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Frequently Asked Questions

  1. Is it safe to use my credit card on your website?
  2. Is it safe to use my debit card on your website?
  3. Can I order over the phone?
  4. What forms of payment do you accept?
  5. How can I check the status of my order?
  6. How long does it take to receive my order?
  7. What are the costs?
  8. Will you charge sales tax on my order?
  9. Can I return or exchange my purchase?
  10. What is your return policy?
  11. Why can't I print my return label?
  12. I didn't receive an order confirmation or shipment notification by email. How can I get another copy?
  13. Why doesn't the tracking number work?
  14. UPS says my order was delivered but I did not receive it. What can I do?
  15. How can I cancel my order?
  16. How can I change my order?
  17. How can I get a discount that wasn't applied to my order?
  18. What if I find the same item on other website at a better price?
  19. Why won't my order go through?
  20. When placing an order I get an error message stating that there has been an authorization failure. What went wrong?
  21. What are cookies? Do I need to enable cookies on my browser to shop at Shoebuy.com?
  22. Do you carry a specific brand/size/color/width?
  23. How can I find out more information about a specific item that is not shown on the website?
  24. The size/color/width I want is currently out of stock. Can you notify me when the item is available?
  25. Can I make a purchase from outside the U.S.?
  26. Do you ship to addresses outside the U.S.?
  27. Do you ship to P.O. Boxes or Military APO/FPO addresses?
  28. Do you do back orders?
  29. When do you charge a credit card for an order?
  30. Do you sell gift certificates?
  31. Do you have a catalog?

Q: Is it safe to use my credit card on your website?

A: Yes. We guarantee that any purchase you make on the Shoebuy.com website will be 100% safe. Every Shoebuy.com purchase is backed by our 100% Safe Purchase Guarantee and our servers use Secure Sockets Layer (SSL), an encryption technology that works with modern browsers including Microsoft Internet Explorer, Mozilla Firefox, Apple Safari, Netscape, and AOL's browser, so that only Shoebuy.com can read a buyer's personal information. Shopping online at Shoebuy.com is statistically safer than using your credit card at a restaurant or department store. Technical experts point out that online purchases without human intervention are far safer than traditional credit card transactions because the information is immediately encrypted into a scrambled message that can only be decrypted by an authorized computer. To learn more, click here.

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Q: Is it safe to use my debit card on your website?

A: Yes. Please note that if you choose to pay by debit card, the amount you charge will be put on hold, meaning it will not be available to you once you place your order. When your order is shipped, your order total will be withdrawn from your account and the original hold will be voided.

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Q: Can I order over the phone?

A: Yes. If you would like to order by phone, a Customer Service associate will assist you to complete your purchase. Please call Shoebuy.com Customer Service toll-free at 1-888-200-8414. From outside the U.S., call +1 617 451 2880.

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Q: What forms of payment do you accept?

A: To see a complete list of payment options accepted on the Shoebuy.com website, click here.

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Q: How can I check the status of my order?

A: If you have your order confirmation number, click here to check the status of your order. To learn about more about order tracking, click here.

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Q: How long does it take to receive my order?

A: As a general rule, processing time plus shipping time equals total delivery time. Processing time typically ranges from 1-3 days. Processing time includes receiving your order and packing the item for shipping. After processing is complete and shipping begins, shipping time is the UPS transit time from our warehouse(s) to your shipping address. Allow 3-10 business days for receipt within the United States. Receipt of international orders takes 5-14 business days.

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Q: What are the costs?

A: To see a complete list of shipping options and costs for purchases made on the Shoebuy.com website, click here.

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Q: Will you charge sales tax on my order?

A: No. Enjoy no sales tax on every U.S. order (with the exception of orders shipping to New York State). Shoebuy pays all applicable sales tax for you.

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Q: Can I return or exchange my purchase?

A: To see our Return/Exchange Policy and instructions for making a return or an exchange, click here.

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Q: What is your return policy?

A: To see our Return/Exchange Policy and instructions for making a return or an exchange, click here.

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Q: Why can't I print my return label?

A: If you are experiencing difficulty printing your return label, we are happy to assist you. Contact Shoebuy.com Customer Service toll-free at 1-888-200-8414. From outside the U.S., call +1 617 451 2880. Please note that return labels must be printed within 10 days of being created.

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Q: I didn't receive an order confirmation or shipment notification by email. How can I get another copy?

A: If you have your order confirmation number, click here to check the status of your order. If you do not have your order confirmation number and did not receive a copy of your order confirmation or shipment notification, contact Shoebuy.com Customer Service toll-free at 1-888-200-8414. From outside the U.S., call +1 617 451 2880. To learn more about order tracking, click here.

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Q: Why doesn't the tracking number work?

A: It may take 24 hours before tracking information appears on the UPS website. For further assistance, contact Shoebuy.com Customer Service toll-free at 1-888-200-8414. From outside the U.S., call +1 617 451 2880.

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Q: UPS says my order was delivered but I did not receive it. What can I do?

A: A Customer Service associate will be happy to assist you. Contact Shoebuy.com Customer Service toll-free at 1-888-200-8414. From outside the U.S., call +1 617 451 2880.

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Q: How can I cancel my order?

A: Contact Shoebuy.com Customer Service toll-free at 1-888-200-8414or from outside the U.S. at +1 617 451 2880 as soon as possible after placing your order. Please note that your order can only be cancelled during processing phase. Processing time typically ranges from 1-5 business days. Once the order is shipped, it cannot be cancelled.

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Q: How can I change my order?

A: Contact Shoebuy.com Customer Service toll-free at 1-888-200-8414or from outside the U.S. at +1 617 451 2880 as soon as possible after placing your order. Please note that changes to your order can only be made during processing phase. Processing time typically ranges from 1-5 business days. Once the order is shipped, it cannot be changed.

