FREQUENTLY ASKED QUESTIONS

SoftMoc employs the fastest delivery possible! 

Our delivery services may deliver same day/next day and within 24 hr in major cities across Canada, depending on the processing time from our warehouse and your delivery location.  Next Day Shipping is only available for residential addresses and may be returned if a business address is inputted.  

*If for any reason, after placing your order, we are unable to ship with a  24- hr Next Day Shipping courier, you will be notified via email and your order details updated to a standard courier.

Most order ship for in store pickup for FREE at SoftMoc. There are some exceptions like items under $34.99 (after discounts) or any items marked Clearance, we offer a discounted shipping rate of just $5.00 to ship to the SoftMoc location of your choice. 

Most orders will be processed for shipping within an estimated 24 - 48 SoftMoc business hours. Once an order has been processed for shipping, you will receive a notification email. You can then click the Order Tracking link to obtain tracking details. No shipping information will be displayed until the order has been picked up by the allotted courier. 

Please note, during high peak and high volume seasons, this time frame may be longer. We are just as excited as you for you to receive your order, and can assure you our Teams are working as diligently as possible!

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

When ordering multiple items, we strive to ship everything from the same location. However, in some cases, items may need to be shipped separately and arrive in different packages on different days. This is why you’ll receive a unique tracking number for each item ordered. 

SoftMoc will find the fastest shipping method available to your chosen address during checkout. 

Shipping charges are calculated automatically by the Shopping Cart and are relative to the specifications of each item. Any incurred shipping charges will be shown both on the Shipping Information page and the Final Checkout page. Please carefully review these details prior to committing to your order. 

Shipping to the Territories (option located under 'Country'): - These can only be shipped UPS Express Saver. 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).

*Please note, all shipping charges are nonrefundable.

Please allow 24 to 72 hours (excluding weekends and holidays) to see updated scans on your package. Should you still be seeing no updates after this period of time, kindly reach out to our Customer Care Team via phone, chat or email to investigate on your behalf with the courier. 

Please refer to the Shipping Confirmation email that is sent to you via email once your order has processed for shipping. There, you will find the link to our website where you can view your tracking details. 

Alternatively, you may log into your SoftMoc Rewards Account, select the order and view the details from there.

*Once the order has been picked up by the courier and scanned into their systems, tracking will be available to view. Please allow 24 - 48 hours for your order to be processed, prior to receiving your shipping notification email.

If you've recently placed an order with us and it has not yet shipped, it may still be possible for us to change your shipping address. You must contact a live agent or call us at 1-877-763-8662. 

*Please note that we are unable to guarantee this change. It is important to review your shipping details, prior to placing your order. Due to provincial taxes, we are unable to change the province of a shipping address.

Alternatively, we suggest canceling your current order and placing a new one with the correct shipping address.

Cancel My Order

*Orders can be cancelled by logging into your online Rewards Account within one hour of submitting your order. 

*Alternatively, you can reach out to our Customer Care Team. They will be happy to check your order status and cancel the order, if it has not yet been processed in our systems for shipment. 

All in-store and online purchases are eligible for return or exchange within 60 days of the purchase date. 

• All items must be unworn, in the original shoe box/packaging and accompanied by the receipt or invoice to be eligible for return. If the item is in unsellable condition, we are unable to process a return or exchange.

• Online refunds will be automatically processed back to the original method of payment.

• In-store refunds must be accompanied by the original payment method and original receipt, to receive a full refund or exchange.
• Any items purchased at our Warehouse Outlet locations (Whitby and Orfus Road) are eligible for a return or exchange for up to 15 days from the purchase date. 

Should your order not qualify for a free return label, the item can be returned with the courier of your choice, to our Online Returns Team located at the address below. Please note that any order that incurs a shipping fee, will not be eligible for a prepaid return label.

*Some exclusions apply

To initiate a return, please visit our Order Tracking page located within your SoftMoc Rewards Account. Click on the Return Order tab and follow the steps. 

If you do not have a SoftMoc Rewards account, please visit https://www.softmoc.com/ca/orderreturnexchange.aspx enter your order number and last name and select “continue”.  

If you received Free Shipping for the online item you are returning, you qualify for a prepaid return shipping label! The prepaid label will be sent via email once the Return Merchandise Authorization (RMA) has been initiated. You may then print the label, affix it to your returning package and drop off with the specified courier found on your shipping label.

