General Questions

Are your shoes authentic?

Yes. All of our shoes are authentic and come with their original box. Solestop does not sell fakes, variants, or customized products. Solestop.com is listed on the Solepedia.com list of legitimate websites.

Is your business legitimate? How long have you been in business?

Yes, Solestop.com is legitimate business. While we are a small company, we have been in business for approximately 5 years.

Where are you located?

Solestop.com is based in Toronto, Ontario in Canada.

Can you reserve a shoe for me until I can pay for it?

No, all of our merchandise is sold on a first come, first served basis. We cannot reserve shoes without payment.

Can you give me any discounts?

Occasionally, Solestop.com will run a promotional coupon or special shipping offer, but we cannot offer individual discounts outside of these promotions. While we strive to bring you the best products at the most reasonable prices, our pricing decisions are based on the availability of individual products. Products that are more limited, special editions, or hard to find will usually have a slightly higher price than the shoes you can buy at any retailer.

How do I get wholesale?

Solestop is primarily a retail business, however occasionally, we provide small wholesale orders to qualified business customers. if you are interested in wholesale, please email your name, company name, contact information and a list of products you're interested in to info@solestop.com A representative will contact you if we can accomodate your needs. Please note that Solestop is a retail business and cannot provide large quantities at wholesale prices nor can we provide a simple list of wholesale prices. Prices can and do vary based on the items and quantities involved.

How Do you have any stores or locations?

No. Solestop is only a web business and does not have any retail outlets or locations.

I live in Toronto Area. Can I pick up my shoes or drop off a return?

Yes, Solestop does offer local pickup. Please Click Here for more information about local pickups.

Can I get a catalog?

Solestop does not publish a mail-order catalog because the inventory changes too frequently. Solestop.com is updated daily with size and style information and new products and sizes are posted as soon as they are available. We encourage you to check the website for the products you need.

Questions Related to Ordering

How can I get my order shipped to a different address than my billing address?

We strongly recommend and prefer that first time customers send their order to the billing address on file with the card account. We may require you to do so in order to comply with our fraud prevention standards. Orders can sometimes be shipped to a different address, however, we still require the correct, matching address for your credit card in addition to the shipping information.

Your policy states that first time orders must be shipped to the billing address. What do I do if my billing address is a PO Box?

Our preferred delivery carrier, UPS, cannot deliver to a post office box. If your billing address is a PO Box, please provide your street address as the shipping address and the PO Box as your billing address. We must still have the correct billing address in order to process the credit card. If you would like your order shipped to your PO box, we will have to use Canada Post to ship. For more information please see our shipping options.

Your website won't let me choose the size I need. It's not on the drop-down list.

Solestop.com is designed to show only available sizes on the product page. If a size is not listed, then it is sold out and we do not expect or do not know if we can make it restock it. We apologize for the inconvenience and hope that you will continue to check for the size you needed.

Questions Related to an Existing Order

What’s going on with my order? How can I find out?

There are two ways to check the status of your order. First, you can email our Customer Service at info@solestop.com, but we recommend using the website's order tracking system located in your account. This system is available 24 hours a day, 7 days a week for your convenience. Simply login to your account and check the current status of your order.

I saw my order status is "On Hold" What does that mean and what should I do?

If your order status remains listed as "On Hold" for more than 1 business day or you receive an email or telephone call requesting further information. "On Hold" status for more than one business day generally indicates there is a problem with your order or your credit card.

Questions Related to Shipping

Can you ship to an international destination?

Solestop.com can ship to any of the international locations listed on our International Shipping page. You may find this list located at http://solestop.com/pages/faq_international.html If your country is not on this list, we apologize, but we cannot ship to your location.  Please see our International Frequently Asked Questions for more information.

How long does it take to get to my house?

For U.S. and Canada customers, UPS Standard shipping takes 4 to 7 days, Canada Post Expedited shipping takes 1 to 4 days. All orders are shipped from our warehouse in Toronto, Canada and the average delivery time to the West Coast is approximately a week. For customers outside the U.S. and Canada, delivery time varies depending on your location and shipping method, but most packages arrive in approximately 7-10 days. For more information on shipping, please see our shipping information page located at http://solestop.com/pages/shipping.html

Please note: Estimated shipping times begin after the order leaves our warehouse. These estimated times are not guaranteed and do not include our standard processing time or any delays that may result from a problem with the order, weather, security, or carrier delays.

Questions Related to Products & Inventory

The shoe I want says "out of stock" Can you tell me when you’ll be getting more?

No. We are unable to predict if we can or will be able to obtain more of any item. Major shoe brands have limited manufacturing runs, and often additional inventory is not available.

I don’t see the size I need or the shoe I want. Do you have it or can you get it?

No, we're sorry. As previously stated, due to limited manufacturing runs, once an item is sold out, it is extremely difficult to obtain more inventory. All available sizes are posted to the product page and kept up to date on a daily basis.

When will you be getting the shoe that is going to be released soon?

While orders are placed in advance of release dates, Solestop does not have any control over what our suppliers will order and then make available to us. For this reason, we cannot provide any advance inventory information. Solestop.com is updated daily with the latest information about available sizes and styles, and new items are posted as soon as they are received.

Questions Related to Returns & Exchanges

What's your return policy?

Our full return policy is located at http://solestop.com/pages/return.html. Please read this page before calling about a return. Solestop accepts returns for up to 14 days from the order date if the shoes are new and completely unworn with the original shoebox intact. Please read our full return policy and contact Customer Service for a return authorization number prior to returning the merchandise.

I want to return shoes. How do I do that?

Please read our full return policy located at http://solestop.com/pages/return.html and contact Customer Service for a return authorization number prior to returning the merchandise. Please box the shoes, shoebox, and any accessories (extra laces, keychains, etc.) in a shipping box with your return authorization number and mail the shoes to the address provided on your receipt.

Please note that we cannot accept returns where the shoebox has been taped and used as a shipping box. DO NOT USE THE SHOEBOX AS THE SHIPPING BOX. ALWAYS BOX THE RETURN IN A SHIPPING BOX.

How do I make an exchange?

Exchanges are treated as new orders with Solestop.com. You may place a new order for the desired item at the same time you receive a return authorization or you may wait until your return is received and a refund is issued before placing a new order. Please ask a representative about your options.

When should I expect to receive refund?

Returns are processed within 3 business days of receiving the return. Once we receives your return, we will process it and apply any applicable refund. Please allow 2-5 days for the money to post to your account.