Welcome to Shoe Sale Shop’s FAQ page! We’ve compiled answers to the most common questions about our adventure-ready footwear, shipping policies, and more. If you don’t find what you’re looking for, our customer service team is always happy to help at [email protected].

About Our Products

Q: What types of footwear do you specialize in?
A: We specialize in high-performance footwear for outdoor enthusiasts and adventurers. Our collection includes hiking boots, climbing shoes, winter boots, approach shoes, sandals, and specialized socks for various activities.
Q: Are your products suitable for professional climbers/hikers?
A: Absolutely! We carry professional-grade climbing footwear and hiking boots designed for serious expeditions, as well as casual options for everyday adventurers.
Q: Do you offer accessories for footwear?
A: Yes, we carry essential accessories including insoles, gaiters, and other footwear accessories to enhance your outdoor experience.

Ordering & Payment

Q: What payment methods do you accept?
A: We accept Visa, MasterCard, JCB, and PayPal for secure and convenient checkout.
Q: Is my payment information secure?
A: Yes, we use industry-standard encryption to protect all payment transactions. We never store your full payment details on our servers.
Q: Can I change or cancel my order after placing it?
A: You may request changes or cancellation within 24 hours of placing your order by contacting our customer service at [email protected]. After this period, your order will likely be in processing and cannot be modified.

Shipping & Delivery

Q: Where do you ship to?
A: We ship worldwide to most countries, excluding some remote areas in Asia and other regions. During checkout, you’ll be notified if we cannot deliver to your location.
Q: What are my shipping options?
A: We offer two reliable shipping methods:
– Standard Shipping ($12.95): Via DHL or FedEx, typically arriving in 10-15 business days after processing
– Free Shipping: For orders over $50 via EMS, typically arriving in 15-25 business days after processing
Q: How long does order processing take?
A: Our team in Rutland, Vermont carefully prepares each order within 1-2 business days before shipping.
Q: Will I receive tracking information?
A: Yes, you’ll receive tracking information via email as soon as your order ships. This allows you to monitor your package’s journey to your doorstep.
Q: What if my order is time-sensitive?
A: For time-sensitive orders (like gear for an upcoming trip), we recommend selecting Standard Shipping and ordering at least 3 weeks before you need your footwear to account for processing and potential customs delays.

Returns & Exchanges

Q: What is your return policy?
A: We offer hassle-free returns within 15 days of delivery. Items must be in new, unworn condition with original packaging. Simply contact our customer service team to initiate your return.
Q: How do I initiate a return?
A: Email our customer service team at [email protected] with your order number and reason for return. We’ll provide return instructions and address.
Q: Who pays for return shipping?
A: Customers are responsible for return shipping costs unless the return is due to our error (wrong item shipped or defective product).
Q: How long does it take to process a refund?
A: Once we receive your returned item, we’ll process your refund within 5-7 business days. The time it takes for the refund to appear in your account depends on your payment provider.

Customer Service

Q: How can I contact customer service?
A: Our customer service team is available via email at [email protected]. We typically respond within 24-48 hours.
Q: What are your business hours?
A: Our customer service team operates Monday-Friday, 9am-5pm Eastern Time (excluding US holidays). Emails received outside these hours will be answered the next business day.
Q: Where is your company located?
A: Our headquarters and fulfillment center is located at 17 Hillcrest Road, Rutland, VT 05701, USA.

Still have questions? Don’t hesitate to reach out to our friendly customer service team at [email protected]. We’re here to help you find the perfect footwear for your next adventure!