If you paid shipping for the online item you are returning, we apologize that a prepaid return label will not be issued as the order does not qualify. Please request your Return Merchandise Authorization (RMA) via the Returns & Exchanges tab. The item can then be returned with the courier of your choice, to the return address provided within your RMA email. 

***All online order purchases returning via mail must have an RMA number initiated for the return to be accepted. 

Please note - if you reside in a rural area and are emailed a prepaid return label with a courier that is not local, please reach out to our Customer Care Team, for assistance.

For an online Size Exchange, please follow the below steps:

Sign into your SoftMoc Rewards Account and visit the Order Tracking section

Locate the order you wish to exchange and select Size Exchange. You will then be able to choose a new size for your item. 

Proceed to select Continue Exchange via Courier. 

If your original order shipped with free shipping, you will receive prepaid return label via email. This label can be printed and affixed to your returning package and dropped off to the courier that shipped the original order (with the exception of Next Day Shipping Couriers). 

If a shipping fee was incurred on your original order, you will need to acquire a shipping label from a courier of your choice. Alternatively, you may return the item to your local SoftMoc store, to avoid return shipping fees. 

Once your exchange item has been received by our Online Returns Dept., a new order will be generated with the new size requested. You will receive notification of this via email and a secondary email once the new order has processed for shipping.

Return Eligibility - The item must be unworn, in the original shoebox (if returning via mail - it must also be enclosed in a protective shipping box) and include a copy of your original invoice.

Please note, we are unable to offer exchanges at store level for online purchases. Your order will be refunded and you may then purchase the new item/size of your choice.  

Once your return has arrived at our Online Returns Warehouse, please allow 3 to 10 business days (excluding weekends and holidays) for our team to process it. You’ll receive a confirmation email as soon as your refund has been issued. 

Online refunds will be applied to the payment method on which you made the online purchase. Refunds are processed to include the amount you paid for the item(s) along with any sales tax that was charged at the time of purchase. Please allow an estimated 3-10 business days for these changes to appear on your online statement.

* If a SoftMoc Reward credit was used on the initial order, the credit will not return to your account until the original order has been refunded. Should you wish to re-use this credit, please wait until your original item is returned to place your new order.

Manual Refunds are submitted weekly by our Customer Care Team, and can take an estimated 8 - 30 banking business days to process. Based on the individual credit card or financial institution used, a manual refund may take up to 1 full billing cycle to appear on your statement. 

Our Customer Care Team is unable to track these manual refunds, so please monitor your personal financial account for the refund to appear.  

Save up to 80% at the SoftMoc Warehouse Sale! 

Clearance Items - Terms and Conditions:

Clearance items are inspected to ensure they are in great condition, however, may ship without their original box or packaging. Inventory is limited while quantities last! All Clearance items purchased on softmoc.com can be returned online or to a SoftMoc Retail location within 60 days of purchase. 

Please note:

* Free size exchange is not available for Clearance items. 

* Shipping and Online return fees may apply to Clearance items. 

* Discount coupons are not valid on Clearance items.

* Clearance items purchased online at SoftMoc.com allow 60 days for refunds.

*Clearance items purchased at either our Whitby Outlet or our Orfus Road Outlet offer 15 days for return or exchange following our Refund Policy and must be returned back to either of these locations.

What is a Manufacturing Defect?

A manufacturing defect refers to issues with the workmanship or materials used, and does not cover normal wear and tear, unintentional or accidental damage, or the natural aging or breakdown of colours/dyes and materials.

To make a claim that your shoes have a manufacturing defect, please bring your footwear/product and original receipt, to any SoftMoc Retail location (with the exception of our Whitby, and North York Outlet locations) for inspection; within 6 months of purchase. For the best experience, we recommend calling ahead to confirm that a trained Team member will be available to assist you.

 
*To make a claim, customers must have the receipt/invoice for the purchase. 

*SoftMoc Retail Team Managers are specially trained to identify defects in all the brands we carry. Please be aware that your claim may be either approved or denied. If approved, we will offer either a replacement item or a SoftMoc Gift Card as an exchange for the defective product.

*All claims must be made within 6 months of the purchase and a copy of the purchase receipt is required.

