Bearpaw Shoes

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ShoeCity.com Store Policies

Dear Customers,

In an effort to assist you with your shopping experience with ShoeCity.com we provide the following FREQUENTLY ASKED QUESTIONS and POLICIES so to alleviate any concerns and address questions that you have:

FREQUENTLY ASKED QUESTIONS:

1) What is your exchange policy?

2) What is your return policy?

3) What is the Exchange and Return Policy time frame?

4) Do you provide return labels?

5) What should I do if I get a defective, mis-labeled or mis-shipped product (purchased/gifted from your website)?

6) Do you wholesale?

7) Do BEARPAW shoes run true to size?

8) Are you the manufacturer of the BEARPAW product?

9) If I have a concern or complaint about the BEARPAW product, not purchased through this website, who should I contact?

10) Do you have spare BEARPAW product items (laces, hooks, buttons, etc.)?

11) What is your guarantee/warranty on the product(s) you sell?

12) Do you ship internationally?

13) Why do I have duplicate charges on my credit statement?

14) What is the maximum purchase I may make?

15) Do you take phone orders?

16) 16. Gift Orders / Billing Address and Shipping Address not matching

ADDITIONAL FAQs and POLICIES:

1) Shipping Policy (including International Shipping and Holiday Shipping)

2) Payment Method

3) Registration

4) Availability of Product and Pricing

5) Sales Tax

6) Privacy

7) Copyright information and user rights

8)Order Information

9) Price adjustment, matching, discount, and coupon

For any questions or concerns that are not address in the information provided, you may email us at: info@shoecity.com, or phone 626-285-9100 (though emailing will provide a more expedient solution as not all call may be tended to in a timely manner. For this we apologize).

1. What is your exchange policy?

We do not have an exchange policy in place, we service refunds. For any changes to the product (size, color, style), you will need to place a new order.

2. What is your return policy?

To improve the quality of your shipping experience, we have made changes to our shipping and return policy for all orders placed after 02/01/13.

You will receive free domestic shipping (continental United States) for all purchases. You will also receive a pre-paid return label for your convenience (continental United States).

If you wish to return the item for a refund using the prepaid return label, a $8.00 postage fee will be deducted from your return.

Should your refund be partial on multiple pairs order, the return postage fee will also be partially refunded.

A standard fee will apply for all orders all non-continental United States customers as well (such as Alaska, Hawaii, Guam, and Puerto Rico).

International customers are responsible for all shipping fees associated with refunds and exchanges.

We may charge a 10% restocking fee under the circumstance that the product is returned with:

- No original box
- Missing accessories (laces, parts, and components)
- Refused and undeliverable packages (unless specifically discussed and noted via a customer service representative)
- Change of address during transit

Please enclose the original packing slip, wrap or box the return item(s) and use the enclosed UPS return label. A $5.00 restocking fee will apply to any returned packages that are not wrapped or boxed.

For domestic returns (returns coming from the U.S.) please allow 2-3 weeks for a returned item to be credited back to your account. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (3 to 5 business days). In many cases, you will receive a refund much quicker. We will notify you via e-mail once your refund has been processed. Feel free to contact us regarding the status of your return.

SHOES MUST BE IN NEW CONDITION; UNDER NO CIRCUMSTANCES DO WE PROVIDE REFUNDS ON WORN PRODUCT (this does not include product tried on at home).

3. What is the Exchange and Return Policy time frame?

Customers have 60 days to return for refund. All products must be in brand new condition to be applicable for refund.

4. Do you provide return labels?

Please refer to answer #1.

5. What should I do if I get a defective, mis-labeled or mis-shipped product (purchased/gifted from your website)?

Please, immediately, send a photo of the said defect, mis-labeled or mis-shipped item to info@shoecity.com for immediate inspection, as your satisfaction is of great importance to us. We will begin processing your replacement pair right away (pending we have your replacement pair available in our inventory). We do not consider damage caused by normal/excessive wear or staining of the product(s) to be defects. Additionally, unless expressly stated as a description of the product, they are not water and stain repellant. Any treatment (water or stain repelling) done to the boots voids our warranty and defect replacement policy. Replacement of defective product(s) is a one time courtesy. Any additional concerns must be addressed to the manufacturer.

