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FAQs

❱ Orders & Payments


Having your credit card declined is always a possibility. When you attempt to place your payment details are verified by your credit card issuer who either approve or disapprove the provided information.

If your credit card is declined, the easiest thing to do is complete your transaction with another credit or debit card.


The most common reason for a declined payment are:

  1. a typo in your card number, 3-4 digit card security code, or
  2. a typo or outdated billing address zip code


What to do when your credit card is declined:

Stay Calm. Most commonly it's a trivial typo that lead to a card decline. Please carefully review or retype your credit card details and billing zip code and try again.


If your payment details are still disapproved, it is most likely to protect you from frivolous charges. At this point we must recommend to call the support phone number shown on the back of your credit card to:


  1. confirm your billing address on file is up to date, specially if you recently moved
  2. confirm there is no hold on your account
  3. ask your credit card company why your attempted order at earthshoes.com or merchant " Earth Inc. " was rejected. Potentially it was for your protection and your card company will lift the hold after you confirm your intend to place an order.

We reserve the right to hold or cancel any order that appears to be incorrect or fraudulent, pending direct phone confirmation with the cardholder.
Yes! Please call Customer Service at +1 877-372-2814 and a Representative will assist you in completing your purchase.

Can't find an Order, Shipment, Return confirmation or password request email?

Please allow up to 5min for this emails to arrive in your email inbox. If you do not find your order confirmation in your inbox, please check if it arrived in your email's Spam/Clutter/Junk Mail folders, or search for emails from "earthshoes.com".

If you still can not find our emails, please contact Customer Care or call us at +1 877-372-2814 and we will resend the email to you.

At this time, we do not accept gift cards from other retailers or credit card companies. If your card has no expiration date or card security code we are unable to accept it.

We are happy to accept the following forms of payments from the US and Canada:

We accept Visa, MasterCard, Discover, American Express, Paypal, Apple Pay, and Amazon Pay

At this time we are unable to accept Credit cards issued outside of the United States (except Canadian credit cards).

We do not offer back orders at this time. If the item you ordered is not available, but we are expecting additional inventory, we will e-mail you the status of your order with the option to hold your order or cancel your order. If the item you ordered is not available and we are not receiving additional inventory, your order will be cancelled and you will be notified by e-mail.
Please contact Customer Service at +1 877-372-2814 as soon as possible after placing the order.

Please note that orders already loaded for shipping are unable to be changed. You will be notified if we are unable to process the change request. If that is the case, simply return your order free of charge.

Please contact Customer Service at +1 877-372-2814 as soon as possible after placing the order and we will attempt to stop shipment.

Because our team works  hard to ship orders the same day you place them,  your order may already been packed and processed and we may not be able to cancel your order. You will be notified if we are unable to cancel the order. If this is the case, please simply return your order free of charge.

Please contact Customer Service at +1 877-372-2814 as soon as possible after placing the order. If the order has already shipped or is in the shipping process, we will intercept the package and have it re-directed to the correct shipping address. Please note that a $10.00 charge will be made to the customer for any intercept. If the order has been delivered to the incorrect address and the customer is unable to pick up the package we will do a call-tag to try and retrieve the order and re-direct it to the correct address. If the call-tag is successful, a $10.00 charge will be made to the customer. Packages that cannot be retrieved are the responsibility of the customer.
We're sorry, we do not currently have the capability to notify you when a style becomes available in your size.
Currently we don't charge sales tax on any U.S. order.

For your convenience we ship orders as quickly as possible, so we only have a small window to cancel orders before they have left our facility. We sincerely apologize if we were unable to cancel your order or a cancelled order was shipped to you. Please simple process a free return once the shipment arrives, at no additional cost to you.

We're serious about your security, which is why we take extra steps to verify that an order placed in your name is not fraudulent. 

In addition to standard security measures, we may require phone confirmation on orders where the billing and shipping addresses are different, order is for 5 pair or more, duplicate quantities, and so forth.

If you place an order where this is the case, one of our Customer Service Representatives will likely call you to verify both the shipping and billing information. We only verify these orders through direct phone contact with the cardholder.

If we are not able to connect with the cardholder within three business days, the order may be cancelled.  We reserve the right to cancel any order for any reason.

❱ Shipping & Tracking


We provide shipping options that are safe, fast, affordable, and eco-conscious. Most shoes are shipped the same day they are ordered! Your specific options are dependent on the destination of your order:


SHIPPING UNITED STATES
ORDER STATUS & TRACKING
FREQUENTLY ASKED QUESTIONS


FREE SHIPPING & FREE RETURNS

We want you to experience Earth Shoes with no worries! If you don't fall in love with your shoes, the return shipping is on us! To return your order simply follow the return process to get a free return shipping label. You can return any unworn merchandise within 90 days. *Free return shipping only applicable to the contiguous United States.

FREE GROUND SHIPPING

We offer FREE ground shipping within the United States on all orders. Your order will ship via UPS or FedEx Basic with final delivery by UPS, USPS or FedEx commonly within 5 to 10 business days depending on distance to destination. UPS/FedEx transit days start the day after your order ships, and do not include weekends or holidays.


EXPEDITED SHIPPING

Whether you're shipping to a business or home, 2 Day shipping is the choice when you just can't wait for your new shoes. Your packages will usually arrive by 4:30 p.m. to businesses and by 8 p.m. to residences in most rural areas in the contiguous U.S..