How to Use Google Pay at SoftMoc.com/ca

1. Shop as Usual 
   Add items to your SoftMoc Shopping Bag. If you are using your SoftMoc Rewards Account, please log into your account before you start to shop.
   
   

2. Go to Checkout
   When you're ready to pay, proceed to the Checkout page
   
   

3. Select Google Pay 
   Look for the Google Pay option (often shown as “G Pay” or the Google Pay logo) and select it as your payment method.
   
   

4. Choose Payment & Shipping Info
   Google Pay will display your saved cards and addresses.
   You can select or update your preferred payment method and shipping address if needed.
   
   

5. Confirm Your Purchase
   On mobile: You may be asked to authenticate using your fingerprint, face recognition, or device PIN.
   On desktop: You may need to sign in to your Google account to confirm.
   
   

6. Done!
   After authentication, your payment will be processed, and you’ll see our Order Confirmation screen. You will receive an email that will include your order details. 
   
   

7. Need To Cancel?
   Please reach out to our Customer Care Team via Chat or Email prior to your order processing for shipment. If your order is still in queue, it can be cancelled and a refund will be issued back to your account.

How to Use Apple Pay at SoftMoc.com/ca

1. Shop as Usual
    Add items to your SoftMoc Shopping Bag. If you are using your SoftMoc Rewards Account, please log into your account before you start to shop.
   
   

2. Proceed to Checkout
    When you're ready to complete your purchase, proceed to the Checkout page.
   
   

3. Select Apple Pay
    Look for the Apple Pay button as a payment option. Tap or click it.
   
   

4. Choose Your Payment Details
   Apple Pay will automatically use your default card and shipping information.
   You can tap to choose a different card, shipping address, or contact info if needed.
   
   

5. Authenticate the Payment
   On iPhone or iPad: Use Face ID, Touch ID, or your device passcode.
   On a Mac: Use Touch ID on the keyboard (if available) or confirm the payment on your iPhone or Apple Watch.
   
   

6. You're Done!
    After authentication, your payment will be processed, and you’ll see our Order Confirmation screen. You will receive an email that will include your order details. 

7. Need To Cancel?
   Please reach out to our Customer Care Team via Chat or Email prior to your order processing for shipment. If your order is still in queue, it can be cancelled and a refund will be issued back to your account.

SoftMoc Inc. ("SoftMoc," "we," "us," or "our") is committed to protecting your privacy. This Privacy Policy explains how we collect, use, disclose, and safeguard your personal information when you visit our website, www.softmoc.com, or use our services. By accessing our website or services, you agree to the terms of this Privacy Policy.
 

1. Information We Collect

We collect information you provide directly to us and information collected automatically when you use our website or services.
 

1.1 Personal Information

We may collect the following personal information when you interact with us:

• Contact Information: Name, email address, phone number, and mailing address.
• Account Information: Username, password, and other details provided when you create an account.
• Payment Information: We do not collect or store Credit card details or other payment information for purchases.
• Order Information: Details about the products you purchase, shipping details, and order history.
• Communication Information: Information you provide when contacting customer service or subscribing to newsletters.
   

1.2 Automatically Collected Information

We collect certain information automatically when you visit our website, including:

• Device Information: IP address, browser type, operating system, and device identifiers.
• Usage Information: Pages visited, time spent on the site, and clickstream data.
• Cookies and Tracking Technologies: We use cookies, web beacons, and similar technologies to enhance your experience and analyze website usage. You can manage cookie preferences through your browser settings.
   

2. How We Use Your Information

We use your information to:

• Process and fulfill your orders, including shipping and returns.
• Provide customer support and respond to your inquiries.
• Send promotional emails or newsletters (with your consent).
• Improve our website, products, and services.
• Analyze website usage and trends to enhance user experience.
• Prevent fraud and ensure the security of our website.
• Comply with legal obligations.
   

3. How We Share Your Information

We do not sell your personal information. We may share your information with:

• Service Providers: Third parties that assist with payment processing, shipping, website hosting, or marketing (e.g., email service providers).
• Legal Authorities: When required by law, such as in response to a subpoena or court order.
• Business Transfers: In the event of a merger, acquisition, or sale of assets, your information may be transferred to the acquiring entity.
   

