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Customer Service

Estimated Delivery Times

At CarolinaShoe.com, standard UPS Ground shipping is always free. The estimated arrival date to your door is based on the distance from our distribution center in Pennsylvania. Orders shipping to Hawaii, Puerto Rico, APO/FPO, or PO BOX will be shipped USPS.

We ship to the 50 United States, District of Columbia, all military APO/FPO addresses and Puerto Rico only.

View Estimated Delivery Time Map On UPS.com

Sales Tax

The applicable state and local taxes to be charged to your credit card for your online order will be calculated prior to order confirmation during the Checkout process. If you modify your shipping address after taxes have been calculated, your taxes will be adjusted accordingly.

Payment Options

We accept the following credit cards:

  • Visa
  • MasterCard
  • American Express
  • Discover

We do not accept:

  • Cash
  • Personal Checks
  • Traveler's Cheques
  • CODs

Returns/Exchanges

If you are unhappy with your order you may return your purchase within 30 days of shipment for a refund or exchange. Shoes must be in original condition to be accepted for returns/exchange (unless defective). Beyond 30 days, our products are guaranteed against defects and workmanship.

Enclosed in every order is:

  1. Merchandise Return Form to be filled out
  2. Return Label with instructions for either a return or an exchange
  3. UPS Pre-Paid Return Sticker for your convenience.
  4. Customers are responsible for any UPS or USPS charges relating to Residential Pick-Up Services

Please read the following carefully. If you did not receive a Merchandise Return Form with your CarolinaShoe.com order, please print, fill out, and return this Return Form (Acrobat PDF) for your return/exchange. The Merchandise Return Form is only valid on orders placed through Carolinashoe.com. If you have purchased your footwear through another retailer you must return your footwear to that retailer, or contact CarolinaCustomerService@HHBrown.Com. Any returns we receive using the Merchandise Return Form, and not purchased through CarolinaShoe.com, will not be processed or returned to you.

Straight returns are charged a fee of $6.95 if the UPS Pre-Paid Return Sticker provided is used.The cost of shipping an item is the responsibility of the customer. (Note: exceptions to this policy are made for defective items). No shipping charges will be applied to exchange orders.

Please note that on all exchange requests you will be refunded for the item you return and then charged for the new item when it ships out to you.

We will process your return/exchange 1-2 days after it is received at our warehouse. You will receive an email from us to confirm the receipt and processing of your return. Please allow 3-5 business days for the refund credit to appear on your credit card/bank account.

If you have any questions, please call us at (844) 488-9836 or email us at customercare@carolinashoe.com.

Inquiries/Issues for Carolina Shoe Purchased at a Store

Carolina Shoe is committed to making your experience with our Customer Service team convenient and enjoyable. To ensure your correspondence is handled in a timely and efficient manner, please complete the following form in its entirety. To place a retail order, please call 1-800-441-4319. Please note we have online and retail customers. If you wish to inquire about the online order you placed through CarolinaShoe.com, please call 1-844-488-9836 or email customercare@carolinashoe.com.

Secure Shopping Guarantee

At CarolinaShoe.com your security is our primary concern. We are fully compliant of the credit card industry's Payment Card Industry Security Compliance program (PCI) and our entire staff is subjected to a thorough background check prior to employment. Your credit information is completely masked and can only be viewed or accessed by our security staff. This information is automatically deleted from our files 45 days after your purchase.

Rest assured that CarolinaShoe.com uses the industry-standard Secure Sockets Layer (SSL) during checkout. This process encrypts all your personal and financial information before it is transmitted to our system. To check our security certificate, click on the Expedited SSL logo located on the Shopping Cart and Checkout pages.

Consumer Return Policy Statement

Carolina Shoe Company produces quality footwear that serves many different purposes. We stand behind the products that we produce. At times, despite our best efforts to assure the best quality, a product purchased from a retailer may have a defect in materials and or workmanship as there are many components and processes that go into footwear manufacturing.

If a consumer believes that a manufacturer's defect has caused unusual wear or otherwise affects the use of the footwear, we require the consumer to return the footwear to the retailer where the footwear was originally purchased. The original selling retailer has its own policies and processes in place to satisfy the consumer including an initial inspection for normal wear. In the event that the selling retailer cannot reasonably satisfy the consumer, that consumer may then contact the brand manufacturer. If someone other than the original purchaser contacts or attempts to contact Carolina Shoe Company it will be necessary for us to receive the appropriate written authorization from the original purchaser authorizing Carolina Shoe Company to discuss the matter with the representative and to deal with the representative in resolving the matter.

Carolina Shoe Company requires that a consumer have the original sales receipt within one year of purchase and can identify the retailer that the footwear was purchased from. We may use reasonable efforts to contact that retailer on the consumer’s behalf to ensure full satisfaction. In the event that this is not possible the consumer may choose to return the footwear to us for inspection. If a determination is made that there is in fact a defect Carolina Shoe Company has, at its option, the right to either repair, prorate the value of the original purchase, as appropriate or replace the footwear with the same or comparably valued footwear. If no defect is apparent the inspected footwear will be returned to the consumer.

Promotional Code Usage

Promotions are special offers that we make to new and current customers. They may provide a discount on merchandise or a gift with purchase over a specific order value.

Before using any promotion, be sure to check our terms and condition for specific guidelines and restrictions.

Rules Applied for All Promotional Codes Limited one (1) time use per coupon/ discount code per customer. Discounts will be applied if applicable once code is entered into our "Coupon/ Promo Code" box at checkout. Online offers have no cash value and are not redeemable for cash. Not valid on previous purchases or when combined with any other promotional offer.

For Designated "FINAL SALE" Products: Final Sale. No Returns or Exchanges. Final sale promo does not apply to previous purchases. Coupon codes cannot be applied.