FREQUENTLY ASKED QUESTIONS

SoftMoc now proudly offers the Softmoc Rewards system for all customers. Softmoc Rewards includes friendly and helpful features that will improve many of the Frequently Asked Questions listed below. Join Free Today by simply clicking the Softmoc Rewards button located on the top of our home page.

Placing Orders

  • WHEN WILL MY CREDIT CARD BE CHARGED?

    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.

    A standard 'Pre-Authorization' is completed with each order placed. This is NOT a charge on your credit card. It's simply a verification of the available funds on your credit card. The 'Pre-Authorization' will be automatically dropped by your banking institution once the purchase is complete.

  • WILL I RECEIVE CONFIRMATION OF MY ORDER?

    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.

    For Pick Up In Store Orders: - You will receive an email once your order has arrived at the store instead of when your order has shipped.

  • I HAVE AN ISSUE WITH MY ORDER, HOW DO I PROCEED?

    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 services we offer.

  • I DO NOT WISH TO ORDER ONLINE, ARE THERE ANY OTHER OPTIONS IN WHICH TO PLACE AN ORDER?

    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.

  • CAN I EXPECT ANY OTHER COSTS?

    We are based in Canada. We bill Canadian destined orders in Canadian Dollars (CAD) and US destined orders in US Dollars (USD). You will not incur any other charges from SoftMoc.

    However, for US destined orders, some credit card companies may charge you an 'International Transaction Fee', as SoftMoc does ship from Canada. This is a non refundable fee through SoftMoc (for more information on this subject, contact your credit card provider).

    No customs / brokerage fees will be applied to any SoftMoc order.

  • WHAT TAXES COULD I EXPECT TO BE CHARGED?

    When placing an order online, you will be charged taxes based on the location in which your order is being sent to.

    For example - If an order is being placed in Nova Scotia while on vacation, but you are having the product shipped to your home in Ontario, then you would be charged Ontario taxes on the product.

  • Shipping & Returns

  • WHAT ARE SOFTMOC'S RETURN POLICIES?

    Online Purchases Sent to Your Home:

    Order(s) shipping to your home can be returned within 75 days from the date of purchase, via mail or to a SoftMoc Retail location for a full refund. As well within 90 days for exchange or store credit.

    If shipping the item via mail, the item must be unworn, in the original shoe box (enclosed in a protective shipping box) and include a copy of your invoice.

    If returning to a SoftMoc Retail location, the item must be unworn, in the original shoebox and you must have with you the original invoice included in the shipment and the original credit card used for the purchase.

    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 product remains your responsibility until processed by SoftMoc.

    Please Note - Original and Return Shipping charges remain the customer's responsibility.

    Return Address for Canadian Customers:
    SoftMoc C/O Online Department
    1400 Hopkins Street
    Units 3 & 4
    Whitby, ON
    L1N 2C3

    Online Purchases Sent to a SoftMoc Retail Location (Pick Up in Store):

    Any order being shipped to one of our retail locations for pick up (our 'Pick Up in Store' option) can be returned to any one of our retail locations (except for our Whitby Outlet & Mississauga Outlet) within 75 days from the date of purchase, for a full refund.

    To issue a refund, the item must be unworn, in the original shoe box and you must have both the original receipt and credit card used for the purchase.

    Beyond the 75 day refund period, we will issue exchanges or in store credits up to 90 days from the date of purchase on any unworn items with proof of purchase and the original shoe box.

  • WHAT DOES FREE IN-STORE PICK UP MEAN?

    We are pleased to offer FREE shipping to a SoftMoc Location for your convenient pickup on items $0.00 and up, after discounts! For items below $0.00 we are able to offer a discounted shipping charge of only $0.00 to a SoftMoc location of your choice!

    Please Note - If you have not picked up your purchase within 60 days, your order status will be escalated to Customer Service.

  • HOW DOES SHIPPING THROUGH SOFTMOC WORK?

    All SoftMoc orders are shipped from either our Distribution Centre or Retail locations located within Canada.

    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 UPS orders require only physical street addresses for delivery. We cannot accept PO Boxes (with the exception of the Territories).

    Canada Post Expedited Parcel: - Most orders are processed for shipping within 24-48 hours and may take an estimated 4-7 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.

    Canada Post XpressPost: - 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).

    UPS Standard Shipping: - Most orders are processed for shipping within 24-48 hours and may take an estimated 1-4 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 the Territories: - When shipping to these areas, we must ship through Canada Post instead of UPS. As a result, this takes longer than our standard UPS shipping times. Any order shipping via Canada Post will take an estimated 3-4 weeks by standard surface mail or 2-3 weeks through air mail.

    Holiday Shipments: - When ordering during any holiday / holiday season, normal shipping times may not apply.

  • WHAT CAN I EXPECT FOR SHIPPING COSTS?

    Shipping charges are calculated automatically by the Shopping Cart and are relative to the specifications of each item.

    Shipping to the Territories (option located under 'Country'): - When shipping to these areas, we must ship through Canada Post instead of UPS. As a result, there will be higher shipping rates. These higher shipping rates will vary depending on the amount of items and location in which they are being sent to (our site will give you an exact cost once your billing and shipping information has been entered).

  • Customer Service

  • HOW CAN I CONTACT CUSTOMER SERVICE?

    We offer communication with customer service in the following formats:
    Online Department Toll Free # - 1-877-SOFTMOC ( 763-8662 )
    Head Office # - 905-665-8119
    Fax # - 1-905-665-8155
    Email - shoes@softmoc.com
    Live Chat - www.softmoc.com/ca/livechat.asp

    Please be assured that all customer service inquiries are responded to within 24 hours.

  • WHAT IS SOFTMOC'S CUSTOMER SERVICE HOURS OF OPERATION?

    Our online and customer service departments are open from Monday to Saturday from 8am - 10pm EST, and Sunday from 9am - 9pm EST.

    Please Note - We are open most Canadian and US Holidays. If closed during a holiday, our staff will respond back to all messages within the following 24 hours.

  • I AM LOOKING TO VISIT A RETAIL LOCATION, HOW CAN I FIND THE CLOSEST SOFTMOC LOCATION TO ME?

    SoftMoc is a Canadian retailer and we currently have over 120 retail locations across Canada. For our current list of locations, find the -Click Here for Our Locations- button or https://www.softmoc.com/ca/locations.asp.

  • Privacy & User Policies

  • WHAT WILL MY INFORMATION BE USED FOR?

    All transactions that you initiate with SoftMoc.com are confidential. Your name will not be added to any mailing list and will NEVER be transferred to a third party (unless requested through our mailing list options).

  • DO YOU OFFER PRINTED CATALOGUES THAT CAN BE MAILED?

    No. Due to the advanced and integrated Online and Retail services SoftMoc offers, it is our position that generating full catalogue printings is not necessary or environmentally sound. Our entire SoftMoc catalogue is available for viewing and purchases at https://www.softmoc.com/ca/.

  • Shoe Size & Guide

  • HOW DO I DETERMINE MY SHOE SIZE?

    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. https://www.softmoc.com/ca/shoesize.asp

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