Welcome to USSHOE SUPPLY’s FAQ section. We’ve compiled answers to the most common questions about our premium footwear, shipping policies, payment methods, and more. If you don’t find what you’re looking for, our customer service team is always ready to help at [email protected].
About Our Products
What types of shoes does USSHOE SUPPLY specialize in?
We specialize in premium footwear including boots, clogs, flats, heels, hiking shoes, loafers, Oxfords, sandals, and sneakers & athletic shoes. Our focus is on quality brands like ECCO that combine style with exceptional comfort.
Are your shoes authentic brand-name products?
Absolutely. We are committed to offering only 100% authentic footwear from premium brands. Every pair in our collection meets the highest quality standards.
Do you offer wide or narrow width options?
Many of our styles come in multiple width options. Please check the product description for available widths or contact our customer service for specific sizing inquiries.
Ordering & Account Questions
How do I create an account?
You can create an account during checkout by selecting “Create an Account” option. Having an account allows you to track orders, save your shipping information, and receive exclusive offers.
I forgot my password. How can I reset it?
Click on “Forgot Password” on the login page and enter your registered email address. You’ll receive instructions to reset your password shortly.
Can I modify or cancel my order after placement?
We process orders quickly to ensure fast delivery. If you need to modify or cancel your order, please contact us immediately at [email protected] with your order number. We’ll do our best to accommodate your request if the order hasn’t entered the shipping process.
Payment Methods
What payment methods do you accept?
We accept Visa, MasterCard, JCB, and PayPal for secure and convenient transactions.
Is my payment information secure?
Yes, we use industry-standard encryption to protect all payment transactions. We never store your full payment details on our servers.
Why was my payment declined?
Payment declines can occur for various reasons including insufficient funds, incorrect billing information, or security checks by your bank. Please verify your information and try again, or contact your card issuer for assistance.
Shipping & Delivery
Where do you ship?
We offer global delivery to most countries, excluding some remote areas and certain Asian regions. During checkout, you can enter your address to confirm availability.
What are my shipping options?
We offer two shipping methods:
- Standard Shipping: $12.95 via DHL or FedEx (10-15 business days after shipment)
- Free Shipping: For orders over $50 via EMS (15-25 business days after shipment)
All orders are processed within 1-2 business days before shipping.
How can I track my order?
Once your order ships, you’ll receive a confirmation email with tracking information. You can also check your order status by logging into your account.
What if my package is delayed?
While we ensure prompt processing, delivery times may vary due to customs processing or peak seasons. If your package is significantly delayed, please contact us with your order number for assistance.
Returns & Exchanges
What is your return policy?
We offer a 15-day return policy from the date of delivery. Items must be unworn, in original condition with all tags attached, and in the original packaging.
How do I initiate a return?
Please email [email protected] with your order number and reason for return. We’ll provide return instructions and the appropriate return address.
Who pays for return shipping?
Customers are responsible for return shipping costs unless the return is due to our error or defective merchandise. We recommend using a trackable shipping method.
How long does it take to process my refund?
Once we receive your return, please allow 5-7 business days for inspection and processing. Refunds will be issued to your original payment method.
Do you offer exchanges?
Currently, we process returns for refunds only. To get a different size or style, please place a new order after receiving your refund.
Still Have Questions?
Our customer service team is happy to assist with any additional questions about our premium footwear or services. Contact us at:
Email: [email protected]
Business Address: 2503 Conference Center Way, Mclean, US 22102