Frequently Asked Questions
- What payment types do you accept?
- Is shopping on the Internet safe?
- Special order policy
- Who sees my personal information?
- I have a coupon code. How do I use it?
- I'm receiving an error when I try to place my order. What should I do?
- What if I have a question about an order I have placed?
- What if I need to make a change or correction to an order I have placed?
- What if I changed my mind about my order?
- What if I did not receive a confirmation/tracking email?
- What if I don't know my size?
- What if I don't see what I want?
- Do you have a print catalog?
- Do you offer narrow widths?
- Do you stock your inventory?
- How are orders shipped?
- How long will it take to receive my order?
- How do I get free or standard shipping?
- Do you ship internationally?
- How long will it take to receive my international order?
- Do you ship to Canada?
- Can you ship my order to a freight forwarder?
- Can you ship to my hotel or motel?
- What if I'm not happy with my order?
- What if my shoes don't look identical to your photo?
- How do I return items from my order?
- How do I return items from my order if I've worn them or feel they're defective?
- How much of a refund/credit will I receive on my return?
Using your credit card to buy over the Internet can be just as safe as using it to pay for dinner and a movie, as long as your internet merchant takes the right steps to ensure your security. Your personal information and credit card data are encrypted using SSL technology (secure socket layering). This security feature turns on automatically when you begin entering your personal billing and shipping information to ensure that no one has access to it except you and 2BigFeet.com. At that point, most browsers will display a "lock" symbol at the bottom of the screen to verify that the security feature is working. It will also change the page name to "https://..." The "S" stands for SECURE.
Most orders received before 12:00 noon EST are shipped out that day. We make every effort to ship your shoes quickly so you can start enjoying them. Orders received on Saturday or Sunday will be processed on the following Monday. Orders are shipped according to the shipping method you choose at checkout. Air orders ship before standard and free shipping orders. During our busy season (Nov-Dec) our warehouse may not be able to get all orders out the same day. Please take this into consideration when deciding your shipping method at checkout. Please note if your order ships from another warehouse this may change the shipping method and timeline. Manufacturing warehouses will not ship internationally so your order must ship to our 2BigFeet warehouse first and then be forwarded onto you by our staff. Additionally most manufacturing warehouses will not ship through the postal service. In this instance we may change your shipping method from USPS Priority or Express Mail to a UPS option. If you have any questions about your order, it's shipping method, ship from location, etc. please send us an email, engage in live chat, or give us a call.
UPS Ground orders will arrive in 1-6 business days (after the day your item ships) depending on your location. 2nd Day Air and Next Day Air shipments are also available. UPS does not consider Saturday or Sunday to be shipping days. If you need a package to arrive on Saturday, please call us for accurate shipping information. Free and standard shipping orders can take up to 2 weeks for delivery.
Our system automatically calculates your shipping based on your zip code. After entering your zip code and clicking the "Recalculate" button our system will display the available shipping options below. In some cases, Next Day Air and Next Day Air Saver may not be available in your area. In this case, our system will not display them as options. You can then hover over each option to see estimated delivery times.
All orders that must ship to a P.O. box, A.P.O box, or P.P.O box must be shipped via the U.S. Postal Service. UPS cannot deliver to a P.O. Box. The shipping charge for these services is calculated automatically in the shopping cart.
Socks, insoles and other small items may be shipped USPS Priority or First Class Mail to save you time and money. Large packages with free or standard shipping may, on occasion, ship via USPS Parcel Post or UPS Surepost.
International orders are shipped according to the shipping option you choose at checkout. Most often they ship by United States Postal Service Priority Mail or Priority Express Mail. Generally we do not recommend UPS for international orders unless time is important. UPS will charge brokerage fees that are payable directly to UPS by you and are not included in the shipping cost. Here is more information regarding UPS brokerage fees. (for UPS Standard shipment option to Canada)
2BigFeet.com is a member of the UPS E-tailer Brokerage Plan. This means if your order with us is less than $199.99 CAD then your brokerage fee should be $10 CAD. Visit our Canada Shipping Page for more information.
