Shipping and Returns
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 or holidays, your delivery may take up to 7–10 business days, and Express or Expedited shipping may not be offered so as to avoid wait times.
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.
Ketch offers Free Shipping on orders over $150 and Flat Rate Shipping of $10 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 Shipping provided by Canada Post.
Please Note: Like many businesses, we are not exempt from increasing global costs. As a consequence, we have had to adjust our Free Shipping threshold from free over $100 to free over $150. This change will take effect immediately.
Tracking Your Order
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 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 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 Gift Card. Also, FINAL SALE items (all items ending in .97), Foot Glide, and Empire products 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 Return Waybill.
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.
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 visit our Returns + Exchanges Portal for a 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:
c/o Ketch Shoes
11828 Machrina Way
Canada, V7A 4V1
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 as per the above parameters.
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?
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.