Shipping & Returns Policy

Thanks for shopping with Sole City Shoes. We've laid out everything below so you know exactly what to expect before you order. If anything is unclear, please reach out before checkout — email sales@solecityshoes.com or call us toll-free at 1-833-765-3588. We're happy to help.

Quick Reference

	Regular-priced items totaling $99+	Sale items, or regular-priced items under $99
Shipping	Free to most areas	$20 minimum rate, shown at checkout
Size exchange same style & colour	Free	$25 exchange shipping fee
Return for store credit	Free return shipping, full value	Free return shipping, full value
Return for refund	$25 restocking fee	$25 restocking fee
Return window from delivery date	Store credit: 30 days Exchange or refund: 10 days	Store credit: 30 days Exchange or refund: 10 days

About the $25 fees. The exchange shipping fee applies when you exchange a sale item, or an item from an order whose regular-priced items total under $99. The restocking fee applies whenever you choose a refund to your original payment method instead of store credit. Each is charged once per order, not per item. They're separate charges, so if you exchange an item and then return the replacement for a refund, you'll pay both ($25 + $25). Store credit is always free and avoids the restocking fee entirely.

The table and sections below apply to Canadian orders. U.S. orders are final sale with duties collected on delivery — see "U.S. Orders" near the end of this page.

Shipping

Cost. Shipping is calculated at checkout based on your delivery address.

When the regular-priced items in your order total $99 or more, the whole order ships free to most areas — including any sale items in the same order.
Sale items don't count toward the $99. For example, a $70 regular-priced pair plus a $60 regular-priced pair ships free; a $70 regular-priced pair plus a $60 sale pair does not.
All other orders are charged our minimum shipping rate, currently $20, shown at checkout.
Remote areas. A few areas of Canada cost more to reach. If your address is one of them, we'll contact you before shipping with the extra amount — usually $5–10 — and you can approve it or cancel your order at no charge. This can apply to any order, including those that qualify for free shipping.

What counts as a sale item? Any item with a marked-down price, and any item purchased with a promo code or during a sitewide sale event. Sale items do three things differently: they pay the minimum shipping rate, they don't count toward the $99 free-shipping threshold, and they follow the sale-item exchange rules below.

Carriers and tracking. Every order ships with a tracking number through a major carrier — FedEx, UPS, DHL, Purolator, or Canada Post.

Processing and delivery time. We pack and ship orders within 24–48 hours, Monday to Friday. Once shipped, most major markets receive their order within 1–3 business days. Some locations can take up to 10 business days, so please allow for that if you're ordering for a specific date.

Exchanges (Canada)

Need a different size? We're happy to exchange it for the same style and colour within 10 days of delivery, subject to availability.

Free when the item is regular-priced and your order's regular-priced items total $99 or more.
$25 exchange shipping fee when the item is sale-priced, or your order's regular-priced items total under $99. This is charged once per order, not per pair, and is paid before the replacement ships.
If your size isn't available, your exchange becomes a return, and the return options below apply.
If you exchange and then return the replacement for a refund, the $25 restocking fee below applies as well ($25 + $25 in total). Returning the replacement for store credit is free.
Want a different style or colour? That's handled as a return of the original pair plus a new order, so the return options below apply to the pair you're sending back.

Returns (Canada)

To qualify, please:

Start your return at the link below within 30 days of delivery for store credit, or within 10 days of delivery for an exchange or a refund to your original payment method. As long as it's started within the window, it's authorized — just ship it promptly.
Return the shoes unworn, in the original shoe box, packed inside the original shipping box (or a box of similar size — please don't ship with the shoe box as the outer package).

What "unworn" means. Try shoes on indoors on a clean surface, as you would in our store. To be accepted, returns must have no marks or scuffs on the soles or uppers, no creases at the flex points, tags still attached, and all original packaging. Anything that would make the footwear look worn to the next customer means we can't take it back.

Choose how you'd like to be refunded:

Store credit — 30 days, full value, free return shipping. You receive the full amount you paid as Sole City Shoes credit, and we cover the return shipping. Store credit never expires and can be used in-store or online.
Refund to your original payment method — 10 days, $25 restocking fee. A $25 restocking fee is deducted from your refund. It's charged once per order, not per item, and applies to sale and regular-priced items alike.

Timing. Refunds and credits are typically issued within 48 hours of the carrier scanning in your return package.

Returns we can't accept. If a return arrives worn, or arrives outside the return window without a return authorization, no refund or credit is issued. We'll contact you, and you can choose to have the item shipped back to you at your expense or have us donate it.

Final-sale items. For health and hygiene reasons, socks, hosiery, underwear, and consumable products (such as care products) cannot be returned or exchanged unless they arrive damaged or defective.

How to start a return or exchange

Start a Return or Exchange

Your return label will be generated for you.

If your label shows no carrier logo, it's a Canpar label. Visit Canpar.com for drop-off locations, or call 1-800-387-9335 to arrange a pickup.

Defective or Damaged Products

If you find a product to be defective after it is worn, email our Returns team at returns@solecityshoes.com with your order number and a description of the issue. Photos or a short video help us move quickly.

Here's how the process works:

We review your claim and may follow up with questions.
If the claim looks reasonable, we submit it to the manufacturer for a return authorization. Most brands require this before we can accept the product back.
Once the manufacturer responds, we'll let you know the outcome and next steps.

Please note that the final decision rests with the manufacturer. Sole City Shoes reserves the right to determine whether a claim is reasonable to submit, to consider previous purchase and return history, and is not required to provide the manufacturer's reasons if a claim is declined.

Warranty and defect claims are not currently available for U.S. residents.

U.S. Orders

We can ship directly to U.S. customers, but because of recent changes to U.S. import rules for footwear, U.S. orders work differently from the Canadian policies above:

Duties and taxes are not included at checkout. Orders ship Delivered Duty Unpaid (DDU). Import duties, tariffs, and taxes are set by U.S. Customs — the amount depends on the footwear type, materials, and classification — and are billed to you directly by the carrier at delivery.
All U.S. orders are final sale. Returns and exchanges are not available.
Warranty and defect claims are not currently available for U.S. residents.

We appreciate your understanding, and we'll update this page if these requirements change.

Cancellations

You can cancel your order at no charge any time before it ships — email returns@solecityshoes.com or call us toll-free at 1-833-765-3588 (Monday–Friday, 9am–5pm Mountain time).

Occasionally an item sells out before your order is processed. If we're unable to restock it, we'll let you know and cancel that item at no charge.

Pricing and Taxes

We carry dozens of leading and boutique footwear brands, and in many cases our prices are set by the brand. Prices may change without notice, and occasionally a price may be posted incorrectly. To honour our agreements with our brands, we reserve the right to cancel an order placed at an incorrect price; if that happens, we'll contact you and issue a full refund.

All applicable sales taxes are collected at checkout as required by federal, provincial, or state law, based on the purchase location. By placing an order, customers agree to pay all taxes applicable arising from the purchase.