Please contact us with any comments or questions using the email form provided below.
Frequently Asked Questions:
Q. Can I change or cancel my order once it has been placed?
A. When an order is placed it is considered "live" and is in the process of being filled. For this reason orders cannot be altered.
Q. How will I know when my order has shipped?
A tracking number will be sent to the email address you provided once
the order has shipped. If you created an account while checking out or
already have an account you will be able to log in and check order
status at any time.
Q. Where are you located?
A. We ship from several locations throughout the United States.
Q. Why are there charges on my credit card when the order has been declined?
A. When your bank declines a charge it puts the money on hold. These pending charges usually clear within 24-48hrs depending on the bank. Please remember that we do not approve or decline credit cards. These transactions are automatically sent to your bank for approval.
Most common reasons why transactions are declined:
- The billing information you provided does not match what your
bank has on file for you. The most common problem is the zip code.
- Card code is incorrect. Visa / MasterCard / Discover (last 3
digits on back of card) American Express (4 digits on front of card)
- Insufficient funds.
Q. When I go into my account it shows no order history and I just wanted to be sure that my order went through. How do I track it?
cannot view your order status/history because at the time you placed
your order, you checked out as a Guest and did not create an account.
Creating an account after the order is placed does not allow you to view
the order you had already placed. If you have provided us with your
correct email address, you will be sent an email with the tracking
information once your order is shipped.
Q. After going back to your website to order something else, your "My Account" section would not accept my e-mail address.
cannot login to your account because at the time you placed your order,
you checked out as a Guest and did not create an account. Creating an
account means you need to provide a password.
Q. When will my order be shipped?
Orders are usually shipped 1 business day after they are placed. Our
order cut off time is 5pm PST (Mon-Fri). If you place your order at 4pm
on Thursday, your order will be shipped out on Friday. Delivery time is
calculated by Shipping Days (Business Days). If you selected 6 Shipping
Days as your shipping option, your 1st shipping day is the following
Monday. The day that your package is picked up by our carrier does not
count as 1 shipping day. In this example, your package was picked up on
Q. How do I exchange my shoes? I purchased the Perfect Fit Plan.
you have purchased the Perfect Fit Plan, do not send the shoes back at
your own cost. Contact us and we will email you a printable Pre-Paid
Shipping Label to pick them up from you. Once we receive the shoes back,
we will process your order base on your request. In the case of an
exchange, we will ship out the new pair at our cost.
Q. How do I exchange my shoes? I did not purchase the Perfect Fit Plan.
A. You have two options.
OPTION 1 - To speed up the exchange process, you can place a new
order for the shoes you want. Send the shoes you don't want back to us
for a refund. The two orders should be treated as two separate orders.
OPTION 2 - Send the shoes to the address provided below. When we
receive your package, your order will be handled according to your
Please also refer to our Return/Exchange Policy.
-Write your Order # on the outside of the box.
-Include a note stating why the item is being returned. If you
are exchange the shoes to a different size using OPTION 2, please
include a check or money order for $10.95 to cover the shipping cost of
shipping the new shoes to you.
175 Commerce Circle Ste. A
Sacramento, Ca. 95815
Products returned must be new, unused and in unmarked manufacturers
packaging surrounded by a protective outer packaging. Your original
order number must be clearly marked on the outer packaging. All items
not meeting this criteria will be refused.