Frequently Asked Questions
General Questions
- Do you have this shoe in another size, style or color?
- How can your prices be so good?
- Do you allow for local pick ups?
- Where do you get your merchandise?
- Why do some shoes have different prices for different sizes?
Shipping
- Did my order ship yet? How can I track my order?
- How much is shipping? How long will it take?
- 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
- How do I pay for my products?
- I have a coupon. How do I apply it?
- What is your mailing address?
- Have you received my payment yet?
- What types of payments do you accept?
- Is it safe to use my credit card on Shoe Metro™’s Checkout?
- Is my personal information kept private?
- Do you charge sales tax?
Returns/Exchanges
- What is Shoe Metro™'s Satisfaction Guarantee?
- What is your return policy?
- 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
I absolutely love this shoe! But do you have it in another size, style or color?
Shoe Metro™ carries a wide selection of footwear and virtually all of our in-stock products are listed on our website. Unfortunately, if the item is not listed, then we do not have it in stock. Sorry!
How can your prices be so unbelievably great? Please explain because I literally cannot believe it!
We keep our overhead costs as low as possible (you could say we keep them--underhead! **rimshot**) and purchase our merchandise at great prices ourselves. Then we pass on the savings to you, our price-savvy customer.
I'm basking in the sunshine of San Diego as we speak. Do you allow for local pick ups?
Unfortunately, we do not have local pick-ups available for orders purchased online at this time. However, if you're in San Diego, come check out our retail store, where you can shop from and sample our entire inventory of more than 150,000 pairs of shoes.
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 diligently to provide our customers with a great selection and great prices.
Why do some shoes have different prices for different sizes?
We determine the prices of our shoes by the popularity of the style, color, and size of the shoes as well as how long the shoes have been living on our shelves.
Shipping Questions
I just can't wait for my shoes to get here. How can I track my order?
Most orders ship on the next business day after payment is received. After we ship your order, we'll send you a shipping confirmation email which includes your tracking number. To track your order, go to our Order Tracking page. Enter your Zip Code (from the Shipping Address) and your Email Address and check the "View Last 10 Orders" box. This will let you view your most recent 10 orders from Shoe Metro. Click on the Tracking Number of the order you'd like to track to see its Delivery Status.
How much is shipping?
We offer different shipping rates for shoes and boots as listed below.
Shoes
| Shipping Type | First Item | Additional Items * | Delivery Time |
| FedEx Ground | FREE | FREE | 1 - 6 Business Days |
| FedEx 2nd Day Air | $6.99 | $6.99 | 2 Business Days |
| FedEx Next Day Air | $12.99 | $9.99 | 1 Business Day |
| Canada** - DHL Express | $14.99 | $11.99 | 2 - 5 Business Day |
| International** - DHL Express | $27.99 | $16.99 | 1 - 3 Business Days |
| HI, AK, PR, APO, FPO - USPS Priority | FREE | FREE | 2 - 3 Business Days |
Boots
| Shipping Type | First Item | Additional Items * | Delivery Time |
| FedEx Ground | FREE | FREE | 1 - 6 Business Days |
| FedEx 2nd Day Air | $13.99 | $7.99 | 2 Business Days |
| FedEx Next Day Air | $19.99 | $9.99 | 1 Business Day |
| Canada** - DHL Express | $17.99 | $11.99 | 2 - 5 Business Day |
| International** - DHL Express | $32.99 | $16.99 | 1 - 3 Business Days |
| HI, AK, PR, APO, FPO - USPS Priority | FREE | FREE | 2 - 3 Business Days |
NOTE: All US P.O. Boxes are shipped Economy Ground. We do not ship to international P.O. boxes.
When will my order ship?
We ship all orders that clear by 2:00PM EST on the same business day. A business day is considered Monday through Friday, not including joyous holidays.
I'm shaking with anticipation. 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 Southern California, the faster you will receive your order. We'll send you an email after your order is shipped so you can track your shoes and know exact delivery day. International shipments have an average delivery time of 2 to 7 business days via Fedex International.
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 methods other than the options listed.
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.
Can I ship to an address other than my own address?
For your convenience, we offer shipping to anywhere you want. You'll have the opportunity to enter any shipping address you'd like during checkout.
International Shipments
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. Despite those expenses, you'll still get a great deal while shopping with Shoe Metro™ because of our amazing prices.
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. Fortunately, we do pay for your brokerage fees associated with the shipment.
What countries do you ship to?
