Customer Service FAQs

Orders and Payment | Shipping | Returns | Other Information

 
Orders and Payment
 

1. How long will it take to process and ship my order?
Most orders are processed within one to two business days. Shipping time is dependent on the option you choose; we offer standard shipping and three different types of expedited delivery. More information is available on our shipping page.

2. Can I change or cancel my order?
We process all orders as soon as they are received in order to fulfill and deliver your order as quickly as possible. Unfortunately, once placed, orders can't be canceled. You can still return the order, using our return instructions.

3. How do I order items as gifts?
You can place your order and have it shipped to the recipient. Unfortunately, we're not able to ship different items in the same order to different addresses. Sorry, we can't provide gift messaging as part of the order.

4. Why didn't the promotion I enter discount my order?
There are a few reasons why the promotion may not have worked:

  • Dollar and percentage discounts apply when your order meets the stated requirements;
  • FootSmart promotional offers typically have an expiration date, and once the date has passed, the offer is no longer valid;
  • Only one promotional offer may be applied per order (promotional offers may not be combined); or
  • Shipping promotions are not valid for orders shipped to Alaska and Hawaii.
  • Read more about FootSmart's Promotion Policy.

5. The item I want isn't in stock. Do you accept backorders?
Yes! If the product is still available, it will be shipped as soon as it's available, normally within 5-15 business days, and will be shipped separately from the rest of the order via Standard Delivery.

  • You will not be billed additional shipping and order processing for this second shipment.
  • Your credit card will not be charged for the temporarily out-of-stock (backordered) item(s) until shipped.

6. What types of payment do you accept?
For U.S. orders, FootSmart accepts MasterCard, Visa, American Express, NOVUS (Discover), PayPal and PayPal Credit. More information is on our payment page.

7. Why am I being charged sales tax?
FootSmart is obligated to collect sales tax on products shipped into Arizona, Georgia, Indiana, Kentucky, Nevada, North Carolina, South Carolina, Tennessee and Virginia.

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Shipping
 

1. Where is my order?
You can track your order by using our order status tool. This tool works for orders placed online and catalog orders. All you'll need is your order number and the billing zip code.

2. How long will it take to process and ship my order?
Most orders are processed within one to two business days. Shipping time is dependent on the option you choose; we offer standard shipping and three different types of expedited delivery. More information is available on our shipping page.

3. Can I ship my order faster?
In most cases, yes. Read about the options we provide on our shipping page.

4. Can I ship items in my order to multiple addresses?
The shopping cart on FootSmart.com does not currently allow you to ship to more than one address at a time. If you would like to ship to multiple addresses, please call Customer Service at 1-800-707-9928. If you prefer to place your multiple ship order(s) online, you will have to submit each order separately.

5. Can I ship items outside the United States?
Orders can be shipped to the continental United States, Alaska, Hawaii, U.S. territories and APO/FPO boxes

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Returns
 

1. How do I return an item?
Returns are easy! Simply complete the return/exchange form on the back of the packing slip you received with the order, place this and the unworn/unused item(s) to return in the box with the slip, and either return via SmartLabel or send the package yourself. Specific details are on our returns page.

2. How do I track my return?
If you used our convenient SmartLabel for your return, you can track your SmartLabel package on this page. All you'll need is the order number. Unfortunately, we're unable to track orders not returned via SmartLabel.

3. Are there return guidelines for items?
Yes. In general, the item must be in the original, unworn condition, and have all tags attached and intact. Please refer to the return category details on the returns page.

4. How do I return a gift?
The return or exchange policy is the same for a recipient of a gift. At this time, FootSmart can only provide the refund directly to the purchaser of the gift.

5. How long does it take to receive a refund?
You should expect your refund 10 to 15 business days from the time you put the return in the mail to FootSmart.

6. What if I received the wrong item, or the item is defective or damaged?
If you received an incorrect item or the item is damaged or defective, please call our Customer Care department at 1-800-707-992 for further instructions.

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Other Information
 

1. Where are your stores located, and what are the hours?
As a catalog and Internet retailer, FootSmart is open 24 hours a day, seven days a week. You can place an order at any time, and our Customer Care department is available to help you more than 12 hours a day. FootSmart has no physical store locations.

2. How do I sign up for emails or to receive catalogs?
You can sign up for emails here, and to receive catalogs here.

3. I want to talk to someone at FootSmart about my order.
For your convenience, you can contact us using our email form. You can also contact FootSmart's Customer Care department at 1-800-707-9928. The department is available from 7 a.m. to 1 a.m. ET, 7 days a week.

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