Return & Exchange Policy

Introduction

At ShoesUltra, we are dedicated to delivering high-quality, comfortable footwear and ensuring your complete satisfaction with every purchase. This Return & Exchange Policy outlines the clear, fair terms and conditions for all items purchased through shoesultra.com, designed to protect both our valued customers and our brand commitment to quality, transparency, and reliable service.

By placing an order on our website, you acknowledge and agree to the guidelines set forth in this policy. We reserve the right to update or revise this policy at any time without prior notice, and the most current version will always be posted on our website for your reference.

Eligibility for Returns & Exchanges

Time Frame for Requests

• Refund Eligibility: Items must be returned and postmarked within 30 calendar days of the delivery date.
• Exchange Eligibility: Items must be exchanged and postmarked within 45 calendar days of the delivery date (extended for size, color, or style swaps to accommodate footwear sizing needs).
• Any return or exchange request submitted outside the eligible time frame will not be accepted, and we will return the unclaimed item to you at your own expense.

Item Condition Requirements

To qualify for a valid return or exchange, all items must meet the following criteria:

• Unworn, unused, and in original, sellable condition (no scuffs, stains, odors, scratches, or alterations to the shoes, insoles, or accessories).
• Complete with all original packaging, tags, labels, dust bags, and accessories intact (shoeboxes must remain undamaged and not be used as a shipping container).
• Free of any personalization, custom modifications, or monogramming (custom-made or personalized items are final sale and non-returnable).
• Accompanied by a copy of the original order confirmation or packing slip for easy order verification.

Non-Eligible Items

The following items are non-returnable and non-exchangeable (final sale):

• Custom-made, personalized, or monogrammed footwear and accessories
• Clearance, final sale, or promotional items marked “As Is” or “No Returns”
• Gift cards, e-gift certificates, and digital products
• Worn, damaged, altered, or washed items
• Items without a valid order confirmation or original packaging (in non-sellable condition)

How to Initiate a Return or Exchange

Step 1: Submit a Request

Contact our customer support team at support@shoesultra.com with the following information:

• Full name and order number
• Reason for return/exchange (e.g., wrong size, damaged item, unwanted purchase)
• Clear photos of the item (showing condition, packaging, and any defects if applicable)
• Preferred resolution: refund, exchange, or store credit

Our support team will review your request within 24 business hours and provide you with a prepaid return label (for eligible domestic orders) and detailed return instructions.

Step 2: Ship the Item Back

• Pack the item securely in its original packaging (with tags, accessories, and dust bags attached).
• Attach the provided prepaid return label to the outside of the package (remove any old shipping labels).
• Drop the package off at the designated shipping location or schedule a pickup via the carrier’s app (as instructed by our support team).
• Keep the tracking number for your records—we recommend purchasing shipping insurance for high-value items to protect against loss or damage during transit.

Step 3: Processing Your Request

Once we receive and inspect your returned/exchanged item (typically within 3–5 business days of delivery to our warehouse):

• Refunds: We will process the refund to your original payment method. Please allow 5–10 business days for the funds to reflect in your account (processing times vary by payment provider).
• Exchanges: We will ship the replacement item to you at no additional cost (shipping fees for exchanges are covered by ShoesUltra for eligible orders). Replacement items will be shipped within 3 business days of inspection.
• Store Credit: For eligible non-refund requests (e.g., clearance items), we will issue a store credit valid for 12 months from the issue date, usable for future purchases on shoesultra.com.

Shipping & Return Costs

Domestic Orders (United States)

• Free Returns for Eligible Items: We provide a prepaid return label for all eligible returns/exchanges (no cost to you).
• Non-Eligible Returns: If your return does not meet the eligibility criteria (e.g., worn item, missing tags), you will be responsible for the cost of return shipping.

International Orders

• Return shipping costs are the responsibility of the customer (except for cases of damaged or defective items, which will be covered by ShoesUltra).
• We do not offer prepaid international return labels—please use a trackable shipping method to return your item.
• Import duties, taxes, and customs fees are not refundable (unless required by law), and these fees will be deducted from your refund amount if applicable.

Damaged or Defective Items

If your item arrives damaged, defective, or different from what you ordered (due to our error), please contact us within 7 calendar days of delivery. We will:

• Provide a prepaid return label for domestic orders
• Issue a full refund (including original shipping costs) or a replacement item of equal value
• Cover all return shipping costs for damaged/defective items (domestic and international)

To file a claim, please include clear photos of the damage/defect and the original packaging (if available) in your support request.

Final Sale & Clearance Items

All clearance, final sale, or promotional items marked “As Is” or “No Returns” are non-returnable and non-exchangeable. These items are sold at a discount and are not eligible for refunds, exchanges, or store credit—please review product descriptions carefully before purchasing.

Contact Us

For any questions, concerns, or to initiate a return/exchange, please reach out to our customer support team:

• Email: support@shoesultra.com
• Working Hours: Monday–Friday, 9:00 AM – 6:00 PM (EST)
• Website: shoesultra.com/contact

We are committed to resolving your issues quickly and fairly, and we appreciate your trust in ShoesUltra!