Frequently Asked Questions

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.

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.

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.

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.

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.

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.

Sezzle is a payment solution that gives you the freedom to buy now and pay later - with no interest! When you complete a purchase with Sezzle, the merchant will process your order just like you paid in full, but you will have only paid a fraction of the cost. You must have an account with Sezzle in order to use this as a payment option at SoftMoc.

You can sign up and get your account directly through the Sezzle website.

Sezzle is a payment solution that empowers you to "Buy Now and Pay Later" with simple, interest-free installment plans.

Sezzle breaks down the total cost of your purchase into smaller payments, spread over at least six weeks. As little as 25% is due at the time of the purchase, with the remaining amount spread out over equal installments (typically three), each two weeks apart.

At SoftMoc we're pleased to offer you a variety of payment options. Please select from the following options: PayPal, Sezzle, VISA, Mastercard, American, JCB, Interac, SoftMoc Gift Cards.

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.

SoftMoc C/O Online Department
505 Finley Ave
Ajax, ON
L1S 2E2

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.

We are pleased to offer FREE shipping to a SoftMoc Location for your convenient pickup on items $9.99 and up, after discounts! For items below $9.99 or a clearance item, we are able to offer a discounted shipping charge of only $3.99 to a SoftMoc location of your choice!

Please Note - If you have not picked up your purchase within 30 days, your order status will be escalated to Customer Care.

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 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 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).

Purolator Ground: Most orders are processed for shipping within 24-48 hours and may take an estimated 1-5 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.

Purolator Express: Most orders are processed for shipping within 24 hours and delivered within a 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: These can only be shipped UPS express. 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.

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'): - These can only be shipped UPS express. 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).

Yes, if the package has not yet been delivered please reach out to Envoi directly dispatch@envoinow.com

Kindly reach out to our Customer Care Team with the details of your order and they will begin an internal investigation with the courier service directly. If deemed lost, we can replace or issue you a refund for your item.

Envoi orders take 24 hours for processing and a guaranteed 48 to 72 hours for delivery.

Envoi drivers will make deliveries up until 9pm Monday - Friday.

Please log into your SoftMoc Rewards Account and visit the Returns & Exchanges section. You can also reach out to one of our Customer Care Team members via our Live Chat feature or email at shoes@softmoc.com.