Customer Service

Privacy Policy

We are committed to protecting your privacy. The information you provide to us is not given or sold to any outside party except for the shipping company delivering your order. We only share your shipping address and phone number with the shipping company. The information we collect from you is used only to process and ship your order. Your email address is used only to provide you with an order confirmation and tracking number. Your phone number is used to contact you in case of a problem with the fulfillment or delivery of your order. If you have any questions, concerns, or comments about our privacy policy we would like to know so we can address them. Please contact us by email at: cs@footwearetc.com or by phone, toll-free, at 1-800-720-0572.

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Security

The Footwear etc. website uses industry standard Secure Sockets Layer (SSL) encryption on all web pages where personal information is required. This encryption technology protects your name, address, and credit card number during data transport.

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International Orders

Yes! We do ship worldwide!

Footwear etc. has partnered with International Checkout, a trusted third-party company, to fulfill orders for our International customers. Simply add the items you wish to purchase to your Shopping Cart. When you are ready to checkout, push the "International Checkout" button, and your items will be transferred to International Checkout for processing. You may pay by International credit card, PayPal, or bank transfer.

International Checkout will process your order, including billing, shipping and customer service. Once your order is completed, all inquiries should be directed to International Checkout at cs@internationalcheckout.com.

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Payment Methods

We accept payment via Visa, MasterCard, Discover and American Express online and by phone.

We also accept payment via aU.S. PayPal account, which allows members to have one personal account linked to any bank account or credit card for easy payment.

If you prefer to pay by money order or check, please call us to make arrangements. Our toll-free number is 1-800-720-0572. For customers outside of the US and Canada, please call 1-408-744-9992 ext. 1.

If your credit card is issued by a bank outside of the United States, please use U.S. PayPal or International Checkout to complete your order. Our regular checkout will only accept credit cards issued by a United States bank.

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No Sales Tax For US Orders (except CA)

We are required to charge sales tax on orders shipped to a California address. The appropriate tax will be added to your order after a shipping address is entered during the checkout process.

We do not collect sales or use taxes in any state outside of California. Many states require purchasers to file a sales/use tax return at the end of the year to report any purchases that were made without tax and to pay the appropriate tax. Please check with your tax authority for details or more information.

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Low Price Guarantee

We try our best to offer the best prices every day.

If you find a shoe for a lower price on another web site, we will match that price!

To receive your refund:

  1. Order the shoes that you want.
  2. Call us toll free at 1-800-720-0572 or send us an email to: cs@footwearetc.com with your order number and web address where you found the lower price. Please be sure to give us the correct website address to expedite the confirmation.
  3. After we confirm the lower price, we will revise your order and send you an e-mail with your new total.

Rules:

  1. The other site cannot be an auction site.
  2. The other site must be an authorized retailer for that brand of shoes.
  3. The item must be in stock in the same style, size and color.
  4. Offer valid up to 30 days after your purchase date.
  5. Offer not valid on price mistakes on the other company's website.
  6. Any shipping charges on the other company's website will be used to determine the matched price.

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Shipping Times & Methods for US Orders

When will my order be shipped?

We pride ourselves on shipping your order quickly. 99% of in-stock orders leave our warehouse within one business day. Orders placed on Saturday and Sunday will be processed for shipment on Monday. Please note, Saturdays, Sundays and holidays do not count as UPS business days.

Where will my order ship from?

Most orders ship from our main warehouse located in Sunnyvale, California. Occasionally items are sent directly from a manufacturer's US warehouse.

How will my order be shipped?

For all physical addresses, we use UPS Air and Ground services within the 50 US states and the District of Columbia.

Orders to P.O. Boxes, US Territories and US Military addresses will be shipped via the U.S. Postal Service. The service type will vary with order total. The SurePost service takes approximately 10-12 business days. Priority Mail takes 2-3 business days. Delivery time for Military addresses vary by location and is not guaranteed.

Will you ship to a P.O. Box or a U.S. Military address (APO/FPO)?

Yes, we will! Just be sure to choose a US Postal Service shipping method during checkout.

Will you ship to an address outside the United States?

Yes. Footwear etc. has partnered with International Checkout for International shipping. Please see our International Shipping section for more information.

What will shipping cost?

  • Orders $59.95 and higher qualify for Free 3 Day shipping!
  • Orders totaling $59.94 and lower are $5.95 for 3 Day shipping.
  • Priority Overnight = $30
  • Standard Overnight = $27
  • 2 Day = $20

These shipping offers are available regardless of how your order is placed (e.g. online, by phone, etc.). We cannot guarantee same day shipping for overnight orders. Please call to check about same day shipping.

Does free shipping apply to phone orders?

Yes. All free shipping offers shown online are valid for orders placed by phone.

Is a signature required for delivery?

Unless specifically requested by our customer, we do not require a signature upon delivery. We cannot guarantee that UPS will leave a package without a signature, as the final decision on whether it is safe to leave a package falls to the individual UPS driver.

When will I receive my order?

