The Shoe Company Returns: 60 Days, $9.99 Mail Fee and Exchanges

Quick answer

The Shoe Company accepts eligible online returns in store or by mail for up to 60 days from the ship date. Merchandise must be unworn, in original packaging and accompanied by the Order Confirmation email. For a reliable answer, use the receipt/order record and the official Canadian policy together rather than relying on a return period copied from another country or retailer.

This guide is based on The Shoe Company Canada official policy, checked on 2026-10-13. RefundIndex is an independent informational site and is not The Shoe Company Canada. It summarizes the company’s published commercial process; it does not promise that a particular return, refund, exchange or warranty claim will be accepted.

What the Canadian policy actually says

• Refunds are applied to the original payment method and original shipping charges are not refunded.
• If you use the retailer-provided mail label, a $9.99 return shipping fee is deducted from the refund. You may use your own tracked shipping method, but that cost is not reimbursed.
• The company does not offer exchanges by mail. The mail workflow is return for refund, then place another order for the desired size or style.
• The retailer says a card refund is generally initiated after the warehouse receives the return; its help page cites processing and posting periods that can extend beyond the warehouse receipt date.

A wrong or damaged item should be reported to Customer Service rather than treated as an ordinary preference return. If you misplaced the confirmation email, the company directs customers to support for help rather than promising that any substitute document will be accepted automatically. For comparison, Sport Chek returns and Mark’s Canada returns show how another Canadian seller may use different proof, timing or return-channel rules; those policies should not be copied onto a The Shoe Company Canada purchase.

Before you start: identify the purchase channel

The seller of record matters. A product bought directly from The Shoe Company Canada can have a different route from the same brand bought at a department store, marketplace, authorized dealer or mobile carrier. Check the merchant name on the receipt or order confirmation first. If the policy sends third-party purchases back to the original retailer, contacting the manufacturer’s online store will not convert the transaction into a direct-store return.

Also separate an ordinary preference return from a damaged, incorrect or defective-product issue. Retailers often use different forms, labels or warranty teams for those problems. Select the reason that accurately describes what happened; that gives support the information needed to route the case and avoids treating a used defective item as if it were simply unwanted.

How to make the return without losing the paper trail

1. Locate the Order Confirmation email and verify the item is still within 60 days of the ship date.
2. Keep the footwear unworn and in its original box; do not use the shoe box itself as an unprotected shipping container.
3. Choose either an eligible store return or the mail route. If mailing, decide whether to use the $9.99 retailer label or your own tracked carrier.
4. Retain the carrier tracking and monitor the original payment account after the warehouse processes the return.

Keep the order confirmation, receipt, return authorization, label, carrier acceptance scan and refund confirmation until the money or credit is visible. A parcel being handed to a carrier is not the same as the retailer receiving it, and “refund issued” is not always the same day the bank or card issuer posts the credit.

Condition, packaging and proof of purchase

For change-of-mind returns, preserve the product as closely as possible to the condition required by The Shoe Company Canada. Do not throw away serial-number labels, accessories, manuals, cables, hygiene seals, tags or product packaging until you are certain you will keep the item. Where the policy requires proof, use the receipt, eReceipt or order confirmation the company identifies rather than assuming a bank statement or loyalty account must be accepted.

Footwear and apparel are safest to fit-test indoors. Electronics should be reset only when the retailer instructs you to do so, and personal data should be removed before a device leaves your possession. Large goods such as furniture or appliances may require arranged pickup rather than self-shipping. The order-specific return approval should control the logistics.

Refunds, exchanges and timing

An approved return does not automatically mean cash, an immediate exchange or a refund of every fee. The Shoe Company Canada can distinguish the merchandise price from original shipping, return postage, service charges, restocking fees, gift-card amounts or promotional value. Read the approved return summary before shipping if the expected refund matters to your decision.

If a direct exchange is unavailable, the usual alternative is return-and-reorder. That can create a temporary second charge and the replacement price or stock can change. If the product was bought during a promotion, do not assume the same price will still be available on the replacement order unless the retailer expressly says so.

Practical scenarios

You ordered the wrong size

If the shoes are unworn and still eligible, you can return them in store or by mail. A direct mail exchange is not offered, so stock and pricing on a new order can matter.

You want to avoid the $9.99 mail fee

Check whether an eligible Shoe Company location can process the online return. If you mail it using the retailer label, the listed fee is deducted from the refund.

The shoes arrived damaged

Contact Customer Service and follow the instructions for a wrong or damaged product. That keeps the issue separate from a simple change-of-mind return.

These scenarios illustrate the published commercial process. They are not a determination that a specific customer is legally entitled to a refund, exchange, repair or replacement. If the facts of your purchase differ, ask the retailer to confirm the available order-specific option.

Common mistakes that delay a return

Three avoidable problems appear repeatedly: using an old return address instead of the label generated for the current order, mailing a product without the required authorization, and assuming a third-party purchase can be returned to the manufacturer’s web store. Another common mistake is discarding packaging or accessories before checking whether they are part of the eligibility conditions.

For a tracked shipment, photograph or note the tracking number before handing over the parcel. For an in-store return, keep the return receipt. For a pickup, save the pickup confirmation. If the refund later needs investigation, those records are more useful than relying on memory of when the item was sent.

Customer service and official links

Customer Service is listed at 1-888-874-6326 and service@theshoecompany.com, with hours on the official shipping-and-returns page. Store locations can be checked through the official locator. The safest starting point is official customer support. When contacting support, have the order number, purchase/delivery date, item name or model, return tracking and a short factual description of the issue.

Do not send payment details, passwords or one-time security codes through an unofficial social account or an address copied from a forum. For expensive electronics or mobile devices, use only the label or destination generated by the retailer’s verified return process.

FAQ

When does the 60-day period start?

The published online policy measures it from the ship date, not from the day you first wear or try the product.

Can I exchange by mail?

No. The published mail route is return-for-refund and reorder.

How long can the refund take?

The retailer cites processing after receipt and advises allowing additional business days or billing cycles for the credit to appear. Track the return and keep the refund confirmation.

Canada consumer-information note

This article explains a retailer’s or manufacturer’s published commercial policy for Canadian customers. It does not assess an individual dispute or decide whether provincial, territorial or federal consumer rules provide additional rights in a particular case. If a problem goes beyond the voluntary policy—such as a contested defect, contract issue or unresolved complaint—use the appropriate official consumer-protection or regulatory source for authoritative information.

Policies and support channels can change. Before shipping a valuable item or paying a fee, reopen The Shoe Company Canada official policy and confirm the rule shown for your exact order.