Welcome to Shoe Rush Shop’s FAQ page! We’ve compiled answers to the most common questions about our stylish footwear, delivery options, and shopping experience. Whether you’re looking for the perfect pair of heels for a special occasion or comfortable sneakers for everyday wear, we’re here to help you step into effortless style.

About Our Products

What types of shoes do you offer?
We specialize in a curated collection of fashionable footwear including:
  • Boots
  • Clogs
  • Flats
  • Heels
  • Loafers
  • Oxfords
  • Sandals
  • Slippers
  • Sneakers & Athletic Shoes
Our selection blends comfort with runway-ready style from premium brands like Franco Sarto.
Are your shoes true to size?
Our shoes generally run true to size, but we recommend checking individual product descriptions for specific sizing information. Each style may fit slightly differently, especially between brands.
Do you offer wide-width shoes?
Currently, we focus on standard widths, but some styles may naturally accommodate wider feet. Look for “wide fit” in product descriptions or contact our customer service for specific recommendations.

Ordering & Account

How do I create an account?
You can create an account during checkout by selecting “Create an Account” after entering your email address. This allows you to track orders, save favorites, and enjoy faster checkout in the future.
Can I modify or cancel my order after placing it?
We process orders quickly to ensure fast delivery. If you need to modify or cancel your order, please contact us immediately at [email protected] with your order number. We’ll do our best to accommodate your request if your order hasn’t entered the shipping process.
I forgot my password. How can I reset it?
Click “Forgot Password” on the login page and enter your email address. You’ll receive instructions to reset your password within minutes.

Payment Options

What payment methods do you accept?
We accept:
  • Visa
  • MasterCard
  • JCB
  • PayPal
All transactions are secure and encrypted for your protection.
Is my payment information secure?
Absolutely. We use industry-standard SSL encryption to protect all transactions. We never store your full payment details on our servers.
Why was my payment declined?
Payment declines usually occur due to:
  • Insufficient funds
  • Incorrect billing information
  • Bank security measures
Contact your card issuer or try an alternative payment method. For persistent issues, email [email protected].

Shipping & Delivery

Where do you ship?
We ship worldwide to 90+ countries (excluding Asia and some remote areas). All international shipments include customs documentation – you’ll only need to pay any applicable duties upon delivery in your country.
What are my shipping options?
Standard Shipping ($12.95 USD)
• 10-15 business days after dispatch
• Via DHL or FedEx
• Package tracking included
• Flat rate regardless of order size
Free Standard Shipping (Orders over $50 USD)
• 15-25 business days after dispatch
• Via EMS
• Basic tracking information
• Same careful packaging as our premium option
How long does order processing take?
Orders typically process in 1-2 business days. For fastest processing, order by 12 PM PST (UTC-8) for same-day processing on business days.
How can I track my order?
You’ll receive a tracking email within 24 hours of your order shipping. You can also track your order through your account dashboard on our website.
What if my package is lost or delayed?
While rare, delays can occur with international shipping. If your tracking shows no movement for more than 10 business days or your package hasn’t arrived by the estimated delivery date, contact us at [email protected] with your order number for assistance.

Returns & Exchanges

What is your return policy?
We offer a flexible 15-day return policy from the date of delivery. Items must be:
  • In original condition (unworn with tags attached)
  • In original packaging
  • Accompanied by the original receipt or order confirmation
How do I initiate a return?
Email [email protected] with your order number and reason for return. We’ll provide return instructions and a prepaid return label if applicable.
How long do refunds take to process?
Once we receive your return, refunds are processed within 5-7 business days. The time it takes for the refund to appear in your account depends on your payment provider.
Do you offer exchanges?
Currently, we process returns for refunds only. For a different size or style, please place a new order and return the original item following our return process.
Who pays for return shipping?
Customers are responsible for return shipping costs unless the return is due to our error (wrong item shipped or defective product).

Contact Information

How can I contact customer service?
Our customer service team is available via email at [email protected]. We typically respond within 24 hours on business days.
What is your physical address?
Shoe Rush Shop
31250 Courthouse Dr
Union City, US 94587
(Please note this is a warehouse address – customer service is handled via email)

Didn’t find the answer you were looking for? Our customer service team is happy to help with any additional questions about our footwear collection or your shopping experience. Email us at [email protected] and we’ll get back to you promptly.

Happy shopping from the Shoe Rush Shop team!