Frequently Asked Questions

Find quick answers about shipping, orders, returns, and more. If you cannot find what you need, contact us and we will help.

Shipping

Do you ship internationally?

Not at this time. We currently ship to all 50 U.S. states. We do not ship to U.S. territories (such as Puerto Rico and Guam), APO/FPO military addresses, or international destinations.

How long does shipping take?

Orders placed before 5:00 PM (EST) on a business day start processing that same day. Orders placed after 5:00 PM (EST), or on weekends and holidays, start processing on the next business day.

• Processing time: 1–3 business days
• Transit time: 6–13 business days
• Shipping fee: $4.99 flat rate
• Free shipping on orders of $55.00 or more

Your total estimated delivery time is about 7–16 business days. Delivery times are estimates and may change because of holidays, severe weather, or carrier delays outside our control.

Which carriers do you use?

We deliver with USPS, UPS, and FedEx. The carrier for your order may vary, and your tracking information shows which one is delivering your package.

How can I track my order?

A tracking number is provided with every order. Once your order ships, we will email you a shipping confirmation with your tracking number. Please allow up to 48 hours after shipment for tracking to become active.

What if I entered the wrong shipping address?

Please contact us as soon as possible at support@shoesotc.com. We cannot guarantee that an address can be changed once an order has been processed or shipped, and we are not responsible for orders delivered to an incorrect address provided by the customer.

I have not received my order. What should I do?

First, check your tracking link for updates. If your order has not arrived within the estimated delivery window, please contact us at support@shoesotc.com and we will help.

Orders and Payments

What payment methods do you accept?

We accept Visa, Mastercard, American Express, Discover, Diners Club, Apple Pay, Google Pay, Amazon Pay, PayPal, Shop Pay, and Shop Pay Installments. Available methods may vary by device, order, and eligibility.

What currency are your prices in?

All prices are listed and charged in U.S. Dollars (USD).

Can I cancel my order after placing it?

Email us as soon as possible at support@shoesotc.com with the subject line "Order Cancellation – [Your Order Number]". Orders can be cancelled and fully refunded if they have not yet entered processing or shipped. Once an order has shipped, it can no longer be cancelled, but you can return it after delivery under our Refund Policy.

Returns and Refunds

Do you offer returns or exchanges?

Yes. We offer a 30-day return policy from the date your order is delivered. Items must be unworn, unused, and in their original condition, and you will need proof of purchase. We do not currently offer direct exchanges. If you would like a different size, color, or style, return your original item for a refund and place a new order. Full details are in our Refund Policy.

How do I start a return?

Email support@shoesotc.com with your order number, the item you want to return, and the reason. We reply within 1–2 business days. Once your return is approved, we will send you a return shipping label with instructions.

Are there items that cannot be returned?

Items marked as Final Sale or bought during clearance promotions, and custom, made-to-order, or personalized items, cannot be returned.

When will I get my refund?

Once we receive and inspect your return, we will email you to confirm whether it is approved. Approved refunds are issued to your original payment method within 10 business days. Your bank or card issuer may need extra time to post the refund.

What if my item is damaged, defective, or incorrect?

We are sorry if that happened. Please contact us within 7 days of delivery at support@shoesotc.com with your order number, a short description of the problem, and clear photos of the item and its packaging. We will work with you on a replacement, an exchange, or a refund.

Do I have to pay for return shipping?

If your item is damaged, defective, or incorrect, we cover the return shipping. If you changed your mind or chose the wrong size or color, we will provide a prepaid return label, and the original outbound shipping cost, if any, is non-refundable. We do not charge restocking fees.

Privacy

Is my personal information secure?

We take your privacy seriously. Payments are handled through Shopify's secure payment infrastructure, and we do not store your full card number. To learn how we collect and use your information, please read our Privacy Policy.

Contact and Support

How can I contact customer support?

• Email: support@shoesotc.com
• Phone: +1 (212) 476-4556
• Business Address: 304 W 14th St, New York, NY 10014
• Support Hours: Monday–Friday, 9:00 AM – 5:00 PM (EST)