Super Shoes Frequently Asked Questions (FAQs)

  • Pricing

    1. How do I enter my coupon?

    You may enter your coupon on the shopping cart page or the checkout page

    2. Do your online prices match your in-store prices?

    In most cases, yes - our prices match. Certain products may differ in price based upon location and availability; and from time to time our stores offer promotions that we cannot replicate through the website.

    3. Do you match competitor prices?

    We can match a competitor price for in-store purchases. You must provide the competitor's advertisement. We cannot match clearance prices.

    4. Do you take competitor coupons?

    We do not accept competitor coupons in an effort to protect our partner brands and to provide consistent pricing.

  • Orders

    1. I have a question about my order, who do I contact?

    Contact our customer service department via email at customerservice@supershoes.com or phone at 1.866.842.7510 from Monday thru Thursday 8:00am - 5:00pm EST and Friday 8:00am - 3:00pm EST.

    2. What are my payment options?

    Supershoes.com accepts the following payment methods: PayPal, Mastercard, Visa, American Express, Discover and Super Shoes Gift Cards (cannot be exchanged for cash value).

    3. Can I change my order after it has been placed?

    An order can be changed any time prior to shipping, but hurry - we're working hard to ship your orders as quickly as we can! Contact customer service department via email at customerservice@supershoes.com or phone at 1.866.842.7510 as soon as possible if a changed is needed.

    4. How long will it take my order to arrive?

    Generally, online orders ship within 2 business days and deliver within 5 days from the order date. Visit our shipping page for more information.

    5. When will I be charged for my order?

    You will be charged when the order has been shipped in full.

    6. How much will I be charged for shipping?

    If your order is more than $74.99 (before taxes), your shipping is FREE!
    Orders less than $74.99 (before taxes) are charged a flat rate of $5.99. Visit our shipping page for more information and to see prices for expedited shipping.

    7. Can I have an item shipped to a different address than my billing address?

    We can ship your order to any location you choose within the continental United States, regardless of your billing address. We do not ship to P.O. Boxes.

    8. Can you ship to locations outside of the continental U.S.?

    We're sorry, but at this time we are only able to ship within the continental U.S. We do not offer APO/FPO at this time.

    9. What delivery service will be used to deliver my order?

    Your order will be delivered by UPS or USPS.

    10. How do I track my order?

    You will automatically receive your tracking number via email the moment your order ships.

    11. How can I obtain a copy of my receipt?

    Contact our Customer Service Department. A representative will do his/her best to provide you with an electronic copy. Loyalty members may also visit the store of purchase to obtain a reprinted receipt.

    12. Can I view my past orders?

    Absolutely! Just sign into your account on the website and click the "View History" link on your Account Summary page.

  • Site

    1. Is this website secure?

    SuperShoes.com is 100% secured by Norton. Click here to view our validation certificate.

    2. Why am I seeing a "404" error message when I attempt to access certain pages?

    This error message means that the web page you attempted to access no longer exists. When certain coupons and products expire, they are rempved from our site. We recommend clearing your internet cache for better results.

    3. Why are certain pages taking a long time to download?

    It is possible that our website is experiencing heavy traffic or that there is a high amount of information being downloaded. If slow download times persist, please contact us.

  • Stores

    1. What are your store hours and locations?

    You can find out details about each store - including directions and store hours - by visiting our Store Locator

    2. I would like to tell someone about my store experience, who do I contact?

    Whether you have good news or bad, we want to hear about your Super Shoes experience! Please contact our Customer Service Department to share your story.

    3. How can I obtain a copy of my receipt?

    Contact our Customer Service Department. A representative will do his/her best to provide you with an electronic copy. Loyalty members may also visit the store of purchase to obtain a reprinted receipt.

  • Returns

    1. What is the return process?

    You may exchange or return your products at any of our Super Shoes store locations, or ship your items back to us to return purchases online by filling out the Return/Exchange Form. See Returns & Exchanges for more information.

    2. What if the product is worn or damaged?

    If you believe you have a defective product, please fill out the Return/Exchange Form and follow the shipping instructions listed on our Returns & Exchanges page. Most products, with the exception of defective products approved by the manufacturer cannot be returned if previously worn.

    3. Will I be charged for return shipping?

    Return shipping is the responsibility of the consumer. In the event that you have a defective product or have an issue with a shipment, contact our Customer Service Department and we would be happy to discuss return shipping fees.

    4. Is there a re-stocking fee?

    Super Shoes never requires additional fees for re-stocking or handling.

  • Gift Cards

    1. Can I check my balance online?

    Not at the moment – but we’re working on it! For now, please call our Customer Service Department at 1.866.842.7510.

    2. Can I use my gift card online?

    Yes you can! During the checkout process you will be prompted to choose a payment type. “Gift Card” will be one of the options.

    3. Can I purchase a gift card online or over the phone?

    Not at the moment – but we’re working on it! For now, gift cards can only be purchased in-store or via phone by calling our Customer Service Department.

    4. Does my gift card expire or lose value over time?

    No – your Gift Card will maintain its true value in-perpetuity.

  • Security

    1. Is this website secure?

    SuperShoes.com is 100% secured by Norton. Click here to view our Validation Certificate.

    2. What is your Privacy Policy?

    We will never sell, trade, or rent your information – that is a promise. Read our full policy here.

    4. Does Super Shoes store my credit card information?

    Absolutely not. For your protection, Super Shoes never stores your financial information.

    5. What is Super Shoes’ coupon policy?

    Our standard coupon policy is as follows:
    Super Buys™ Membership required for redemption of certain offers. *Exclusions may apply. Limit one coupon per customer per visit. Coupon will not be available in stores. Minimum purchase requirement must be met with purchases to which no other coupon or offer applies. Tax is not included in calculating minimum purchase amount. No cash/credit value. Unless specified, coupon not valid in conjunction with other coupons, offers, Buy One Get One promotions, and certain Super Buys promotions. Not valid on prior purchases, special orders, refunds or gift card purchases. Not valid on Ariat®, Birkenstock®, Clarks®, Columbia™, Dansko™, Dockers®, Hi-Tec®, Merrell®, New Balance®, NIKE®, Rocky®, Sanuk® or Sperry® and other brands. Manufacturer conditions and limits apply. Rights reserved to limit quantities on all items. No rain checks. Coupon must be surrendered at time of purchase. No copies, duplicates, or electronic reproductions accepted. Disclaimer is subject to change at Super Shoes’ discretion.

    Each coupon will either include or reference our official coupon policy. Some coupons will include additional restrictions.

Contact Us

Super Shoes Customer Service

601 Dual Highway
Hagerstown, MD 21740
1.866.842.7510
customerservice@supershoes.com

Mon. thru Th. 8:00am – 5:00pm EST
Fri. 8:00am - 3:00pm EST