6. Do you wholesale?

No.

7. Do BEARPAW shoes run true to size?

No. Our experience shows that the product runs small due to the inner wool lining. For adult sizes we suggest going one size up, as well as for children's sizes.

8. Are you the manufacturer of the BEARPAW product?

No.

9. If I have a concern or complaint about the BEARPAW product, not purchased through this website, who should I contact?

Please contact the original store/site of purchase or the manufacturer - as we have no way of assisting customers that did not make purchases through our sites. The manufacturer's information is: www.bearpawshoes.com

10. Do you have spare BEARPAW product items (laces, hooks, buttons, etc.)?

Unfortunately, we do not. As a retailer we have not been able to get those items from the manufacturer, but you may contact them at: info@bearpawshoes.com.

11. What is your guarantee/warranty on the product(s) you sell?

Our retail website provides a thirty (30) day policy (beginning upon your receipt of the shoes) on any of the product(s), you would need to contact the manufacturer for anything outside of that time frame; no exceptions. Additionally, we do not consider damage caused by normal/excessive wear or staining of the product(s) to be defects; such as wearing of some soles that are constructed with a hollow waffle design, fraying of stitching, pulled knits or water and stain marks. Any treatment (water or stain repelling) done to the boots voids our warranty.

12. Do you ship internationally?

Yes. Please check the country list to see if we ship to your specific country, and the rates thereof.

As a note:
- We are not responsible for any custom's fees associated with the entry of your order, as this is a government matter and not under our preview.
- International customers are responsible for all shipping fees associated with their orders (including return and exchanges). We do our utmost to keep the shipping costs as low as possible, but can not offer free return shipping on exchanges.
- Please be aware that all of our sizing is listed in US sizing. Please go to the sizing chart for any needed conversions.

13. Why do I have duplicate charges on my credit statement?

It often happens when you initial purchase request was declined. All pending charges are removed within 3-5 business days; and if this does not take place, please contact the issuing bank of your credit card.

14. What is the maximum purchase I may make per order?

$350 total (including shipping),

15. Do you take phone orders?

Yes. But we highly recommend the easy online order system.

Order Information

- A confirmation email will be sent to you upon successful completion of the checkout process; followed by a second email with your invoice including shipping charges will be sent out after the shipment has been sent out through UPS.
- The receipt of the first e-mail order confirmation does not constitute the acceptance of an order or a confirmation of an offer to sell.
- You may receive a call from Shoecity.com to confirm your order.

16. Gift Orders / Billing Address and Shipping Address not matching

For all orders where the billing and shipping address do not match, including gift orders - packages will be insured and shipped with signature confirmation.

Return Policy

- We accept returns on all merchandise purchased through our retail website; within stated time frame and conditions stated.

PLEASE USE THE FORM PROVIDED WITH YOUR INVOICE FOR ALL REFUNDS.
Should you choose not to use the pre-paid return label, please send packages to:

Shoe City
12550 Whittier Blvd
Whittier, CA 90602

- All returns must be in original condition including damaged or defective items. The credit will not be issued to the return items without the original packaging materials as they are discarded.
- Return items must be sent back within 60 days. You may use the prepaid label provided you (with an $8.00 fee) or any shipping method. (Returns sent COD will be refused.)
- Return items that are not defective may be charged with restocking fee up to 10% of the item price.
- We are not liable for merchandise damaged during transportation. The UPS shipping charge includes insurance that covers damage or loss during transportation, and the claim must be filed with UPS. It may take up to 4 to 6 weeks to resolve through UPS. Please refer to section 6: Shipping Method for further information.
- Defective merchandize must be called in to receive a RA number, and photos of the said defect sent to info@shoecity.com. We will exchange the defective merchandise or give you a store credit to be used on your next order as long as the following conditions are met:
- Defective items must be reported to us within (2) days of the date of receipt and returned no later than (7) days of the date of receipt.