Once your order has shipped you will receive a tracking email. If your order ships UPS to Canada, UPS will contact you to arrange payment for brokerage fees, duties, and taxes.
Shipping times vary depending on the service. Our most popular shipping method, UPS Ground, generally delivers 1-6 business days after the day your order ships. Most* in-stock orders placed before 12 noon EST ship the same day. You will receive an email confirmation with a tracking number when your order ships.
*Orders are shipped according to the shipping method you choose at checkout. Air orders ship before standard and free shipping orders. During our busy season (Nov-Dec) our warehouse may not be able to get all orders out the same day. Please take this into consideration when deciding your shipping method at checkout.
UPS Ground estimated delivery times are below. Most orders ship from our warehouse in LaGrange, GA (unless otherwise noted on the product page).
UPS does not guarantee delivery times when delays are the result of adverse weather conditions.
UPS does not deliver on Saturday (without extra fees) or Sunday. Orders placed on Saturday, Sunday or a major holiday will not be shipped until the following business day. You can view the UPS holiday schedule on their website.
If you choose USPS (United States Postal Service) Priority Mail within the United States then you should receive your package within 2-4 days. For Express Mail within the United States you should receive your package within 1-3 days. If you're unsure how long Express Mail will take to your location please give us a call. This time frame is from the date of shipment, not from the date of order placement. Please note that the USPS does NOT guarantee Priority Mail time frames, they are only estimations. Insurance up to $50 is included in Priority Mail shipping options. If you'd like us to ship your order via USPS please call to purchase insurance(if desired). We are not responsible for packages once they have left our warehouse.
Priority Mail to a military (APO, PPO) address is estimated at 10-14 days. If you are stationed near a major military hub for your region then you may get your package sooner. For military addresses you may consider Express Mail if time is of the essence and this service is available to your location.
For international orders, Priority International estimates 6-10 days while Express International estimates 2-5 days. The estimated time is how long it takes from the date they receive your package for shipment until the date your Country's border receives the package. At that point your shipping time-line depends upon your Country's customs system and your Country's mail system. Once the package is in your Country you will need to contact your mail system for tracking and delivery information. Please note that over-sized parcels are not eligible for all shipping options. First Class Mail is an option for packages under 4 pounds and under $400 in value. First Class timeline varies by destination.
UPS Standard to Canada takes an average of 5 to 7 business days depending on your location. UPS Standard also incurs brokerage fees. Visit our shipping page designed just for our Canadian customers. UPS Worldwide Saver offers next business day delivery to Canada, delivery in two business days to Europe and Latin America, and delivery in two or three business days to Asia. UPS Worldwide Express offers overnight delivery guaranteed by 10:30 a.m. where UPS Worldwide Express® service is available.
We offer free shipping for orders that subtotal $100 or more within the 48 Contiguous United States. For orders that subtotal less than $100 we offer $7.00 standard shipping within the 48 Contiguous United States. At this time this offer is not available to Alaska, Hawaii, Puerto Rico, Military Addresses (APO/AE/EE/etc), PO Boxes, or Internationally.
The free shipping offer is automatic once your shopping cart value reaches $100, no coupon needed! To take advantage of the $7.00 standard option just select the circle next to that option in your shopping cart.
Orders with this shipping option will ship via the method that is most economical for us. This may be UPS Ground, USPS Priority Mail, USPS Parcel Select, or UPS Surepost. If time is of the essence then please take this into consideration when choosing your shipping method. Please provide a street address with this shipping option. If you have different addresses for UPS and USPS deliveries you may provide them both as your order could ship with either courier.
Please see our Satisfaction Guarantee.
Product images displayed on 2BigFeet.com may differ slightly from the product you receive. Due to the nature of natural, tanned leather no two pair of shoes will be identical. Also, slight changes in the outsole or material may be made after photos are taken. If you aren't happy with your order and the item is in new, unworn condition you can return it following our return instructions.
Follow our step-by-step return instructions. You can also download and print a new Merchandise Return Form if you do not have the one included in your shipment. If you feel you received an incorrect item please contact us via phone, live chat, and/or email.
