Support

Customer Service

About Us

Shoeline.com and you. The Perfect Fit.

Welcome to comfort. Shoeline.com is your source for the highest quality brands and the hottest styles from the industry masters of technologically designed, comfort footwear. We pride ourselves on providing superior customer service and offer FREE ground shipping within the United States, NO sales tax, and a fast and easy returns/exchange process.

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Our Guarantee

At Shoeline.com you will find a wide selection of the finest footwear and footwear accessories available. You may return your purchase within 30 days of shipment for a refund or exchange. Beyond 30 days, our products are guaranteed against defects for 1 year.

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Contact Us

Shoeline.com Customer Care Department is available (all EST):

Monday - Friday: 8AM - 7PM
Saturday, Sunday: Closed

You may check your order status via the Order Status link located at the top right of every page.

Phone: Toll Free: (877) 818-4461.
Fax: (603) 386-6126.
International and Toll: (978) 933-4700
Email:

Customer Service Address:

Shoeline.com
100 Brickstone Square
Suite 502

Andover, MA 01810

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Using Our Site

On Shoeline.com, Internet shopping is easier than ever. On our home page you will find a variety of links to help begin your search. You may elect to search by Brand, Gender, Size, Color, On Sale, and even New Styles. Or focus your search to exactly what you want by clicking on the specific style of shoe you are seeking. On every result page you will have a variety of options for sorting and narrowing or expanding your results.

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Shopping Helper

  1. Using the Shopping Basket
  2. Completing The Form
  3. Providing Additional Information
  4. Providing Payment Information
Using the shopping basket:

Once you click "Add to Cart" you will be sent directly into your shopping cart.

To remove or change a quantity in the basket:
  1. Change the number in the "Qty" field, located on the far left, to the number desired. When removing an item change the "qty" to 0 (zero).
  2. Click the "Update Quantities" button, located just beneath the quantity field. The shopping basket page will reload with the new quantity.

Continue shopping by selecting the link located in the center beneath your selection(s). You will be immediately redirected to our home page.

To complete your order, click the "Proceed to Check Out" button located beneath your totals on the far right. You will now be directed to our secure order form.

Completing the Form:
Fill in your billing information:

Please fill in all of the fields. If you skip information, you will be prompted to complete the missing information before you may continue.

The shipping address may be different from the billing address. You may change the shipping address by selecting the option located to the right of your billing information. More on shipping.

Please Note:

Shoeline.com uses a payment verification system to authorize credit card payments. This process confirms all of your billing information with your bank and authorizes or declines the charge. Please be sure to enter your billing information exactly as your credit card has it recorded in their system. Fill in all of the blanks: if you skip information, you will be prompted to complete the missing information before you can continue.

Please Note:

Shoeline.com does not charge your credit card until your order has shipped. For more information about online verification systems, contact a merchant account rep at your bank.

To continue to the next page: click the "Continue Check Out" button at the bottom of the form.

Providing Additional Information:
Choose a shipping method:

There may be one or several shipping options available. Choose the one that best suits your needs.

Enter a coupon code:

If there is an option available for a coupon code and you have a valid coupon, enter the coupon code to receive your discount. If you would like to know how you can receive coupon codes, register with us.

To continue:

Click "Continue Check Out"

Providing Payment Information:
If you're using a credit card:

Include all credit information at the top of the Order page then click the "Confirm Order" button at the bottom of the receipt page. If you enter invalid credit card information, you will be prompted to correct the invalid information before you can continue.

If you wish to pay via check or money order:

print out the Order page and complete the credit information and fax or mail to the address at the top left of the Order. Mail payment with a copy of the receipt. Be sure to include the grand total for prompt delivery.

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Shipping Information

Shoeline.com offers FREE ground shipping on all orders. Most in-stock orders leave our warehouses within 1-3 business days with delivery times ranging from 3-8 business days. Express Orders are shipped out within 1-2 business days with delivery times based on express option selected. Express Shipping costs are calculated by the quantity of items in your cart and your shipping address.

  • Monday - Friday Delivery Only
  • We ship to all 50 States, P.R., & APO/FPO's. Currently, we do not handle international shipments.
  • Most orders are shipped using UPS except for the following: PO Box addresses, AK, HI, PR, & APO/FPO orders are shipped via the US Postal Service.
  • The tracking number for your shipment will be emailed to you.
  • No tracking number will be available for USPS shipments.
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Returns and Exchanges

Shoeline.com stands by our products. If you are unhappy with your order you may return your purchase within 30 days of shipment for a refund or exchange. Shoes must be in original(unworn) condition to be accepted for returns/exchange(unless defective). Beyond 30 days, our products are guaranteed for 1 year against defects and workmanship.

Enclosed in every order is:
  1. Merchandise Return Form to be filled out
  2. Return Label with instructions for either a return or an exchange
  3. UPS Pre-Paid Return Sticker for your convenience.

If you did not receive a Merchandise Return Form with your order, please print,fill out, and return this Return Form (Acrobat PDF) for your return/exchange.

Straight returns are charged a fee of $5.95 if the UPS Pre-Paid Return Sticker provided is used.The cost of shipping an item back to Shoeline.com is always the responsibility of the customer.(Note: exceptions to this policy are made for defective items). No shipping charges will be applied to exchange orders.

Please note that on all exchange requests you will be refunded for the item you return and then charged for the new item when it ships out to you.

We will process your return/exchange 1-2 days after it is received at our warehouse. You will receive an email from us to confirm the receipt and processing of your return. Please allow 3-5 business days for the refund credit to appear on your credit card/bank account.

If you have any questions, please call us at (877) 818 4461 or via email at customerservice@shoeline.com.

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Out Of Stock Items & Back Orders

Shoeline.com inventory is updated everyday to ensure that you will never have your order cancelled due to an Out of Stock Item. However, occasionally we will sell out of an item between inventory updates. Please accept our apologies. If the item is going to come back in stock we will backorder the item for you and send a notification by email immediately. You will receive another email every 30-day period following notifying you that your item is still on backorder. You may cancel your order with us at anytime and no charges will apply to your order until the item ships. In addition, Shoeline.com will offer some items for sale in anticipation of release. These items may be put on backorder before they ship. No items will go on sale prior to 30 days of their release.

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Security

You have found it; the perfect pair. You want it. You Buy It! But is it secure???

At Shoeline.com your security is our primary concern. Shoeline.com is proud to say that we are fully compliant of the credit card industry's Payment Card Industry Security Compliance program (PCI) and our entire staff is subjected to a thorough background check prior to employment. Your credit information is completely masked and can only be viewed or accessed by our security staff. This information is automatically deleted from our files 45 days after your purchase.

Rest assured that Shoeline.com uses the industry-standard Secure Sockets Layer (SSL) during checkout. This process encrypts all your personal and financial information before it is transmitted to our system. To check our security certificate, click on the Thawte logo located every page of this site. See our security policy.

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Pricing Policy

Please note that Shoeline.com does not match prices.

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Terms of Agreement

Shoeline.com reserves the right, at our discretion, to cancel an order at any time due to fraud or misuse of our products. You agree that each time you order from Shoeline.com, you shall be subject to and bound by the current terms of this agreement.

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