FAQs

New reward program for old members.

We are pleased to introduce our brand-new reward program! Don't worry, we converted and transferred all your points to your current dollar value. Simply follow the link and create a new account, using the same email as you did for the old rewards, to get access to your points.

How do I enroll in the rewards program?

To enroll in the rewards program, visit the Rewards Page and select Join Now.

How can I earn points? 

Now that you are enrolled, it'll be easy to keep your feet happy all year long. You'll earn points on all purchases when you share us with your friends and more. You can redeem your rewards on KetchShoes.ca:

• 100 Points = $5 Off Your Purchase
• 200 Points = $10 Off Your Purchase
• 400 Points = $20 Off Your Purchase

To see all the ways you can earn points, visit https://ketchshoes.ca/pages/ketch-steps-rewards.

Where can I see how many points I have? 

Sign in to your Rewards account, and right below the 'Welcome to the club' banner, you will see how many points you currently have.

You can click Redeem Now to see how to use your points and/or get a code to apply at checkout. If you click Rewards History you can see a breakdown of all your rewards: the date you earned them, what they are for, the exact amount of points, and their status. The status will be either approved, pending or have a code to redeem.

You will receive an email from us every time you earn enough points to redeem them.

When will points show in my account? 

Points will show on your account as soon as you earn them unless stated otherwise. For example, If your birthday is within the next 30 days, your reward will be granted in delay, up to 30 days.

How do I earn points for Signing up for the Ketch Newsletter if I'm already signed up? 

If you've signed up for the Ketch email list before you enrolled in the Rewards program, you will receive an email from Ketch Shoes with 'Ketch Rewards Program' as the subject line containing the code you can enter at 'Ways To Earn Points' at https://ketchshoes.ca/pages/ketch-steps-rewards.

In case you already received that email, search it in your box under 'Ketch Reward Program'.

Do points and rewards expire? 

Points only expire after one year of inactivity.

Is there a limit to how many points I can earn? 

There is absolutely no limit to the number of points you can earn. However, you can only redeem one reward at a time.

How do I redeem my points for rewards? 

Redeeming your hard-earned points is easy!

First log in to your Rewards account at: https://ketchshoes.ca/pages/ketch-steps-rewards. Click Redeem Now or simply scroll to How to use your points section. Now you can choose a reward you want to use: click Redeem and copy & paste your code at checkout.

The points will right away be deducted from your account even before you completed the purchase. However, if you changed your mind, or decided to purchase later, you can always access that code and copy it again under Rewards History. We will also send you an email with every code you generate.

Refer a friend code doesn't display on Safari. How can I fix it?

Due to Safari's automatic privacy settings, you might get an error message instead of the code to refer your friend.

To fix it, you'll need to turn off the 'Hide IP Address' option in your Safari privacy settings, then click the referral link again. Go to Settings, scroll down to Safari and press it. You will see an option to turn on and off Hide IP Address under Privacy & Security.

How do I receive points for Facebook and Instagram if I am already subscribed? 

The system will still recognize if you are already subscribed to our social media channel: just scroll down to ways to earn and press Like us on Facebook, or Follow us on Instagram. The pop-up with a page will appear: if it already says that you are subscribed, simply close the pop-up window and the task will show as 'Completed,' and the points will be applied to your account.

How do I exchange my order? 

We now accept exchanges! Please refer to our Returns + Exchanges Portal for more information on how to exchange for a new size, new colour, or whole new style. Please note that exchanges do not incur restocking fees (and come with a pretty cool incentive).

How do I return my order? 

Please refer to our Returns + Exchanges Portal and follow the steps to complete your return.

How do I cancel an order?

If you wish to cancel your order within 24 hours after placing it, please contact ketchshoes.ca directly at 1-877-322-1941. 

How much does shipping cost?

Fedex fee for shipping in Canada is currently a $10 flat rate or FREE with orders over $150. Shipping and handling is non-refundable. If you wish to expedite your shipping please choose the Express Saver option at checkout, you will be charged market rate. Please note that Free Shipping codes are not eligible or redeemable for expedited shipping.

Do you deliver internationally? 

No, ketchshoes.ca only ships within Canada due to individual distribution agreements. For international shipping please contact respective international dealers or contact us for more information.

How long will it take to get my order?

Depending on where you live it will take 4–7 days to get your order. Allow a 24-48 hour processing time for all orders. Delivery time is calculated from time of shipment confirmation email factoring in 24-48 hours processing time. If you wish to expedite your shipping, please choose that option at checkout. Processing times still apply. Please note that Free Shipping codes are not eligible or redeemable for expedited shipping. 