We only accept returns in new, unworn condition within 90 days of purchase. If you feel an item you purchased is defective send us an email and we'll contact the manufacturer for you. Most manufacturers offer some type of guarantee on their products as long as they weren't damaged by improper use. The inspection process takes several weeks and we'll go into detail after we are contacted by you. To expedite this process please email us with photos of your shoes (include a photo of the bottom sole, a photo of the top of the shoe, and a photo of the problem area) and your order number. Our email address is email@example.com. Please note worn returns covered under manufacturer's warranty are replaced by the same shoe, or store credit may be used toward a new purchase.
You will receive a credit or refund in the amount you paid less any applicable shipping, processing, or restocking fees. If you choose to exchange for another product, this credit will be applied toward the exchange.
If you are exchanging for the same product in a different size or color and the product you are exchanging for is the same retail price (before any promotions or coupons) as the product you returned, you will receive an even exchange, provided your return followed the posted return instructions.
Sometimes, email from 2BigFeet may end up in your SPAM folder. Check your Junk Mail or SPAM folder for the email. If you find it, mark it "NOT Spam."
Please ensure you add firstname.lastname@example.org and email@example.com to your address book.
Measure your shoe size with our Size Chart. The brands we carry should roughly fit in line with this Brannock device tool we've formatted for you so that you can size yourself at home. Follow the instructions carefully. Sometimes widths are confusing, B, D, E, what does all this mean? Men's shoes come in different widths characterized alphabetically. A, B, C are narrow, D is a medium width, the more Es you have the wider the foot. i.e. 2E, 4E, 6E, etc.
We are adding to our selection as fast as we can, so if you don't see what you're looking for, check back soon. If you are aware of a shoe company that makes large sizes, please let us know and we'll contact them.
Most importantly, we want to make you happy. If we can't help you, we will try to find someone who can. Just give us a call.
We will be glad to order any shoe made by the manufacturers we carry. Unfortunately, we do not accept returns or exchanges on special orders.
When you place an order with 2BigFeet.com, your personal information is secured and transmitted directly to us. We use that information to verify your credit card information and get your order to you. That's it. If you choose to sign up for our newsletter, we will send approximately one email per month regarding new additions, specials, etc.
We promise to never ever give out our customers' personal information to anyone (unless they're holding a warrant!)
About mailing lists, etc., we don't buy our customers, and we won't sell our customers... Period.
Yes, we try to stock every shoe you see on our site. If you have been shopping for a while on the Internet, you might have noticed that many online retailers of shoes drop-ship their goods directly from the manufacturer, or they have a retail store that supplies their inventory.
We try to stock everything we sell. Sure, it would cheaper for us to drop-ship them, but it's better and faster for our customers if we warehouse and ship our products ourselves. If we are out of stock in the item you order we will drop-ship it directly from the manufacturer to your door to save you time.
Just send us an e-mail, engage in live chat, or give us a call. We'll be glad to answer any questions you might have.
If you discover you need to make a change or correction to your order please call us as soon as possible or email us with the corrected information. Please note that UPS will research incorrect shipping addresses. If they are able to locate the correct delivery address then they will charge an address correction fee. (usually $13.00, but UPS rates may vary and/or increase) That fee will be passed onto you and you will receive email notification from 2BigFeet. Please ensure the accurate shipping address is provided at checkout to avoid the UPS correction fee. If UPS is unable to locate the correct delivery address then the package will be returned to 2BigFeet and shipping costs for the order will not be refunded. If you need to correct a shipping address provided with your order please contact us immediately so we can try to edit your order before shipment.
If you need to make other changes such as a different style, color, or size, please call us as soon as possible. We will make every effort to alter your order for you before it ships. If your order has shipped it cannot be changed or cancelled. We can sometimes change an address after shipment (with UPS courier only), but that usually carries additional fees. (currently around $17)
Again, just pop us an e-mail or give us a call. We'll be glad to change or even cancel an order you've placed as long as it hasn't shipped yet. Once the package leaves our warehouse we are unable to cancel it. If your order is drop-shipping we will have to contact that warehouse to request a cancellation. If the order is already in picking/shipping status we will be unable to cancel it with the manufacturer.
