Order & Policy Information

• Policy information

• Return policy
• Cancellation policy
• Payment methods
• Shipping
• Time Frame
• Signing for packages
• Back orders
• Charging credit cards
• Identity theft prevention program
• Special orders
• Sale shoes
• 10% out of stock discount
• Passport membership discounts
• Promotional prices and discounts
• Volume order discounts
• Shipping policy for exchanges
• E-Mail communication
• Privacy notice
• Packaging notice
• Packaging conservation
• Order problems & complaints

• Place an order

• Online
• Phone
• E-Mail
• Fax
• Mail

• Why shop with us?

• Passport membership
• Free shipping
• No sales tax
• 110% price match guarantee

• Place an order online

To place an online order at SheepskinShoeStore.com using our secure shopping cart, choose the style you wish to purchase by surfing through the many categories and subcategories available. Scroll down, type your size and width in the space provided, and fill out any other "write-ins".

• Click the "Add to Cart" to add the item to your secured shopping cart.
• Enter your country, state, zip code, and preferred shipping method. Click "Check Out" button.
• Enter your billing and contact information, then click"Continue".
• Enter your credit card information and any additional instructions for the order such as a "Passport Membership Number" or a promotional code of any kind. Click "Continue".
• Review your order summary. When you are satisfied that it is correct, click "Submit Your Order" to complete the process. If at any time you decide you would like to add more products to your shopping cart, you can either click on th " product" link to go to the top level categories or use your "back" button on your browser.
• Kick back and wait for your order to wash up on your shore soon. We do not charge credit cards until we ship!

• Place an oder over the phone

To place an order by telephone call us TOLL FREE at (877) 756-2475. We are open Monday through Saturday, 8 a.m. to 6 p.m. Pacific Standard Time. If you get routed to voicemail due to all customer service representatives helping other callers, please leave a detailed message (speaking slowly and clearly) and we will get back to you as soon as possible. Often throughout the winter we are open 7 a.m. to 7 p.m. Pacific Standard Time.

Phone orders are eligible for the Free UPS Ground rate used for online orders.

Before you call please have the style name and style number, size, and color choice for each item, as well as shipping and billing information.

• Place an order via E-Mail

You can email us the "ship to" and "bill to" information, as well as the product information on the item(s)you are ordering. Please be sure to provide your phone number and we will call you for your credit card information within the next business day.

• Place an order via fax

You can fax your order to us at (805)-784-9585.

Please include the style name and style number, and color choice for each item, as well as shipping and billing information, with your fax order. Do not forget to include your daytime and evening phone numbers so we can call you for credit information.

• Place an order via mail

Mail your order to:

SheepskinShoeStore.com
Attn: Mail Order Dept.
3595 Sueldo Rd, #130
San Luis Obispo, CA 93401

Please note: We recommend our customers call us TOLL FREE at (877) 756-2475 for shipping and total order costs before mailing a check or money order. Out-of-state orders and check orders that are mailed in may be subject to a 7-10 business day "hold before shipping" to ensure that the check clears.

 

• Passport membership

Passport Members get 10% OFF regular priced items, 15% OFF sale items, 20% OFF premium shipping method costs, faster order processing and more benefits! Click here to view al information regarding our "Passport Membership"

• Free Shipping

*We are not responsible for any duties, fees, or taxes you may incur associated with the shipping/handling fees of international and non-international orders. It is your responsibility to pay all duties, fees, and taxes when you pick up your parcel at the post office.

Due to UPS surcharges and variations in size, weight, shipping content, and ship to location, shipping and handling charges are subject to change at any time. The term "Free Shipping" as used on our website refers to Free UPS Ground in the 48 U.S. states and no other shipping methods.

Standard Shipping Rate - Online Orders

Our standard shipping method is UPS Ground and is FREE on all orders shipped to the 48 continental states that total over $70.00. Most of our online orders will be shipped via this method, unless otherwise specified by the customer or required by the nature of the order. UPS Ground rates are FREE to the continental 48 states unless your order totals less than $70.00, in which case we may ship via U.S. Mail or UPS Ground at a cost of $9.00 or more for domestic and $25.00 or more for international

Phone and Mail Orders

Phone orders are NOT eligible for free UPS Ground shipping offer. When placing a phone order, one of our customer service representatives will give you the best shipping rate for your "ship to" location.

