| Frequently Asked Questions
SoftMoc now proudly offers the My Account system for all customers. My Account includes friendly and helpful features that will improve many of the Frequently Asked Questions listed below. Join Free Today by simply clicking the My Account button located on the top of our home page.
- Order(s) placed with SoftMoc can be returned within 75 days from the date of purchase via mail for a full refund.
- When returning an item it must be unworn, in the original shoe box (enclosed in a protective shipping box) and include a copy of your invoice.
- Also be sure to provide the last name used for your order and your invoice number, on the outside of the protective shipping box (for multiple items returning, each invoice number must be included).
- Not having any one of the above requirements will hinder our ability to process your refund.
- We suggest that you package your return shipment protectively and send by registered mail or courier as the product(s) remain your responsibility until processed by SoftMoc.
- Please Note – Original and Return Shipping charges remain the customer’s responsibility.
Return Address for US Customers:
C/O Online Department
60 Industrial Parkway
- All SoftMoc orders are shipped from either our Distribution Centre or one of our Retail Store Locations.
- When ordering multiple items, we try and ship all items from the same location. However, it is possible that we may need to ship your items separately and therefore they can be received in separate packages on separate days (this is why you are issued a ticket number for each item ordered).
- All orders are shipped using UPS and therefore we require only physical street addresses for delivery.
- UPS Standard Shipping: - Most orders are processed for shipping within 24-48 hours and may take an estimated 3-5 business days for delivery. Please Note – Certain more rural areas may take longer to arrive, normally with an estimation of 5-8 business days for delivery.
- UPS Express Shipping: - Most orders are processed for shipping within 24 hours and delivered within a guaranteed 1-2 business days. Please Note – Certain more rural areas are not able to ship within the normal express shipping period and this guarantee of delivery time will not be applicable (for more information please feel free to contact our online department directly).
- Shipping to Puerto Rico, Hawaii, & Alaska: - When shipping to these areas, we must ship through Surface Mail.
- Holiday Shipments: - When ordering during any holiday / holiday season, normal shipping times may not apply.
- Shipping charges are calculated automatically by the Shopping Cart and are relative to the specifications of each item.
- Your credit card will not be charged for the purchase until it has been processed for shipping (usually within 24 to 48 hours). In the case of a sold out or cancelled order, your credit card will not have been charged.
- We offer communication with customer service in the following formats:
Online Department Toll Free # - 1-877-SOFTMOC (763-8662)
Head Office Toll Free # - 1-800-833-4439
Fax # - 1-905-665-8155
Email – firstname.lastname@example.org
Live Chat - www.softmoc.com/livechat
- Please be assured that all customer service inquiries are responded to within 24 hours.
- Our online and customer service departments are open from Monday thru Friday from 9am – 8pm EST, Saturday’s from 10am – 6pm EST and on Sunday’s from 11am-4pm EST.
- Please Note – We are open most US Holidays. If closed during a holiday, our staff will respond back to all messages within the following 24 hours.
- Once an order has been placed you will receive confirmations via email, which are as follows:
- You should first receive an email confirming your order has been placed and quoting you your order information and ticket number. Please Note – When purchasing more than one item, you will receive an email for each item individually and an individual ticket number for each item. This is done because not all items can always be shipped together and allows us then to track each item individually.
- Then you will receive a new email when your order has shipped. This email will provide you with a link to “My Online Purchases” so that you may track the order if you wish.
- Yes. You can choose to contact us through our online services and place an order through the phone with one of our online representatives.
- If we are unable to take your call / request at that present time, we will contact you back within 24 hours to assist you with your order request.
- If you experience any issues placing an order, incorrect information or size entered when placing your order or wish to cancel your order (Please Note – Orders cannot be cancelled once they have been shipped), please feel free to contact our customer service department through any of the three communication options we offer.
- If you are unsure of your shoe size, you can determine your size by measurements. As the foot is three-dimensional, any two dimensional measuring tool (such as a ruler) can only approximate your true shoe size. Please keep in mind that measurements and sizing charts are only guide lines, sizing and fit may vary according to the brand, style and customer. To view SoftMoc’s size guides, click on the link provided.