FAQ

If you are are using a screen reader and are having problems using this website, please call 1-800-727-3036.

 

  • With over 85 years of excellence behind us, we feel confident you will be comfortable with your purchase. However, if the need arises you may return your unworn, unwashed merchandise within 60 days. Our stores are no longer accepting returns. You may return Naturalizer.ca purchases by mail. Purchases being mailed back to the warehouse will only receive a refund for the returned merchandise.

     

    Flat rate returns by mail

    Naturalizer offers $8.00 flat rate shipping on returns.

    You have 60 days from the date of purchase to complete a return. If you need to make a return, please follow these steps:

    1. Click here to get your return label and packing slip.
    2. Re-package your order and place the packing slip inside the box.
    3. Affix the return shipping label to the outside of the box.
    4. Upon receipt of your return, we’ll deduct a return processing fee of $8.00 from your return order refund.

     

    We stand behind the quality of our products and if you feel your shoes have a manufacturing defect, or if you have any questions concerning your order, please feel free to e-mail us  or call our toll-free customer service number at 1-800-727-3036.

     

     

  • We recommend checking around the indicated area or with the signee of the package, to obtain your order (this specific delivery information is outlined on the Order Tracking page). Please note that it is possible the driver hid the package from view, or the signee is currently holding it for you. Also, please check with any neighbors who may have retrieved the package in your absence. If you are unable to locate the package after doing so, please let us know.

  • If you placed your order online: Please click here to track your order. Once your order ships, you will also receive an order shipping confirmation by email. Please allow up to 3 business days from the date of your order for tracking information to appear.

    If you placed your order in a Naturalizer store: Please use one of the following methods to contact us for tracking details.

    Email or Phone: 1-800-727-3036

  • If you believe your shoes are defective, and are they not eligible for return under our Naturalizer.ca return policy you have the option to return them to our warehouse for inspection. Please note that we do not offer repair services or replacements parts and we do not guarantee refunds, as our warehouse makes the final determination. We request that you send your shoes to the following address:

     

    Naturalizer.ca Returns

    8534 Siempre Viva Dr.

    San Diego, CA 92154

     

    Please print a Defective Product Return Form and follow return instructions.

    We are unable to offer exchanges for defective product returns. All returns will be subject to refund only.

    Note: We recommend using a traceable shipping service (most consumers find Canada Post to be the least expensive carrier). We are not responsible for lost packages.

  • To better serve our customers, we process and ship orders very quickly.

     

    If you need to cancel your order for any reason, there is a one (1) hour window after the order is placed to cancel orders. Once this window has passed, you can return your order by mail.

     

    View full cancellation instructions

  • We routinely perform audit checks to verify order information in an effort to maintain high security standards for the protection of our customers. This may be why your order was cancelled. It is also possible that your order may have been cancelled if an item became unavailable after the order was placed. In both cases, an email confirmation will be sent with the specific cancellation reason of your order.
  • Email or Phone: 1-800-727-3036

     

  • To update your address, please follow the directions below:

    1. Log into your account.
    2. Click on the Add/Edit Saved Address(es) link.
    3. You will have the option to edit your current address, delete it, or create a new address. You may also indicate if you'd like the address to be your default billing or shipping address.
  • Naturalizer orders are shipped via standard Ground Delivery and will arrive at the shipping address within 5-7 business days of the original order date. If more than one item is ordered, each item may arrive separately.
  • If a particular size or color is not shown, it is either sold out or not offered. We update our website several times every day and sometimes items sell out fast. However, we cannot offer back orders. Please check back with our website within 2-3 weeks.
  • Limited time, Naturalizer ships FREE standard ground delivery for orders of $130 or more before tax or a shipping cost of $9.00 if you do not meet the threshold. Express shipping option is available for an additional fee. See our shipping page for more details.
  • Find your $10 off promo code in your email inbox via the address you provided. We recommend checking the spam blocker for your email account, as this may have prevented the message from reaching you in a timely manner.

    To ensure future emails are delivered to your inbox, please add NaturalizerCA@email.naturalizer.com to your address book.

    If you are unable to locate the email in question after doing so, please email us, or contact us via phone at 1-800-727-3036.