Shipping & Returns

With the help of Fedex, we aim to deliver orders within 4–7 business days*. Choose Express Saver shipping for an additional fee with a quicker service of 1-3 business days depending on delivery location (this option will not be available during inventory count periods). *Choosing expedited shipping methods does not decrease order processing times.

Deliveries to remote and rural postal codes that qualify as "beyond destination" will be completed by Canada Post via FedEx.

*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 (note that we cannot deliver to P.O. Boxes). 

Ketch offers Free Shipping on orders over $150 and Flat Rate Shipping of $12 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 the expedited Express Saver shipping provided by Fedex.

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.

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.

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 processed through our Returns + Exchanges Portal. Items sent back without proper authorization will be returned at your expense. Please note that shipping and handling charges are not refundable. 

Returns for Full Price Merchandise 

We are happy to offer free return shipping! Visit our Returns + Exchanges Portal for your Return Waybill on unworn merchandise within 15 days from the delivery 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 allow up to 15 business days for your credit to be processed. 

Returns for Sale Merchandise 

Please note: Sale items will be credited in the form of a ketchshoes.ca eGift Card. Also, FINAL SALE items (all items ending in .97), and socks (Sockette, Le Bon Shoppe) cannot be returned or exchanged. 

Products must be in the condition you received them and in their original shipping carton and shoe box. Merchandise must be returned to ketchshoes.ca within 15 days of receipt of Return Waybill.

Please note that a $5 restocking fee will be charged for each pair of (full or sale price) returned shoes.

Returns for defective merchandise:

If you feel you have received defective merchandise, please visit our Returns + Exchanges Portal and follow the steps for damaged goods. 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.

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). Orders are only eligible for 1 price adjustment. Final Sale items are not eligible for price matching. 

Returns are easy! Just follow these simple steps: 

Please visit our Returns + Exchanges Portal for a Canada Post Return Waybill and follow the steps for an easy return or exchange. Please include a copy of your packing list (included with your return waybill) with the merchandise in the original shipping carton.

Mail the product back via Canada Post with the Return Waybill provided by ketchshoes.ca: 

ketchshoes.ca
c/o Ketch Shoes
11828 Machrina Way
Richmond, BC
Canada, V7A 4V1

Products must be returned in the condition you received them and in the original shipping container and shoe box. Please do not write on the shoe box, and remember to include all materials found inside the box. Once your return is received, inspected, and approved, your refund will be processed as per the above parameters.  

Products that are returned in worn condition and deemed unsellable or with damaged original packaging will not be refunded and will be returned at the customer's expense or donated to charity on their behalf.

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.

We offer exchanges! If you would like to return an item for an exchange, please follow the steps in the Returns + Exchanges Portal to return for anything in our product catalogue. Please note that exchanges do not incur restocking fees.