WHAT PAYMENT OPTIONS DO YOU OFFER?
We’re happy to accept Visa and Mastercard. Not for you? We also offer payment through PayPal or in installments through Afterpay.
WHAT IS AFTERPAY?
Afterpay is a payment system that allows you to buy now and pay later! It works by splitting your purchase into 4 separate payments over two-week intervals with zero interest. You can read more about it here.
HOW DO I FIND MY ORDER NUMBER?
Starting with CA and 8 digits long, your order number can be found on your order and shipping confirmation emails, your packing slip, and in your order history if you were signed in when you checked out. If you weren’t, no problem! Give us a ring at 1-855-712-9400 or an email at customercare@nativeshoes.com—we’ll be happy to do some digging for you.
I’M HAVING TROUBLE CHECKING OUT DUE TO AN ERROR.
Please double check that the billing address you’re entering for your order matches the credit card you’re using and try again! If you’re still having trouble, please reach out to us at 1-855-712-9400 or over our live chat.
I MADE A MISTAKE! CAN I MODIFY OR CANCEL MY ORDER?
Unfortunately, we are not able to facilitate any cancellations or modifications once an order is placed as our system begins processing the order immediately.
I WAS SENT THE WRONG ORDER OR A DAMAGED ITEM. WHAT NEXT?
Oh no! Please email us at customercare@nativeshoes.com with your order number, a photo of the shoes in question, and the packing slip enclosed. We’ll take it from there and make this right for you.
MY ORDER IS BEING RETURNED TO SENDER. WHAT CAN I DO?
Please contact us as soon as possible, preferably by giving us a ring at 1-855-712-9400 or over our live chat. We’ll be happy to see how we can support you on this!
MY ORDER IS SHOWING AS DELIVERED BUT I CAN’T FIND IT. HELP!
Sometimes, our shipping partners update their scans before they’re able to deliver your parcel. We ask that you please wait 24 hours from the “delivered” scan as the parcel could still be on its way to you. In the meantime, we recommend doing a search around your house or apartment as they may have left it at your side-door or concierge. If you’re unable to find it, please contact us and we’ll take it from there!
CAN I ORDER FROM OUTSIDE OF CANADA?
Absolutely! Partnering with Global-E, we are so happy to offer International shipping, specific to your region, shopping in your own local currency and even the ability to pre-pay duties at checkout. Simply click on the flag at the bottom of any webpage to select the country you would like to ship to.
Have any additional questions about International orders? Reach out to us at customercare@nativeshoes.com, and feel free to get more information from our International Customer Care partner Global-E directly through their Help Center.
WHAT SHIPPING OPTIONS DO YOU OFFER?
We are happy to offer free standard shipping on all orders within Canada, shipping from our warehouse in British Columbia, with an estimated delivery time of 5 - 8 business days. If an order is placed after 12 PM, on a weekend or holiday, it will begin processing the next business day. Please note that you may see shipping time frames widen due to delays surrounding COVID-19. At this time, we do not offer shipping to APO/FPO/DPO addresses. While PO Boxes are permitted, please note that Express Shipping will not be available for such orders.
Need your order a bit faster? We are glad to offer Express Shipping for $24.99 which delivers in 2 - 4 business days after processing.
SHIPPING DELAY NOTICE - CANADA
At this time, Canada Post is still delivering parcels, but please expect some shipping delays due to the ongoing circumstances around COVID-19 as they work with the safety of their teams and your community at the forefront. Still have questions? Contact us through our page here. We’ll be glad to help!
WHEN CAN I EXPECT MY ORDER TO ARRIVE?
Once placed, orders will be processed within 1 – 2 business days and delivered within an additional 5 – 8 business days using our free standard ground method! If an order is placed on an evening, weekend or holiday it will begin processing the next business day.
WHO WILL DELIVER MY ORDER?
We currently ship with Canada Post.
HOW CAN I TRACK MY ORDER?
Once your order has shipped you will receive an email with your tracking information! Your tracking information can also be found by logging into your Native Shoes account.
Can’t find this information? Give us a shout and we’ll take a look on our end.
CAN I SHIP TO AN ADDRESS DIFFERENT FROM MY BILLING ADDRESS?
Definitely! During checkout, you’ll be given the option to choose a delivery address separate from your billing address. Click that and you’ll be on your way! However, the country of the address you’re shipping to must match the website you are shopping on.
CAN MY ORDER BE RE-DIRECTED TO A DIFFERENT ADDRESS ONCE IT HAS SHIPPED?
Unfortunately, not! Once your order has shipped it will be delivered to the address originally provided.
WILL MY DELIVERY REQUIRE A SIGNATURE?
Our deliveries do not require a signature. However, for some high traffic areas or apartment buildings, we know this can be super helpful! If you would like to put in a request for signature required, please contact us as soon as you’ve placed your order over our live-chat or by phone at 1-855-712-9400. We’ll be happy to see if our warehouse can arrange it for you!
WHAT IS YOUR RETURN POLICY?