Shipping (including International Shipping and Holiday Shipping) and Shipping Charge Policy

- Standard delivery time is approximately 3 to 7 business days from the time your package leaves our warehouse (located in Southern California).
- We reserve the right to use UPS or USPS. 2 to 4 days shipping, next day shipping, and international shipping requires additional shipping charges. Customers are responsible for all international import tax and duties.
- Shoecity.com is not responsible for any consequential damages resulting in delay or loss of shipment. Shoecity.com will reimburse any shipping charges paid, or refund the purchase if requested by customer.
- To have your purchase delivered to a gift address, please type the gift address in the comments section of the checkout page. Billing and address must match to that of your credit card info.
- All orders received from Monday through Thursday will be shipped out the next business day. tandard shipping orders received Friday through Sunday will be shipped out on the following Tuesday.
- 1-2 day and 2-4 day business orders will be shipped the next following business day.
- Business day delivery service excludes Holidays & Weekends.
- If you choose the next business day service, you need to pay an additional and separate shipping charge.
- You will receive a tracking number when your order is shipped. (You can track your order next business day)
- Availability of Insurance and Return Receipt depends on the country. USPS/SHOECITY.com is not liable for the lost packages that are uninsurable.
- Lost Parcels: SHOECITY.com is not responsible for the lost/missing insured parcels during the transportation. In case of such an event that the insured parcel is missing or lost, SHOECITY.com will submit the insurance claim for the customer. SHOECITY.com cannot credit customer's account until the insurance claim is successfully resolved, and SHOECITY.com receives the fund from the shipper. Also, the shipping charge for the lost parcels is excluded from the insurance coverage, and SHOECITY.com cannot credit/refund the original shipping charge. Please note that the USPS shipment policy requires a 60-day waiting period before submitting for an insurance claim.
- Please note: UPS holds the packages one extra business day at the destination to correct the shipping addresses, if the shipping addresses provided by the customers are not complete and accurate. Under the circumstances, UPS charges the extra shipping cost to the shipper (SHOECITY.com) for the Address Correction Service. SHOECITY.com reserves the right to charge customer $20.00 to cover the expense incurred by the incomplete/inaccurate shipping address provided by the customer. The extra charge by SHOECITY.com on customer's credit card account may show up after 4 to 6 weeks from the order date due to the UPS billing cycle. It is customer's responsibility to provide the accurate shipping address at the time of order to eliminate the unnecessary shipment delay and the additional charges.
*International shipping charges are not free. Customers are responsible for all international import tax and duties.

Domestic (United States of America) Shipping Rates

Destination

Flat Rate 3 - 7 business days

Each Additional Items

3 Business Day - Delivery

Each Additional Items

2 Business Day - Delivery

Each Additional Items

Next Day Delivery (Saturday/Sunday not included)

Each Additional Items

United States

FREE

FREE

$9.25

$4.65

$33.00

$16.50

$45.00

$22.50

Same day shipping is guaranteed on orders place by 10am PST. Otherwise, the order may ship the next following business day.

International Shipping Rates

Destination

Priority mail 7 - 14 business days 1st Item

Each Additional Items

Express mail 3 - 6 business days 1st item

Each Additional Items

Mexico

$29.00

$14.50

$38.00

$19.00

Canada

$26.50

$12.75

$38.00

$19.00

Australia

$39.50

$19.75

$49.00

$24.50

Europe

$39.50

$19.75

$49.00

$24.50

Asia

$39.50

$19.75

$49.00

$24.50

DOMESTIC ORDERS

CUT OFF DATES (EASTERN TIME)

GROUND SHIPPING 6 - 10 DAYS

Order by 12/11/2012, 10AM

2 ~ 4 DAY SHIPPING

12/18/2012, 10AM

1 ~ 2 DAY SHIPPING

12/19/2012, 10AM

INTERNATIONAL ORDERS

CUT OFF DATES (EASTERN TIME)

