FAQ - Frequently Asked Questions

FAQ - Frequently Asked Questions 

ORDERS

You will receive an order confirmation via email.

Please contact us immediately via email or phone to cancel an order. If you contact us within minutes of placing your order, we can cancel and replace the order. However, once an order begins processing, no changes can be made. In this case, we ask that you please wait until the order arrives and follow the standard return policy process. Sales items may not be returned or exchanged.

Most orders are shipped within 1-3 business day after they are placed.

Please note that during holidays, standard orders may take up to 5 days to process and ship. 

We use UPS ground shipping for all orders in the continental U.S. Orders arrive within 4-7 business days unless the Express shipping option is chosen at checkout.

If you have an account with us, please Sign In and go to "My Orders". Click "View Order" under Order Detail & Tracking. Next to the item(s), you will see the UPS tracking number. Click on it to see the status of your shipment. You'll also receive a confirmation email to the contact indo provided with the tracking number.

If we are unable to fill your order you will be notified via email. SHUSHOP reserves the right to cancel your order at its sole discretion whether you have received a confirmation or charged your payment method if the goods are unavailable. If we've collected payment for the order, a full refund will be issued to the same payment method.

Please note: While it is our practice to confirm orders by email, the receipt of an email order confirmation does not comprise our acceptance of an order or confirmation of an offer to sell a product.

You can click the search bar in the corner of every webpage and type what model or style you would like to find. You can use the search by a style name or category (Example: type “RINA” or "BOOTS") and all the styles in that category will display. Then you can use the "Filter by" categories to find the styles that have the color, size, and price you are looking for.

Shipping

We ship to the U.S. (all 50 states), Canada, Mexico, and worldwide.

Continental U.S.: Delivered via UPS in 5–7 business days (2–3 days for Florida; 24 hours in Greater Miami).

International: Delivery times vary by location.

During holidays, processing may take up to 5 days.

We do not ship to P.O. Boxes, Alaska, Hawaii, U.S. territories, or military bases. A street address is required for delivery.

Free Shipping is valid on orders +$130 or more and for shipping addresses in the United States excluding Alaska, Hawaii, U.S Virgin Islands, Puerto Rico, Guam, military, and air force bases.

Orders below $130 will be charged $9.95 for Standard shipping.

Due to the nationwide shipping volume, you may experience a delay. We always keep a close eye on all orders and will inform you if we foresee a change. We appreciate your patience.

Shipping costs

United States:

  • Free Shipping: Orders above $130
  • Standard: $9.95
  • Express: $25


Puerto Rico: $15
Worldwide: Calculated at checkout

All orders in the continental USA ship via UPS Ground.

United States:

  • Free Shipping: Orders above $130 (Standard)
  • Standard: $9.95 (Arrives within 5-10 business days)
  • Express: $25 (Arrives within 1-2 business days)

No, we cannot ship to P.O. Boxes. We ship everything via UPS & need a street address.

We offer shipping to Puerto Rico, Canada, and Mexico. Worldwide shipping is also available, but rates and carriers will be calculated at checkout.

International Shipping
Puerto Rico: $15
Canada & Mexico: Calculated at checkout.

At this time, we can only have one shipping address per order. Yet, you may place multiple orders.

Payment

We accept Visa, MasterCard, American Express, PayPal, Apple Pay and Shopify Pay. We do an authorization when the order is placed to verify that the funds are available. For items that are available to ship we do not charge your card or account until the order has been shipped.  

Returns

You may obtain a return authorization using the RETURN CENTER.

We gladly accept returns of UNWORN merchandise within 15 days of delivery except End of Season and Sales Items may not be returned or exchanged. All purchases are final on Sale items. Returns will be refunded to the original method of payment. 

Orders placed between Nov 15, 2024 - Dec 31, 2024 are returnable until January 19, 2025, 12:00 AM EST. 

For BOGO promotions, to receive a full refund, both items must be returned since discounts apply to the purchase of two items. If only one item is returned, it will be eligible for exchange or store credit. 

Start by visiting our Returns Center. You can print a return label and drop it off at any UPS location. You will receive an email when your return is received and processed your refund. Shipping charges are not refundable, and there's a $8 fee for the return label, which will be deducted from your total refund amount.
Refunds are always issued to the original method of payment. Returns must be shipped back within seven days since the return label was issued to prevent a delay in refund. 

Our warehouse address is 10400 NW 33rd St, Suite 140, Doral, FL, U.S.A, 33172

Refunds

Only returns or exchange differences will be refunded to the original payment method. If your order undergoes any other issue, such as couriers or delivery problems, please get in touch with us as soon as possible. 

Refunds will be issued within 48 hours of receiving the purchased merchandise in our facilities; however, every financial institution has its terms, so it may take 2 to 3 business days to be reflected on your account. Shipping and handling costs are not refundable.

Please Note:Shipping charges are not refundable, and there's a $8 fee for the return label deducted from your total refund amount.End of Season and Sales Items may not be returned or exchanged. All purchases are final on Sale items.Gift Cards cannot be returned or refunded.

 

You may obtain a return authorization by visiting our Returns Center. You will then be able to print a prepaid return shipping label. You may drop the package at any UPS location. We gladly accept returns of unworn merchandise within 30 days of delivery. This excludes clearance items that may not be returned or exchanged.

If you receive damaged or defective items, please notify us immediately via email, or call—- and we will send you a return label. As soon as the item is sent back a full refund will be issued. Please note if the shoes has been worn, the policy is not valid.

The usual turnaround time is 1 - 2 weeks from the day you give the package to UPS until the merchandise is checked in at the warehouse and the refund is issued. Do not ship items back through any other means other than the prepaid return label that we provide as the package may be returned to you

If your item does not fit, please start by visiting our RETURNS CENTER. You will be able to choose your exchange online and if the item is in stock, it will be shipped as soon as you drop off your item at a UPS location. We only allow one exchange per order. After that, you can only do a return.

PRE- ORDER

You will need to provide your email, shipping address and card details that will be charged for your pre-order just like a normal online checkout process. All communications will be sent to your email address, including your unique pre-order reference number, any updates to shipping dates, and details to access our self-serve portal to check or amend your pre-order anytime before it ships https://shushop.com/pages/manage-pre-orders

Purple Dot accepts all the major card networks - Visa, MasterCard and American Express.

Purple Dot keeps your money safe and available for a full refund anytime before you pre-order ships. This guarantees that your pre-order will ship or your money back: keeping you in full control if you change your mind. 

Yes! Purple Dot will trigger an automatic email in the event of a shipping date change. You can also check up on the estimated shipping date via the self-serve portal at anytime https://shushop.com/pages/manage-pre-orders

Yes! Login to your pre-order self-serve portal here https://shushop.com/pages/manage-pre-orders to update your shipping details. You will then receive an updated pre-order confirmation email.

Yes! Please email contact@shushop.com with your updated email address, and a customer service team member will get this updated for you. You will then receive an updated pre-order confirmation email.

You can cancel at any time here before your pre-order ships https://shushop.com/pages/manage-pre-orders

You will receive an email confirming the refund and will see the money back in your account in 3-5 business days, depending on your bank. 

Payment information is processed securely by Stripe. No card details are transferred to or held by SHUSHOP or Purple Dot. All transactions take place via connections secured with the latest industry-standard security protocols. 

Refunds are issued to the debit or credit card used at checkout and will be processed within 3-5 business days, depending on your bank.