Frequently Asked Questions




Orders & Payments

How or where do I apply a promotion code for my order?

There are 2 opportunities to apply a promo code:


A) apply a promotion code on the Shopping Cart page, or
B) apply a promotion code in the “Payment Method” section during the checkout process.


Note, only 1 promotion code can be applied per order.

Why is my promotion code not working?

If the code does not apply successfully, it may be invalid, expired, or may be limited to certain products only (such as sale items only).


Please review the promotion or disclaimer carefully:

• Is the promotion only valid for a certain date or timeframe?
• Does the promotion state that it is valid for 'all' products / 'site wide',  or is it limited to certain products, or provides an additional discount only to items already 'on sale' ?

 


Please ensure that the code is being entered correctly:  Sometimes the letter O’s can be mistaken for number 0’s and letter I’s for number 1’s.


Be sure to include any dashes “– “ if they appear in the promotion code.

If you received a promotion code by email then it is best to copy & paste the promotion code from the email into the promotion code field on the website to avoid any accidental typos.

If you need further assistance please contact Customer Care.

Can I apply more than one promotion code to my order?

No, only 1 promotion code may be applied per order.
If you want to use multiple codes, please place individual orders.

Do I receive Free Shipping if a coupon code reduces the order value below CA$ 120?

A minimum order value of CA$120 after coupons and before taxes is required to receive free standard shipping.

Why is my Credit Card getting declined?


Having your credit card declined is always a possibility. When you attempt to place your payment details are verified by your credit card issuer who either approve or disapprove the provided information.

If your credit card is declined, the easiest thing to do is complete your transaction with another credit or debit card.


The most common reason for a declined payment are:

  1. a typo in your card number, 3-4 digit card security code, or
  2. a typo or outdated billing address zip code


What to do when your credit card is declined:

Stay Calm. Most commonly it's a trivial typo that lead to a card decline. Please carefully review or retype your credit card details and billing zip code and try again.


If your payment details are still disapproved, it is most likely to protect you from frivolous charges. At this point we must recommend to call the support phone number shown on the back of your credit card.

Why is my order on hold, why was it canceled?

We reserve the right to hold or cancel any order that appears to be incorrect or fraudulent, pending direct phone confirmation with the cardholder.

Can I order over the phone?

Yes! Please call Customer Service at +1 877-372-2814 and a Representative will assist you in completing your purchase.

Where is my order / shipping/ return / confirmation email?

Can't find an Order, Shipment, Return confirmation or password request email?

Please allow up to 5min for this emails to arrive in your email inbox. If you do not find your order confirmation in your inbox, please check if it arrived in your email's Spam/Clutter/Junk Mail folders, or search for emails from "earthshoes.com".

If you still can not find our emails, please contact Customer Care or call us at +1 877-372-2814 and we will resend the email to you.

How can I change or cancel my order?

Please contact Customer Service at +1 877-372-2814 as soon as possible after placing the order.
Please note that orders already loaded for shipping are unable to be changed. You will be notified if we are unable to process the change request. If that is the case, simply return your order free of charge.

How do I correct an address on my order?

Please contact Customer Service at +1 877-372-2814 as soon as possible after placing the order. If the order has already shipped or is in the shipping process, we will intercept the package and have it re-directed to the correct shipping address. Please note that a $10.00 charge will be made to the customer for any intercept. If the order has been delivered to the incorrect address and the customer is unable to pick up the package we will do a call-tag to try and retrieve the order and re-direct it to the correct address. If the call-tag is successful, a $10.00 charge will be made to the customer. Packages that cannot be retrieved are the responsibility of the customer.

Can I be notified when the style I want is available in my size?

We're sorry, we do not currently have the capability to notify you when a style becomes available in your size.

Do you charge sales tax?

Yes, charge appropriate sales tax on all orders. The corresponding fees will be calculated and shown to you during the checkout process.

Why did my order ship after I requested it be cancelled?

For your convenience we ship orders as quickly as possible, so we only have a small window to cancel orders before they have left our facility. We sincerely apologize if we were unable to cancel your order or a cancelled order was shipped to you.

Why do I have to call to verify my order?

We're serious about your security, which is why we take extra steps to verify that an order placed in your name is not fraudulent. 

In addition to standard security measures, we may require phone confirmation on orders where the billing and shipping addresses are different, order is for 5 pair or more, duplicate quantities, and so forth.

If you place an order where this is the case, one of our Customer Service Representatives will likely call you to verify both the shipping and billing information. We only verify these orders through direct phone contact with the cardholder.

If we are not able to connect with the cardholder within three business days, the order may be cancelled.  We reserve the right to cancel any order for any reason.

Where do I find my Order Number to process a return?

Your Order Number is stated on your order and shipping confirmation emails.
Please do not use an Order Number found on the shipment's packing slip.



Shipping & Tracking

What are my shipping options and how much does it cost?

We offer standard and expedited shipping methods. Shipping Rates are calculated during the checkout process, and depend on your location, the total number of units ordered, and the shipping method (standard vs expedited) you choose.

Orders over CA$120 receive automatic FREE standard shipping (excluding the three Northern Territories: Yukon, Northwest Territories, Nunavut).

The Order value is calculated after any promotion or discounts are applied to the order.

Do I receive Free Shipping if a coupon code reduces the order value below CA$ 120?

A minimum order value of CA$120 after coupons and before taxes is required to receive free standard shipping.

Do you ship to PO Boxes or Military APO/FPO addresses?

Domestically, within Canada or Canadian Territories & Islands, we can ship to both PO Boxes and Military APO/FPO addresses.

How can I track my order?

Once your order ships you will receive a shipping confirmation email including your shipment tracking link. Receiving a shipping confirmation email does not necessarily mean that the carrier has picked up your package from our Distribution Center. Depending on the shipping method selected, please use the carrier’s tracking features to determine when your package is picked up, in-transit, and delivered to your door.

Why does the tracking number not work or show tracking results yet?

Receiving a shipping confirmation email does not necessarily mean that the carrier has picked up your package from our Distribution Center. It may take up to 24 hours after shipment confirmation of your order before tracking information appears on the shipping carrier's website. If it has been more than 24 hours and your order tracking information has not changed please contact Customer Care by email or call us at +1 877-372-2814 and we will resend the email to you.

Why did my order ship after I requested it be cancelled?

For your convenience we ship orders as quickly as possible, so we only have a small window to cancel orders before they have left our facility. We sincerely apologize if we were unable to cancel your order or a cancelled order was shipped to you. Please simply process a free return once the shipment arrives, at no additional cost to you.



Returns & Exchanges

Is there a return shipping fee?

We offer flat rate fee for the Return Shipping Label. The cost depends on the number of products returned.

Please see our Returns Page for more details.

Can I return a gift?

Gifts may be returned, but please note that any refund made for the return must go back to the original form of payment on the original order.

Where do I find my Order Number to process a return?

Your Order Number is stated on your order and shipping confirmation emails.
Please do not use an Order Number found on the shipment's packing slip.

I returned my purchase. How long will it take for my refund to show on my account?

Once we receive your return and it is has been inspected, please allow 5 to 10 business days for your refund to be processed. You will receive a return & refund email confirmation once your return has been processed. After receiving the refund confirmation please allow an additional 2 to 5 business days for the refund to post to your account.

Why did my order ship after I requested it be cancelled?

For your convenience we ship orders as quickly as possible, so we only have a small window to cancel orders before they have left our facility. We sincerely apologize if we were unable to cancel your order or a cancelled order was shipped to you. Please simply process a free return once the shipment arrives, at no additional cost to you.

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