OUR POLICY INFORMATION

At Your Service

At Shoe Wizards, we want to give our customers the most enjoyable shopping experience possible. That’s why we believe that our store policies should be fair, clear and transparent. Below you’ll find a list of all our policies, which detail the way we operate our business. If you can’t find the information you’re looking for, get in touch. We look forward to seeing you.

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WHAT KIND OF QUESTION(S) DO YOU HAVE?

• General Questions

• Questions Related to Ordering

• Questions Related to an Existing Order

• Questions Related to Shipping

• Questions Related to Products & Inventory

• Questions Related to Returns & Exchanges

GENERAL QUESTIONS

• Are your shoes authentic?

• How long have you been in business?

• Where are you located?

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

• I live in the Washington, DC area can I pick up my shoes or drop off a return?

QUESTIONS RELATED TO ORDERING

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

• 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?

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

QUESTIONS RELATED TO AN EXISTING ORDER

• What is going on with my order? How can I find out?

QUESTIONS RELATED TO SHIPPING

• Can you ship to an international destination?

• How long does it take to get to my house?

QUESTIONS RELATED TO PRODUCTS & INVENTORY

• The shoe I want says "out of stock," can you tell me when you'll be getting more?

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

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

• I ordered a pair of shoes, but they started to fall apart after I wore them a few times. What do I do?

QUESTIONS RELATED TO RETURNS & EXCHANGES

• What's your return policy?

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

• How do I make an exchange?

• When should I expect to receive refund?

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GENERAL QUESTIONS

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ARE YOUR SHOES AUTHENTIC?

Yes. All of our items are 100% authentic and most shoe come with the original box. Shoe Wizards does not sell fakes, variants, or b-grades.

HOW LONG HAVE YOU BEEN IN BUSINESS?

Shoe Wizards have been in business since 2019.

WHERE ARE YOU LOCATED?

Shoes Wizards are based in the Prince George's County are of Maryland.

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

I LIVE IN THE WASHINGTON, DC AREA. CAN I PICK UP MY SHOES OR DROP OFF A RETURN?

Yes. At this time, Shoe Wizards offer local pickup or return drop-off service.

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QUESTIONS RELATED TO ORDERING

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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. If you need to make arrangements for shipping to a different address, please call 253-267-Shoe(4637) during normal business hours to speak with a representative.

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?

Some carriers we use cannot deliver to a PO 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, please call Customer Service more information about shipping options.

YOUR WEBSITE WON'T LET ME CHOOSE THE SIZE I NEED. IT'S NOT ON THE DROP-DOWN LIST.

DMVShoeWizards.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 restock it. We apologize for the inconvenience and hope that you will continue to check for the size you need.

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QUESTIONS RELATED TO AN EXISTING ORDER

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WHAT IS GOING ON WITH MY ORDER? HOW CAN I FIND OUT?

There are a few ways to check the shipping status of your order. When your order is processed and shipped we will send a Shipping Confirmation e-mail followed by a Shipping Update e-mail both in which you can reference your order details and tracking number. If you have not received an e-mail within 2 days of your order being placed, or if there is any delays with your order, you can call Customer Service at 253-267-Shoe(4637) during our normal business hours by phone, we recommend you check your e-mail spam inbox as well.​

HOW LONG DOES IT TAKE TO GET TO MY HOUSE?

For U.S. customers, ground shipping takes 3 to 7 days. For customers outside the U.S., delivery time varies depending on your location and shipping method, but most packages arrive in approximately 7-10 days.

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

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THE SNEAKER 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 sneaker 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 updated on a daily basis.

WHEN WILL YOU BE GETTING THE SNEAKER THAT IS GOING TO BE RELEASED SOON?

While orders are placed in advance of release dates, Shoe Wizards 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. Shoe Wizards is updated daily with the latest information about available sizes and styles, and new items are posted as soon as they are received.

I ORDERED A PAIR OF SHOES, BUT THEY STARTED TO FALL APART AFTER I WORE THEM A FEW TIMES. WHAT DO I DO?

Within 30 days on your order date, you may contact Customer Service at 253-267-Shoe(4637) for a defective product return authorization code. This code allows you to return the shoes, but does not guarantee acceptance of the return or a refund. Outside of the 30 days, damage is considered normal wear and tear.

I WANT TO RETURN SHOES. HOW DO I DO THAT?

Please pack sneakers, shoebox, and all accessories in original shipping box with your completed return form.

Please note that we WILL NOT 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 THE ORIGINAL SHIPPING BOX.

HOW DO I MAKE AN EXCHANGE?

Exchanges are treated as new orders with Shoe Wizards. 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 Customer Representative about your options.

WHEN SHOULD I EXPECT TO RECEIVE REFUND?

Returns are processed within 14 business days of receiving the return. Once Shoe Wizards 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.