Overnight Shipping

Our standard overnight method is "UPS Next Day Air Saver" (guaranteed delivery by 6 p.m.) Rates for this method range between $35.00 - $70.00 per order, with the average rate usually being about $40.00 - $50.00. UPS Next Day Air Saver is the cheapest of three overnight methods offered by UPS. There is also "Next Day Air Early AM" (delivered by 10:30 a.m.) and "Next Day Air" (delivered by 3 p.m.). Any of the 3 overnight methods get the package to its destination by the next business day after it ships. UPS Saturday Delivery is available for an additional $15.00.

Hawaii and Alaska

We charge an additional $5.00 for shipping Priority Mail to Alaska & Hawaii on orders totaling over $35.00 ($8.00 if under $35.00). Hawaii & Alaska orders will be shipped via Priority U.S. Mail automatically (add $3.50 if you want insurance) unless another method is specifically requested. Hawaii & Alaska orders receive an additional $10.00 charge on top of the normal rate when shipped via UPS Next Day Air or UPS 2nd Day Air. Please specify if you want insurance.

Note: If you do not request insurance, you order will automatically be shipped without insurance and we will not be held responsible for lost packages.

International Orders

Most international orders need to be shipped via U.S. Mail. Shipping rates on such orders start at $20.00 and go up from there and may require an additional $3.50 for insurance. Most of our international orders for one or two pair run about $44.00 (for shipping). Please specify if you want insurance. Due to certain factors such as weight, size, content, insurance, etc., we may need to adjust the shipping and handling rate used during your online checkout process and reserve the right to change this at any time.

Some international back orders may be subject to shipping charges. If we determine that some items on your order are back ordered for a long while & we decide to ship you the items(s) we currently have in stock for you order, we may charge you U.S mail postage fees on the back ordered items.

Note: If you do not request insurance, your order will automatically be shipped without insurance and we will not be held responsible for lost packages.

If you are having your order shipped internationally, you may need to pay additional fees (duty fees or taxes) on the goods when you pick them up at the post office. These fees vary based on the country, and we CANNOT mark "gift" on the customs form to have the fees waived.

PO Boxes / APO Boxes

UPS will not ship to PO Boxes or APO addresses. If the product must be shipped to a PO Box or APO address, then U.S. Mail (add $3.50 for insurance) will be the method of delivery. If you would like us to ship your order using something other than US Mail, then contact us or e-mail us at info@sheepskinshoestore.com to specify the method you wish to use when shipping your order.

Package Retrieval

A $15.00 handling fee will be charged for any package retrieval and/or call tags issued as a result of a customer changing or canceling an order after it is processed. This applies to orders shipped and processed before we receive email notification from customers trying to to change or cancel their order(s).

• UPS

We use UPS World ship as our standard shipping carrier. If you want your package delivered "Signature Required" you must state this in the section marked "special instructions comments" when checking out and a $3.00 fee may be added to your order.

Any order totaling under $70.00 will be shipped via US Priority Mail and be charged $9.00 for shipping and handling.

Ground, 3-Day Select, 2nd Day Air, 2nd Day Air AM., Next Day Air Early AM by 10:30 a.m., Next Day Air by 3:00 pm, Next Day Air Saver by 6 p.m.

Our default overnight shipping method is Next Day Air Saver.

(Note: UPS will not deliver to PO, APO, PPO addresses. We will then ship via US Priority Mail to these addresses.)

Due to different weights, sizes, and package contents, we must sometimes make adjustments to the original shipping fee that appears on your online order after checkout.

• FedEx

FedEx Int'l Ground is our standard shipping to Canada which will usually cost around $22.00 for just one pair.

FedEx Overnight - Earliest next business morning. Delivery to select locations. Saturday delivery not available.

FedEx Priority Overnight - Next business morning. Friday shipments will be delivered Monday unless Saturday delivery (additional fee) is selected.

FedEx Standard Overnight - Next business afternoon. Saturday delivery not available.

FedEx 2 Day - Second business day Thursday shipments delivered Monday unless Saturday delivery (additional fee).

FedEx Express Saver - 3rd business day. Saturday delivery not available.

Due to different weights, sizes, and package contents, we must sometimes make adjustments to the original shipping fee that appears on your online order after checkout.

• USPS

Parcel Post, Priority Mail, Air Parcel Post, First Class & Express Mail are the US Mail methods available. Often times, a $3.50 charge will be added for insurance. Some countries do not offer postal insurance.

