How or where do I apply a promotion code for my order?
You can apply a promotion / discount / coupon code during the checkout process.
Note, you can only use 1 promotion/discount or coupon code per order.
Why is my promotion code not working?
If the code does not apply successfully, it may be invalid, expired, or may be limited to certain products only (such as sale items only).
Please review the promotion or disclaimer carefully:
• Is the promotion only valid for a certain date or timeframe?
• Does the promotion state that it is valid for 'all' products / 'site wide', or is it limited to certain products, or provides an additional discount only to items already 'on sale' ?
Please ensure that the code is being entered correctly: Sometimes the letter O’s can be mistaken for number 0’s and letter I’s for number 1’s. If you are unsure try copy and pasting the code to avoid this issue.
Be sure to include any dashes “– “ if they appear in the promotion code.
If you received a promotion code by email then it is best to copy & paste the promotion code from the email into the promotion code field on the website to avoid any accidental typos.
If you need further assistance please contact Customer Service.
Can I apply more than one promotion code to my order?
Only 1 promotion code may be applied per order.
Why is my Credit Card getting declined?
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:
- a typo in your card number, 3-4 digit card security code, or
- a typo or outdated billing address zip code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:
- confirm your billing address on file is up to date, specially if you recently moved
- confirm there is no hold on your account
- 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.
Why is my order on hold?
We reserve the right to hold or cancel any order that appears to be incorrect or fraudulent, pending direct phone confirmation with the cardholder.
Can I order over the phone?
Yes! Please call Customer Service at +1 877-372-2814 and a Representative will assist you in completing your purchase.
Where is my order / shipping/ return / confirmation email?
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.
Do you accept Gift Cards from other retailers or credit card companies?
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.
What forms of payment do you accept?
We are happy to accept the following forms of payments from the US and Canada:
At this time we are unable to accept Credit cards issued outside of the United States (except Canadian credit cards).
Do you offer back orders?
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.
How can I change my order?
Please contact Customer Service at +1 877-372-2814 as soon as possible after placing the order.
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 modify your order. You will be notified if we are unable to cancel the order.
How can I cancel my order?
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.
How do I correct an address on my order?
Please contact Customer Service at +1 877-372-2814 as soon as possible after placing the order.
Because our team works hard to ship orders the same day you place them, your order may already been packed and processed and we will not be able to change the address of the order.
In this case, we can attempt to contact the shipping carrier to 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.
Can I be notified when the style I want is available in my size?
We're sorry, we do not currently have the capability to notify you when a style becomes available in your size.
Do you charge sales tax?
Yes, we charge sales tax in select states.
Why did my order ship after I requested it be cancelled?
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. Once the shipment arrives, please contact Customer Service to request a free return shipping label, at no additional cost to you.
Why do I have to call to verify my order?
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.
How does Afterpay work?
Afterpay is a service that allows you to make a purchase now but pay for them later in 4 smaller payments made every 2 weeks without any interest, and without any additional cost.
For example you can make a purchase for $100 today, and pay Afterpay 4 payments of $25 over the course of several weeks. No additional costs or interests arise.
How do I use Afterpay?
Simply shop online and add items to your shopping bag and checkout as normal. At the checkout choose Afterpay as your payment method. First-time customers will need to register with Afterpay and provide payment details, and returning customers simply log in to make their purchase. It’s that easy!
Please note that all items in your shopping bag must be eligible for Installments by Afterpay. A minimum purchase amount may apply and you must meet additional eligibility requirements to qualify.
Can I use Afterpay if I’m an international customer?
Afterpay is only offered to our customers who have a US billing address, US shipping address, a US Visa or Mastercard or American Express (credit or debit card), and a US mobile phone number. Customers with international billing addresses, shipping addresses, and/or phone numbers will not be able to set up an account with Afterpay.
How does the payment schedule with Afterpay work?
All customers are required to make their first payment at the time of purchase, with the remaining three payments deducted every two weeks from your chosen payment method. If you choose to make additional payments before your scheduled pay dates, you may do so through your Afterpay account.
You can log in to your Afterpay account to view your payment schedule and make a payment before the due date if you choose to do so.
Where can I find common questions about Afterpay payments?
When will my items be delivered if I use Afterpay?
Orders paid via Afterpay are handled just like any other orders. Most orders ship within 24h.
How do I return or exchange an item purchased using Afterpay?
If you have changed your mind, you can return your Afterpay purchase for a refund.
Please check that your return or exchange meets our Return policy here.
Afterpay will be notified of your return and will process the appropriate refunds. Please do not return your purchase to Afterpay.
If you believe there is fault or concern with your Afterpay purchase payment, please contact Afterpay customer support at info@afterpay.com
Where can I find out more about Afterpay?
If you would like to know more about Afterpay, visit the Afterpay website www.afterpay.com for a comprehensive list of FAQs.