4. Your Choices

You have the following rights regarding your personal information:

• Access and Update: You can access and update your account information by logging into your account.
• Opt-Out of Marketing: You can unsubscribe from marketing emails by clicking the "unsubscribe" link in our emails.
• Cookies: You can disable cookies through your browser settings, though this may affect website functionality.
• Do Not Track: Our website does not currently respond to "Do Not Track" signals.
   

5. Data Security

We implement reasonable security measures, such as encryption and secure payment processing, to protect your information. However, no system is completely secure, and we cannot guarantee absolute security.
 

6. Data Retention

We retain your personal information only for as long as necessary to fulfill the purposes outlined in this Privacy Policy or as required by law.
 

7. International Data Transfers

Your information may be transferred to and processed in countries other than your own, including Canada and the United States, where our servers or service providers are located. These countries may have different data protection laws.
 

8. Children's Privacy

Our website and services are not intended for individuals under 13 years of age. We do not knowingly collect personal information from children under 13. If we learn we have collected such information, we will delete it.
 

9. Changes to This Privacy Policy

We may update this Privacy Policy from time to time. The updated policy will be posted on our website with a revised "Effective Date." Your continued use of our website or services after such changes constitutes your acceptance of the updated policy.
 

10. Contact Us

If you have questions or concerns about this Privacy Policy, please contact us at:

SoftMoc Inc.
Email: privacy@softmoc.com
Address: 1400 Hopkins St, Whitby, ON L1N 2C3, Canada
 Phone: 1-800-555-1234

Trust
 

At SoftMoc Shoes, we genuinely value and appreciate the trust and loyalty that you, our customers, have placed in us. We understand that earning your trust is a continuous journey, and we are committed to providing you with transparent, real-time data that reflects our performance and efforts in this regard. Every day, we gather feedback from real customers like you to ensure that we are meeting your expectations and improving our services. Your support means the world to us, and we want to express our gratitude for being part of the SoftMoc Shoes community. Thank you very much for your continued patronage!
 

https://www.softmoc.com/ca/trust

At SoftMoc, we are genuinely committed to ensuring that our customers have access to every possible convenient method for placing their orders. To enhance your shopping experience, we are excited to announce the introduction of our new pre-order feature available at softmoc.com. 

This innovative option allows you to select specific items and place your order in advance, ensuring that they will be shipped out on a predetermined date that will be clearly communicated during the checkout process. This feature is particularly advantageous as it enables you to get ahead of the line and stay ahead of trends, allowing you to secure your favorite shoes before they become sold out or unavailable. 

It’s a fantastic way for fashion enthusiasts and practical shoppers alike to ensure they don’t miss out on popular items. Furthermore, it's important to note that when you choose the pre-order option at softmoc.com, you won’t incur any charges until your order is actually shipped. This means you can shop with confidence and peace of mind knowing there are no immediate financial commitments involved in securing your desired products.

Feel assured and safe while shopping at softmoc.com; we prioritize customer satisfaction and strive to provide an enjoyable online shopping experience for everyone who visits our site.

We apologize for the delay with your order. While we are working hard to process and ship it as quickly as possible, we do not have a specific shipping date at the moment. Rest assured, our Team is doing everything they can to get your order to you as soon as possible. We will notify you with an update once your order has shipped. Thank you for your patience and understanding. 

 

Save up to 80% at the SoftMoc Warehouse Sale! Clearance Items - Terms and Conditions:

Clearance items are inspected to ensure they are in great condition, however, may ship without their original box or packaging. Inventory is limited while quantities last. All Clearance items purchased on softmoc.com can be returned online or to a SoftMoc Retail location. 

Please note:

* Free size exchange is not available for Clearance items. 

* Shipping fees and online return fees may apply for Clearance items. 

* Discount coupons are not valid for Clearance items.

* Clearance items purchased online at SoftMoc.com allow 60 days for refunds.

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. Please wait until you have received the email confirming your order is ready for pick up, before heading to the store!

Please ensure that there are no spaces before or after the code, that all digits of the code have been entered and that your code is currently a valid code. Discount codes do expire and please accept our apologies if your code is no longer valid. Becoming a member of SoftMoc Rewards is the best way to receive discount codes.