Any order totaling under $70.00 will be shipped Priority US Mail and be charged $9.00 for shipping and handling, unless we are notified otherwise.

Our default international shipping method is International Air Parcel Post which will get the package to your post office in 6-10 business days. Depending on customs procedures in your country, your package may be delivered beyond the normal 6-10 business day period.

If you are having your order shipped internationally, you may need to pay additional fees (duty fees or taxes) on the goods when you pick them up at the post office. These fees vary based on the country, and we CANNOT mark "gift" on the customs form to have the fees waived.

Due to different weights, sizes, and package contents, we must sometimes make adjustments to the original shipping fee that appears on your online order after checkout.

• No sales tax

As some of you may know we are located in central California. We have never charged sales tax for any customers residing outside of California. We've decided to extend this to California residents as well. So, if you live in California (some where outside of San Luis Obispo County), or anywhere else, you can now enjoy our No Sales Tax policy. If you are shipping to an address in San Luis Obispo County and your order does not include tax, we will add tax accordingly. We reserve the right to adjust shipping and handling charges at any time.

Shipping Charges

Since shipping rates vary with factors specific to each order (such as size, weight, insurance, content, and ship-to location) we may need to adjust the shipping and handling rate used during your online checkout process. We reserve the right to adjust shipping and handling charges at any time. Click to see our shipping methods.

• 110% price match

Our price structure follows suggested retail, and we want to give you the most for your money. If you find a lower price anywhere online after ordering with us let us know and we'll give you 110% of the price difference! Alternatively, if you find a lower price anywhere online before ordering with our website give us a call to see if we can price match the product for you. The item has to be in stock in the same style, size, and color that was purchased from SheepskinShoeStore.com. Also, the product must have been in stock at the same time the purchase was made from us. The company where you find the lower price cannot be an auction site. The product you find cannot be second hand. If there are any shipping fees, promotions, or any other fees and taxes being added to the price of the product you have found at a lower price they will be included when calculating the price difference. This offer is valid for 10 days after you make your purchase. Email us at info@sheepskinshoestore.com.; put "Price Match" in the subject line and be sure to include your order number, date of purchase, purchase price, along with the name of the company, and the price at which you found it cheaper. SheepskinShoeStore.com reserves the right to NOT uphold this policy and price match when, 1: the total value of the product (including, shipping and tax etc.) is greater than our online regular price, 2: the product found at a lower price is out of stock, 3: the product found has been discontinued 1 week prior to your purchase date, 4: the item(s) you find at a lower price must be at regular price not a sale price. We will not price match on items listed on any sort of "Auction" based website, sale item(s), or discounted item(s).Occasionally some sale items my be eligible for price match for more information please feel free to contact us at our toll free number (877 756 2475) or email us at info@sheepskinshoestore.com. We price match online only. Not in stores - birck and morter retail locations.

• Return policy

Merchandise being returned for a refund must meet both of the following conditions:

• The merchandise must be received into our warehouse within 60 days of the processing date, which is the day the order was shipped and credit card payment was processed.
• The merchandise must be returned in unworn condition.

Note: Sale shoes are returnable for exchange or online credit only.

If shoes are returned looking worn, we cannot accept them for return or exchange. We recommend wearing footwear with socks on carpeted surfaces only for short periods of time to prevent them from becoming worn. Shoes being returned or exchanged must come back in the same condition as when they were shipped to you. If the original shoe box is badly damaged when we receive your return, you may be subject to a $6.00 repackaging/restocking fee.

Shipping charges are not refundable. Additionally, any shipping costs you may accrued when returning items to us will not be reimbursed.

Refunds can take up to 30 days to process after we post it in our system that we have received your return.  Returned boxes do not always get opened thte same day they are delivered. For example, if your returned parcel gets deliverd to us on a Friday afternoon or on a Staurday, it may not be opened until Monday, or even Tuesday if Monday is a holday. Once your returned parcel gets opened, then the return process begins which can take up to 30 days for a credit to post on you account.

Mail exchanges and returns to:

SheepskinShoeStore.com
Attn: Mail Order Dept.
3595 Sueldo Rd, #130
San Luis Obispo, CA 93401

Please note we reserve the right to send back (at your shipping and handling expense) any items we feel have been worn that you are trying to return or exchange.