INTERNATIONAL SHIPPING

Currently we are unable to ship outside the Contiguous United States, Alaska, Hawaii, Puerto Rico, Continental United States and APO/AA/AE/AP destinations, but we are working on it!

> Please register for our newsletter to be informed once we are ready to ship to international destinations.

Shipping Status and Tracking:

IF YOU HAVE AN EARTHSHOES ACCOUNT:
With an account on EarthShoes.com you can view your shipment status and tracking from your order history:

  1. Login to your account
  2. Click on My Orders in your account menu (left side) to be shown your order history.
  3. Find the order you'd like to track and click on the corresponding tracking number listed in the column labeld "Tracking".
    You will now be lead to the UPS or FedEx carriers shipment tracking page for your specific shipment.

IF YOU DO NOT HAVE AN EARTHSHOES ACCOUNT (GUEST CHECKOUT):

If you do not have an account you can still track the status and location of your shipment:

  1. Visit the Track Order Section at the bottom of this page.
  2. Enter order number and shipping zip code on the left side of your screen.
  3. Click "Track Order" button
  4. Click tab: "Order Shipments"
  5. Click the Tracking Number(s) shown to be lead to the UPS or FedEx carriers shipment tracking page for your specific shipment.

Frequently asked questions on Shipping & Tracking:



To view available shipping options please view our Shipping Information page.
Domestically, within in US or US Territories & Islands, we can ship to both PO Boxes and Military APO/FPO addresses.
Please see our ❱ Shipping & Tracking section above on tracking the shipping status of your order.
It may take up to 24 hours after shipment confirmation of your order before tracking information appears on the shipping carrier's website.

If it has been more than 24 hours and your order tracking information has not changed please contact Customer Care by email or call us at +1 877-372-2814 and we will resend the email to you.

It may take up to 24 hours after shipment confirmation of your order before tracking information appears on the shipping carrier's website.

If it has been more than 24 hours and your order tracking information has not changed please contact Customer Care by email or call us at +1 877-372-2814 and we will resend the email to you.

For your convenience we ship orders as quickly as possible, so we only have a small window to cancel orders before they have left our facility. We sincerely apologize if we were unable to cancel your order or a cancelled order was shipped to you. Please simple process a free return once the shipment arrives, at no additional cost to you.

Currently, we cannot accept multiple shipping addresses for a single order. If you need to send items to multiple addresses, please place separate orders

❱ Returns & Exchanges

We want you to love the shoes you ordered from us. If you are not happy with your order for any reason, you may return your merchandise for a refund. We accepts the return of unworn* merchandise for up to 90 days from the date your order was shipped. We suggest trying on your shoes indoors to make sure they fit and are to your liking before wearing them outside.

We do not offer direct exchanges on merchandise. If you would like a different size, color or item, please place a new order. Please see our ❱ Returns Information page.

Frequently asked questions on Returns & Exchanges:

We're sorry but donations are non-refundable.
Return shipping is free for customers in the contiguous United States who made their purchase directly on our website. All other customers are responsible for any return shipping fees.

Please see Returns Information.
Gifts may be returned, but please note that any refund made for the return must go back to the original form of payment on the original order.
Once we receive your return, we will credit the original payment method for the full purchase price of each item in the returned shipment. Please allow 3 to 5 business days from the date your return is received in our warehouse for your credit to be issued.

For your convenience we ship orders as quickly as possible, so we only have a small window to cancel orders before they have left our facility. We sincerely apologize if we were unable to cancel your order or a cancelled order was shipped to you. Please simple process a free return once the shipment arrives, at no additional cost to you.

❱ Frequently asked questions

Our leather styles can be wiped with a clean damp cloth and then treated with a cream conditioner (preferably an eco-friendly one!) to soften and prolong their life. Should they happen to get scuffed, most shoe stores offer an assortment of polishes that can be used to revitalize the leather. Suede styles are best treated with a dry clean cloth and then brushed to remove dirt deposits.

Although we are often asked, we do not ever suggest cleaning any of our styles in the washing machine.

We do not price-match against other online retailers. If an item you have purchased from us directly, and this item is reduced in price within two weeks of your order date, we will happily adjust the sale price for you. To receive a price adjustment, please contact Customer Care by email or call us at +1 877-372-2814 and we will resend the email to you.



Yes, on every product page you will find the option "Size chart" above the size selection, as well as below:

SIZE CHART

US / CA EU UK Inch Cm
5 35-36 3 8.5" 21.6
5.5 36 3.5 8.75" 22.2
6 36-37 4 8.875" 22.5
6.5 37 4.5 9.06" 23
7 37-38 5 9.25" 23.5
7.5 38 5.5 9.37" 23.8
8 38-39 6 9.5" 24.1
8.5 39 6.5 9.68" 24.6
9 39-40 7 9.87" 25.1
9.5 40 7.5 10" 25.4
10 40-41 8 10.18" 26.2
11 41-42 9 10.5" 26.7
12 42-43 10 10.87" 27.6
US / CA Inch Cm
7 9.25" 23.5
7.5 9.37" 23.8
8 9.5" 24.1
8.5 9.68" 24.6
9 9.87" 25.1
9.5 10" 25.4
10 10.18" 26.2
11 10.5" 26.7
12 10.87" 27.6
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