General Questions : Shipping, Returns and More
Can I order over the phone?
Yes! Please call Earthbrands.com Customer Service at (877) 372-2814 and a Customer Service Representative will assist you in completing your purchase.
Do you offer back orders?
We do not offer back orders at this time. If the item you ordered is not available, but we are expecting additional inventory, we will e-mail you the status of your order with the option to hold your order or cancel your order. If the item you ordered is not available and we are not receiving additional inventory, your order will be cancelled and you will be notified by e-mail.
Do you take special orders?
At this time we do not accept special orders. All available products can be viewed on our website, Earthbrands.com.
Can I be notified when the style I want is available in my size?
Sorry, we do not currently have the capability to notify you when a style becomes available in your size.
What forms of payment do you accept?
Earthbrands.com accepts four major credit cards - Visa, MasterCard, Discover and American Express. Payment can also be made by PayPal.
My order was not processed and there is a charge on my account. When will the charge be removed?
When you place an order using a credit card or debit card the charge you see is actually a 'pre-authorization hold'. This is a temporary electronic authorization, often shown as "Pending Charge" on your statement. The card will not actually be charged, it will remain pending unless the order ships. If you did not complete the order, or cancel the order, this "Pending Charge" will drop off your account according to your credit card or bank policy. This generally happens within 2 - 10 business days. For more information, please contact your credit card company or bank. They will be able to confirm that the charge is only a 'pre-authorization hold' or "Pending Charge" and they will be able to inform you when the hold will be released.
How can I cancel my order?
Please contact Customer Service at (877) 372-2814 as soon as possible after placing the order and we will attempt to stop shipment. Because our warehouse team works so quickly to get items shipped, we may not be able to cancel your order. You will be notified if we are unable to cancel the order.
How can I change my order?
Please contact Customer Service at (877) 372-2814 as soon as possible after placing the order. Please note that orders already loaded for shipping are unable to be changed. You will be notified if we are unable to process the change request.
How do I correct an address on my order?
Please contact Customer Service at (877) 372-2814 as soon as possible after placing the order. If the order has already shipped or is in the shipping process, we will intercept the package and have it re-directed to the correct shipping address. Please note that a $10.00 charge will be made to the customer for any intercept. If the order has been delivered to the incorrect address and the customer is unable to pick up the package we will do a call-tag to try and retrieve the order and re-direct it to the correct address. If the call-tag is successful, a $10.00 charge will be made to the customer. Packages that cannot be retrieved are the responsibility of the customer.
Do you price-guarantee?
We do not price match against other online retailers. If an item you have purchased is reduced in price within two weeks of your order date, we will happily adjust the sale price for you. To receive a price adjustment, please contact Customer Service.
Do you charge sales tax?
We don't charge sales tax on any U.S. order.
What are my shipping options and how much does it cost?
We're proud to offer FedEx basic ground shipping delivered locally by the Post Office to the contiguous United States!
Do you ship internationally?
We do not ship internationally at this time. Please register for our newsletter to be notified as soon as international shipping is being offered.
Do you ship to PO Boxes or Military APO/FPO addresses?
Yes, we ship to both PO Boxes and Military APO/FPO addresses.
What is your return policy?
If you are not happy with your order for any reason, you may return your merchandise for a refund. Earthbrands.com accepts the return of unworn merchandise for up to 90 days from the date your order was shipped.
Is return shipping free?
Return shipping is free for customers in the contiguous United States who made their purchase directly on Earthbrands.com. Customers from outside of the Contiguous United States (Alaska, Hawaii, APO/FPO & US Territories) are responsible for any return shipping fees.
How do I return my purchase?
Please visit our Returns page to learn how to complete your return.
Can I return/exchange a purchase I made at a Retail Store or at another Online Retailer?
Refunds and replacements are only offered if the purchase was made directly on EarthBrands.com. If you purchased your product at a retail store or another online partner, please contact them directly to either exchange the product(s) or to obtain a refund.
Can I return a gift?
Gifts may be returned, but please note that any refund made for the return must go back to the original form of payment on the original sales order.
I returned my purchase. How long will it take for my refund to show on my account?
Please allow 3 to 5 business days from the date your return is received in our warehouse to process your return. You will receive a confirmation email on the day your return was processed, and your refund will be issued that day.
Please note: Once your refund is issued it can take several more days for the funds to be posted to your account. This time period depends fully on your financial instituion, and varies from bank to bank.
ORDER STATUS AND TRACKING
How can I see the status of my order?
To check the status of your order, login to your Earthbrands account and click on Orders. Find the order you'd like to track and click on the green plus sign (+) in the Details column to access your Tracking #. Click on the Tracking # to see your order status. If you have not registered for a Earthbrands account you can click here and enter your order number and zip code to view the status of your order.
Why doesn't the tracking number on my order work?
It may take up to 24 hours before tracking information appears on the shipping carrier's website. If it has been more than 24 hours and you are still unable to view tracking information, please contact Customer Service.
Why did my order ship after I requested it be cancelled?
Because we work to ship orders as quickly as possible, sometimes we are unable to stop a shipment. We sincerely apologize if a cancelled order was shipped to you. Please login to your Earthbrands.com Account and process a return or the unwanted order.
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How do I care for a new style?
- Our leather styles can be wiped with a clean damp cloth and then treated with a cream conditioner (preferably an eco-friendly one!) to soften and prolong their life. Should they happen to get scuffed, most shoe stores offer an assortment of polishes that can be used to revitalize the leather.
- Suede styles are best treated with a dry clean cloth and then brushed to remove dirt deposits. Although we are often asked, we do not ever suggest cleaning any of our styles in the washing machine.