Can I return my shoes if I’ve worn them outside?

If you have purchased Vionic shoes you can enjoy the 30 Day money back guarantee even on shoes that have been worn — see here

For all other brands, shoes must be returned unmarked, without signs of wear and/or tear. Note that fit issues should be resolved before you remove tags or wear your shoes outside. If you are in doubt about the fit, we recommend wearing your new shoes indoors to be sure.

What if my shoes are defective? 

Although not ideal, these things do happen. If you have received defective merchandise, please contact us immediately to resolve the issue.

I bought shoes that were Final Sale, can I return them?

Final Sale items are just that, Final Sale. Returns will not be accepted for items sold at Final Sale prices.

Can I physically drop off my return to your warehouse? 

We do not accept returns at our warehouse. All returns must be sent in by mail. We do offer free returns so please contact us for your return slip. 

How long does it take for returns to be processed?

Returns are typically processed within 7–15 business days of our warehouse receiving the physical merchandise. Please note: additionally, it may take up to a week for the credit to appear on your statement. For additional information, please visit our Shipping and Returns page.

How long will it take to get my order? 

Depending on where you live it will take 4–7 days to get your order, factoring in 24-48 hours processing time. If you wish to expedite your shipping, please choose that option at checkout. Processing times still apply. Please note that Free Shipping codes are not eligible or redeemable for expedited shipping.

How do I get my discount code when I subscribe to the newsletter?

Ensure you have received and clicked the link in your welcome email that allows ketchshoes.ca to send you emails. The discount code will appear in the body of the email. If this doesn’t work, make sure you haven’t signed up with us before. Discounts will only be sent to new subscribers.

Do you offer Buy Now, Pay Later?

Yes! We work with Sezzle to offer a great buy now, pay later option. See more here.

What’s Sezzle? 

Sezzle is a buy now, pay later option so you can spread payments out over four installments. Learn more here. 

Do you price match? 

Please note that ketchshoes.ca is happy to price match products that have gone on sale (on ketchshoes.ca only) within 5 days of original purchase (date on receipt/order confirmation). Orders are only eligible for 1 price adjustment. Final Sale items are not eligible for price matching. 

Is it safe to use my Credit Card?

Yes. Credit card and order data is encrypted and secure through Shopify with SSL Certification. 

Can I use a credit card to pay for my order? 

Yes. You can pay for items in your shopping cart using VISA, MasterCard, AMEX or other credit cards in addition to PayPal.

Where do I enter in my coupon or promotional code?

If you have a promotional or coupon code that you would like to redeem, please enter it in the "Gift Card or Discount Code" box in your shopping cart during checkout. Please note that only one code can be used per transaction. 

How do I obtain a coupon or promotional code?

Subscribe to our email newsletter! It's the best way to stay in touch, learn about our latest styles, get style tips, and get promotions delivered right to your inbox! 

I received a payment failure or fraud warning when checking out. 

If you received a message that your credit card was declined, or a fraud warning message, this means your card was declined by our processing system. We do not give details as to why your card was declined. It is recommended that you contact your credit card issuer or your banking institution as to why it was declined. We recommend that you not continue to try using your card as it will most likely continue to be declined.

If you would like for one of our agents to assist you in placing your order, please call Customer Care between the hours of 8:30 a.m. PT and 4:30 p.m. PT, Monday through Friday, at 1-877-322-1941. Please keep in mind we will not be able give you details regarding why your credit card was declined. 

My credit card was declined, why does my card show a charge?

If your credit card was declined by our system, you may see an "authorization" on your debit/credit card. We have not taken any money from your account. This is simply an authorization of the funds. 

No money is taken from your account until your order ships. In the case of a declined debit/credit card, your order has not been accepted into our system and will therefore not be charged. Please allow 24–48 hours for the authorization to disappear from your account. If you contact your card issuer or banking institution, they may be able to provide you more information. 

Do you charge sales tax on merchandise? 

Sales tax will be added to orders based on your location and local tax law. You will see the appropriate tax added to your order during checkout.

Do you offer gift cards?

Yes, we currently offer electronic gift cards. To purchase an e-gift card, please click here.

Please note: e-gift cards purchased on ketchshoes.ca may only be redeemed through ketchshoes.ca. We do not currently offer physical gift cards that can be mailed.

Do e-Gift Cards expire?

e-Gift Cards do not expire and we do not apply any service fees for non-use.

