Shoe Mill's Customer Service Policies

Thank you for choosing Shoe Mill -- your business is greatly appreciated.  In the event you are not completely satisfied with your purchase, please follow the steps outlined below.

SHIPPING

All Ground Shipping will be via UPS or USPS Priority Mail at the discretion of Shoe Mill. If you prefer UPS shipping only, please select Next Day, Second Day, or Third Day shipping from the shipping choices.

Shoe Mill offers Free Shipping for Residents of the Lower 48 States on orders $75 and above.  Additional shipping charges will apply for Next Day, Second Day, or Third Day shipping.  For free shipping, please allow two(2) business days for processing prior to ship out*. Upon ship out you will receive the UPS or USPS Priority Mail tracking number for your order*.  For Next Day, Second Day, or Third Day shipping; these orders will be processed on the next business day*.

All discounts (Groupons, Coupons, and other discounts) are removed prior to determining if a purchase qualifies for the Free Shipping offer. Purchases that fall below $75.00 after all discounts are applied will be charged for shipping.

*All orders subject to availability*

TRY ON YOUR FOOTWEAR

Before going outside, please try your new footwear inside on a clean surface for a brief time to discover any defects or fit problems. Product determined to be worn outside or showing wear will not be eligible for refund or exchange and will be returned to you.

EXCHANGES

If you decide to exchange any of the items that you've purchased, you must pay the postage costs to ship the item(s) back. The cost of shipping the replacement item(s) back to you is FREE. Orders will be mailed by Standard UPS Ground or USPS Priority Mail.

For EXCHANGES, please choose one (1) of the options below:

1. Exchange by mail
* E-mail us at customerservice@shoemill.com with your request.
* Open this Return/Exchange Document (click here), print and fill it out.
* Mail the item(s) back to ShoeMill.com:

Shoe Mill Customer Service
ATTN: Online Sales Dept.
10850 SE Fuller Road
Portland, OR 97222

2. Exchange at a Shoe Mill Store Near You
* Locate a Shoe Mill Store near you (click here for a list of our retail locations).
* Take the item(s) you wish to exchange to the location near you.
* Print out and bring this Return/Exchange Document with you in order to exchange your item(s).
 

RETURNS

If you should decide to return the item(s) that you have purchased, please CLICK HERE to open our Return/Exchange Document and fill out the information.  You have 30 days from date of delivery to make a decision whether to keep the product or to return it.  We must receive the product back no longer than 45 days from your receipt of your order in order for you to receive a full refund.  Product returned beyond 45 days are subject to a 10% re-stocking fee (10% off of the original retail price).  Product returned beyond 90 days will be returned to you.  The item(s) must be in like new condition in order to receive a full refund. Item(s) returned not in like new condition will be returned to you.  Item(s) must be returned to us in the original shipping box.  Damaged product boxes due to purchases being returned outside of the original shipping box are subject to a 10% re-boxing fee (10% off of the original retail price).  You do not need to e-mail us first.  You are responsible for postage costs to ship the item(s) back to us.

You will receive credit on your account within one week from the date we receive your return. It is our policy to refund the cost of the merchandise only, shipping charges are not refundable. Please save your tracking number.

If your order was shipped directly to you from the manufacturer, you will not receive a separate invoice. If you have any questions or comments, please contact us at customerservice@shoemill.com.

SPECIAL ORDERS

Exchanges and/or Returns on items marked SPECIAL ORDER ONLY are subject to a $25 re-stocking fee. Special Order items must be returned in like-new condition and in the original shipping box. Special Order items not returned in the original shipping box will be returned to you.

GROUPONs

Groupon Coupons can not be used to purchase Gift Cards

Returns for transactions that used a Groupon coupon will only be issued for the amount paid after the Groupon discount (shipping charges are not refundable). The Groupon discount amount can be applied to another item at the time the return is processed.

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Shoe Mill's Online Privacy Policy (USA)

Shoe Mill is committed to respecting the privacy and security of your personal information. The following U.S. online privacy policy, updated in September 2009, describes the information we collect and how we use it. By using this website, you consent to our privacy policy. If you would like to review our policy for children, see "Children's Online Privacy Policy."

For questions or concerns, please email us.

Collecting Information

Like many websites, we gather information about how visitors use our website. In general, you can visit many of our web pages without telling us who you are or revealing any personal information about yourself. We may track your Internet domain address for trends and statistics, but you will remain anonymous unless you tell us who you are by creating an account or logging in.