Exchanges

Exchanges are NOT eligible for promotional discounts and are NOT considered a new order. Exchanging a product for an item that is of higher value does not qualify for a 10% discount on the difference of the two products.

• Cancellation policy

Some cancellations will be subject to a "Restocking / Processing Fee." The fee can range from $5.00-$25.00 per pair and is subject to change at any time. If our company orders in products to our warehouse specifically to fill your order and you cancel your order (or part of your order) after we order these products, you may be charged a "Restocking / Processing Fee." This usually applies to orders that include multiple items, unpopular sizes/widths, custom orders, and/or high-priced items. The "Restocking / Processing Fee" often applies to orders that include a high dollar total. If you have any questions about whether or not your product(s) or order(s) is/are subject to this fee, call us toll free at 877-756-2475.

*Note, If we have already started processing your order before we are aware of your cancellation and you refuse your package, your order will be subject to a $15 return fee plus the shipping and handling charges.

• Payment methods

We accept the following methods of payment:

Visa, MasterCard, Discover, American Express, PayPal, Cashiers Checks, Travelers Checks, or Money Orders. We accept personal checks with proper ID. Orders to be shipped using the "personal check" payment method will be subject to a 7 to 14 day waiting period, once the check is received, before the order ships. The waiting period for "out of state" checks is usually 10 to 14 days. This is a secured server so all information sent to us over the Internet will be secure and safe.

PayPal:

We gladly accept PayPal.

Ordering with PayPal is easy! If you would like to pay for an order with PayPal, place your order online and specify in the "special instructions" box that you would like to pay using PayPal. (You can also place your order with us by phone or send us your order via e-mail and indicate that you would like to pay using PayPal.) When we receive your order, we'll e-mail you an invoice with your total and instructions on how to complete your order.

You do not need an existing PayPal account to use this service. If you do not already have an account, simply place an order as instructed above. The e-mail you receive, including the invoice, will guide you through the account creation process. Creating a PayPal account is free and easy!

Make all PayPal orders payable to info@sheepskinshoestore.com

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• Time frame

We will start processing on your order immediately after it is received. Please allow us time to process your order as some can take up to 48 hours. Note that some items may be on back order and cannot be shipped right away. If your order is needed by a certain date, please let us know ASAP. During the online checkout process, you will be provided with a space to enter any special shipping instructions or time deadlines pertaining to your order. You also may call us toll free (877) 756-2475 or e-mail us at info@sheepskinshoestore.com with any details pertaining to your order.

• Signing for packages

Our customers have the choice of requesting that their package be signed for or to have it left on the premises. We like the "sign and release" policy here at BirkenstockBeach.com. This means that we prefer all orders shipped via UPS or FedEx be signed for by the customer upon delivery of that order.

However, packages may be left on premises without signature. Please write " leave on porch" or "signature required" in the "Special Instructions" box during the checkout process. SheepskinShoes.com will not be held responsible for packages stolen from anywhere on your premises if you choose to disregard the signature process. If you do not advise us to require a signature our default method is to leave the package on the premises.

 

• Back order policy

Occasionally, items may not be immediately available when an order is placed. In this case, we will place the item on back order and notify you. If the item you are ordering is on back order for only a few days, we will just ship it to you when it comes in. If it is on backorder for a week or more, we will notify you by e-mail with an estimated ship date. Please reply to this e-mail. If we do not receive a response from you, we will automatically keep your item on back order and will ship it to you upon arrival in our warehouse.

Please note that we will not charge your credit card until we have received the back ordered items and are shipping your order. We will keep your back order open to ship for up to six months unless we hear otherwise.If we attempt to contact the customer via email, phone, or fax to inform them about an item currently being out of stock, & we never hear back from the customer, we will ship the product(s) upon arrival into our warehouse if it is within 6 months of the order date. If this package is “Refused” the customer may be charged a $10.00 handling/restocking fee. Also, no shipping & handling costs will be refunded. If you DO NOT want your item or to stay on back order it is your responsibility to respond to our back order notice!

Back Orders are subject to price increases. Once an item(s) has been on back order for longer than 30 days, those product(s) still on back order are subject to any price increases that have taken place on those items before they ship.

