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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:
TOP 15 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 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 BEARPAW product?
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?
ADDITIONAL FAQs and POLICIES:
• Exchange and Return Policy
• Shipping Policy (including International Shipping and Holiday Shipping)
• Payment Method
• Registration
• Availability of Product and Pricing
• Sales Tax
• Privacy
• Copyright information and user rights
• Order Information
For any questions or concerns outside of this realm of information provided, we suggest that you 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?
For domestic exchanges: we ask that you please write your exchange request on the packing slip / order slip and ship the shoes to:
SHIPPING MANAGER
5930 TEMPLE CITY BLVD
TEMPLE CITY CA 91780-2010
We do not provide a return label for exchanges/returns, however, we do not charge anything will ship the exchanged product back to you for free.
2. What is your return policy?
For domestic returns: we ask that you please write your refund request on the packing slip and ship the shoes to:
SHIPPING MANAGER
5930 TEMPLE CITY BLVD
TEMPLE CITY CA 91780-2010
We may charge up to 10% restocking fee; and we do not provide a return label.
3. What is the Exchange and Return Policy time frame?
We have a standard 30 day exchange and return duration. However, for the holiday season (purchases made November 1st through December 31th have a 120 days exchange and return policy)
4. Do you provide return labels?
We do not provide return labels for exchanges and returns. However, for exchanges we do provide free shipping of the exchanged item.
5. What should I do if I get a defective product (purchased/gifted from your website)?
In this regard, we ask that you please send a photo of the said defect to info@shoecity.com for immediate inspection, as your satisfaction is of great importance to us, and we will begin processing your replacement pair right away (pending we have your replacement pair available in our stock). We do not consider damage caused by normal/excessive wear or staining of the product(s) to be defects; unless expressly stated by the product(s) – they are not water and stain repellant.
6. Do you wholesale?
No; in order to keep our prices low, we keep the price of shipping low as well. And as over 87% of our customers do find the correct sizing in their first order, we maintain this policy to pass along the savings.
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 and 1-866-927-7672
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: www.bearpawshoes.com or 1-866-927-7672.
11. What is your guarantee/warranty on the BEARPAW product?
Our retail website provides a two month policy (beginning upon your receipt of the shoes) on the BEARPAW product(s), you would need to contact the manufacturer for anything outside of that time frame.
12. Do you ship internationally?
Yes. Please check the country list to see if we ship to your specific country, and the rates thereof.
13. Why do I have duplicate charges on my credit statement?
If 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 purchases I may make?
$350 total (including shipping),
15. Do you take phone orders?
We do not take phone orders, as our system is linked via the web on a secure server and placing a phone order would require going through the same process and customers ordering online directly.
Exchange and Return Policy
- We accept exchanges/returns on all merchandise purchased through our retail website.
- 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.
- Please send all exchanges/returns to: Shipping Manager, 5930 Temple City Blvd., CA 91780. For returns, please write: credit account on the packing slip. For exchanges, please write the item you wish to exchange for.
- No refunds or exchanges are given on closeout items.
- 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.
- We will issue a credit (store credit only, for ROSEMEAD, CA and TEMPLE CITY, CA) for defective or damaged merchandise including your return shipping cost (regular US mail only). The original shipping charge is not covered under this policy.
- Return items must be sent back within 60 days prepaid. You may use any shipping method. Shipping charges are non-refundable. 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.
Shipping (including International Shipping and Holiday Shipping) and Shipping Charge Policy
- $2 domestic shipping only applies to domestic ground shipping to any 50 states.
- We reserve the right to use UPS or USPS for this service within the 3 to 7 business day delivery time period. 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.
- $2 domestic shipping applies to all products
- 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 Friday before 1:00PM PST will be shipped out the same business day. All orders received after 1:00PM PST will be shipped out the next business day on Friday through Sunday will be shipped out on the following Monday. Exception applies to the National Holidays and the special circumstances.
- We ship orders by UPS ground or USPS
- Delivery time is usually 3 to 7 business days from the time your package leaves our store.
- Business day delivery service excludes Holidays & Weekends.
- If you choose the next business day service, you need to pay additional 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.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 $6.00 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 Shipping Rates |
| Destination |
Flate Rate 3 - 7 business days |
Each Additional Items |
Expedited 2 - 4 business days |
Each Additional Items |
Express 1 - 2 business days |
Each Additional Items |
| United States |
$2.00 |
FREE |
$8.50 |
$4.25 |
$29.00 |
$14.50 |
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 |
| Europe |
$36.00 |
$18.00 |
$46.00 |
$23.00 |
| Canada |
$23.00 |
$11.50 |
$34.00 |
$17.00 |
| Asia |
$36.00 |
$18.00 |
$46.00 |
$23.00 |
| Mexico |
$25.00 |
$12.50 |
$34.00 |
$17.00 |
| DOMESTIC ORDERS |
CUT OFF DATES (EASTERN TIME) |
| GROUND SHIPPING 4~9 DAYS |
Order by 12/14/2009, 4PM |
| 2 ~ 4 DAY SHIPPING |
12/17/2009, 4PM |
| 1 ~ 2 DAY SHIPPING |
12/22/2009, 1PM |
| INTERNATIONAL ORDERS |
CUT OFF DATES (EASTERN TIME) |
| STANDARD SHIPPING |
Order by 12/10/2009, 4PM |
| EXPRESS SHIPPING |
12/17/2009, 1PM |
| MILITARY ADDRESS ORDERS |
1~2 DAY SHIPPING |
ALL OTHERS |
| APO / FPO AE ZIPS 090-092 |
12/17/2009, 1PM |
12/11/2009, 4PM |
| APO / FPO AE ZIPS 093 |
N/A |
12/04/2009, 4PM |
| APO / FPO AE ZIPS 094-098 |
12/17/2009, 1PM |
12/11/2009, 4PM |
| APO / FPO AE ZIPS 340 |
12/17/2009, 1PM |
12/11/2009, 4PM |
| APO / FPO AE ZIPS 962-966 |
12/17/2009, 1PM |
12/11/2009, 4PM |
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.
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.
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 © 2010 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.
Order Information
- A confirmation email will be sent to you upon successful completion of the checkout process. 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.
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