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.

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

DOWNLOAD ESTIMATED DELIVERY TIME MAP (FROM UPS.com)

Sales Tax

Sales Taxes that appear on your online order are approximate. The actual sales taxes charged to your credit card will reflect the applicable state and local sales taxes, and will be calculated when your order is shipped. Orders shipped to CT, MA and ME will have the applicable state sales taxes added to your order including shipping and delivery charges in CT and PA. Shipping and delivery charges are currently not subject to sales tax in ME, MA, VT, MD and VA. The Marketplace Fairness Act of 2015, currently under consideration by Congress, would require remote retailers to collect the existing sales or use tax already approved by that state’s residents. State and local governments are allowed to impose sales and use taxes on all such electronic sales, provided that the tax (and its rate) are the same as that which would be imposed on the transactions if they were conducted in a more traditional manner, such as over the phone or through mail order. Currently, most e-commerce companies use the same taxation rules used by mail-order companies, which are based on constitutional guidelines for interstate commerce. Generally this means that states can only require companies to collect sales tax in states where they have business operations that exceed protected sales solicitation. Until Congress either approves or disapproves the Marketplace Fairness Act of 2015, CarolinaShoe.com will follow the long established physical presence rule regarding the application of sales and use tax by shipping destination. As of May 1st of 2016 CarolinaShoe.com will be charging sales tax for orders shipped to NY, ME, MA, CT & PA (although there is no tax issue with PA).

Currently, most e-commerce companies use the same taxation rules used by mail-order companies, which are based on constitutional guidelines for interstate commerce. Generally this means that states can only require companies to collect sales tax in states where they have business operations, and as a result, a company will not collect sales tax in states where they have no business operations. If a person were to order from CarolinaShoe.com, that person would only be charged sales tax if he or she shipped his or her order to a state where Carolina Shoe has physical operations. Example: If a person shipped something to Illinois, CarolinaShoe.com would not be required to collect sales tax because it has no business operations in Illinois. The ITFA also prohibits state and local governments from imposing taxes on Internet access charges, protects against the imposition of new tax liability for consumers and vendors involved in commercial transactions over the Internet, and creates a temporary commission to study taxation of Internet commerce and to report back to Congress in 18 months on whether the Internet ought to be taxed and, if so, how taxes can be applied without subjecting the Internet and electronic commerce to special, discriminatory, or multiple taxation.

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.

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 1-800-411-4319. 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. Your CarolinaShoe.com order inquiries cannot be handled using the following form.

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 Thawte logo located every page of this site.

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.

Carolinashoe.com Purchases

To place a Carolinashoe.com order or inquire about an order you placed on this web site contact us at:
844-488-9836
customercare@carolinashoe.com

In-Store Purchases

800-441-4319

Retailers

To place an order for your store or department, or inquire about an existing order, please call:
800-441-4319

Marketing/PR

For marketing requests, please
contact us at:
carolinamarketing@hhbrown.com