How do I check the balance of my e-Gift Card?

You may call Customer Care at 1-877-322-1941. Customer Care Consultants are available Monday through Friday from 8:30AM to 4:30PM Pacific Time.

Can I return my e-Gift Card for a refund?

e-Gift Cards are not refundable, nor may they be resold.

Any outstanding balance of the e-Gift Card shall not be refunded or exchanged for cash, except as required by law.

Any refunds for returned merchandise purchased with the e-Gift Card will be reapplied to the e-Gift Card.

e-Gift Card terms and conditions

Listed below are the Terms and Conditions for our Electronic Gift Cards. e-Gift Card Terms and Conditions

Purchase and Redemption

1. e-Gift Cards may be purchased at www.ketchshoes.ca, or via telephone by calling our Customer Care Consultants at 1-877-322-1941. Customer Care Consultants are available Monday through Friday from 8:30AM to 4:30PM Pacific Time. 
2. e-Gift Cards may be redeemed only for future purchases of merchandise at www.ketchshoes.ca, or via telephone by calling our Customer Care Consultant at 800-832-9255. Customer Care Consultants are available Monday through Friday from 8:30AM to 4:30PM Pacific Time.
3. Coupons and coupon codes may not be used to purchase e-Gift Cards. However, e-Gift Cards can be used in conjunction with coupons or coupon codes for any purchases. 
4. No taxes are charged on the purchase of e-Gift Cards. Applicable taxes are charged when e-Gift Cards are redeemed. 
5. Upon redeeming your e-Gift Card, if your purchase exceeds the amount of the e-Gift Card, you will need to pay the balance. 
6. Any outstanding balance of the e-Gift Card shall not be refunded or exchanged for cash, except as required by law. 
7. e-Gift Cards are not refundable if lost or stolen. 
8. When redeeming e-Gift Cards, any unused balance will be available for future purchases of merchandise. 
9. e-Gift Cards usually arrive within 24 hours of purchase. 
10. e-Gift Cards may not be resold. 
11. e-Gift Cards purchased through any unauthorized resellers or other internet auction sites are not guaranteed by Ketch Shoes

Refunds

Any refunds for returned merchandise purchased with the e-Gift Card will be applied to the e-Gift Card.

Expiration

e-Gift Cards do not expire and we do not assess any service fees for non-use.

Acceptance of Terms and Conditions

Your purchase or use of an e-Gift Card constitutes your acceptance of these Terms and Conditions. These Terms and Conditions are subject to change without notice.For additional information about our orthotics, please visit our Orthotics Guide.

How do I know my shoe size?

See general sizing chart. Please note: This chart does not provide a guarantee of shoe size conversion, it is merely a guide. Customers should consult with our expert fitting guides if they are unsure of their required size. Please contact fitguide@ketchshoes.ca

How do I care for my footwear?

Most of shoes are made of leather and should be cared for accordingly. Although leather is a durable material it cannot withstand all weather conditions and should not be used in place of rain or winter boots. Please make sure to note whether or not footwear you are purchasing is weather resistant, water resistant or waterproof.

Sometimes finding shoe polish to match the colour of your footwear exactly is difficult to find, if you want the biggest selection of colour polishes go to your local cobbler or shoe repair. The other important shoe care routine we suggest is an all-weather protector, which should be used every 8–10 wears.

The best answers on how to care for your footwear will always come from a professional—find a cobbler you love and your footwear will last for years!

How do I clean my sandals, shoes or orthotics?

To clean our products, we recommend you wipe with a damp cloth and air dry under indirect sunlight.

We DO NOT recommend the following:

• Submerging in water or using solvents to clean products.
• Exposing products to extreme temperatures.
• Commercial dry cleaning or home wash/dry laundry machines.

How do you recommend eliminating sandal odor?

Eliminate odor and effectively clean and deodorize footbeds by stopping cell growth and multiplication of bacteria and fungi which can cause odor and itchiness. Preventative measures are best here. But in the event that you do find your sandals have taken on an odor, we recommend giving the footbeds a good scrub with a mild soap diluted in warm water. Be sure to let your shoes air dry naturally. Do not place them near a heat source or in direct sunlight.

Do you recommend anything for blisters or chafing?

We recommend that you apply a blister protection product on your skin such as FOOTGLIDE Foot Care, which may provide a barrier against the chafing.

What is your phone number?

Our phone number is 1-877-322-1941. Our business hours are Monday–Friday from 8:30 a.m. to 4:30 p.m. Pacific Time.

