• Orders cleared by 1:00pm EST ship out the same business day.
• Orders placed between 1:00pm EST Friday and 11:59pm EST on Sunday (or during a holiday) are generally shipped out on the next business day within the 48 contiguous US states.
• Free Insurance and Tracking are included with all shipments.

ATTENTION All Canadian and International Customers: We are able ship to all areas worldwide EXCEPT for: Colombia, Cuba, Mexico, and most parts of Africa (we ONLY ship to South Africa).

International orders are subject to order verification. For our customer's protection, international orders paid by credit card cannot be fulfilled if the Billing and Shipping Addresses are not 100% identical. Please have a valid physical shipping address during checkout. We do not ship to International PO Boxes. If you have any questions about our International Shipping policy, please contact Customer Care at sales@shoemetro.com.

• Payments: International orders are subject to hold for payment verification, if payment is made by credit card. To eliminate these holds, we encourage all International customers to pay by a confirmed PayPal account.
• Customs Fees/Taxes: By placing an order with Shoe Metro, you agree to pay all applicable custom fees or taxes at the time of delivery. Some countries have customs entry charges and will charge you additional duties and taxes upon entry into your country. To determine these charges ahead of time, please contact your Customs Department within your country.
• Canada & UK Customs Fees/Taxes: As an added service to our Canadian customers and our UK customers, Shoe Metro can cover the cost of customs fees and taxes on orders shipped to these countries. To do this, the customer must choose the “Economy International Shipping” option and enter a Canadian or UK Shipping Address during Checkout.
• Customs Delay: We cannot guarantee specific arrival dates or times. Our International transit times can take from 3 to 7 business days all over the world. Please be advised that we are not responsible for any clearance delays, and such delays can extend delivery times.
• Note: International shipments that are refused by the customer will be subject to package abandonment and will not be eligible for any refunds.
• NAOT, Chippewa, and Caterpillar Brands: We are unable to ship products from these brands internationally.

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When will my order ship?

Shoe Metro offers some of the fastest shipping available online. We ship all orders that clear by 5:00AM PST the same business day. A business day is considered Monday through Friday, not including holidays.

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How long will it take to receive my order?

Delivery times vary from 1 to 6 days for domestic shipments. We are located in San Diego, CA so the closer you are to the west coast the faster you will receive your order. The further you get from California the longer it takes. We will send you an email after your order is shipped so you will get the exact delivery day. International shipments have an average delivery time of 2 to 7 business days via Fedex International. Shipments to the UK have an average delivery time of 3-7 business days via DHL Global Mail.

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Can you ship my package using a cheaper shipping method?

We pride ourselves on offering fast, professional and affordable shipping rates. Unfortunately, we cannot ship your items using any other method since our shipping is already automated.

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Can you ship my package with a different shipping carrier?

To offer our customers fast shipping, we automate all of our shipping so unfortunately we can’t ship with a different carrier than specified in our auctions.

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Can I ship to an address other than my Billing Address?

For your convenience, we offer shipping to almost anywhere you want (excluding Mexico, Columbia, Cuba, and much of Africa). During the Checkout process, be sure to double-check your Shipping Address and change it if desired. Please be advised that your order MAY be subject to hold for verification if the Shipping Address is not the same as the Billing Address.

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Do you allow for local pick ups?

As a special service to our San Diego customers, Shoe Metro allows local customers to order online and pickup their items at our San Diego retail store location. With this option, you can have your shoes much more quickly at your own leisure. And, as this is a free service, you also get extra value by saving on shipping fees. Read below to find out how you can take advantage of our Store Pickup program.

Instructions for Store Pickup

1. During Step 2/6 at Checkout, enter your San Diego area shipping address in the Shipping Information section (please note: the Store Pickup program is only open to San Diego residents). Click the "Continue Checkout" button.
2. During Step 3/6, select the shipping method labeled "Store Pickup (San Diego) ($0.00)." Finish the entire Checkout process.
3. Print out the Order Confirmation/Receipt email sent to you after completing your order.
4. When your order is ready to be picked up, a Shoe Metro store rep will contact you by phone to notify you (if there is no phone response, we will email you a notification).
5. After receiving notification, simply bring your printout along with a photo ID to our store. After verification, one of our friendly store reps will be happy to hand you your order. The Shoe Metro Retail Store is located at:
   • 8960 Carroll Way, Suite 200
     San Diego, CA 92121
     Click here for store hours and more info
6. You have seven (7) days from the date of notification to pick up your order at our store.