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Q: How can I get a discount that wasn't applied to my order?

A: Please contact Shoebuy.com Customer Service toll-free at 1-888-200-8414or from outside the U.S. at +1 617 451 2880 or send an email to service@shoebuy.com with the specific promotion or discount and the order will be reviewed. Applicable discounts will be applied once the order has been shipped.

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Q: What if I find the same item on other website at a better price?

A: If you find an item for a lower price on another website, we will refund you 100% of the difference between the lower price and Shoebuy's price. We'll even refund the difference if we lower the price at Shoebuy.com! To learn more about the Shoebuy.com 100% Price Guarantee, click here.

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Q: Why won't my order go through?

A: Below are the most common explanations for an order not going through:

  • If the error message references billing address verification error, this typically indicates that the credit card company or the network they use has coded a different billing address than you provided. If you moved within the past 6-9 months, you may want to enter the old billing address and try again. Please note you may want to contact your credit card (or bank) first as each attempt will place a hold on the funds being attempted for pre-authorization.
  • If the error message references the order is being refused, please contact your credit card company (or bank) to determine their reason for the refusal.
  • If you experience an error after checking out of the shopping cart, but before entering any other information, this typically indicates that your computer is not set to accept cookies. You can either enable cookies on your computer or contact Shoebuy.com Customer Service toll-free at 1-888-200-8414 or from outside the U.S. at +1 617 451 2880 to complete your order over the phone.

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Q: When placing an order I get an error message stating that there has been an authorization failure. What went wrong?

A: If you are using a credit card to pay for your purchase, please double check the credit card number and expiration date on your card. Also, please be aware that we currently accept Visa, Mastercard, American Express, Discover, Diners Club, and JCB for credit card and/or debit card payment. Below are additional explanations for an order not going through:

  • If the error message references billing address verification error, this typically indicates that the credit card company or the network they use has coded a different billing address than you provided. If you moved within the past 6-9 months, you may want to enter the old billing address and try again. Please note you may want to contact your credit card (or bank) first as each attempt will place a hold on the funds being attempted for pre-authorization.
  • If the error message references the order is being refused, please contact your credit card company (or bank) to determine their reason for the refusal.
  • If you experience an error after checking out of the shopping cart, but before entering any other information, this typically indicates that your computer is not set to accept cookies. You can either enable cookies on your computer or contact Shoebuy.com Customer Service toll-free at 1-888-200-8414 or from outside the U.S. at +1 617 451 2880 to complete your order over the phone.

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Q: What are cookies? Do I need to enable cookies on my browser to shop at Shoebuy.com?

A: A cookie is a small amount of data that is sent to your browser from a website and is stored on your computer's hard drive. If your browser's preferences allow it (most browsers are installed with cookies enabled), each website can send its own cookie to your browser. To protect your privacy, cookies do not store personal information but instead use anonymous unique identifiers. Each website can only access the cookie they have sent to your hard drive, not the cookies sent by other websites. You need to enable cookies on your browser to enjoy all the shopping features at Shoebuy.com. Cookies need to be enabled on your browser so you can add products to your shopping cart and to access your Shoebuy.com account information.

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Q: Do you carry a specific brand/size/color/width?

A: Below are two quick and easy ways to find the products you are looking for:

  • Click on the "Advanced Search" link at the top of this page and you will be taken to a page where you can select multiple search criteria, including brand, color, size, and width. After making your selection, the results of your search will be displayed.
  • Click on the "Brands" link at the top of this page and you will be taken to a page that includes our complete list of brands. Click on any brand link to view all products that we currently carry for that brand.

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Q: How can I find out more information about a specific item that is not shown on the website?

A: Contact Shoebuy.com Customer Service toll-free at 1-888-200-8414 or from outside the U.S. at +1 617 451 2880 or send an email to service@shoebuy.com. A Shoebuy.com Customer Service associate will be happy to assist you.

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Q: The size/color/width I want is currently out of stock. Can you notify me when the item is available?

A: On the product details view of most items, there is a "Notify me when my size is available" link that enables you to receive an email from us when a specific size/color/width is restocked. If this feature is not listed on the product details view of the item you would like to purchase, please feel free to contact Shoebuy.com Customer Service toll-free at 1-888-200-8414 or from outside the U.S. at +1 617 451 2880 for further assistance.

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Q: Can I make a purchase from outside the U.S.?

A: Yes. You may purchase from an international address. Please click here for details on international shipping.

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Q: Do you ship to addresses outside the U.S.?

A: Yes. Shoebuy now ships orders to an expanding list of international destinations. Click here to learn more about international shipping.

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Q: Do you ship to P.O. Boxes or Military APO/FPO addresses?

A: Yes. When entering your shipping information during checkout, click the checkbox where indicated to indicate that the address you entered is a P.O. Box, APO or FPO address. Please note Shoebuy can only provide free return shipping for items shipped from a U.S. address.

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Q: Do you handle back orders?

A: No. Shoebuy.com does not handle back orders. If an item is out of stock we will notify you as soon as possible and ask if you would like a replacement item. Out of stock orders will be cancelled unless a replacement item is requested.

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Q: When do you charge a credit card for an order?

A: Shoebuy.com charges a credit card after verifying the order has shipped.

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Q: Do you sell gift certificates?

A: Yes. Buying Shoebuy.com Gift Certificates is quick and easy. To buy a Shoebuy.com Gift Certificate, click here. Or, to learn more about Shoebuy.com Gift Certificates, click here.

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Q: Do you have a catalog?

A: No. Everything we offer can be purchased through our website at http://www.shoebuy.com.

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