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Site Help

Find quick answers to your questions below...

For all general questions please email: customerservice@shoesonsolano.com


Order Status My Account International Shipping Guarantees Pricing and Billing Buyer's Guide Additional Support

Order Status

Has my order shipped?

Click the "Order Status" link at the bottom of any of the pages on our site to check your orders status.

How do I change quantities or cancel an item in my order?

Click the "Order Status" link at the bottom of any of the pages on our site to view orders you have placed. Then click the "Change quantities / cancel orders" link to find and edit your order. Please note that once an order has begun processing or has shipped, the order is no longer editable.

How do I track the progress of my order?

Click the "Order Status" link at the bottom of any of the pages on our site to track your order.

My order never arrived.

Click the "Order Status" link at the bottom of any of the pages on our site to track your order status. Be sure that all of the items in your order have shipped already. If you order displays your Package Tracking Numbers, check with the shipper to confirm that your packages were delivered. If your packages each show a status of "delivered", please contact customer service for assistance.

An item is missing from my shipment.

Click the "Order Status" link at the bottom of any of the pages on our site to track your order status. Be sure that all of the items in your order have shipped already. Orders with more than one item may ship items seperately and at different times. If your packages each show a status of "delivered", please contact customer service for assistance.

My product is missing parts.

If you believe that your item has been shipped incomplete please contact customer service for assistance.

When will my backorder arrive?

Backordered items are those which our suppliers are unable to predict when they will have more in stock, but as soon as they do, we will be able to ship the item to you.

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My Account

How do I create an account?  
  1. Click the "Login" link at the bottom of any of the pages on our site.
  2. Enter your email address.
  3. Select "I am a new customer".

Then simply follow the prompts to complete setting up your account. Your information is NEVER sold to any other company and is kept completely private. Please view our Privacy Policy for more information.

How do I edit my account information?

Click the "Login" link at the bottom of any of the pages on our site to edit your account information.

How much is my shipping?

Shipping is free on all orders!

I forgot my password.

Click the "login" link at the bottom of any of the pages on our site. Under the login form you'll see a link that says "Forgot your password?". That link will send an email to the email address associated with your account with your password.

How do I return my product?

Please click here for more information on returning an item.

I received the wrong product.

If you feel that you have received the wrong product, please contact customer service within 72 hours of receiving the product.

What is your return policy?

Our complete return policy can be found here.

When will my order ship?

Please see each individual item page for more information on the availability of each item. Also, after placing your order, you may click the "Order Status" link at the bottom of any of the pages on our site to track the status of your order. You will receive a shipment confirmation when your order has shipped and tracking information within 24-48 hours of shipment.

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International Shipping

Do you ship to my country?

Unfortunately, at this time we do not ship outside of the United States.

What are my payment choices?

We currently accept the following: Visa, Mastercard, American Express, Discover, JCB, Diner's Club, Apple Pay, Google Pay, Shopify Pay and Paypal. Please note that we will not ship your order until we receive payment from you.

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Guarantees

Low Price Guarantee

It is our commitment to provide you with the best value, at the best price. We value your business and strive to keep our prices low, and SAVE you money!

Privacy Policy

We value your privacy. Please view our Privacy Policy for complete details on how we use the information we collect.

Security

This website is protected with SSL (secure socket layer) encryption, the highest standard in Internet security.

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Pricing and Billing

Do I have to pay sales tax?

Current tax law requires that you pay tax only if you are located in the same state as our warehouse. Our warehouse is located in California.

I have a question on my charges.

Click the "Order Status" link at the bottom of any of the pages on our site to review your orders. You may compare your order history on our website with your financial records. If you have further questions or concerns, please contact customer service for further assistance.

I need a copy of my receipt/invoice.

Click the "Order Status" link at the bottom of any of the pages on our site to print invoices.

When will my credit appear on my account?

Credits usually take 7-10 business days from the time we receive your item(s).

When will my credit card be charged?

Your credit card will be charged within 24 hours prior to shipment of your item(s).

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Buyer's Guide

How do I buy/redeem a gift card?

To purchase a gift card for someone, click here. If you are the recipient of a gift card and would like to redeem your gift card, click here.

How do I find my product?

To find the product(s) you're looking for, you may

  1. use the navigation menus on the top, left & bottom of our website.
  2. type a keyword into the SEARCH box.

If you have any trouble locating a product, feel free to contact customer service for assistance.

How do I navigate the site?

To navigate this website, simply click on a category you might be interested in. Categories are located on the top of our website. QUICK TIP: Place your mouse cursor over anything you think could be a clickable link. You'll notice that anytime you scroll over something that is a link, your mouse cursor will become a "hand", whereas scrolling over anything that is NOT a link will leave your cursor as an "arrow". You may also type a keyword into the SEARCH box to quickly find a specific product. If you have any trouble locating a product, feel free to contact customer service for assistance.

How do I use a coupon?

Coupons can be entered during the checkout process. After adding items to your cart, click the "Checkout" button at the bottom of your cart page. Underneath the items in your cart you'll see a box where you may enter your coupon code. Codes are not case sensitive.

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Additional Support

How do I contact you?

Please click here for our company contact information.

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