We are happy to provide 30 days from the day you receive your order to return any regular priced shoes. Your order will arrive with a prepaid Canada Post label that can be affixed to that original shipping bag, or another type of packaging if needed, and dropped at your nearest Canada Post location or drop-box.
All returned shoes must be in unworn condition in their original shoe box with their tags attached. To keep your shoes in tip-top condition when trying them on, we recommend doing so on indoors on a soft surface!
Please note that we will not be able to accept back returns on shoes with their tags detached, without their original shoe boxes, that show signs of outside wear, or that were purchased in the Last Chance section.
HOW DO I RETURN AN ITEM PURCHASED FROM YOUR GASTOWN LOCATION?
We do not accept store returns to our warehouses. Please reach out to our Gastown store directly through their phone number (604) 800-8630 and they’ll be glad to help!
HOW DO I EXCHANGE AN ITEM?
We do not currently offer exchanges, but would be happy to arrange a return and reorder. Simply use that prepaid label to send your shoes back to us. Once received at our warehouse, your refund will be processed and issued in 10 – 14 business days. Please feel free to place your new order whenever is best for you!
I LOST MY LABEL. HOW CAN I GET A NEW ONE?
Oh no! Please request a new label through our Return Label Request Form here.
I RECEIVED SHOES AS A GIFT AND WOULD LIKE TO RETURN OR EXCHANGE.
Unfortunately our system does not currently support exchanges, but we would be happy to arrange a return and reorder. This policy applies to all purchases, including gifts. In order to arrange a return and reorder, please contact the original purchaser. They can let you know the order details, and we will be able to take it from there. Thank you for your understanding!
Have questions about whether your order is returnable or not? Don’t hesitate to reach out with your order number here.
Please note that we are only able to accept back returns on shoes that have been purchased through our online shop. Any shoes that were purchased through another retailer must be returned through their shop and in line with their store policies.
WHEN WILL I RECEIVE MY REFUND?
Once received back at our warehouse it takes our teams 10 – 14 business days to process and issue your refund. Once issued, you will receive an email notifying you and can expect to see those funds posted back to your credit card in the next 3 – 5 business days.
MY CREDIT CARD NUMBER HAS CHANGED. HOW CAN I BE REFUNDED?
As long as you are still with the same bank, your credit card will be linked to the same account and you'll receive your refund as normal.
CAN I RETURN LAST CHANCE ITEMS?
All shoes purchased from our Last Chance section will be marked final sale at checkout and are not eligible for return.
WHAT IS YOUR WARRANTY POLICY?
We are always happy to extend a warranty against any manufacturer defect in materials or workmanship for up to a year from the day your shoes are received. In order to submit any and all warranty claims, we do require both a proof of purchase and images of the issue. Claims submitted without these details may not be accepted by our teams. Please note that Native Shoes reserves the right to decline any warranty for any reason.
Please note that issues related to fit or sizing are not covered under our warranty. To make sure your shoes are right for you we recommend trying your shoes on indoors on a soft surface before removing any tags or disposing of any packaging.
HOW DO I PROCESS A WARRANTY?
If your shoes were purchased through our online shop or one of our Native Shoes locations, please fill out our Warranty Form here. We’ll be in touch as soon as possible!
MY SHOES WERE PURCHASED THROUGH A DIFFERENT RETAILER. HOW DO I PROCESS MY WARRANTY?
If your shoes were purchased through another retailer, please reach out to them directly as they should be able to support you with a warranty exchange or a refund. If they were unable to support, please fill out our Warranty Form here.
HOW CAN I FIND OUT WHEN A PRODUCT WILL BE RESTOCKED?
We restock our core colors about twice every season, while many of our prints and specialized colors are seasonal releases and will not be restocked. However, you’re always welcome to live-chat us or email us at customercare@nativeshoes.com with the product link, size you’re after, and country you’re located in so we can take a peek into things from our end for you!
CAN I BUY A HALF SIZE?
In an effort to make only what we need, the majority of our shoes are only carried in full sizes. However, we do have limited styles available in half sizes such as the Mercury 2.0 Liteknit and the Apollo 2.0.
CAN I BUY A SINGLE SHOE?
Unfortunately not! We only offer pairs for purchase.
CAN I PLACE AN ORDER FOR A SHOE NOT YET IN STOCK?
We’re so happy you’re excited enough to ask! However, we do not currently offer pre-orders or the option to reserve stock in advance.
CAN I PLACE A CUSTOM DESIGN ORDER?
We do not offer custom design orders, but we’d love to hear about your ideas! Don’t hesitate to share them with us through the link here.
CAN I ORDER REPLACEMENT LACES OR INSOLES?
We do not currently offer replacement laces or insoles—but we are working on it! Stay tuned.
ARE ALL NATIVE SHOES THE SAME WIDTH?
The width of our shoes does vary between styles! Have a wider foot? Check out the Miles. Have a narrower foot? Try the Jefferson or Jericho. Still have questions? Give us a shout here.