If a product is not available or back ordered an associate from Footwear etc. will contact you promptly to inform you of the situation. In stock orders usually ship the same or next business day.

UPS guarantees the day of delivery for every ground and air package shipped to any address within the 50 United States. (This guarantee does not apply for the two weeks prior to Christmas).

Please note, some products will ship direct from the manufacturer. When this occurs, we will notify you by email of the estimated shipping date and delivery time.

UPS 3 Day Select

Delivery by the end of the third business day after. This service is not available to Alaska or Hawaii. (3 Day Select orders shipped on Friday will arrive on Wednesday.)

UPS 2nd Day Air

Delivery by the end of the second business day. Available to all 50 states. (2nd Day Air orders shipped on Friday will arrive on Tuesday.)

UPS Next Day Air

Guaranteed delivery by 10:30am the next business day to most areas; by Noon, or end of day to some rural areas (2 business days for certain shipments to Alaska and Hawaii). (Next Day Air orders shipped on Friday will arrive on Monday.)

Next Day Air Saver

Guaranteed delivery by the end of the next business day (2 business days for certain shipments to Alaska and Hawaii). (UPS Next Day Saver orders shipped on Friday will arrive on Monday.)

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Easy 365 Day Return Policy

We want you to be completely happy with your purchase from Footwear etc.

We are proud to offer our Easy 365 Day Return Policy:

Shoes in new, unworn condition can be returned for a full refund for up to 365 days from the original date of purchase.

Click here to download our return form to include with your return.

No refunds will be given for WORN merchandise.

If returning a pair of shoes to us is necessary please do not use the shoe box as your primary shipping box. Affixing tape, postage or an address label to this box will result in a minimum $10 fee.

For your convenience, you can use our pre-paid UPS return label for your return or exchange. Most orders shipped from our warehouse have a pre-paid return label enclosed. If you need a return label please call us toll-free at 1-800-720-0572 or email cs@footwearetc.com. Once you have your package ready to go, just give the package to any UPS center, UPS Store, or UPS driver. Insurance is already included with the label.

Terms for using our UPS pre-paid return label:

  • $5.95 flat fee per label used will be deducted from your return.
  • Free return shipping on all shoes & sandals for Footwear Fanatics® Rewards Members!

You are always welcome to use any other shipping method. Returns should be sent via a trackable and insured method to:

Footwear etc. Returns
273 N. Mathilda Ave
Sunnyvale, CA 94086

Please include a copy of your receipt along with a note asking for a refund.

We process most returns within one week of their receipt back to our warehouse. Once your refund has been processed it can take your bank up to 10 days to post the credit to your account.

We guarantee all products purchased from Footwear etc. to be free of any manufacturing defects for the lifetime of the product. If you discover a defect in your product, please contact us and we will replace it at no additional cost.

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Exchanges

If you need an exchange please place a new order online or by phone. Then, just send the item(s) you don't want back to us for a refund.

All returned merchandise should be sent to:

Footwear etc.
273 N. Mathilda Ave
Sunnyvale, CA 94086

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Brands Excluded from Promotions

These brands are excluded from any discounts on regular priced items:

  • Arcopedico
  • Born
  • Birkenstock
  • Bostonian
  • Clarks
  • Cobb Hill
  • Dansko
  • Dunham
  • Ecco
  • Feetures!
  • Finn Comfort
  • FitFlop
  • Gravity Defyer
  • Mephisto
  • Merrell
  • Naot
  • New Balance
  • OluKai
  • Pikolinos
  • Superfeet
  • Taos
  • Thorlo
  • UGG Australia
  • Vionic with Orthaheel Technology
  • Ziera

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Hours of Operation

Our online store is open 24 hours a day, every day of the year.

Our customer service representatives are available by phone and email during the following hours:

  • Monday - Friday from 7:00am to 5:30pm Pacific Time
  • Saturday from 8:30am to 5:00pm Pacific Time.
  • Sunday from 8:30am to 3:30pm Pacific Time
  • .

To reach our customer service department by phone, please call us toll-free, at 1-800-720-0572. For customers outside of the US and Canada, please call 1-408-744-9992 ext. 1. We are also available via email at cs@footwearetc.com.

If you call and we are busy helping other customers please leave us a message and someone will return your call as soon as possible!

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Terms and Conditions

While it is our goal to ensure the accuracy of our product and pricing information, errors may occur. If a pricing error occurs on our website or in print we reserve the right not to honor those mistakenly stated prices and to refuse or cancel any orders placed for products listed at the incorrect price. We cannot be responsible for product, pricing or promotional information displayed on third party websites that are not owned or operated by Footwear etc.

Please note, our policies and promotions are for consumer purchases only, and do not apply to other retailers. We reserve the right to cancel any order placed by another retail establishment.

Customers purchasing more than 4 pairs of MBT or UGG Australia footwear per household will not be allowed to return their order(s). Prior to order shipment customers ordering more than 4 pairs of MBT or UGG Australia footwear will have to reply via email to accept our special return policy.

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Customer Service

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