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Customer Service / Frequently Asked Questions
General
- How do I place an online order?
- Can I place an order over the phone?
- When will my card be charged?
- I did not receive an email confirmation after I submitted my order. Did my order go through?
- Do you use my personal information?
- Can I special order an item?
- How do I purchase a gift certificate?
- How do I purchase something if I live outside the US?
- Do you have a fit guide?
- I don't know my US/Euro size. What size do I need?
- Your site is pretty cool. Who is responsible for this genius?
- I love your website. How many stores do you have and where are they located?
Returns
Shipping FAQs
General
- How do I place an online order?
- Ordering online is easy. Simply find what you are looking for and choose the size you need. Add the item(s) to the cart and select Checkout. You will be asked for billing and shipping information and then you will submit the order. You will receive an email notification that the order was processed. You will also receive a notification when the order ships. We accept Visa, MasterCard, American Express and Discover. HabitatShoes.com is independent from Habitat Shoe Store in Kansas City. Returns/Exchanges for HabitatShoes.com will not be honored by Habitat Shoe Store and vice versa. Promotions, discounts, sales and price adjustments offered by HabitatShoes.com will not be honored by Habitat Shoe Store and vice versa.
- Can I place an order over the phone?
- We will gladly take your order over the phone between Monday and Friday, 10:00am to 5:00pm CST. Our phone number is 913-451-6360.
- When will my card be charged?
- Your card is charged at the time you submit your order. If for some reason an item you purchased is not available, you will be contacted immediately and a full refund will be given.
- I did not receive an email confirmation after I submitted my order. Did my order go through?
- If you think you placed an order correctly, but did not receive an email confirmation with a receipt, it is probably because the email address you entered was invalid, probably due to a spelling error. Please email us at orders@habitatshoes.com to check to see if we received it.
- Do you use my personal information?
- When you make a purchase online, you are automatically enrolled in our email newsletter, where we highlight new product, exclusive sales, promotions and events. We do not share, rent or sell our list to a third party. We do not keep credit card information on file, only shipping and email addresses.
- Can I special order an item?
- If we are out of stock of a certain size or item, a special order option is available if applicable for that particular brand. Simply click on special order on the product page and fill out and submit the form. We will contact you if the item you want to special order is available. If it is available, we will process the sale over the phone or via email. Please allow up to four business days to process a special order. Online shipping charges will apply.
- How do I purchase a gift certificate?
- Habitat gift certificates may be purchased by calling 913-451-6360 between 10:00am and 9:00pm Monday-Friday. Please note that gift certificates can only be redeemed in our Kansas City store and not through our website.
- How do I purchase something if I live outside the US?
- For added security, we offer payment through PayPal for all international orders. PLEASE MAKE SURE YOU RETURN TO THE HABITATSHOES.COM WEBSITE AFTER PURCHASING ON PAYPAL'S WEBSITE TO COMPLETE ORDER.
- Do you have a fit guide?
- We do not have a general fit guide. The fits of each manufacturer vary. Please pay attention to our fit suggestions for each item, as we feel they are very accurate. We fit men and women each day in our shoes and clothes. We know how each item’s sizes are running.
- I don't know my US/Euro size. What size do I need?
- Typically the US/Euro breakdown is the following:
Women's Sizing
US 4.5-5 = Euro 35
US 5.5-6 = Euro 36
US 6.5-7 = Euro 37
US 7.5-8 = Euro 38
US 8.5-9 = Euro 39
US 9.5-10 =Euro 40
US 10.5-11 = Euro 41
Men's Sizing
US 7.5-8 = Euro 41
US 8.5-9 = Euro 42
US 9.5-10 = Euro 43
US 10.5-11 = Euro 44
US 11.5-12 = Euro 45
US 12.5-13 = Euro 46
US 13.5-14 = Euro 47 - Your site is pretty cool. Who is responsible for this genius?
- Yes, we have been blessed with many folks in our lives that have helped create this site. In particular, Bernstein-Rein Advertising for the backend platforms and design. RushWade2 studio shoots all of our shoes in their sweet studio space in downtown Kansas City.