Join today:
https://www.softmoc.com/ca/softmocrewards.aspx?fs=register#join

Should you still require further assistance, please feel free to reach out to our Customer Care Team by Live Chat, Phone or Email.

You may cancel your order by logging into your SoftMoc Rewards Account within 1 hour of placing the order. If you need an order cancelled after 1 hour, please contact Customer Care. Type "agent" to be connected. If your order has not yet processed for shipping, an agent can proceed with cancelling the order. If the order has processed for shipping, you're welcome to return the item to your local store, once received.

Your Invoice will be provided within your shipment for easy Returns. Please bring the invoice with you if returning to your local store, or if returning online, please include within your returning shipment. This Invoice is your official receipt.

Should you not be able to locate your Invoice, you may also find the Invoice within the Shipping Confirmation email received when your order has been processed. 

You can also obtain your Invoice by logging into your SoftMoc Rewards Account. If you don't have a Rewards Account and you need an Invoice, we encourage you to join: SoftMoc Rewards Register. It's free and all your historical purchases will be displayed for the affiliated email address you ordered with! Plus, you get rewards points for all product purchases! Now's the time to get your SoftMoc Rewards Account!

You may look up the status of your order here: Check Order Status

If you are a SoftMoc Rewards Member you may also log on to your account and click Recent Order.

If you still need assistance please chat us, email us at shoes@softmoc.com or call us at 1-877-763-8662.

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.

When applying a valid SoftMoc discount code to an online order, please be aware that there can be item or brand exclusions. If your code is accepted but the price does not update in the subtotal, this would indicate that the item/s in your cart are excluded from use with your discount code.  

Thank you very much for your inquiry regarding SoftMoc's Corporate Sales program. We appreciate your interest and understand that many customers are looking for ways to benefit from our offerings. However, we want to inform you that this particular program was officially retired in November of 2024, meaning it is no longer available or operational. 

As a result, we regret to inform you that we are unable to provide any discount codes associated with the now-defunct corporate sales program. In light of this change, we strongly encourage you to take advantage of our SoftMoc Rewards account system. By setting up an account, which is quick and easy, you can enjoy various benefits tailored just for our valued customers. 

To join the SoftMoc Rewards program, simply click on the provided link or scan the QR code here; this will guide you through the registration process seamlessly. Once you're a member, you'll receive exclusive invitations and coupon codes directly related to your interests and purchases.

Additionally, if you're part of an organization—be it a company or another type of group—we highly recommend reaching out so that your organizational manager can apply for partnership with SoftMoc Rewards. 

This partnership could open up new opportunities for discounts and rewards specifically designed for members of your organization. For any further information or assistance regarding SoftMoc Rewards or any other inquiries you may have, please do not hesitate to contact us directly at SoftMoc Rewards. We are here to help and ensure that you have access to all available benefits! 

https://www.softmoc.com/ca/corporaterewards.aspx

Please note that only one discount code can be applied per order. You are however, able to use both a discount code and an earned SoftMoc Rewards Credit on one item within your order/purchase. 

At SoftMoc, we always strive to offer the best deals, so be sure to take advantage of the most valuable discount available!  

When applying a valid SoftMoc discount code to an online order, please be aware that there are  item or brand exclusions. If your code is accepted but the price does not update in the subtotal, this would indicate that the item(s) in your cart are excluded from use with your discount code. Generally, it will state Excluded Item within the Shopping Bag after the code has been applied.

If the discount code is not being applied please check there are no spaces before or after the code.

If the discount code still does not work it also possible it has expired. We always have great deals so we suggest joining our SoftMoc mailing list to stay informed! 

To use a valid SoftMoc discount code online, click on Add Coupon/Discount in your Shopping Bag located just below the item image. Enter your code and select Apply. You should then see the savings applied!

 

You can also apply your discount code/coupon, at the top, right hand-side of the Billing Information page, under Order Summary.

**Please note there may be certain item or brand exclusions for certain discount/coupon codes.

*Discount codes must be applied prior to placing your order, and cannot be applied retroactively.

If you’d like to have your item shipped to your local store, simply place an online order and select the In-Store Pick Up option at checkout. Should the item be available at your pick up location, your order should typically be ready for pick-up within 1-4 business hours, depending on the store location's hours of operation.

