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Ordering Methods

Online

To place an online order at ShoeSurfing.com using our secure shopping cart, choose the style you wish to purchase by surfing through the many categories and subcategories available. Scroll down, type your size and width in the space provided, and fill out any other write-ins.

• Click the Buy Now button to add the item to your secured shopping cart. Enter your country, state, zip code, and preferred shipping method. Click the 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 promotional code. 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!

By Phone

To place an order by telephone call us TOLL FREE at 1-877-756-2475. We are on 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 we have customer service representatives available throughout the day. During our busy fall and winter season we bring in many extra customer service representatives. We sometimes cannot keep up with the extra incoming telephone calls and we apologize for any inconvenience. If you leave a message we will get back to you as soon as possible.

Phone orders are eligible for the Free UPS Ground rate used for online orders.

Before you call please have the style name and style number, size, and color choice for each item, as well as shipping and billing information.

By Email

You can email us the ship to and bill to information, as well as the product information on the item(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.

By Fax

You can fax your order to us at (805)-541-1496.

Please include the style name, style number, 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.

By Mail

Mail your order to:

• ShoeSurfing.com
• Attn: Mail Order Dept.
• 746 Higuera St, #5
• San Luis Obispo, CA 93401

Please note: We recommend our customers call us TOLL FREE at 1-877-756-2475 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.

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Return Policies

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Need to Make a Return?

Products are returnable for exchange or online credit only.

We define a return as an item being sent back for an exchange or online credit.

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, which is the day the order was shipped and credit card payment was processed.
• The merchandise must be returned in unworn condition.
• Merchandise must be returned in original packaging with all box contents such as, literature, packaging, etc.
• If the original shoe box is badly damaged when we receive your return, you may be subject to a $9.00 repackaging/restocking fee.

Note: Sale shoes and Special Orders are returnable for exchange or online credit only. 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:

• ShoeSurfing.com
• Attn: Mail Order Dept.
• 746 Higuera St, #5
• 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, or items that were sent back due to defect and were found not to be defective, that you are trying to return or exchange.

Please include this form with your return.

Exchanges

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 $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.

If we have to clean, fix, or replace any part of your return product, your exchange 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 are authorized to reimburse 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.

Unfortunately we cannot provide free shipping to our international customers at this time. Items being returned for exchange will be assessed the normal shipping fee to send the exchange to the customer.

Online Credit

Online credits are processed into a similar manner as exchanges. If item is returned damaged we might not provide an online credit for the total amount of the product. In the case that 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. Please check your order as soon as you receive it, and contact us immediately if you believe the product has a defect. We want to get you a good product as soon as possible.

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 manufactures 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, and will be returned at customer’s expense.

Often as a quicker resolution to defective merchandise, you may go to a local shoe repair shop and get a quote for repair and if we approve the cost we will reimburse you. Please email us a picture of defective product and a copy of the receipt, we will either mail a check or credit the credit account.

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.

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Your Order

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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 1-877-756-2475.

*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 confirmed “cancellation” email from us then he/she should contact us immediately at 1-877-756-2475.

Promotional Codes

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 the terms and conditions listed with the coupon or promotion code. If you are directed here from a 3rd party website outside of the ShoeSurfing.com Network with intent to use a coupon or promotion we will not be held responsible for any misrepresentation or omission of the terms and conditions.

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.

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.

Signing for Packages

Our customers have the choice of requesting that their package is signed for or to have it 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. 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 1to 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 we attempt to contact the customer via email, phone, or fax to inform them about an item currently being backordered, and we never hear back from the customer, we will ship the product(s) upon arrival into our warehouse if it is within 6 months of the order date. 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(s) 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 on those items before they ship. If your item(s) ship after being on back order for longer than 45 days you will receive a 10% discount as part of our 10% out of stock discount.

Price Changes

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.

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

Special Orders

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.

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.
• 746 Higuera St, #5
• San Luis Obispo, CA 93401

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, due to the fact that Sven’s are custom produced after you have placed the order. You will not be contacted regarding a special order if your order contains a Sven item.

