- I have a question. How do I get in touch?
If you have questions regarding a product, order, shipping, returns we would be happy to get in touch. You can visit our our contact page to email or phone us at 1-855-531-0112. You can also use the live chat by clicking on the box on the bottom right of the page.
- What if the shoe doesn’t fit?
If you receive a shoe and find it doesn’t fit perfectly, you can return or exchange them at no cost! See our shipping and returns page for complete details.
- Can I get more information/measurements of the shoes?
Absolutely! We are constantly adding additional details, measurements, and images to the shoe product pages. However, if you have a particular style you would like to know more about right away, just contact us and we’ll gladly answer your questions.
Shipping & Returns
- What happens after I order?
After completing the checkout process, you will receive a confirmation email. If you do not receive this email, please contact us. Your order will then be prepare to ship the same day if you order before our cutoff time (2:00 P.M. Pacific Time / 5:00 P.M. Eastern Time). Once your package is shipped, you will receive an email with a UPS tracking number.
- How do I return an item?
We know that shoes don’t always work out – that is why we include a prepaid return label with every order, which means no printing or fuss. The returns are fully tracked back to our warehouse so you can see when they have been received. To learn how to return an order, please see our Return Instructions.
- Do you ship internationally?
We only ship to Canadian mailing addresses.
- Are there any duty or customs fees?
No! We ship from our warehouse in Surrey, British Columbia so all products are duty and customs free. Applicable Canadian taxes will apply depending on the province of the receiving address.
Checkout & Payment
- Should I order by phone or online? Is the checkout process secure?
You can order using whichever method you are more comfortable with. Both ways of ordering are secure. We do not keep credit card information after the order is placed when you order by phone. The checkout process is SSL-encrypted to ensure your sensitive information is sent to the payment processing server only. You can verify an SSL connection is in use by seeing if the “http” in the address bar is replaced with “https”. Some Internet browsers may show a secure connection by displaying a padlock symbol in the address or status bar.
- Why do I need to provide my CVV/CVV2 number (Card Verification Value)?
A CVV or CVV2 number is the 3-4 digit number at the back of your credit card, usually found beside the signature stripe. We require this number as a security measure to ensure the card is in the cardholder’s possession during an online or phone transaction. To learn more about your CVV, please visit the Visa and Mastercard security pages.
- Do you charge sales tax on orders?
Orders shipped to British Columbia will be charged GST and PST. For other provinces, the standard GST/HST rates will apply. You will see the total amount you will pay including taxes displayed during checkout before payment.
- Will I get a confirmation of my order?
Yes. An order confirmation will be emailed to you once you complete the checkout. If you do not receive a confirmation, please contact us.
- Why do I get an error when checking out?
There are various reasons why you may get an error during checkout:
The address does not match your bank’s records. If this happens, we recommend visiting Canada Post – Find a Postal Code to verify your postal code. If that does not fix the issue, please call your bank and verify the address they have on your payment card.
You may also want to try another internet browsers such as Safari, Chrome, Firefox, or Internet Explorer so rule out any technical issues.
- Why does my order status say “On Hold?”
“On Hold” means your credit card has been authorized and our shipping centre has received instruction to process the order. Once the order is shipped, the status will change to “Completed” and you will be emailed tracking number.
- When is my credit card charged?
Your credit card is only after the order has been shipped. If an order is cancelled or unavailable, we will contact you and your credit card will not be charged. However, your bank may still show the payment authorization temporarily before removing it.
- Will I receive an invoice?
Your order details/invoice will be included with your order for your records.
- Why was my shoe not available?
The selection displayed on Old Shoe Dawg is live and accessible to shoppers all across Canada. An order is considered complete when the checkout process is finished. Adding an item to your shopping cart does not guarantee the item will be available during checkout. We fulfill orders on a first come first serve basis (orders which have completed the checkout and payment process).
- My shipment still hasn’t arrived?
Your shipment may be delayed if the billing address is incomplete. In this case, UPS will contact you to verify the address to complete the delivery.
Some items may not be stocked in our warehouse, in which case Old Shoe Dawg will contact the supplier to fulfil the order. This may add up to 7 days to the delivery time.
Weather delays may also impact delivery time. You can check the status of your delivery by clicking the tracking link in your shipping email.
- Where do I get promo codes?
We occasionally offer discounts off the already great prices on Old Shoe Dawg. To be alerted with exclusive promotional codes, you can sign up for our email newsletter at the bottom of the page and follow us on Twitter or Facebook. There might even be some codes displayed throughout our website so keep your eyes peeled!
To use a coupon code, you can enter it on the checkout page.
Even if there is no coupon code at the moment, simply signing up for an Old Shoe Dawg account will let you start collecting Loyalty Points. Every purchase automatically earns you points which can be used for discounts on future purchases. Learn more about our Loyalty Program.
- Do you keep all items in stock?
We update our store stock multiple times a day to ensure whatever stock is on the store is available for purchase. If you have any questions about availability, feel free to contact us.
- Are the product image and descriptions representative of what I will receive?
We do our best to provide accurate information and images to help you decide on the perfect shoe. Shoes may vary slightly from photos due to leather being a natural material and depending on lighting conditions. The shoe measurements are approximate and are for reference only.
If you need more information about a shoe you are interested in, don’t hesitate to contact us and our helpful staff will be happy to take any measurements you require.
- How does the waitlist work?
The product waitlist allows you to be alerted by email if an out of stock item is restocked. When you select any size that is out of stock, you will be presented with the option to join a waitlist for that shoe style and size. Simply enter your email and press “Join Waitlist”. Old Shoe Dawg works with the supplier of the brands we carry to obtain stock of waitlisted items if available.
- When will I be notified my shoe is available?
You will be notified of your shoe’s availability as soon as we receive any stock in your size. When a shoe is restocked, quantities may be limited so be sure to grab your pair once you receive your notification. Sometimes the retocked items must be shipped from directly from the manufacturer. These shipments may take take an extended period of time. However, you will be notified as long as you are on the waitlist!
- Is it guaranteed my shoe will be back in stock?
Sometimes styles are discontinued and may not be offered again. Occasionally, the manufacturer may re-offer styles after a period of unavailability. You are kept on the waitlist until you choose to unsubscribe using the link in the waitlist confirmation email or in My Account. You can also email us and we can help you unsubscribe. If you would like further availability information about a specific style, feel free to contact our customer support.
- What if I want to be waitlisted for multiple sizes?
You can be waitlisted for as many items as you choose. If you are in between sizes or want to be notified about multiple sizes, we encourage you to join the waitlist for each size you want updates on.
- I didn’t receive an email confirmation!
An email confirmation is sent whenever you subscribe to a waitlist. If you did not receive this email, please make sure you entered the correct email address into the text box or in your address book under My Account (if you are logged in).