FAQ

General

How can I track my order?

  • All orders process within 1-2 business days before shipping out.
  • Once out of our warehouse, an automated email is sent to you with the tracking number and link to the carrier.

My tracking says “Delivered” but I didn’t receive it? What do I do?

  • We advise checking in with everyone at the residence, leasing/management office, and local post office. If you still cannot locate the package, please email us at hello@jadamsshoes.com for the quickest response.

I put in the wrong shipping address…how do I fix it?

  • Contact us via hello@jadamsshoes.com. If the order is unfulfilled, we cannot guarantee that we will be able to adjust it before it is officially shipped out.
  • We'll try our best to make the correction within the timeframe. If orders are placed after 3PM PST (past our daily shipping cut-off period) then it'll be easier to make the changes.
  • If it’s well past 1-2 business days from placing the order we suggest calling the carrier and having the package rerouted as it is no longer in our facilities.

How do I cancel or change my order?

  • Let us know ASAP by emailing hello@jadamsshoes.com! We answer inquiries in the order they are made and changes cannot be guaranteed.
  • If the warehouse has already assigned a tracking number to your order we are unable to make any changes.

 

Sizing & Inventory

I just got an email that says my item was “Out of Stock”. What are my options?

  • Our customer care team is more than happy to work with you to make sure you get a pair you love to your door! Please email us at hello@jadamsshoes.com for the quickest response.

How do I find my correct size?

  • Refer all sizes to our Sizing Chart under the description. All of our shoe styles are listed in US sizing.
  • Please note that certain styles may be listed as true to size, runs small, or runs larger.

 

Ordering

How come my promo code does not work?

  • Check to make sure the items you are purchasing qualifies for that particular discount. Make sure to hit "Apply" after entering the code and the order total should reflect the discounted price.
  • Please note that we only accept one promotional code per order.

Was I charged twice?

  • All orders are processed once by our system. If you placed a duplicate order you will receive an additional confirmation email. Contact us directly at hello@jadamsshoes.com as soon as possible if you think it was a mistake.
  • All “pending” charges should drop with the issuing bank within 1-3 business days. If you need additional help with “pending” charges or authorizations please contact your issuing bank or credit card company.

I keep getting an error message when I enter my billing and shipping information! What’s happening?

  • If you are getting an error message or address mismatch there may be a mistake with your billing information. Your billing address must match EXACTLY what you have on file with your issuing bank or credit card. Clear up the typos, reformat if you need to and hit submit ONCE.

 

Returns

How long does it take to process a refund?

  • With our SmartPost flat rate label it usually takes 7-10 business days to reach us.
  • From there our returns department inspects, refunds, and releases the order back into inventory within 1-3 additional business days. You’ll receive a notification of the refund or exchange once done.

Where will my refund go?

  • ALL refunds are issued back to the original form of payment.
  • For all other Returns and Exchanges questions please refer to our Return Policy page.

 

Shipping

When will my order ship?

  • All orders are processed within 1-2 business days.
  • Processing time may vary due to merchandise availability and/or payment discrepancies

What is the cutoff time for overnight and 2-3 day shipping?

  • The cut-off time for overnight and 2-3 day express shipments is 12 PM PST.
  • Orders placed after 12 PM PST that ship overnight or express may not be processed the same day.

What about international orders?

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