STANDARD SHIPPING

Order by 12/05/2012, 10AM

EXPRESS SHIPPING

12/14/2012, 10AM

MILITARY ADDRESS ORDERS

1~2 DAY SHIPPING

ALL OTHERS

APO / FPO AE ZIPS 090-092

12/16/2012, 10AM

12/09/2012, 10AM

APO / FPO AE ZIPS 093

N/A

12/03/2012, 10AM

APO / FPO AE ZIPS 094-098

12/16/2012, 10AM

12/09/2012, 10AM

APO / FPO AE ZIPS 340

12/17/2012, 10AM

12/09/2012, 10AM

APO / FPO AE ZIPS 962-966

12/16/2012, 10AM

12/09/2012, 10AM

Payment Method

- We accept credit Cards only (VISA, Master Card, Discover and American Express).
- Upon receiving order, your credit card will be processed for pre-authorization.
- The orders with declined credit card on pre-authorization: (1) the email will be sent out to notify the customer. (2) The order will be canceled unless we receive the valid credit card information within 48 hours of our notification.
- No COD orders.
*Note: Credit Card fraud will be reported to the FBI immediately. Cookies, email address, IP information, and delivery address will be forwarded.

Registration

- In order to protect our customers, the website is password protected. We ask that you please register first.
- We do reserve the right to refuse password requests or cancel existing passwords.
- Inactive accounts will be deleted from our system on a periodic basis to ensure your safety.

Availability of Product and Pricing

- Due to circumstances beyond our control, prices and availability are subject to change without notice.
- The colors shown on the products are an approximation of the original colors, and may vary on your computer system.

Sales Tax

This is a retail website. Sales tax is excluded on all out-of-state retail transactions.

ShoeCityOnline.com

- Shoecity.com is not affiliated with ShoeCity's on the East Coast. For all inquiries, questions, complaints, please visit www.shoecityonline.com.

Online and Store Returns

- For all exchanges and returns made or purchased online, must be returned online to our address. For all exchanges and returns made in a ShoeCity store, please contact the store for their exchange and return policy. ( Store Locations)

Privacy

Any personal information such as your name, phone number, address, e-mail address, products purchased, etc, obtained through the Product Order Forms, the Contact Us forms, or any other media is private, and is maintained by ShoeCity.com in a secure and protected environment, and will never be released to any third party. We will only use your information to send you promotional events and or product, order information.

Copyright information and user rights

- All content appearing on this web site is the property of Shoecity.com. As a properly registered user you are authorized to view and print the content on this web site as long as
1. The print is used for purchasing of the merchandise from Shoecity.com.
2. The print includes the copyright notice: "Copyright © 2011 Shoecity.com" watermark.
- Due to the liability and other legal matters, you may not download the pictures of the products and use them with any commercial applications.

Price adjustment, matching, discount, and coupon

We do not match any price, coupon or discounts from any other companies, stores, sellers, or individuals. We will accommodate price adjustments to our customers within 7 days of original purchase date, should a price drop occur on any merchandise, with an official email request.

LEGAL

About California Civil Code Section 1789.3

Under California Civil Code Section 1789.3, California website users are entitled to the following specific consumer rights notice: The Complaint Assistance Unit of the Division of Consumer Services of the California Department of Consumer Affairs may be contacted by telephone at (800) 952-5210.

About California Proposition 65

Attention California residents. Proposition 65 Warning You may see the following label on our product(s).

  • PROPOSITION 65 WARNING:
  • This product may contain chemicals known to the State of California to cause cancer and/or birth defects or other reproductive harm.
  • Do not allow children to mouth or chew.
Proposition 65 is the California Safe Drinking Water and Toxic Enforcement Act of 1986. Any company that operates in California, sells products in California, or manufactures products that may be sold in or brought into California is subject to Proposition 65. Since our products are sold in California, Proposition 65 applies to us.

Proposition 65 requires warning labels on any product that may contain any of 600-plus elements that the California Air Resources Board considers a carcinogen or a reproductive toxicant. These elements include lead, brass, PVC and a multitude of other everyday elements.

Many of the elements listed under Proposition 65 are common everyday items. The list of elements evolves and is periodically updated. Elements are added to the list, some elements are removed. It is excessively difficult to keep track of the changing list of elements so we feel safer including this label on these particular products. The label does not necessarily indicate our products will cause you to contract cancer or reproductive harm if used as designed, but that the product contains chemicals which are on the list of elements under California State Proposition 65.

For more information about Proposition 65 visit the Office of Environmental Health Hazard Assessment and for a list of elements listed under Proposition 65 visit: http://www.oehha.ca.gov/prop65/prop65_list/Newlist.html
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