Frequently Asked Questions
Frequently Asked Questions
I am returning an item purchased with a Gift Card, how does that work?
All refunds can only be returned to the original form of payment. If you used a gift card, a new Gift Card will be issued for the amount used from the original purchase, once the return is processed. Gift cards cannot be returned for cash or credit cards.
What forms of payments do you accept?
Visa, MasterCard, American Express, Discover, PayPal, Shopify Pay, Apple Pay, Google Pay, and Prepaid Gift cards.
Can I pay with multiple credit cards?
Unfortunately, we do not accept multiple credit or debit cards as payment for purchases.
Why did my payment decline?
Your payment may have been declined due to incorrect billing details, insufficient funds, or issues with your bank or card provider. Please verify your information and try again or contact your bank for assistance.
How do I use a physical Gift Card online?
To use a physical gift card or gift card starting with a “277” number online, please call Customer Service 1-855-942-0437.
Can more than one gift card be used towards a purchase?
No. A customer cannot redeem multiple gift cards during checkout.
Can gift cards be reloaded?
Unfortunately, you cannot reload a gift card.
How can I obtain the balance of my Gift card?
Contact our Customer Service Department at 1-855-942-0437.
Do you do a price adjustment if an item goes on sale after my purchase?
Yes. If a regular priced or sale item goes on sale within 30 days. Excludes Final Clearance merchandise.
What can cause my order to be delayed?
Our goal is to ship your product to you within 24 hours of purchase, and we do our absolute best to make that happen. However, there are many factors that can impact order processing times including order volume, weather, out of stock items, and address verification issues among several other factors that can cause orders to delay. Please also note that 'Fulfilled by Partner' items will take additional processing time; it generally takes 2-3 days to process through our partner's facilities. Please contact customer service at 1-855-942-0437. if you feel that your order has been delayed or if you receive an email regarding a delay.
How do I unsubscribe from your mailing list?
You may unsubscribe from my account page, using the link found at the bottom of any email, or by using our online unsubscribe from here. You may also email customer service, chat with us, or you can call us at 1-855-942-0437 for assistance.
How do I reset my account password?
You can reset your password by entering your registered email address on the password recovery page.
- Under the Login to My Account Page, click the Recover Password
- Enter the email address you used to register your account with us
- An instruction will be then sent to your email address to complete the process of password recovery
If these steps did not work, you can contact our customer service
Do you offer a warranty?
No, if you think you may have a defective item, please call or email customer service so that we can discuss any options that may be available to you.
How can I track my order?
Once the order ships, you will receive a shipping confirmation email with a tracking number that you will be able to track on FedEx.com. If you have not received a shipping confirmation email within 3-4 business days of placing your order, please call Customer Service or text us: 1-855-942-0437. If you opt in to receive text alerts, you will be notified via SMS when your order arrives. Subject to carrier availability.
Can I cancel my order after placing it?
Yes, you have 90 minutes to make changes or edit your order after making the purchase. Go to your order confirmation (sent to your email after purchase) and click the link "view or edit your order".
Orders are typically processed within 24 hours. Once an order has shipped, it cannot be modified or canceled and will be subject to our return and refund policies.
How do I cancel my order?
To request a cancellation,
- You can access/open your order confirmation sent to your email and click the link "view or edit your order".
- Once you are on the order page, you will see options on what changes you wanted to request for your order such as change shipping address, add or change items or cancel order.
- Continue the process until you had it successfully submitted
- Take note that changes can only be made within 90 minutes after you made the purchase (a timer will be displayed on the page)
If it is beyond 90 minutes after the purchase or the process is not successful for any reason, please contact Customer Service at 1-855-942-0437 or customerservice@footsmart.com.
I missed the cancellation window. What do I do?
Take note that changes can only be made within 90 minutes after you made the purchase (a timer will be displayed on the page)
If it is beyond 90 minutes after the purchase or the process is not successful for any reason, please contact Customer Service at 1-855-942-0437 or customerservice@footsmart.com.
An order can no longer be canceled upon shipment. Please refer to our return policy to initiate a return or exchange once your package arrives.
Will I get a full refund if I cancel?
Yes. If your order is successfully cancelled, a full refund will be issued to your original payment method within 3 – 10 business days.
Why was my order cancelled without my request?
Orders may be automatically cancelled if an item becomes out of stock or no longer available. You will receive a notification if this occurs
Do you offer free shipping?
Yes. We offer free shipping on orders of $75 or more within the contiguous US.
Do you offer international shipping?
No. Currently, we do not offer international shipping.
What should I do if my package is delayed or lost?
FootSmart offers optional delivery insurance via Checkout+, which includes:
- 100% coverage for lost, stolen, or damaged packages
- Easy claims filing* through Checkout+
- Basic claims resolved within 24 hours of approval
- 24/7 customer support
Note: To decline coverage, simply remove the Checkout+ item from your cart before completing your purchase. FootSmart and its affiliates are not responsible for lost, stolen, delayed, or misdirected shipments if you opt out of Checkout+ protection.