Below are the holidays our team will not be available.

• Family Day - BC 
• Good Friday 
• Victoria Day 
• Canada Day 
• BC Day 
• Labour Day 
• Thanksgiving Monday 
• Remembrance Day 
• Christmas Day 
• New Year's Day

Where can I find your products locally?

If you would like to find our products in-store, please contact us directly at info@ketchshoes.ca.

Do you have an email newsletter?

Yes, we have an email newsletter! Sign up and be the first to know about sales, special promotions, tips, trends and more.

Plus get 15% off your first order! Join our list here.

Who can benefit from wearing orthotics and why?

Any person with or without a foot problem can benefit from wearing orthotics! It is estimated that over 70% of the population suffer from rolling inwards of the foot and fallen arches (i.e., excess pronation), which is the major contributing factor to foot problems. As we get older this problem often worsens.

These persons in particular can benefit greatly from wearing orthotics:

Those over 50: As we get older, the muscles and ligaments in the foot become weaker, as do the bones due to calcium reduction. In addition, the fatty padding under the foot thins out, which means less protection and cushioning for the bones, in particular the heel bone. Fallen arches combined with thinning fat tissue are a recipe for foot problems. Heel spurs are the most common foot complaints for those over 50.

People who are on their feet all day: Factory workers, nurses, teachers, people in retail and many other industries are required to stand on their feet for hours each day. Hard, unforgiving surfaces like concrete and asphalt take their toll after prolonged standing even for young and healthy people! Most common complaints are tired, aching feet and legs as well as low back pain. Women who are required to wear dress shoes with heels (e.g., in retail or hospitality) often suffer from pain under the ball of foot (metatarsalgia) and/or aching legs.

Runners & athletes: Because athletes put so much strain on their muscles and bones and ground reaction forces are much higher (up to 4 times the body weight), biomechanical injuries are more the rule than the exception. Orthotics play a major role in preventing sports injuries such as Achilles Tendonitis, shin splints and problems in and around the knee joint. Plus, running pain-free enables any athlete to perform better!

High-heel wearers: Most women know that high heels are not good for their feet, however many women do wear them. Common symptoms occurring from wearing high heels are pain in the back of the legs (and shortening of the calf muscles over the long term), ball of foot pain, pain under the arch and the heel. Vionic Slimfit orthotics are specifically designed to reduce discomfort associated by heeled shoes and sandals.

Pregnant or overweight people: Excess weight worsens the effects of excess pronation and its related pains. Proper alignment and support are crucial for those carrying additional weight, which creates additional forces on the feet, ankles, knees and back.

What are Vionic orthotics made of and how long will they last? 

Vionic orthotics and sandals are made of a flexible material called EVA (ethyl vinyl acetate).

The key advantage of EVA is that it is supportive and 'giving' at the same time! As you apply weight to the foot, there is a certain amount of 'give' in Vionic orthotics and sandals, providing shock absorption to the feet, ankles, knees, hips and back. This makes the device much more comfortable and more natural compared to hard orthotics. Yet, at the same time, they are firm enough to realign the foot and allow you to claim back your natural footprint.

Because Vionic orthotics and sandals are somewhat flexible, they will need to be replaced every 12-18 months. Older people or those with sensitive feet will benefit from a softer type of orthotic such as Vionic, as they may have difficulty tolerating anything hard under the foot.

How long does it take to get used to Vionic orthotics and footwear?

Because Vionic products are made of 'foot-friendly' flexible EVA, it takes most people only a few hours to get used to them.

For the greatest comfort, we recommend wearing your new Vionic footwear for just a few hours for the first few days to allow your feet to adjust to the new level of orthotic comfort and support.

Within one to two weeks you should find the product completely comfortable and supportive.

What do you recommend for squeaky Vionic footwear?

It could be that your orthotic is squeaking because it is rubbing against the upper of the shoe.

Locate the area of the shoe where the squeak is coming from. Lift the orthotic and sprinkle baby powder or baking soda inside this area. Leave the powder inside and insert the orthotic back into the shoe. Let the shoe set overnight.

Are Orthotics covered under the 30 day guarantee?

Our orthotic inserts are covered in our 30-day guarantee. Even if you’ve already used them or trimmed them down to size, we will accept them back for a full refund within 30 days of purchase. Original shipping charges are not refunded.

I have more questions, how do I get answers?  

Feel free to contact us anytime by clicking on the help button on the bottom right of the page. 

How can I get Discount Codes

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