Not all items will be available at your selected pickup location. While we make every effort to process orders at the chosen store, we do have to fulfill select orders from other locations. When shipping from alternate locations, orders are typically available for pick up within 1-4 business days (after a 48 hour processing period). 

You will receive an email from the store team, once your item is available for pickup. 

Please wait for the pick up email confirmation from SoftMoc before going to the store. You’ll receive a notification when your order is ready for pick-up. Our store level staff require time to receive and unpack your order!

*Please note, if you have ordered multiple items, please wait until you receive all item pick up notifications as they may be shipping from different locations. Multiple items may not always be ready to pick up at once so please pay close attention to your email notifications. 

**Please have your Order Number and a form of ID on hand, ready for our Team. Once processed as picked up in our system, a receipt signature will be required. 

Should an order not be picked up within 7 days, a refund will be issued to the original method of payment and an email confirmation will be sent.

 If the order was paid for at store level (Direct Ship Order), please reach out to our Customer Care Team at shoes@softmoc.com for assistance. 

For items under $34.99 (after discounts) or any items marked Clearance, we offer a discounted shipping rate of just $5.00 to ship to the SoftMoc location of your choice. Items that are currently in stock and available for processing at your local store, are free to pick up. 97% of these orders qualify for free shipping!

We are excited for you to get your new shoes, we encourage you to pickup your order within 7 days of being delivered at the store.

Sign up for SoftMoc Rewards by clicking the link below!

https://www.softmoc.com/ca/softmocrewards.aspx?fs=register#join

Any Rewards Accounts created by an in store Team member, will automatically create an online account. An email confirmation for you to verify your account will be sent once created at store level. Please use the Forgot Password option, if you are having trouble signing in. 

For all other SoftMoc Rewards Account inquiries, please reach out to our Customer Care Team by emailing us at shoes@softmoc.com

With every purchase made through your SoftMoc Rewards Account, you earn 1 point for every dollar spent (before taxes). These points can be redeemed for credits to use towards a future purchases.

To use your credit, the item you're purchasing must be valued at over $30 (or over $40 when redeeming a $40 credit) and you must be logged into your account at the time of purchase.

*Please note, SoftMoc is unable to retroactively apply these credits.

*Should you need to refund an item that used a Rewards Credit towards the payment, the credit will be returned to your account, once that item has been refunded.

Log into your Rewards account and place an eligible item in your Shopping Bag. The system should then automatically apply the highest credit you have earned to the item selected. 

This option will appear both on the Dashboard within your account and within the Shopping Bag once an item has been added!

SoftMoc Rewards points never expire! Ever!  Should you decide not to use your points during checkout, simply remove the Rewards credit on the Checkout page. 

Not to worry, your points will be waiting for you to use next time! 

Absolutely! When a Rewards credit is used on a purchase that is returned, that credit will be returned to your Rewards Account! 

Additionally, any points accrued from a purchase are removed from your Reward points upon a return. 

Absolutely! You are welcome to use your SoftMoc Rewards points at any time as they do not expire. 

Should you wish to save your credit for a future purchase, simply remove the credit while on the Final Checkout page of placing your order. 

As long as your email address linked to your Rewards Account was used at the time of purchase, you should see the order within your account under Recent Orders. There is than an option on the right hand side, within your order details showing Add to FB Account. Click this option and the points will automatically be added to your account! 

Log onto your SoftMoc Rewards Account.

If you checked out as GUEST in the past, we have good news! once you create your SoftMoc Rewards account we will add all your historical purchases made under GUEST belonging to the same email address. You will receive points for all!

*Please Note, SoftMoc Rewards points will only be applied to your account, once your order has been processed for shipment. 

SoftMoc Rewards points never expire! Ever!  Should you decide not to use your points during checkout, simply remove the rewards credit on the Checkout page. Not to worry, your points will be waiting for you to use next time! 

Kindly reach out to our Customer Care Team via phone, chat or email with your purchase ticket number and Rewards Account information and we would be happy to assist! 

To update the email address affiliated with your Rewards Account, please reach out to our Customer Care Team. Please include the new and old email information and we would be happy to review your request.

For all other account changes like first name, last name or address details,  please log into your Rewards Account and choose the My Profile section. There you will be able to update your details. 

Yes, as long the item price after applying the discount is still over $30 (and over $40 for $40 credit use)!