We accept Visa, Mastercard, Discover, American Express, PayPal, and money orders / cashier's checks. When paying by cashier's check, money order, etc. please allow time for payment to clear the bank before goods are shipped. We do not ship C.O.D. and we do not accept company purchase orders.
If your error is based on your payment method you have a few options: you can call during business hours and place your order by phone; you can contact the bank that issued your credit card to determine why the charge was declined; or you can use another payment method such as Paypal. You should NEVER, under any circumstances, send your payment information via email. Email is not a secure form of communication for sensitive information such as credit card numbers.
If you're receiving other errors, such as billing address errors, please double check the accuracy of the information you entered for your order. The billing address you entered must be an exact match to the billing address on file with your credit card company. If you can't resolve the problem please give us a call during business hours so we can assist you.
If you're receiving an error related to your zip code that states something like, "the zip code used to calculate the shipping has changed, please return to the order page" then please read the following. When you add an item to your shopping cart you're requested to enter your zip/postal code to calculate shipping. The zip code on this page doesn't match the shipping zip code you're entering on the next page for addresses/billing. Go back to your shopping cart, enter the correct zip code for the shipping address, click recalculate, proceed to check out. Shipping is calculated based on the shipping zip code so these must match since this was the basis of your shopping cart quote.
First add the products you'd like to purchase to your shopping cart. When you have finished shopping with us and have your shipping option calculated and selected in your shopping cart, then you may enter your coupon code in the coupon code box on the shopping cart page. After you have typed in your coupon code, click "apply coupon". If the coupon is valid the amount will show as a deduction on your shopping cart page. Only one coupon code may be redeemed per order. Sales are not retroactive - they begin and end on the dates specified. Sales are valid on orders placed on our website during the dates specified for each sale. If you have any questions please give us a call.
Please note, we have had an increasing number of complaints from customers that there were coupons on popular "deal" websites that did not work. The problem is that these websites often do not have the correct expiration date, so they are listing coupons from two or three years ago as active. To help our customers, we have created a 2BigFeet Coupon Codes page as the official source for 2BigFeet coupon codes and promotions.
Our inventory changes daily and we are constantly adding new brands. We therefore do not offer a print catalog. Our website is the best way to keep our inventory quantities up to date to make it easier for you to shop with us.
Most manufacturers do not offer narrow widths above size 13. We do have a few brands that offer select styles in narrow (B) widths up to size 16 and a couple styles to size 17 or 18. Please visit the pages for Dunham, New Balance, and Propet.
We ship to most major countries. Add your selected items to your shopping cart, choose your country from the drop down menu, enter your postal code, then click "recalculate" to view shipping options available to you. Don't see your country listed? Send us an email and we can see if it's possible to ship to you. For international orders (orders outside the US and Canada) the billing and shipping addresses must match.
Please note: Your country's Customs department may levy additional fees, tariffs, or taxes on your order. We fill out all the appropriate paperwork, including the cost of goods sold. Please check with your country's Customs department to inquire about any potential fees for receiving International packages. Unfortunately, we are not able to mark orders as a gift or reduce the amount on customs declarations as it is illegal to falsify federal documents. We understand your country may impose extra taxes or levies on your order, but we cannot break US laws to save customers on taxes in their country. There are no exceptions. We appreciate your understanding.
Yes, we ship to Canada often. We've created a page just for you.
We can ship to a freight forwarder of your choice. Your billing address must still match the billing address for your method of payment. Be aware that 2BigFeet, LLC is not responsible for packages once they leave our warehouse. We cannot be held responsible for packages lost, stolen, or damaged by the freight forwarding company you choose to use.
Unfortunately we cannot ship to hotels, motels, or resorts where you may be staying on business or vacation. We can certainly ship to your home billing address so that your order is waiting when you return.
What our customers have to say
Everything is going well with the shoes and I'm really impressed with the attention the customer gets - it seems like we're not "just another order," but actually cared... - Craig in Ohio
Just wanted to let you know that the shoes arrived on time and fit beautifully... The next time we need shoes we will contact 2bigfeet first!... - Deb in Colorado