Terms and Conditions

• The Store Pickup program is only available to San Diego residents.
• Customers must obtain their items within seven (7) days of receiving notification that their order is ready for pickup. If not, the item(s) in the order will be returned to our inventory and a refund will be issued to the customer.
• Customers must provide a copy of the Order Confirmation/Receipt email along with a photo ID.

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International Shipping

Can you declare my purchase as a "Gift"?

Falsifying customs documentation is a federal violation. In accordance with US law, we must declare your package as merchandise and note the price that you paid as the value. After all those expenses, you will still get a great deal since our shoes are purchased at a deep discount.

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Do I have to pay custom taxes or duties?

Shoe Metro’s international shipping charges do NOT include country-specific custom taxes and duties associated with the delivery of your package (UK customers are the only exception; please read below). These fees must be paid by the customer directly to the delivery carrier at the time of delivery. We do NOT pay for your brokerage fees associated with the shipment.

Canada & UK Customs Fees/Taxes: As an added service to our Canadian customers and our UK customers, Shoe Metro can cover the cost of customs fees and taxes on orders shipped to these countries. To do this, the customer must choose the “Economy International Shipping” option and enter a Canadian or UK Shipping Address during Checkout.

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What countries do you ship to?

We are able ship to all areas worldwide EXCEPT for: Columbia, Cuba, Mexico, and most parts of Africa (we ONLY ship to South Africa).

International orders are subject to order verification. For our customers' protection, international orders paid by credit card cannot be fulfilled if the Billing and Shipping Addresses are not 100% identical. Please have a valid physical shipping address during checkout. We do not ship to International PO Boxes. If you have any questions about our International Shipping Policy, please contact Customer Care by clicking here.

• Payments: International orders are subject to hold for payment verification, if payment is made by credit card. To eliminate these holds, we encourage all International customers to pay by a confirmed PayPal account.
• Customs Fees/Taxes: By placing an order with Shoe Metro, you agree to pay all applicable custom fees or taxes at the time of delivery. Some countries have customs entry charges and will charge you additional duties and taxes upon entry into your country. To determine these charges ahead of time, please contact your Customs Department within your country.
• Canada & UK Customs Fees/Taxes: As an added service to our Canadian customers and our UK customers, Shoe Metro can cover the cost of customs fees and taxes on orders shipped to these countries. To do this, the customer must choose the “Economy International Shipping” option and enter a Canadian or UK Shipping Address during Checkout.
• Customs Delay: We cannot guarantee specific arrival dates or times. Our International transit times can take from 3 to 7 business days all over the world. Please be advised that we are not responsible for any clearance delays, and such delays can extend delivery times.
• Note: International shipments that are refused by the customer will be subject to package abandonment and will not be eligible for any refunds.
• NAOT, Chippewa, and Caterpillar Brands: We are unable to ship products from these brands internationally.

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Payment Questions

Have you received my payment yet?

Paypal:
You should receive a payment confirmation email after your payment clears Paypal.

Credit Cards:
Credit card payments should clear within a few minutes and you should recieve a confirmation email shortly after you have paid.

Check your payment/shipping status:
You can check your payment/shipping status by logging into your Shoe Metro account. From your Account Dashboard, go to the My Orders section. You will be able to see a list of your past orders and the Status of each order. You can click on one of the "View Order" links to see details on each order.

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What types of payments do you accept?

We gladly accept Paypal and credit cards (Visa, MasterCard, American Express and Discover) through our secure checkout. We do not accept money orders, personal checks, cashier's checks, or company checks.

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Do you charge sales tax?

We're required by state law to implement sales tax where we have a presence. That means all California shipping addresses will incur 7.75% sale tax.

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How do I redeem promotional codes, Store Credit codes, or gift cards?

To redeem promotional codes, Store Credit codes, or Shoe Metro Gift Cards, add at least one item into your Shopping Cart. When you view the items in your cart, you will be able to enter your promotional code, Store Credit code, or gift card code in the "Coupon or Gift Card" box beneath your items. After entering the code, click the "Update Cart" button to apply the savings.

PLEASE NOTE: Only one promotional code, Store Credit code, and/or gift card may be applied for each order.

