Welcome to Shoe Zone Shop’s FAQ section! We’ve compiled answers to the most common questions about our performance footwear, shipping policies, returns, and more. Whether you’re a serious athlete, outdoor enthusiast, or just looking for stylish casual shoes, we’re here to help.
Product Questions
1. What types of shoes do you specialize in?
We specialize in performance footwear for various activities including:
- Running (road and trail)
- Cross training and cross country
- Hiking and outdoor adventures
- Racing flats for competitive athletes
- Casual and lifestyle footwear
- Sandals and kids’ shoes
2. How do I choose the right shoe for my activity?
Consider your primary activity:
- Running/Racing Flats: For road runners and racers needing lightweight responsiveness
- Cross Training: For gym workouts and HIIT training requiring lateral support
- Hiking/Cross Country: For outdoor adventures needing traction and stability
- Casual/Sandals: For everyday comfort with performance-inspired styling
3. Do you offer wide or narrow width options?
Currently, we offer standard widths for most models. Some hiking and running models come in wide options – check individual product descriptions for availability. Our insoles can help customize the fit if needed.
Ordering & Account Questions
1. What payment methods do you accept?
We accept:
- Visa
- MasterCard
- JCB
- PayPal
2. How can I track my order?
Once your order ships, you’ll receive a confirmation email with tracking information:
- Standard Shipping (DHL/FedEx): Full tracking with delivery updates
- Free Shipping (EMS): Basic tracking available
3. Can I change or cancel my order after placing it?
We process orders quickly to get you your shoes fast! If you need to modify or cancel your order, contact us immediately at [email protected] with your order number. We can typically make changes if your order hasn’t entered the packing phase (within 12-24 hours).
Shipping & Delivery
1. Where do you ship to?
We ship worldwide except some remote areas in Asia and other locations (you’ll be notified during checkout if we can’t ship to your address). Our Portland-based team ensures quality handling with global carriers.
2. What are my shipping options and costs?
- Standard Shipping: $12.95 via DHL/FedEx (10-15 business days after processing)
- Free Shipping: Orders over $50 via EMS (15-25 business days after processing)
3. Will I need to pay customs fees?
International customers: Your country may charge customs fees or import taxes. These are the responsibility of the recipient and aren’t included in your order total. Check your local regulations for details.
Returns & Exchanges
1. What’s your return policy?
We offer 15-day returns from delivery date for unworn shoes in original packaging with tags attached. Initiate returns by emailing [email protected] with your order number and reason for return.
2. Who pays for return shipping?
Customers are responsible for return shipping costs unless the return is due to our error (wrong item shipped or defective product). We recommend using a trackable shipping method.
3. How long do refunds take?
Once we receive and inspect your return, refunds are processed within 5 business days. Credit card refunds may take 7-10 additional days to appear on your statement.
Still Have Questions?
Our customer service team at [email protected] is ready to help with any other inquiries about our performance footwear, orders, or policies. We’re committed to keeping you moving comfortably, whether you’re training, racing, or exploring!
Note: During peak seasons or sales events, processing times may extend slightly. We’ll notify you if your order will be delayed.