COVID-19 UPDATE: Please note that Canada Post has suspended standard delivery guarantees for their parcel service, so delivery estimates outlined below may be impacted. Canada Post is prepared to adapt to these rapidly changing circumstances and have implemented contingency plans to keep serving the country. We are working to ensure the safety of both Canada Post employees and our staff to ensure we can continue to serve you, our valued customers, in these unprecedented times. 

If you have any questions, please get in touch!

 

Delivery Policy

With the help of Canada Post, we aim to deliver orders within 3 - 5 business days from the time of order. Please note that during our sale/promotional events, 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 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 (note that PO Box delivery addresses are not preferred). If the shipment is being delivered to your home, please ensure someone will be available to receive the delivery. If no one is present to accept the delivery, your purchase will be taken to the local post office for pick-up.

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 the expedited Xpress Shipping provided by Canada Post.

 

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

Please click here for Vionic Refund Policy

We want you to be 100% happy with your purchase, but if you're not, don't worry: we get it. See below for return procedures.

All returns must be authorized by ketchshoes.ca and be returned with a Return Authorization number provided by ketchshoes.ca. Items sent back without proper authorization will be returned at your expense. Please note that Shipping and Handling charges are not refundable. 

 

Returns for unworn merchandise:

ketchshoes.ca is happy to offer free return shipping! Contact us for your Return Authorization Number and Return Waybill on unworn merchandise within 15 days from the original order date. Please note that a $5 restocking fee will be charged for each pair of returned shoes. New, unworn merchandise will be refunded in the same manner it was paid for.

 

* Please note: Sale items will be credited in the form of a ketchshoes.ca Gift Card. Also, FINAL SALE items (all items ending in .97) cannot be returned or exchanged.

 

* Products must be in the condition you received them and in their original box and/or packaging. Merchandise must be returned to ketchshoes.ca within 15 days of receipt of the return authorization number.

 

Returns for defective merchandise:

If you feel you have received defective merchandise, please email us immediately at 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 and undeliverable packages:

Packages refused by the recipient or otherwise undeliverable will be treated as a return, and the customer will be responsible for all associated shipping fees.

If your package is returned due to a failure to receive and you would like it re-delivered, please contact customer service. You will be responsible for all associated shipping fees, including outbound shipping for the second attempt.

 

Price Matching:

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

 

How to return merchandise:

Returns are easy! Just follow these simple steps: 

Please send our customer service team an email at info@ketchshoes.ca for a return authorization number. In your email, please include your order number and reason for returning. Complete the return form and include it with a copy of your packing list (both included with your original order) and the merchandise in the original shipping carton.

Once approved, you'll be asked to mail the product back via Canada Post with a tracking number. Package must be clearly marked with the return authorization number provided by ketchshoes.ca: 

 

ketchshoes.ca
c/o Ketch Shoes
12391 No 5 Road
Richmond, BC
Canada, V7A 4E9

 

Products must be returned in the condition you received them and in the original box and/or packaging. Please do not write on the shoebox, and remember to include all materials found inside the box. Once your return is received, inspected, and approved, your refund will be processed. A credit for the amount of the merchandise will be automatically applied back to your original payment method. Please allow up to 15 business days for your credit to be processed.

 

Please note: ketchshoes.ca is not responsible for packages lost in transit. Our warehouse does not accept "walk-in" returns. Your return will be refused if you visit our warehouse to drop off a return.



How do I go about exchanging my merchandise?

Sorry! At this time, we don't process exchanges. If you would like to return an item for an exchange, please follow the return instructions and then place a new order online. 

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