Dear Valued Customer,

We're excited to announce that you can now log in to your Softmoc.com Rewards Account using your Google account! This new feature makes accessing your account faster and more convenient than ever.

Simply visit Softmoc.com, click "Log In," and select the "Sign in with Google" option. Follow the prompts to connect your Google account, and you're all set! Enjoy seamless shopping and easy access to your account details. 

If you have any questions or need assistance, our customer care team is here to help. Happy shopping!

Best regards,

The Softmoc Team

Our online Customer Care Team can be reached:

Toll Free Number Hours

Monday to Friday - 9am - 7pm EST

Saturday - 9am - 6pm EST

Sunday - Closed

Live Chat Hours

Monday to Saturday - 9am - 9pm EST

Sunday - 12pm to 6pm EST

Please Note: We're open for most Canadian holidays! If we're closed, our team will get back to you within 24 to 48 hours. 

You can find your nearest SoftMoc store by visiting our Locations Page. 

Yes!

For purchases made at a SoftMoc store please return to the store with the product and receipt and our associates assist you.

For purchases made on our website SoftMoc.com we offer price adjustments within 7 days of your purchase on regular price merchandise only without the use of any coupon/discount. Please contact our customer care team at shoes@softmoc.com or via phone at 1-877-763-8662. 

If you're unsure of your shoe size, you can determine it by taking measurements!

 Since the foot is three-dimensional, a two-dimensional tool like a ruler can only provide an estimate of your true shoe size. Please note that measurements and sizing charts serve as guidelines, and fit may vary depending on the brand, style, and individual preferences. 

To view SoftMoc's size guides, click here.

Sales and promotions can end at any time at Softmoc.com. We recommend that you place your order as soon as possible to ensure the best selection and availability! 

*Please note, we are unable to offer rain checks for any expired sales or promotions.

At this time, SoftMoc does not offer price matching with an opposing company 

You can check the availability of an item by visiting softmoc.com. After clicking on the item you wish to locate, select your size, and click Find In Store. 

If the item is available at that location, it will be listed and allow you to place an In-Store Pickup order!

While we try to update our inventories regularly and keep them accurate, sometime we do make some mistakes. Please don't hesitate to chat, email or call us with any inconsistencies and we will try our best to make it right!

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.

SoftMoc is proud to carry these great brands!

Adidas, Asics, B&B Premium, Birkenstock, Blundstone, Bogs, Brooks, Clarks, Cole Haan, Columbia, Converse, Crocs, Dr Martens, Rjall Raven, Frye, Glerups, Hey Dude, Josef Seibel, Kamik, Lacoste, Mephisto, Merrell, Puma, Reebok, Reef, Romika, Royal Canadian, Salomon, Skechers, SoftMoc, Sorel, Steve Madden, Teva, Timberland, UGG, Vans, Vionic. 

To shop your favourite brand, you can select the Brand tab at the top of our website and choose from there!

You can select the Unsubscribe button at the bottom of any SoftMoc promotion email you’ve received.

Alternatively, a member of our Customer Care team can also unsubscribe you from our mailing list. You're welcome to reach out via email, chat, or phone for further assistance! 

We apologize for the delay with your order. While we are working hard to process and ship it as quickly as possible, we do not have a specific shipping date at the moment. Rest assured, our Team is doing everything they can to get your order to you as soon as possible. We will notify you with an update once your order has shipped. Thank you for your patience and understanding. 

 

3DSF-2 (3D Secure 2)  is a security measure used in online payments to help prevent fraud. 3D Secure adds an extra layer of authentication during the payment process; verifying the identity of the cardholder to ensure that they are authorized to make the transaction. 

*Please note, if you are set up with 3DS Protection with your financial institution, a code will be required to be entered before completing the Checkout process.

Our Customer Care Team is unable to bypass this error and we suggest using an alternative credit card or using PayPal if you are unable to proceed at Checkout.

In some cases, if an item does not meet our shipping standards or if inventory is limited and we’re sold out, we may need to cancel your order. We sincerely apologize for any inconvenience this may cause. Rest assured, your payment method will not be charged, and any pre-authorization placed at the time of your order will be removed. Depending on your bank or credit card provider, the pre-authorization should be released within 1-3 business days.