Shoe Metro™ is proud to be able to serve our friends and customers all around the world. We ship shoes to a host of countries, all listed below. Whether you're enjoying a drink beneath the Eiffel Tower or lounging in the Bahamas, you can be sure Shoe Metro™ will find a way to get your favorite shoes to you:
We ship to the following countries ONLY:
| Australia | Jamaica |
| Austria | Japan |
| Bahamas | Luxembourg |
| Belgium | Monaco |
| British Virgin Islands | Netherlands |
| Costa Rica | New Zealand |
| Denmark | Norway |
| Finland | South Korea |
| France | Spain |
| Germany | Sweden |
| Greenland | Switzerland |
| India | United Kingdom |
| Ireland | |
| Italy | |
Payment Questions
Okay, I have enough shoes to last me three lifetimes in my Shopping Cart. How do I pay for my products?
After you've had your fill of shoes and have added them to your shopping cart, you can pay for your products by following the steps in our secure checkout. View your shopping cart. Then click the appropriate 'Checkout' button.
I got ahold of a neat little coupon code. How do I apply the savings?
When viewing your shopping cart, enter your coupon code in the "Coupon or Gift Card" box beneath the display of the items in your shopping cart.
I am so satisfied with my experience that I want to send a gift basket to you for your enjoyment. What is your mailing address?
Shoe Metro™
Attn: Customer Service
8960 Carroll Way Suite 100
San Diego, CA 92121
NOTE: Please do not send payment for any items in the form of personal checks or cash. We only accept payment in the form of Paypal and credit card (Visa, MasterCard, American Express, and Discover). To pay for your items, please follow the instructions on our secure checkout.
Have you received my payment yet?
Paypal:
You should receive a payment confirmation email after your payment clears
Paypal.
Credit/Debit cards and payments using Paypal funds should clear within
minutes.
Bank Transfers (transactions using your bank account) take about 2 to 4
days to clear.
Credit Cards:
Credit card payments should clear within a few minutes and you should
receive
a confirmation email shortly after you have paid.
What types of payments do you accept?
We gladly accept Paypal and credit card (Visa, MasterCard, American Express, and Discover) payments through our secure checkout.
Is it safe to use my credit card on Shoe Metro™’s Checkout?
Shopping at Shoe Metro™ is safe and secure. Our site employs the latest version of Secure Sockets Layer Technology (SSL) to encrypt your information. Click here to read more about our privacy and security policies and what we do to protect you when you shop online.
Is my personal information kept private?
Shoe Metro™ considers the information you choose to share with us personal and confidential. We will not share, rent, or sell any of your personal information.
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 8.75% sale tax.
Returns
What is Shoe Metro™'s Satisfaction Guarantee?
We want your feet and your shoes to live a happy life together. If you are not completely satisfied with your purchase, you may return any unworn merchandise to us for up to 90 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
What is your return policy?
We have a 90 Day - 100% Satisfaction Guarantee! If you are not totally satisfied, you may return your item for a full refund of the price of the item (excluding shipping charges).
Refunds must meet these simple requirements:
- Item must be unworn. (Tried on only for fit and sizing)
- Item must be returned within 90 days of delivery.
- A completed Return & Exchange Form must be included with the return inside the box.
Click here to download our Return & Exchange Form Download Form (PDF)
After we receive your returned item at our office, we will issue your refund within 7 business days. Your refund will be issued in the same method you used for the original purchase. An email confirmation will be sent after your return is processed.
Do you offer Exchanges?
Shoe Metro™ wants you to be happy with your purchases and enjoy a lifetime relationship with you. To make sure you have the perfect fit, we’ve made returns and exchanges fast and easy. Here’s all you have to do:
If you want to return or exchange an item, simply complete the easy Return & Exchange Request Form prior to shipping the item(s) back for credit or exchange. It's fast, easy and free!
Click Here for your Return & Exchange Request Form: Download Form (PDF)
Once we’ve processed your return and Exchange Form, you’ll receive an email confirmation to verify your request. Remember, we must receive the item you've returned in the original box, (in a new unused condition), together with your completed Return & Exchange Request Form.
After your item is received, you'll get your replacement item shipped, or credit issued, within 7 business days.
IMPORTANT NOTICE CONCERNING REFUNDS: As soon as you return your item and it's received into our warehouse, we will expeditiously send a refund request to your bank. Please note that while the funds are instantly deducted from our account, some banks may take as long as a week to process and post these refunds to their customers' accounts.
I've returned my shoes, when will I receive my refund?
After your shoes have arrived at our office, our Returns department processes it within 7 business days. We process returns in the order they are received. Once your request is processed, 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 really very sorry that you received the wrong item and hopefully, we can make the Returns process as painless as possible.
Please email customer service at sales@shoemetro.com and include your order number or item number. After we receive your email, we will send you a Return label via email so you can return your shoes. If you can't wait then please feel free to return the item yourself and you will be reimbursed for your return shipping.
In many cases we do have your shoes in stock and we can ship your correct pair as soon as your incorrect pair gets picked up. Returns will be inspected to ensure that they are unworn condition. Again, we're sorry for the inconvenience.
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.
