised product(s) available and as such will be in contact with alternatives if any apply.

    Promotional codes must be entered into the Promotional Code box and if specified the Special Instructions and Comments box to be honored. If Promotion code is not present in both of these boxes the promotions MAY NOT BE honored. Promotional codes are valid on NEW ORDERS ONLY. If you are currently on Back Order new promotions CANNOT be applied, if you wish to use the promotion code you must PLACE A NEW ORDER. But such an action will lose your place in Back Order and we cannot promise receipt of products.

    Our Free Shipping is valid on orders totaling over $90 and shipping to the 48 contiguous US States. It is NOT valid on any international orders or orders requesting an expedited shipping method. This offer is not valid to Alaska and Hawaii.

    Promotions cannot be combined unless explicitly stated on a promotional email. If the promotion is not listed it CANNOT be combined with any other offers or promotions.

    Promotional prices quoted in any promotion were accurate at the time of sending, some prices however will change when you visit us. We apologize for any inconvenience, as we do attempt to be as accurate as possible.

    Our system does not automatically process some promotions; we will go through manually and adjust prices on your order. If your total is not reflected correctly upon shipment please contact our customer service center at 1-877-756-2475.

    We will no reimburse any amount concerning promotions on orders already placed with us before the promotion became active. Promotions are valid on NEW orders only, placed within the duration of the promotion at the bottom of our promotional emails.

    All regular terms and conditions apply, as well as promotional terms and conditions.

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Q.Charging Credit Cards

  • We do not charge your credit card when you checkout! Only when your items are ready to be shipped do we charge your card. The only exception is orders over $650.00. These orders may be charged as many as seven days prior to the ship date.

    As a part of our identity theft prevention program, we usually "charge and wait" before shipping large orders totaling over $650.00, unless we have current order history on file. 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. If you wish to use more than one credit card, please contact us via phone and confirm information. We may pre-charge the order if it is across multiple card accounts.

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