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Returns

What is Shoe Metro's Satisfaction Guarantee?

If you are not completely satisfied with your purchase, you may return any unworn merchandise to us for up to 60 days from the date of purchase. If there is anything we can do to help you to avoid returning the item to us, please email us at sales@shoemetro.com.

Click on this link to download our Return Form from our website. Fill out the form in Adobe Acrobat or by hand and return it with the shoes. Please email us with any questions you might have.

Return Form (PDF)

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What is your Return Policy?

Shoe Metro has easy returns! One of the core values that we stress to everyone at Shoe Metro is to be "Customer Focused"--to keep the satisfaction of our customers in mind at all times. If you are not 100% satisfied with your purchase, you may return your item for a refund (excluding shipping charges) within 60 days. PLUS: we offer Free Return Shipping for eligible customers (click here for more details).

Instructions For Easy Returns

1. Download the Return Form (PDF) located here.
2. Fill out the form by following the instructions on there. Include the complete form in the box.
3. Properly bag or box the return. Please note: If the manufacturer box is not in its original state (i.e. taped, torn, missing, etc.) a $10.00 surcharge will apply for re-boxing the product.
4. Mail the item(s) to the following Return Address. Customers are responsible for Return Shipping fees (click here for Free Return Shipping Eligibility):
   • Shoe Metro
     ATTN: Returns
     8960 Carroll Way, Ste. 100
     San Diego, CA 92121

Once we have processed your Return Form, you will receive an email confirmation to verify your request. After processing, your refund will be issued back to the original payment method within 7 business days. Please note that once issued, some banks may take as long as a week to process and post the refund to your account.

Return & Exchange Requirements:

• Product must be unworn OR only tried on for fit/sizing.
• Item must be returned within 60 days of receiving the item.
• The Return Form must completed and included with the item.

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What address should I mail the Return to?

Please mail all Returns to:

Shoe Metro
Attn: Returns
8960 Carroll Way Ste. 100
San Diego, CA 92121

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Is Free Return Shipping available?

Free Return Shipping is available for US customers who select Store Credit for their refund. For Store Credit refunds, you must contact Customer Care. Our Customer Care Dept. will then mail a Free Return Shipping Label to you and send an email with a personal Coupon Code to redeem your Store Credit at www.shoemetro.com. Please note the Terms of Store Credit:

Terms of Store Credit

• The Store Credit Coupon Code is valid for one-time use only.
• It is valid only at www.shoemetro.com.
• It is valid to US customers only.
• It cannot be used in combination with any other Coupon Codes.

Free Return Shipping is also available for customers who do not receive the correct item as reflected in their order. This includes items that are a different size, color, style, brand, or condition than what is described on our website or on your order. If you believe you’ve received an incorrect item, contact Customer Care, who can then either mail a Free Return Shipping Label (US customers) or reimburse your Return Shipping (international customers).

You can contact Customer Care at sales@shoemetro.com or toll-free at (888) 272-4460 to see if you qualify for Free Return Shipping.

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Do you offer Exchanges?

Unfortunately, we do not offer Exchanges at this time. Because our merchandise sells so quickly, we cannot guarantee that items will stay on reserve. If you’d like to make an Exchange, we recommend returning the first item and making a separate order for the desired item.

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I've returned my shoes. When will I receive my refund?

After your shoes have arrived at our facility, our Returns department processes it within 7 business days. We process returns in the order they are received. Once we do, we will send you an email confirmation immediately after your refund is issued.

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I received the wrong item? What do I do?

Shoe Metro strives to keep our customers satisfied but sometimes we do make mistakes. We're very sorry that you received the wrong item and hope to make the returns process as painless as possible. You can click here to find instructions to our Return Policy or just scroll above. If you received the wrong item (including items that are a different size, color, style, brand, or condition than what is described on our website or on your order), you are eligible for Free Return Shipping. Please contact Customer Care at sales@shoemetro.com or toll-free at (888) 272-4460 so we can either mail a Free Return Shipping Label (US customers) or reimburse your Return Shipping (international customers).

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My order was damaged during shipment. What do I do?

We're sorry to hear about your damaged package. We will contact the courier and file a claim on your delivery. Please email Customer Care at sales@shoemetro.com with details of your shipment. Also, if you refused the package, please let us know that as well. If there is a replacement pair available, we will make arrangements to ship a replacement.

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