What is Ketch Outlet?
Ketch Outlet is where you can find all our sale and final sale items. Final Sale items are offered at a significant discount, but please note they are non-returnable and non-refundable.
These items may have minor imperfections, such as slight colour variations or sizing discrepancies. Additionally, limited availability, seasonal clearance, or discontinued styles often mean that these shoes are deeply discounted.
While these factors do not affect the overall quality, we encourage careful consideration before purchase to ensure satisfaction. Looking for something eligible for return or exchange? Visit the original Ketch site.
Shipping, Returns & Exchanges
How do I return my order?
Items purchased on Ketch Outlet are not available for return, exchange or refund.
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?
The fee for shipping in Canada is currently a $12 flat rate or FREE with orders over $150. Shipping and handling is non-refundable.
If you wish to expedite your shipping please contact our customer service team after placing your order. 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 contact our customer service team after placing your order. Processing times still apply.
Please note that Free Shipping codes are not eligible or redeemable for expedited shipping.
What if my shoes are defective?
Although not ideal, these things do happen. If you have received defective merchandise, please contact info@ketchshoes.ca immediately to resolve the issue.
I bought something that was Final Sale, can I return it?
Final Sale items are just that, Final Sale. Returns will not be accepted for items sold at Final Sale prices. This includes items ending in .97, tagged as Final Sale and all socks.
Ordering & Payment
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 and are only applicable to Full Priced items.
Can I return a Final Sale item?
Final Sale items are offered at a significant discount, but please note they are non-returnable and non-refundable.
These items may have minor imperfections, such as slight colour variations or sizing discrepancies. Additionally, limited availability, seasonal clearance, or discontinued styles often mean that these shoes are part of the final sale.
While these factors do not affect the overall quality, we encourage careful consideration before purchase to ensure satisfaction.
Why do some items show Final Sale and New?
Some items in our collections have both new and seasonal colours. These items will show as both New and Sale or Final Sale and will include a price spread. Seasonal items could be on sale or final sale whereas new items will be full price.
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.
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.
Gift Cards?
Shoe Care, Fit & Health
How do I know my shoe size?
See sizing chart available in each product page located just above and to the right of the size options.
Please note: These charts do 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 Foot Glide Foot Care, which may provide a barrier against the chafing.
Stores, Emails and Contact Information
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
- National Day for Truth and Reconciliation
- 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! Full Price only. Join our list here.
Vionic Shoes
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 You a Canadian Company?
Ketch Shoes is 100% Canadian owned and operated. By shopping on ketchshoes.ca you are supporting a Canadian company.
Ketch Shoes is owned by Canadian company Global Shoe Connection located in Richmond, BC.
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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.