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

• 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

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 $80.00 order minimum, and carry an extra $15.00 charge per pair. German special order take 6-8 weeks to receive (there is a faster 2-4 week shipping method, that carries a $25.00 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!

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 unless the terms of the promotion explicitly include sale products.

“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 MSRP for the items. We will notify you if we need to special order an item and how much the cost of the item will be.

Special Items

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.

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 domestic shipping options or your International shipping options.

Our E-mail Communication System

After you place your order, you will receive various emails from us to keep you updated. As your order moves through our processing system the emails you receive will describe what step or situation your item 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 order complete. This can really save on shipping costs for international orders.

Order On Hold

If you receive this email notification 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 and/or color for a product specified.

Approved

Sent to you once we have your product pulled from stock and are processing your order. This is when your credit card gets charged and your package is being prepared to leave the building.

Out Of Stock

When the item you have ordered is not available anymore we send this message. It may be just the size or color that is Out of Stock. We try to order more from the manufacturer but the item is just no longer available.

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 up to 6 months from the date of the order without any further communication from us.

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.

Shipped and Back Ordered

When 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 Stocked

This email will be sent when we have shipped one or more of the products and the remainder or out of stock and will never ship.

Refunded and/or Exchanged

Letting you know that we have refunded your account and/or have shipped you the item you requested as an exchange.

Online Credit

Letting you know that we have assigned you an online credit to be used towards your next order. During checkout upon 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

Sent to you when 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. So if you still want the item(s), please contact us right away.

Canceled

Sent to you when your order has been canceled at your request. Or because the product you ordered 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. We do have an “Out-of-Stock” discount when you “opt” for an alternative product.

Deleted

Letting you know that 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 is what we send to communicate with a customer who 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 is to update you on the status of your order. Please review the “Notes for Customer” section in this email for specific information pertaining to this 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 usually within a few days.

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 indeed 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 review 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 your shortly with pricing information pertaining to your repair options and cost. You will need to approve the work before your item will be worked on. Repairs usually will take 2 to 4 weeks depending on the work to be done, and the current work load.

Layaway Program

This email is to inform you that we have received your initial deposit of $30.00 or 30% of your order total. This deposit will hold your items for 30 days from the day we received your deposit.

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.

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Payment Methods

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We Accept the following Payment methods

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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 totaling 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 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. 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.

Identity Theft Prevention Program

We have an “Identity Theft Fraud Prevention Program.”

• We report 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 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 has become very prevalent in these areas.

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 to 14 day waiting period, once the check is received, before the order ships. The waiting period for out of state checks is usually 10-30 days (depending on approval). International (Canada) Checks may take up to 45 days to clear. Please understand that we cannot ship your order without approval. All out-of-state and International checks maybe subject to a collection fee (up to $15), depnding on your banks approval process. This is a secured server so all information sent to us over the Internet will be secure and safe.

Please make all checks/money orders payable to Shoesurfing.com.

Layaway

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

The layaway program is very simple, and 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 $30.00 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 $400.00 and up for a period of 60 days.

Click here to download the contract fill it out and send it back to our warehouse.

PayPal

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 email 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. 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.

Please be sure to include your mailing and billing address with your PayPal 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!

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Promotions and Discounts

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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:

• If you take the option for an alternate product from the item originally ordered you may become eligible for a 10% discount on an alternate style, color, or size from the product(s) originally ordered if you ask us to apply it to your order. Sometimes we have very similar product options that are almost the same as the one originally ordered.
• 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 cannot ship that item(s) within 90 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 (you originally) ordered within 45 business days of your order date. These types of items are considered “back ordered” and the 10% off discount does not apply.

Coupon Codes

Special Instructions and Comments
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.

*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 there item(s) being out of stock.

If using a promotion code or discount of any kind, you must inform ShoeSurfing.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.

