Welcome to The Snug Shoes FAQ page! We’ve compiled answers to the most common questions about our comfortable footwear, shipping policies, and more. If you don’t find what you’re looking for, our customer service team is always happy to help at [email protected].
About Our Products
What types of shoes do you offer?
We specialize in comfortable footwear including:
- Clogs
- Flats
- Loafers
- Sandals
- Slippers
- Sneakers & Athletic Shoes
Are your shoes true to size?
Yes, our shoes are designed to fit true to size. Each product page includes detailed sizing information and a size guide to help you find your perfect fit. We recommend reviewing these measurements before ordering.
What makes your shoes comfortable?
Our footwear features:
- Premium cushioning materials
- Ergonomic footbeds
- Flexible soles for natural movement
- Breathable fabrics where applicable
Ordering & Payment
What payment methods do you accept?
We accept:
- Visa
- MasterCard
- JCB
- PayPal
Is my payment information secure?
Absolutely. We use industry-standard SSL encryption to protect all your payment information. We never store complete credit card details on our servers.
Can I modify or cancel my order after placing it?
We process orders quickly (within 1-2 business days), so please contact us immediately at [email protected] if you need to make changes. Once your order has entered processing, we may not be able to modify it.
Shipping & Delivery
Where do you ship?
We ship worldwide, excluding some parts of Asia and remote locations. During checkout, you’ll be able to see if we deliver to your country.
What are my shipping options?
We offer two shipping methods:
Standard Shipping ($12.95): Via DHL or FedEx, typically 10-15 business days after dispatch
Free Shipping: For orders over $50 via EMS, typically 15-25 business days after dispatch
All orders are processed within 1-2 business days (excluding weekends and holidays).How can I track my order?
Once your order ships, you’ll receive a confirmation email with tracking information. You can use this to follow your package’s journey from our San Francisco warehouse to your doorstep.
Do I have to pay customs fees?
Depending on your location, customs or import duties may apply. These fees are the responsibility of the customer and are not included in your order total. We recommend checking with your local customs office for more information.
Why is my package taking longer than expected?
While we strive to meet all delivery estimates, during peak seasons (like back-to-school or holidays), delivery times may extend slightly. Also, international shipments may experience occasional delays due to customs processing.
Returns & Exchanges
What is your return policy?
We accept returns within 15 days of receiving your order. Items must be unworn, in their original condition, and in the original packaging. Please contact us at [email protected] to initiate a return.
Who pays for return shipping?
Customers are responsible for return shipping costs unless the item arrived damaged or was incorrect. In these cases, we’ll provide a prepaid return label.
How long does it take to process a refund?
Once we receive your return, please allow 5-7 business days for processing. Refunds will be issued to your original payment method.
Do you offer exchanges?
Currently, we don’t offer direct exchanges. For a different size or style, please return the original item (following our return policy) and place a new order.
Customer Service
How can I contact customer service?
Our friendly customer service team is available at [email protected]. We typically respond within 24-48 hours.
What are your business hours?
Our customer service team is available Monday-Friday, 9am-5pm Pacific Time, excluding major US holidays.
Where is your company located?
Our headquarters is at:
2392 Delaware Avenue
San Francisco, CA 94108
United States
2392 Delaware Avenue
San Francisco, CA 94108
United States
Still have questions? We’re here to help! Email us at [email protected] and we’ll get back to you as soon as possible.