ORDER CHANGES

Log into your account or view your order on the order confirmation email and select “Cancel” or “Edit” within one day. If an International label has already been created, it cannot be deactivated if an order is cancelled, so shipping fees are non-refundable.

After one day, please contact customer service. REQUESTING A CANCELLATION IS NOT GUARANTEED AND IS A REQUEST.

FOOTWEAR QUANTITY LIMITS

If you happen to get around the following quantity limitations, be prepared to hear from us:

• 2 pairs of shoes per order.

ORDER PROCESSING TIMES

All orders placed Monday-Friday are processed and shipped within 3-5 business days (perhaps longer during large promotions) in the order they are received. We do not process or ship orders on Saturday-Sunday.

SHIPPING TIMES AND FEES

During promotional events, these are subject to change.

PO BOXES AND APO/FPO

STRAYE DOES NOT SHIP TO PO BOXES AND APO/FPO.

TRACK YOUR ORDER

Once your order is shipped, you will receive an automated email with your tracking number. If you have not received a tracking number, your order has not left the warehouse, and we are working on it. Visit our order tracking page to monitor all stages of the shipping process.

RE-ROUTING PACKAGES

Once STRAYE ships an order to an address that the customer has specified at the time the order was placed, it’s a fee of $25 for STRAYE to intercept and reroute packages. It is our recommendation that customers open up a free UPS MyChoice account online to perform this task.

LOST OR STOLEN PACKAGES

STRAYE is not responsible for lost or stolen packages. Orders are shipped to the address specified by the customer, and do not require a signature at delivery. If your package is lost or stolen, immediately contact service@straye.com and we will respond to you as soon as possible. Do not open an investigation on your own. We will not be able to assist you if you do.

RETURNS

Consult our RETURNS Policy.

INTERNATIONAL ORDERS

STRAYE serves most countries in the world, with some exceptions. If your country is not listed in the Country pulldown during checkout, then your country and we do not currently service your country.

STRAYE does not offer SALE product to International customers.

DUTIES & TAXES

International orders will be subject to:

• Terms & Conditions and Privacy Policy via Global-E. This will be presented to you at checkout.
• Global-E will act as the seller of record for these orders.

Payment of duties at checkout through Global-E covers the following:

• The stated fees at the time of checkout which includes non-refundable customs duties and taxes.
• The payment of stated fees at the time of checkout which includes customs duties and taxes.

We get that buying across borders can be tricky. That’s why we’ve brought in DDP (Delivered Duty Paid).

Here’s why it’s awesome for you:

• Easy Checkout: No hassle. You see the total cost upfront, making decisions a breeze.
• No Sneaky Fees: DDP means no extra charges. Shopping with us is crystal clear.
• Worldwide Fairness: Wherever you are, our DDP system guarantees the same upfront pricing for everyone.

Depending on what country you are from you can expect one of the following scenarios:

• Taxes/duties already included in product price
• Customer has to pay taxes at checkout and duties already included in product price
• Customer can pay taxes/duties at checkout or delivery
• Customer has to pay taxes/duties at checkout separately

INTERNATIONAL CANCELLATIONS

If you are attempting to ship to a U.S. address using an International credit card, your attempt at placing an order will be flagged and cancelled.

INTERNATIONAL SHIPPING NOTICES

If you receive an email from DHL or your local customs agency requesting for additional payment, please contact service@straye.com.

For more information, please contact service@straye.com or visit our Chat.