ARE NATIVE SHOES NON-SLIP?
Our shoes are not certified non-slip. Please adventure safely!
WHAT IS EVA?
EVA is the shorthand for ethylene-vinyl acetate. This material naturally molds to your feet, giving each step a cool and cushy feeling. Our EVA shoes are lightweight, shock absorbent and, hand-washable using lukewarm water and gentle soap. Added bonus – they're naturally odor-resistant thanks to their closed-cell surface that keeps smelly bacteria from hanging on.
DO NATIVE SHOES CONTAIN ANY HARMFUL INGREDIENTS?
We’re so proud to say our shoes are REACH, CPSIA, and Prop 65 compliant. They are also BPA and phthalate free, and don’t contain hazardous materials such as formaldehyde or formamide.
HOW TO CARE FOR EVA SHOES:
EVA shoes can be hand-washed using lukewarm water, gentle soap and a washcloth or soft brush. Using a towel, pat excess water off and leave them to dry completely in a cool and shaded area.
Our shoes are formed using heat and so can be deformed by it as well! For these reasons, never put your EVA shoes in the washing machine, dryer, or dishwasher. Since they are heat sensitive, we also recommend keeping them out of direct sunlight when off the foot and never leaving them in the car on a hot day.
HOW TO CARE FOR NON-EVA SHOES:
Follow these steps for keep your soft-top, non-EVA shoes looking as good as new!
1. When shoe is completely dry, remove surface dirt with a soft-bristled brush.
2. Remove the insole and set aside.
3. Quickly run lukewarm water over the outer surface of the shoe.
4. Using a cloth or soft-bristled brush with gentle soap, rub dirt off in light circular motions. Don’t scrub too hard as this can damage your shoes!
5. Rinse your shoes under lukewarm water and repeat until they are clean, and the soap is completely rinsed out.
6. Pat off excess water with a towel and set aside to air dry away from direct sunlight and heat.
WHERE DOES THE NAME NATIVE SHOES COME FROM?
Native Shoes was named out of love for our community and the place we call home. We are not an Indigenous-led company, and we honor that the brand was founded and is currently headquartered on the stolen territory of the Musqueam, Squamish and Tsleil-Waututh First Nations. We are aware that the positive intent with which our brand was named over a decade ago may not always reflect the impact of our brand identity today. We are currently reflecting on who we are as a brand, working with an Indigenous consultant to facilitate open and honest conversations with the Indigenous community around our brand identity and impact. We also have forged partnerships with a number of incredible Indigenous-led organizations working to create positive impact, reconciliation and youth opportunities here in Vancouver and further afield. We're excited to work with some amazing changemakers and Tiny Activists, and look forward to sharing our learnings and progress as we work to create lasting and meaningful change.
WHERE ARE NATIVE SHOES MADE?
We are currently working with factories in China and Vietnam to produce all the shoes in our collection. We pride ourselves in our factory conditions and have stringent ethical practices in place, including the prohibition of forced labor, regulation of wages, and monitoring of working hours. We have great relationships with our teams on the ground and make several trips a year to develop new products and ensure proper conditions are being maintained.
WHAT IS ANIMAL FREE?
Animal Free has been an integral part of our DNA since day one. Not a single hair nor hide on any animal, anywhere, has been used in the creation of our product. We are proud of that and have been awarded the PETA Approved Vegan certification. Animal Free means respecting our animal and human friends equally.
ARE NATIVE SHOES RECYCLABLE?
Yes! We are currently accepting worn out Native Shoes for recycling as part of The Native Shoes Remix™ Project. You can read all about that and our recycling options process here.
How do I know my size? What do the M and W mean?
All our shoes are unisex and you will see that they are offered in both men’s and women’s sizing. The “M” indicates a men’s size while the “W” indicates a women’s size. For example, 6M8W would mean the shoe is a men’s 6, which is equivalent to a women’s 8!
What about C and J sizes?
We have split our children’s shoes into two categories, Child and Junior, and use C and J for shorthand! For example, “C7” means Child Size 7 and “J4” means Junior Size 4, which equates to a men’s size 4 as well.
LITTLE KIDS SIZING
BIG KIDS SIZING
ADULT SIZING
CUSTOMER CARE
Call us at 1-855-712-9400 Monday through Friday from 6:00AM PST – 5:00PM PST.
Live-chat us Monday through Friday from 6:00AM PST – 5:00PM PST.
Email us anytime at customercare@nativeshoes.com.
INTERNATIONAL ORDER SUPPORT
Have any additional questions about International orders? Reach out to us at customercare@nativeshoes.com, and feel free to get more information from our International Customer Care partner Global-E directly through their Help Center.
PRESS
For any media enquiries, please email our Press team at press@nativeshoes.com.
INFLUENCER MARKETING
We’re delighted that you want to work with us! Please email our social media team at socialmedia@nativeshoes.com.
WHOLESALE
If you are interested in becoming a wholesale partner, please email our Sales team at sales@nativeshoes.com
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