FAQs
Frequently Asked Questions
This FAQ page provides answers to common questions about shopping at ElvenFoot. All information reflects our current policies and helps prevent misunderstanding or misrepresentation. If you have a question that is not covered here, please contact us using the information at the end of this page.
Ordering
Q: How do I place an order?
A: Simply browse our collection, select the product and size you want, then add it to your cart. Proceed to checkout, where you will enter your shipping and billing details, choose a payment method and confirm your purchase.
Q: Can I modify or cancel my order?
A: If you need to cancel or change your order, please email contact@elvenfoot.com as soon as possible. Orders can be modified or cancelled free of charge within six (6) hours of being placed. After six hours but before shipment, we will try to accommodate your request; however, a fee of up to ten percent (10Â %) of the order total may apply. Once an order has shipped, it cannot be modified; please follow our return instructions instead.
Q: Can I track my order?
A: Yes. Once your order is processed and shipped, we will send you a shipping confirmation email containing a tracking number. You can use this number to follow the progress of your delivery through the carrier’s website or our order‑tracking page.
Shipping
Q: Where do you ship?
A: We currently ship to residential and business addresses within the United States. We are unable to ship to U.S. military bases or to multiple addresses within a single order. International shipping is not available at this time.
Q: How long does shipping take?
A: Orders are typically processed within 1–3 business days. After your order is dispatched, standard shipping within the USA usually takes 7–9 business days. Please note that transit times may be longer during high‑volume periods or due to circumstances beyond our control.
Q: How much does shipping cost?
A: For all orders shipped within the United States, we charge a flat shipping fee of $4.99. This fixed fee will be added to your total during checkout
Payments
Q: What forms of payment do you accept?
A: We accept major credit and debit cards and other payment methods as shown at checkout. Payment is processed at the time you place your order.
Q: Is my payment information secure?
A: Yes. We use industry‑standard SSL encryption and other security measures to protect your personal and payment information.
Returns & Refunds
Q: What is your return policy?
A: We accept returns within thirty (30) days of delivery for all products. If your item doesn’t fit, differs from your expectations or you simply change your mind, you may return it for a refund. Because many of our shoes are made to order, direct exchanges are not guaranteed; the quickest way to obtain a different size or style is to return your item and place a new order.
Q: Who pays for return shipping?
A: If your order arrives damaged, defective, incorrect or substantially different from its description, we will cover reasonable return shipping costs. Examples include significant damage, incorrect style or size, or receiving a different product. For returns due to buyer’s remorse (such as choosing the wrong size or simply changing your mind), return shipping is the customer’s responsibility.
Q: How do I start a return?
A: To request a return, please email contact@elvenfoot.com within 30 days of delivery, including your order number, reason for return and photos if applicable. We will respond within 2–3 business days with a return authorization and instructions. Do not send your item back before receiving authorization.
Q: How long does it take to process a refund?
A: After receiving your return, please allow up to two (2) business days for inspection and processing. We will email you once the refund has been issued. Depending on your payment provider, it may take 10–15 days for the credit to appear in your account.
Q: What condition must returned items be in?
A: Items must be unworn, unmodified and in new condition with all original packaging, tags and accessories. Minor cosmetic variations, such as small glue marks or slight color differences due to manufacturing or shipping, are not considered defects.
Sizing & Fit
Q: How do I know what size to order?
A: Our footwear is designed to fit true to standard US sizes. Each product page includes a size chart comparing US sizes to foot length. We recommend measuring your foot from heel to toe and selecting the size closest to your measurement. If you are between sizes, choose the larger size for comfort.
Q: Do you offer half sizes?
A: Some models are available in half sizes; please check the size options on each product page.
Taxes & Duties
Q: Do you collect sales tax?
A: All listed prices already include any applicable sales tax. We remit this tax to the relevant authorities ourselves, so you pay exactly the price shown without any additional tax at checkout. Since we ship only within the United States, there are no import duties or customs fees.
Privacy & Security
Q: How do you use my personal information?
A: We collect personal and device information to process your order, provide customer support, personalize your experience, improve our services, prevent fraud and, if you consent, send marketing communications. We may share data with trusted third‑party partners (such as payment processors and shipping carriers) strictly to perform services on our behalf. We do not sell your personal data. For more details, please refer to our Privacy Policy.
Other Questions
Q: Are your products authentic?
A: Yes. All footwear sold by ElvenFoot is authentic and crafted to our specifications. We stand behind the quality and craftsmanship of our products.
Q: How can I contact customer support?
A: For any additional questions or assistance, please contact us:
- Email: contact@elvenfoot.com
- Address: 8160 Crystal Walk Cir, Elk Grove, CA 95758, United States
- Phone: +1 ‪(707) 676-6188‬
- Support Hours: Monday – Friday, 9:00 AM – 6:00 PM (UTC‑07:00)
We hope this FAQ helps answer your questions. Thank you for choosing ElvenFoot.