- I love your website. How many stores do you have and where are they located?
- We just have one store, located in Leawood, KS, a suburb of Kansas City. We are of the mindset to do a few things well, so we have our retail store and website. We just want to be really good at these two things.
Returns
- What is your return policy?
- A Return Authorization Number (RAN) must be obtained before returning product to Habitat by either calling 913-451-6360 or emailing returns@habitatshoes.com. All item(s) must be unworn, unaltered, not washed, with original tags and boxes and return must be postmarked within 14 days of receiving product. Once your return has been approved, Habitatshoes.com will email the customer a UPS return label. If, for some reason, the original shipment did not go through UPS, then the customer will ship back on own and await a refund. Customers shipping return with an emailed return label from UPS will be refunded the cost of the product only, not their original shipping amount. Habitatshoes.com does not refund international shipping charges. If we receive a returned item that doesn’t meet our return guidelines, the product may be sent back to you at your expense. Please make sure your purchase meets our guidelines. Insuring your return packages to HabitatShoes.com is highly recommended. This will provide you with recourse on your package, as we cannot accept responsibility for packages that we do not ship ourselves. In the event of any failure to return goods to us within the stipulated time limits, even though validly cancelled, we shall have the right to charge any costs of recovery of the goods. Insurance will not be refunded. Ship all returns to: Habitat Shoe Store Attn: Returns/Exchanges (RAN) 4569 West 119th Street Leawood, KS 66209
- Can I exchange an item(s)?
- We do accept exchanges, but shipping charges may apply depending on where you live. Please inquire by emailing returns@habitatshoes.com. Ship all exchanges to: Habitat Shoe Store Attn: Returns/Exchanges (ENTER RAN HERE) 4569 West 119th Street Leawood, KS 66209
- I think I received defective/wrong merchandise, what do I do?
- If you believe that you have received defective merchandise or were shipped incorrect merchandise (style, size, color), you must notify us within 3 days of receiving the product to be eligible for a refund. There are no exceptions. We do not manufacture our products and we do not offer any warranty. Please follow our normal return policy. If you have questions about defective product, please contact us at orders[at]habitatshoes.com.
- When will my return be refunded?
- Once your package has been received by us, your refund will be processed within 2 business days. We will inspect your returned item(s) and then contact you via email with the refund confirmation. Refunds may not show up on your card statement for about four business days.
WE DO NOT REFUND INSURANCE YOU MAY HAVE PURCHASED WITH YOUR RETURN. - Can I return a sale item?
- Clearance items (prices that end in $.99) and items marked Final Sale are ALL SALES FINAL are non-returnable. Sale items that are not clearance items can be returned.
Shipping FAQs
- What are your shipping costs?
- As of October 8th, 2009 we will be using UPS for all domestic shipping.
UPS Ground - $10.00*
UPS 2-Day - $28.00*
*Calculated for one item at checkout. Additonal shipping charges may apply for multiple items.
INTERNATIONAL SHIPMENT RATES VARY AT CHECKOUT. We use USPS Priority International for all international shipping. Rates typically range from $15.00 - $50.00 USD depending on where you live in the world.
International Payments through Paypal only. Please make sure you return to the Habitatshoes.com website to complete Paypal transaction. - Do you ship Internationally?
- Yes. All international orders are processed through Paypal. We will only ship to the confirmed address on the Paypal account - not the shipping address you place with your order.
- I don't see my country listed under the international shipping options. Will you still ship to me?
- Possibly. Please email us at orders@habitatshoes.com to find out. Unfortunately, many countries pose a higher risk of credit card fraud than others. Don't take is personally.
- When will my order ship?
- Please allow up to two business days for your order to be processed and shipped. You will receive an email notification when your order has shipped.
- I have not received my order in the guaranteed time frame. What should I do?
- Please email orders@habitatshoes.com with your name, order # and order date. Mention that you have not received the shipment yet. We will track the package and email you an update. Please allow up to two business days from your order date from when the order may have left our shipping department. UPS does not deliver on Saturdays.
If you live in an apartment building, we are not responsible for lost or stolen packages once the package has been scanned with UPS or USPS.