Frequently Asked Questions
General Questions
- How can your prices be so good?
- Where do you get your merchandise?
- If I have more questions, how do I contact your Customer Care Dept.?
- I just sent an email to Customer Care. When will I get a response?
Shopping Questions
- Do you have this shoe in another size, style, or color?
- Is there a limit to the amount of shoes I can purchase?
- I made a mistake on my order. Can I cancel or modify my order?
- Can I add items to my order?
- I only received part of my order. How can I receive the rest?
Pricing Questions
- Why are there different prices for the same style of shoes?
- Can you lower the price of these shoes?
- Why is a different price advertised on another website?
- Why do prices sometimes change on your website?
Shipping
- How can I track my order?
- How much is shipping?
- When will my order ship?
- How long will it take to receive my order?
- Can you ship my package using a cheaper shipping method?
- Can you ship my package with a different shipping carrier?
- Can I ship to an address other than my Billing Address?
International Shipping
- Can you declare my purchase as a "Gift"?
- Do I have to pay custom taxes or duties?
- What countries do you ship to?
Payments
- Have you received my payment yet?
- What types of payments do you accept?
- Do you charge sales tax?
- How do I redeem promotional codes and gift cards?
Returns
- What is Shoe Metro's Satisfaction Guarantee?
- What is your Return Policy?
- What address should I mail the Return to?
- Is Free Return Shipping available?
- Do you offer Exchanges?
- I've returned my shoes. When will I receive my refund?
- I received the wrong item. What do I do?
- My order was damaged during shipment. What do I do?
General Questions
How can your prices be so good?
Shoe Metro buyers are hard at work all year long, constantly on the lookout to snatch up the best shoes and merchandise at the best deals. Often, designers will overproduce or department stores will overbuy, leaving each of them with shoes they are all too eager to sell. When that happens, our buyers expertly negotiate low, low prices. And then we pass the savings--savings of up to 80%--onto you. We are one of the best online sources for footwear available. When you buy from us, you know you're getting the lowest prices, excellent merchandise, and great service.
Where do you get your merchandise?
Shoe Metro works with retailers and manufacturers in various areas of the United States to locate an ever-changing variety of popular styles at attractive prices. Our buyers work dilegently to provide our customers with a great selection and great prices.
If I have more questions, how do I contact your Customer Care Dept.?
If you can't find the answers you're looking for on our FAQ's page here, you can email Customer Care at sales@shoemetro.com OR call us toll-free 888-272-4460. Our Customer Care Dept. is available Monday through Friday, 7am to 5pm PST. If you send an email or leave a phone message after-hours, we will be sure to respond within one business day.
I just sent an email to Customer Care. When will I get a response?
Our friendly Customer Care Dept. will respond to your email within two (2) business days of receipt of your message. If you would like to call Customer Care, you can reach us toll-free at 888-272-4460. Our Customer Care Dept. is available Monday through Friday, 7am to 5pm PST.
Shopping Questions
Do you have this shoe in another size, style, or color?
Shoe Metro carries a wide selection of footwear and virtually all of our in-stock products are available on our website. If you're looking for the same item in a different size, style, or color, try entering the brand and style name of the item into the Search bar at the top of your screen. Unfortunately, if you still cannot locate the desired size, style, or color through your Search, we do not have it in-stock.
Is there a limit to the amount of shoes I can purchase?
Our policy allows you to purchase 10 items per 10 days. This policy ensures a secure and positive shopping experience for all. We're sorry for the inconvenience.
What currency are your items listed in?
All of our prices are listed in US dollars. Currency exchange is handled by your credit card company or PayPal.
I made a mistake on my order. Can I cancel or modify my order?
Our shipping process is automated and your order is processed within hours. Once we receive your payment, we cannot add, subtract or cancel your order prior to shipment.
Can I add items to my order?
If you have already completed the Checkout process, we are unable to make any revisions or additions to your order.
I only received part of my order. How can I receive the rest?
Please email our Customer Care Department at sales@shoemetro.com and send details on what is missing from your order. We'll make arrangements to ship your missing items right away.
Pricing Questions
Why are there different prices for the same style of shoes?
Our prices vary depending on the popularity of size, popularity of color, and length of time an item has been up for sale. Due to our pricing policies, we cannot lower the price of any item.
Can you lower the price of these shoes?
We're sorry but our prices are as stated. As you can see, our prices are 20% to 90% of retail cost. We have some of the lowest prices on the Internet.
I saw your product advertised on a different website for one price. But when I clicked through and came to your website, it was a different price. Why is that?
We’ve teamed up with a number of different partners to help get the word out about our store. We make every attempt to communicate clearly and keep our partners updated on our current pricing. However, it may take some time for our partners to update their respective sites. Be sure that we will only honor prices reflected on our website, www.ShoeMetro.com.
Why do prices sometimes change on your website?
We reserve the right to change our products’ prices at any time without further notice. On occasion, products are marked down for promotions and raised back up when the promotion ends--so it’s always best to shop quickly.
Shipping Questions
How can I track my order?
Most orders ship on the next business day after payment is received. After we ship your order, we will send you a shipping confirmation email which includes your tracking number and a link to track your package.
You can also check the status of your order by going to Shoe Metro's Order Tracking page. You can check the status of up to ten (10) prior orders by following the instructions on this page.
How much is shipping?
Please refer to the Shipping Rates chart below for all applicable shipping rates. Please keep in mind that:
- 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, except economy, which has limited tracking.
ATTENTION We are able ship to all areas worldwide EXCEPT for: Colombia, Cuba, 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 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.
- 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 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.
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.
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.
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.
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.
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.
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.
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. 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.
What countries do you ship to?
We are able ship to all areas worldwide EXCEPT for: Columbia, Cuba, 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.
- Customs Delay: We cannot guarantee specific arrival dates or times. Our International transit times can take from 3 to 10 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.
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.
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.
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.
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.
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.
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
- Download the Return Form (PDF) located here.
- Fill out the form by following the instructions on there. Include the complete form in the box.
- 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.
- 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
- Shoe Metro
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.
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
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.
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.
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.
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).
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.
