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Customer Service: Frequently Asked Questions
Q: Is it safe to use my credit card on your website?A: Yes. Any purchase you make on the Shoebuy.ca website will be safe. 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.ca can read a buyer's personal information. Shopping online at Shoebuy.ca 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 authorised computer. To learn more, click here. 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 When your order is shipped, your order total will be withdrawn from your account and the original hold will be voided. 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.ca Customer Service toll-free at +1 617 451 2880. From outside the U.K., call +1 617 451 2880. Q: What forms of payment do you accept?A: To see a complete list of payment options accepted on the Shoebuy.ca website, click here. 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. 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 1-2 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. Q: What are the costs?A: To see a complete list of shipping options and costs for purchases made on the Shoebuy.ca website, click here. Q: Will you charge VAT on my order?A: All prices displayed on Shoebuy CA are VAT-inclusive, when VAT is required, for orders shipped in the United Kingdom. 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. Q: What is your return policy?A: To see our Return/Exchange Policy and instructions for making a return or an exchange, click here. 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.ca Customer Service toll-free at +1 617 451 2880. From outside the U.K., call +1 617 451 2880. Please note that return labels must be printed within 10 days of being created. 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.ca Customer Service toll-free at +1 617 451 2880. From outside the U.K., call +1 617 451 2880. To learn more about order tracking, click here. 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.ca Customer Service toll-free at +1 617 451 2880. From outside the U.K., call +1 617 451 2880. 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.ca Customer Service toll-free at +1 617 451 2880. From outside the U.K., call +1 617 451 2880. Q: How can I cancel my order?A: Contact Shoebuy.ca Customer Service toll-free at +1 617 451 2880or 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 1-2 days. Once the order is shipped, it cannot be cancelled. Q: How can I change my order?A: Contact Shoebuy.ca Customer Service toll-free at +1 617 451 2880or 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 1-2 days. Once the order is shipped, it cannot be changed. Q: How can I get a discount that wasn't applied to my order?A: Please contact Shoebuy.ca Customer Service toll-free at +1 617 451 2880or from outside the U.S. at +1 617 451 2880 or send an email to service@shoebuy.ca with the specific promotion or discount and the order will be reviewed. Applicable discounts will be applied once the order has been shipped. 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 CA's price. We'll even refund the difference if we lower the price at Shoebuy.ca! To learn more about the Shoebuy.ca 100% Price Guarantee, click here. Q: Why won't my order go through?A: Below are the most common explanations for an order not going through:
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:
Q: What are cookies? Do I need to enable cookies on my browser to shop at Shoebuy.ca?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.ca. Cookies need to be enabled on your browser so you can add products to your shopping cart and to access your Shoebuy.ca account information. Q: Do you carry a specific size/color/width?A: 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. After making your selections, the results of your search will be displayed. Q: How can I find out more information about a specific item that is not shown on the website?A: Contact Shoebuy.ca Customer Service toll-free at +1 617 451 2880 or from outside the U.S. at +1 617 451 2880 or send an email to service@shoebuy.ca. A Shoebuy.ca Customer Service associate will be happy to assist you. 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.ca Customer Service toll-free at +1 617 451 2880 or from outside the U.S. at +1 617 451 2880 for further assistance. 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. Q: Do you ship to addresses outside the U.S.?A: Yes. Shoebuy CA now ships orders to an expanding list of international destinations. Click here to learn more about international shipping. Q: Do you ship to P.O. Boxes or Military APO/FPO addresses?A: We do not currently ship to P.O. Box, APO or FPO addresses. We look forward to increasing the shipping options that are available to you and will update this page when this shipping option becomes available. To see a complete list of shipping options and costs for purchases made on the Shoebuy.ca website, click here. Q: Do you handle back orders?A: No. Shoebuy.ca 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. Q: When do you charge a credit card for an order?A: Shoebuy.ca charges a credit card after verifying the order has shipped. Q: Do you sell gift certificates?A: Yes. Buying Shoebuy.ca Gift Certificates is quick and easy. To buy a Shoebuy.ca Gift Certificate, click here. Or, to learn more about Shoebuy.ca Gift Certificates, click here. Q: Do you have a catalog?A: No. Everything we offer can be purchased through our website at http://www.shoebuy.ca. |
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