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).

To view our Privacy Statement in it's entirety, kindly visit our website via the link below:

https://www.softmoc.com/ca/customerservice.aspx#privacy-statement

Benefits to having a SoftMoc Rewards Account:

1. Free to join
2. Earn points to redeem for future credits!
3. Earn points online and in-store
4. Points never expire
5. Receive invitations to exclusive events
6. Receive coupon codes.
7. Manage all of your orders, cancel, edit.
8. Plus, much more!

Did you know that when you join SoftMoc Rewards we will scan all your purchases for your email address and award points for your lifetime purchases! 

SoftMoc Gift Cards can be used towards online purchases and entered on the Final Checkout page, as the chosen method of payment. 

 

Select the option for Gift Card and enter the 16 digit gift card number located on the back of the card. Underneath the gift card number, you will see a small scratch box to the right, underneath is your secure 6 digit pin number. Click Add and then you will be prompted by a Captcha.

 

The amount of the gift card will be applied to the first item placed in your Shopping Bag. Should this item be returned, the funds will be placed back on a gift card. 

* If there be any remaining balance owed for the purchase after the gift card is added, a secondary payment option can be entered.

*Please ensure to keep your gift card after use, as all returns are processed back to the original payment. 

SoftMoc is not liable for lost or stolen gift cards. However, if your gift card has been registered under your SoftMoc Rewards Account and a balance remains, you may request a gift card replacement. 

 

To request a replacement, please log into your Rewards Account.

You can then select the Gift Card tab, and choose Request Replacement. Please allow 24 to 48 hours for review and processing.

 If your request is approved, you will receive an email notification with a temporary PIN number. Once you have received your PIN number via email, please head to your nearest SoftMoc location, and they will assist you with the replacement gift card. 

*Should you live in a rural area and not have a local SoftMoc, please reach out to our Customer Care Team.

Log on to your SoftMoc Rewards Account Here

SoftMoc Corporate Rewards is designed for companies & organizations to provide SoftMoc Coupons & Incentives to their employees, memberships & affiliates.

• Receive discounts & coupons
• Get advance notice to special event and promotions
• Receive elite / VIP services from customer care
• Plus, much more

It's all completely free! Please complete the registration form to get started, a SoftMoc Corporate Rewards associate will reply to your registration asap. Contact us with any questions at: corporaterewards@softmoc.com

Should you wish to join our new and improved Corporate Rewards program, click on the link below to review the details:

https://www.softmoc.com/ca/corporaterewards.aspx

For any questions/concerns, please reach out via email to corporaterewards@softmoc.com 

*Please note that SoftMoc Corporate Rewards is exclusive and each individual application must be approved by our Corporate Rewards Team.

Please send an email with inquiries or concerns to: corporaterewards@softmoc.com 

We will respond within 48 hours of receiving your inquiry. You can also call us at 1-866-592-1141 and leave a voicemail.

Most of our brands are included in the offer; however, some have chosen not to participate. If the item you’re trying to purchase is ineligible, you’ll see an “Item Excluded” message after applying the discount code. 

To link your SoftMoc My Rewards account with your Corporate Rewards, simply use the signup URL provided by your Company’s Benefits Manager.

Visit My Account Rewards | SoftMoc.com to get started. Once linked, you’ll be able to access your exclusive Corporate discount codes directly through your SoftMoc Rewards account.

Yes, as long as the item price after applying the discount remains over $30 (or over $40 for $40 credit usage), it qualifies.  

To use a valid SoftMoc discount code online, click on Add Coupon/Discount in your Shopping Bag located just below the item image. Enter your code and select Apply. You should then see the savings applied!

 

You can also apply your discount code/coupon, at the top, right hand-side of the Billing Information page, under Order Summary.

**Please note there may be certain item or brand exclusions for certain discount/coupon codes.

*Discount codes must be applied prior to placing your order, and cannot be applied retroactively.

SoftMoc no longer participates with the EDVantage Perks program, however there is a new program that has been created for teachers across Canada called "SoftMoc Teachers". If you wish to apply to be included in this program, please email SoftMoc Corporate Rewards at corporaterewards@softmoc.com with a photo of your valid teachers identification and they will get back to you as soon as possible with membership detail. It’s free to join. Thank You From SoftMoc.