We request information from you (which may include name, address, telephone number, email address, gender and when necessary, credit card information) when you:

1. Register,
2. Purchase,
3. Request to receive communications,
4. Participate in a promotion or other website feature.

In order to better understand your preferences and better serve you, we may combine information you give us online with other information from Shoe Mill sources, transactions and communications. This may include data from Shoe Mill stores, direct mail, events, or online marketing. We may also combine that information with data that is publicly available and data that we receive from other reputable sources. This data may include postal address updates and demographic data. We collect information about gift recipients to fulfill the gift purchase, respond to customer service inquiries and for analysis purposes only. All data combined and stored with online data is protected by this privacy policy.

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Using Information

We may use the information we collect to:

• Customize and/or personalize your communications and shopping experience

• Better respond to your customer service inquiries

• Communicate with you about your purchase, account information, or customer service needs

• Communicate with you about our products and events, and for other promotional purposes

• Improve our business

• Administer contests, promotions, surveys or other website features

If you have purchased a product from Shoe Mill not previously registered on the website as of April 19th, 2004, we will automatically add you to our direct mail (including catalog) list.

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Sharing Information

We do not sell or rent your information to any outside parties. For the purpose of operating our business, we may transfer information between Shoe Mill preferred service providers who use that information only to conduct Shoe Mill business. For example, they may handle Shoe Mill's credit card processing, shipping, data management, email distribution, market research, information analysis, and promotions management. We may also share your information to administer a website feature (e.g., music download or race registration) and in that case will notify you before you give us your information. We provide our preferred service providers with the information they need to perform their services and work with them to respect and protect your information. 

On rare occasions, we may disclose specific information upon governmental request, in response to a court order, when required by law, to enforce our website policies, or to protect our or others' rights, property, or safety. We may also share information with companies assisting in fraud protection or investigation. We do not provide information to these agencies or companies for marketing or commercial purposes.

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Protecting Your Information

We use a variety of security measures, including sophisticated encryption and authentication tools to maintain the safety of your personal information. Your personal information is contained behind secured networks and is only accessible by a limited number of persons who have special access rights to such systems, and are required to keep the information confidential. When you place orders or access your personal information, we offer the use of a secure server. All credit card information you supply is transmitted via Secure Socket Layer (SSL) technology and then encrypted into our databases to be only accessed as stated above. Regardless of these efforts, no data transmission over the Internet can be guaranteed to be 100% secure.

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Cookies and Pixel Tags

A cookie is a small removable data file that is stored by your web browser on your computer. Cookies allow you to place an order on our website and allow us to enhance and personalize your online surfing and shopping experience.

For example, we use cookies to:

• Remember the items in your Shopping Basket

• Recognize you when you return to our website

• Enable you to use Express Checkout

• Analyze visitor behavior

You can choose to have your computer warn you each time a cookie is being sent or you can choose to turn off all cookies. You do this through your browser (like Netscape Navigator or Internet Explorer) settings. Each browser is a little different, so look at your browser Help menu to learn the correct way to modify your cookie settings. If you turn cookies off, you won't have access to many features that make your site experience more efficient and some of our services will not function properly. However, you can still place orders over the telephone by contacting our customer service number at 503.353.7707 x214

We also use pixel tags - tiny graphic images - to help us analyze your online behavior. Pixel tags also allow us to send you email in a format you can read and let us know when you have opened an email message from us.

We also work with other companies who use tracking technologies to serve ads on our behalf across the Internet. These companies may collect non-personally identifiable information about your visits to our website and your interaction with our communications, including advertising.

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Unsubscribing, Removing or Modifying Your Information

We want to communicate with you only if you want to hear from us. If you prefer not to receive information from Shoe Mill or would like to update or change your personal information or preferences, follow the instructions below.

Registration Information, Email and Other Subscriptions

To modify or delete entirely the information you have provided during registration, please click here to login and update your profile.

To unsubscribe from an email, please follow the instructions in any email you receive. Be sure to include your first and last name and account email address in the "message" box.

SMS Messages

To unsubscribe from SMS messages, please follow the instructions in the SMS messages you receive.

Direct Mail (including Catalogs)

If you would like your name and address removed from Shoe Mill's direct mailing list or if you would like to update your mailing information, you can phone us at 503.353.7707 x214 or send a request by clicking here. Be sure to include your first and last name and mailing address in the "message" box.

Communications in Progress / Sales and Service Information.

Please note, if you have unsubscribed from any Shoe Mill communications, due to production schedules, you may receive communications already in production. Also, if you request your registration information be deleted or if you unsubscribe from communications, we may maintain information about sales transactions or service inquiries for future service and record keeping purposes.

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Policy Changes

We may change our privacy policy from time to time. We encourage you to refer to this policy on an ongoing basis so that you understand our current privacy policy. This policy was last modified on August 1, 2011.

Questions and Feedback

We welcome your questions, comments, and concerns about privacy. Please send us any and all feedback pertaining to privacy, or any other issue.