Delivery Policy
We aim to deliver orders within 4–7 business days*. For expedited shipping, please contact our customer service team after placing your order.
*Choosing expedited shipping methods does not decrease order processing times.
Please allow a 24–48 hour processing time for all orders. Delivery time is calculated from time of shipment confirmation email. During our sale/promotional events or holidays, your delivery may take up to 7–10 business days.
Upon placing your order, you'll receive an automated confirmation email confirming receipt of your order. A subsequent shipping confirmation email containing your tracking number will be sent once the order is dispatched.
To guarantee your purchase's safe arrival, please ensure your shipping address is complete and accurate. Please note that we cannot deliver to P.O. Boxes.
Ketch offers:
- Free Shipping on orders over $150.
- Flat Rate Shipping of $12 on orders under $150.
New email subscribers with free shipping code: Please enter the discount code at checkout. This code entitles you to free standard shipping but does not apply to expedited shipping.
Ketch is responsible for all shipped goods up until the shipping company demonstrates receipt of goods. Once the courier has accepted the package & scanned the goods, responsibility is in the hands of the shipper.
Once a package is confirmed delivered by our carrier (including photo proof), responsibility for the package transfers to the customer. We cannot be held liable for theft or loss after delivery.
If you believe your package was stolen, please check with neighbors, file a report, and contact us — we’ll do our best to assist.
Tracking Your Order
When your online purchase is complete, you'll receive an email order confirmation. Once your order has been dispatched, you will receive another email with tracking details.
If you have any questions about your online order, please email us at info@ketchshoes.ca or call 1-877-322-1941.
Refund Policy
Items purchased on Ketch Outlet are not available for return, exchange or refund.
Returns for Defective Merchandise
If you feel you have received defective merchandise, please contact info@ketchshoes.ca.
Authorizations will be granted on shoes acknowledged as defective within 60 days from the date of delivery.
Our coverage policy on worn items includes our shoes and boots for 60 days from the time of purchase by a customer and requires an order # or proof of purchase for shoes that we have deemed damaged due to a manufacturing defect.
Authorizations will not be granted for problems we deem to be the result of normal wear and tear or abuse of the shoes.
Refused or Undeliverable Packages
Packages that are refused by the recipient or are undeliverable due to failure to receive on the recipient's part or incorrectly entered address information will be treated as a return when received by ketchshoes.ca, and the customer will be responsible for all associated shipping & restocking fees.
If your package was returned to ketchshoes.ca due to a failure to receive, and you would like it re-delivered, please email us at info@ketchshoes.ca to get in touch with our Customer Service Team.
You will be responsible for all associated shipping fees, including outbound shipping for the second attempt.
Price Matching
Items purchased on Ketch Outlet are not available for price matching.