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 the terms and conditions listed with the coupon or promotion code. If you are directed here from a 3rd party website outside of the ShoeSurfing.com Network with intent to use a coupon or promotion we will not be held responsible for any misrepresentation or omission of the terms and conditions.

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.

Promotional Price Changes

Price changes due to promotional codes and or discounted pricing will not be honored unless a promotion code is present at time of order. We will NOT refund/reimburse any cost on a past order. We will only honor the promotional pricing on NEW orders placed with a valid promotional code.

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Domestic Shipping

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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 page 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. 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 Incorrect Address Fee

UPS charges an $11 fee for any orders which are addressed incorrectly. To avoid this fee please double check your shipping address.

US Postal Service

Parcel Post, Priority Mail, Air Parcel Post, First Class and 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 $90.00 may be shipped Priority US Mail or UPS Ground at a rate of $9.00 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. 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.

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 U.S. states and no other shipping methods.

Standard Shipping Charges – Online Orders

Our standard shipping method is UPS Ground and is FREE on all orders shipped to the 48 continental states that total over $90.00. 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. 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 $90.00, in which case we may ship via U.S. Mail or UPS Ground at a cost of $9.00 or more for domestic and $25.00 or more for international.

Domestic Shipping Rates

Shipping Method	Base Price	Add Per Product
Free UPS Ground (Continental U.S. 48 States on orders over $90.00.)	$0.00	$0.00
UPS Ground ( For orders under $90.00.)	$10.50	$0.00
UPS 2 Day Air (Continental U.S., Hawaii & Alaska only! Hawaii and Alaska $12.00 fee to be added. Not available for International.)	$30.00	$8.00
UPS 3 Day Air (Continental U.S. only! Not available for International.)	$15.00	$8.00
UPS Next Day Air (Continental U.S., Hawaii & Alaska only! Alaska $12.00 fee to be added. Not available for International.)	$60.00	$15.00
U.S. Mail Priority (Standard 3-7 Day Shipping Method for AK & HI. Not available for Intl. Orders.)	$13.00	$4.00
U.S. Mail Express (2 Day U.S. Only. AK & HI $12.00 fee to be added! Not avail for Intl.)	$26.50	$8.00
U.S. Mail for Orders Under $26.00 (5-10 Day Shipping Method Continental U.S. only. Not available for AK, HI, or Intl. Orders.)	$7.50	$1.50

Hawaii and Alaska

We charge an additional $5.00 for shipping Priority Mail to Alaska & Hawaii on orders totaling over $35.00 ($8.00 if under $35.00). 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 & 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.

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 1-877-756-2475 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.

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 decision 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.

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.

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.

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International Shipping

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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.

International Shipping Rates

Shipping Method	Base Price	Add Per Addtional Product
International Priority Mail (15-20 Day via U.S. Mail to your post office.)	$58.00	$10.00
International Priority Mail For Canada (10-20 Day U.S. Mail Exclusively for Canada)	$36.00	$7.00
UPS Expedited Service to Canada (2 to 4 Business Days: Tracking Available)	$40.00	$15.00
UPS Expedited Service to Mexico (2 to 6 Business Days: Tracking Available)	$30.00	$15.00
UPS Expedited Service to Europe (3 to 6 Business Days: Tracking Available)	$65.00	$15.00
UPS Expedited Service to All Other Territories (5 to 8 Business Days)	$80.00	$25.00
UPS Expedited Service to Special Territories (4 to 8 Business Days: Tracking Available)	$240.00	$40.00

UPS International Shipping

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.

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, known 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.

*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.

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 1-877-756-2475 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.

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 decision 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

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 contact BEFORE your order is processed. We may require extra information. There will also be a $35.00 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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Other Information

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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.

Packaging Conservation

Here at ShoeSurfing.com 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!

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 Here 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!

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.

Note: Due to the complexities of certain server ISP connections, we may not receive your e-mail for a delayed period of time.

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 $90.00 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.

Our site not responsible for external factors; Natural disasters, traffic laws, or a sudden war.

The terms and conditions on this and all other Ordering & Policy pages are subject to change at any time.