Please refer to our Shipping and Returns page for more information. 

Sorry, we don't currently offer exchanges. Please refer to our Shipping and Returns page for more information.

Vionic offers a 30 Day money back guarantee – see here. Unfortunately, this guarantee only applies to Vionic shoes. 

All other shoes must be returned unmarked, without signs of wear or tear. Note that fit issues should be resolved before you remove tags or wear your shoes outside. If you have doubts about the fit, we recommend wearing your new shoes indoors first to be sure. 

Oh no! If you've received defective merchandise, please contact us immediately to resolve the issue.

Sorry: when we say Final Sale, we mean it. We don't accept returns for items sold at Final Sale prices. 

Please note that ketchshoes.ca is happy to price match any products that have gone on sale (on ketchshoes.ca only) within 5 days of original purchase (date on receipt/order confirmation).

Returns are typically processed within 7-15 business days of our warehouse receiving the physical merchandise. 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.

For safety reasons, our warehouse does not accept in-person returns. Please don't attempt to drop off returns at our warehouse.

For additional information, please visit our Shipping and Returns page.

If you're returning a gift purchased on ketchshoes.ca and are not the original purchaser, you can exchange the product for an e-gift card for the value of the item to be redeemed at ketchshoes.ca. 

Note: e-gift cards are not eligible for return.

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

If you have a discount code that you'd like to redeem, enter it in the "Gift Card or Discount Code" box in your shopping cart during checkout.

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.

If you've changed your mind, there might still be time! To cancel your order within 24 hours after placing it, please contact us directly at 1-877-322-1941.

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

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

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

Sezzle is a payment option that allows you to split the cost of your purchase over four installments. Learn more here.

Unfortunately, if you received a fraud warning message or a message that your credit card was declined, this means your card was declined by our processing system. We do not give details as to why your card was declined. 

We recommend that you contact your credit card issuer or your banking institution for details. 

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

If your credit card was declined by our system, you might 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 payment, 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 with more information.

Shipping within Canada (via CanadaPost) is currently a $10 flat rate for orders under $150 and free for orders over $150. Shipping and handling are non-refundable, sorry.

For expedited shipping, please choose that option at checkout, but note that you will be charged market rate. 

Free shipping codes are not eligible or redeemable for expedited shipping.

That depends on where you live, but it should take 3-7 days to receive your order. If you'd like expedited shipping, please choose that option at checkout.

Sorry! Ketch ships within Canada only. 

See our general sizing chart here.

Please note: This chart doesn't guarantee shoe size conversion—it's a guide, not a rulebook! If you're unsure of your size, check with our expert fit guides at fitguide@ketchshoes.ca

Our phone number is 1-877-322-1941. Our business hours are Monday - Friday from 8:30 AM to 4:30 PM Pacific Time.

Our team is unavailable on the following holidays:

    Family Day

    Good Friday

    Victoria Day

    Canada Day

    BC Day

    Labour Day

    Remembrance Day

    Christmas Day

    Boxing Day

    New Year's Day

We get it. Sometimes you want to try shoes on before you commit! Please get in touch if you'd like to find where you can try a specific style.

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

Plus, your next order ships FREE. Join our list here, and check your inbox for the Free Shipping code. 

Make sure you've clicked the link in your welcome email that allows us to send you emails. Your 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 are only sent to new subscribers, sorry.

We're here to help! Feel free to contact us anytime—just click on the blue Help Button.

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.

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

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

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.

Please click here to view our e-Gift Card Terms and Conditions.

Regular footbeds are designed to provide a cushioning effect and absorb shock. They may feel comfortable at first, but they don't address the biomechanical cause of excess pronation.

Orthotics provide some degree of shock absorption, but more importantly, they are functional. Orthotics are designed to help you reclaim your footprint by supporting natural alignment from the ground up. 

You don't need to have a foot problem to benefit from wearing orthotics! It's estimated that over 70% of the population suffers 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.

The following people may see significant benefits from wearing orthotics:

1. People over 50: As we get older, the muscles and ligaments in the foot weaken, as do the bones due to calcium reduction. The fatty padding under the foot also thins out, which means less protection and cushioning for the bones, especially 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.
2. People who are on their feet all day: People in many industries, including factory workers, nurses, teachers, and retail workers, are required to stand on their feet for hours each day. Hard, unforgiving surfaces like concrete and asphalt can take their toll after prolonged standing, even on young and healthy people! The most common complaints include tired, aching feet and legs as well as lower back pain. Women who are required to wear shoes with heels often suffer from pain under the ball of the foot (metatarsalgia) and/or aching legs.
3. Runners & athletes: Athletes place so much strain on their bodies, and ground reaction forces are much higher (up to 4 times a person's body weight). This makes biomechanical injuries more often the rule than the exception. Orthotics can help prevent 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!
4. High-heel wearers: Most women know that high heels are not healthy for their feet; however, many women do wear them. Common symptoms caused by wearing high heels include pain in the back of the legs (and shortening of the calf muscles over the long term), ball of the foot, under the arch and the heel. Vionic Slimfit orthotics are specifically designed to reduce discomfort associated with heeled shoes and sandals.
5. Pregnant or overweight people: Excess weight worsens the effects of pronation and its related pains. Proper alignment and support are crucial for those carrying additional weight, which adds stress on the feet, ankles, knees, and back.

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

EVA's key advantage is that it is both supportive and flexible! 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. They are firm enough, though, to realign the foot and allow you to reclaim 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.

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

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.

Your orthotic may be 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.

Our orthotic inserts are covered by 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.

Most of our shoes are leather and should be cared for accordingly—they're durable, but they're not indestructible! 

Our most important tip, though? Find a cobbler you love, and your shoes will last for years to come. The best shoe care advice will always come from a professional!

If the weather calls for it, choose rain or snow boots instead, and make sure to note whether your new shoes are weather-resistant, water-resistant, or waterproof. Either way, we recommend using an all-weather protector every 8 -10 wears.

Finding shoe polish that matches your footwear exactly can be tricky. For the biggest selection of colour polishes, check out your local cobbler or shoe repair. 

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

We DO NOT recommend:

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

Eliminate odour and effectively clean and deodorize footbeds by stopping cell growth and multiplication of bacteria and fungi, which can cause odour and itchiness.

Preventative measures are always best! But if you do find your sandals have taken on an odour, 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.

We recommend applying a blister protection product on your skin, such as FOOTGLIDE Foot Care, FAB FEET BLISSTICK or BAND-AID Friction Block. Products like these may provide a barrier against the chafing.