FREQUENT CUSTOMER SERVICE QUESTIONS

WHY WAS I REDIRECTED TO THE SHOE CO. PAGE FROM SHOE WAREHOUSE? WHAT HAPPENED TO THE SHOE WAREHOUSE SITE?
The Shoe Warehouse web page has been redirected to The Shoe Co. page where you will find the same great brands, at the same prices. Only the name has changed.  

HOW DO I USE AN OFFER OR PROMOTION CODE?
Offers and promotion codes can be applied during checkout online or at the register in store.
Some of our offer codes are available for in-store and online use, while others are only valid for one or the other. (Be sure to check the offer details to verify all redemption info.)
Some of our offer codes are not able to be shared - they're intended for specific customers only. Because of this, all offer codes may not work for all customers.  

WHAT FORMS OF PAYMENT DO YOU ACCEPT?
We accept Canadian issued Visa, MasterCard, and American Express cards, as well as PayPal, as forms of payment online.  

CAN I USE MY GIFT CARD OR STORE CREDIT ONLINE?
Gift cards and store credits are only redeemable for in-store purchases.
Note: Gift Cards and store credits are non-refundable and have no cash value. They can only be redeemed in-store for product. If a purchase(s) was made using a gift card or store credit and later returned, the return will go back onto a store credit.  

WHERE IS MY ORDER? WHO WILL BE DELIVERING IT?
Immediately after you place an order, there is a brief period when you cannot check on it. But once it ships, you will get a shipping confirmation email and you can follow its progress.
As a Shoe VIP member, you can see the status of your order here .
Please note that it can take extra time for deliveries to remote addresses.  

DO YOU SHIP TO P.O. BOXES?
We do not currently ship orders to General Delivery (GD), P.O. Box, Rural route and R.P.O. Box addresses.  

DO YOU SHIP TO THE USA & INTERNATIONALLY?
We do not ship orders to the United States or Internationally. If you would like to make a purchase in the United States, please visit www.dsw.com  

THE DELIVERY ADDRESS ON MY ORDER IS INCORRECT, WHAT CAN I DO?
Please contact our Customer Service team at 1.888.874.6326 or through email at service@theshoecompany.com as soon as possible. We will do our best to make corrections.

WHAT IS IN-STORE PICK-UP?

Some items offered on our website are available for pick-up in store, including items available for Ship-to-Store (items shipped to a store of your choice for pickup in store). Not all items are available for this service nor is the service available in all stores. For same-day pickup, your order must be submitted by 4 p.m. local time or four hours before closing, whichever is earlier, and the item must be available at the store you selected. Ship-to-Store items are not available for same-day pickup.

You will be notified via email when your order is ready for pick up.

HOW DO I KNOW IF AN ITEM CAN BE PICKED UP IN STORE?

On the product page select and confirm your pick-up store. If the item is available for same-day pickup, you will see "Store Pick-Up - Free".

CAN I SELECT TO PICK UP CERTAIN ITEMS AND HAVE OTHERS SHIPPED?

Yes! For items you still want shipped, select "Add To Bag" on the product page. If you would like to pick up an item, select "Store Pick-Up - Free" and choose the store you would like to pick up from. Proceed to checkout to review your total order. Your shopping bag will show items for delivery and items for In-Store Pick-Up.

WHEN WILL MY CREDIT CARD BE CHARGED?

After you place your order, your card will be authorized for the total order amount. When your order is processed, the transaction will be finalized and your credit card will be charged.

WHAT DO I NEED TO BRING TO PICK UP MY ORDER?

Please bring a government-issued ID (driver's license or passport) and your order confirmation email.

CAN SOMEONE ELSE PICK UP AN ORDER ON MY BEHALF?

Yes, all you have to do is include their name in the "Alternate Pick-Up Person" section within the payment page. The alternate pick-up person will get all emails associated with your order, so they'll know when your order is ready for pick-up too. If you select an alternate pick-up person, either you or that person can pick up your order. When picking up your order, you or your alternate pickup person must show a valid government-issued ID and the order confirmation number.

WHAT HAPPENS IF I PLACE AN ORDER WHEN THE STORE IS CLOSED?

If you are placing an order for product that is currently available, it will be ready the next day at open of business. If the order is a Ship-To-Store order, it will be available within 4–7 days. With all orders, wait until you receive the "Ready for Pick-Up" email before picking up your order.

CAN I CHANGE MY PICK UP STORE AFTER I'VE PLACED MY ORDER?

Sorry, you cannot. Please call customer service so we can assist you.

HOW IS MY TAX CALCULATED?

For delivery orders, your tax is calculated based on the tax rate where your order is delivered. For In-Store Pick-Up orders, your tax is calculated based on the tax rate of the store location. If you have an order with one item for delivery and one for In-Store Pick-Up you could be charged different tax rates.

HOW SOON CAN I PICK UP MY ORDER?

You will be notified with a "Ready for Pick-Up" email when your order is ready. Wait until you receive this email before picking up your order. Need to know your store's hours? Head here: Store Locator

WHAT HAPPENS IF THE ITEM IS NOT AVAILABLE AT THE STORE?

If the item is not available at the selected pick-up store, the item ordered will be automatically cancelled.

HOW DO I USE MY FAVOURITES?

If you are a Shoe VIP member, you can save your favourites. It's an amazing way to keep track of what you love, save it for later, get updates, and share with friends and family. Here's how it works:

Using Your Favourites:

• Log in with your Shoe VIP membership. Not a member? Create an account
• Your Favourites are already waiting — just add things you want to save using the heart icon on the product image.
• Want to view your Favourites? Go to your account and click the heart icon.
• Buying something from your Favourites list is simple. Just click "Add to Bag" and check out as usual.

Sharing your Favourites:

• It’s easy to share your Favourites on Facebook, Twitter, Pinterest, email and text.
• While on your Favourites page, check the items you would like to share, choose "Share" at the top, then copy the link or email your Favourites.

IS IN-STORE INVENTORY UPDATED IN REAL TIME?

No, this is not updated in real time. We suggest you contact the store directly to have them confirm. You will need to provide them with the item style number for them to check availability for you.