 

• Charging credit card information

We do not charge your credit card when you checkout! Only when we are packing your products to be shipped out do we then charge your credit card. The only exception is when orders totaling over $650.00 may be charged as many as 7 days prior to the day we ship your order. As a part of our "identity theft prevention program" at BirkenstockBeach.com, we usually "charge and wait" before shipping large orders totaling over $650.00. The same process applies especially to large international orders. Sometimes the order may sit for longer than 7 days, unless you are a Passport Member and we have an order history on file.

 

• Identity theft prevention program

We have an "Identity Theft Fraud Prevention Program".

• We report all illegal activity to the FBI (www.ic3.gov and www.ifccFBI.gov)
• We may contact customers if we feel that the order placed may be fraudulent in any way.
• We are in good communications with the Better Business Bureau (BBB) and reserve the right to report anyone we think might be involved in any kind of identity theft. Please note that any orders we receive from the Phillipines, Nigeria, Saudi Arabia, and Ghana or surrounding areas will be contacted as identity theft has become very prevalent in these areas.

 

• Special orders

Special orders may be returned for exchange or online store credit only. Most special orders will be charged before we order the products into our warehouse. Once a special order has been processed, it cannot be cancelled or returned for a refund, unless the product is defective. Sven brand special orders are subject to a $25.00 restocking fee if canceled prior to shipping, due to the fact that Sven's are custom produced after you have placed the order.

What's a Special Order?

A special order is any item that we determine to be an unusual size, color, quantity, or style which we would not normally carry in stock. If your order contains one or more special order items, you will be contacted before the order is processed. All Sven clogs and boots are considered special orders.

Some examples of special orders are:

• Five pairs of Arizona Birkenstocks
• A pair of size 50 Regular Vaasa Finn Comfort shoes
• Women's size 11 or 12 UGG boots
• Any customized shoe or sandal, such as a custom Sven clog or boot
• An order with multiple unusual sizes

We appreciate your understanding regarding our special order policy. Though the majority of orders are not classified as special orders, we must be careful when ordering certain products due to the amount of fraudulent activity and buyer advantages made possible by the internet.

If your order includes a "special order" item, you will be notified before we charge your credit card.

 

• Sale shoes

Sale shoes are not returnable for refund but are eligible for exchange or online store credit as long as they are sent back in unworn condition. Shoes marked on "special" are eligible for refund or exchange. Some sale items are only listed "special" for the actual sizes we have in stock. Other times, certain sale items may be ordered in certain sizes. If a certain size needs to be ordered for a customer ,it may need to be sold to the customer at regular price. In this case, you will be notified before we order the product for you

 

• 10% out of stock discount

In certain cases the item you order may not be available in stock due to reasons out of our control, such as a late truck shipment or bad weather. The main purpose for this discount is to allow our customers a 10% discount in either of the following situations:

1) If you "opt" (take that option) for an alternate product from the item originally ordered. Sometimes we have very similar product options that are almost the same as the one originally ordered. Customers who opt for this alternative become eligible for a 10% discount on an alternate style, color, or size from the products(s) they originally ordered.

2) If you do not want the alternate product presented and opt to wait for the original product ordered, you can still receive a 10% discount if we can not ship that item(s) within 30 business days of the date you ordered. Orders for product(s) subject to late delivery beyond our control, are NOT legible for the 10% out of stock discount.

This discount does not apply if we are expecting more of the product (you originally) ordered within 30 business days of your order date. These types of items we consider "temporarily out of stock" and the 10% off discount does not apply, unless of course you are a "Passport Member" in which case you would be receiving a 10% discount on all your products whether they are in or out of stocks.

*Note, sale item(s) are not eligible of the 10% out of stock discount. This discount offer is only good for 30 days from the date at which the customer has been contacted regarding there item(s) being out of stock.

 

• Promotional prices and discounts

If using a promotion code or discount of any kind, you must inform BirkenstockBeach.com while you are placing your order. This can be accomplished by indicating the promotion code or discount in the "Special Shipping Instructions Comments" section when completing the online ordering process, or by contacting us by email or phone as you place your order. If you are a Passport Member, please type "Passport Member" and your membership # in the "Special Instructions" section during the checkout process. We will apply your discount after receiving your order, therefore your total upon checkout will not reflect the actual amount you will be charged.

We have provided a "Special Instructions" box for you to communicate with us anything we should know pertaining to your order. For example, "I need my package delivered by Tuesday, May 1st 2:00 p.m." or "Please send my package signature required." Please feel free to write several lines of text if needed to communicate any special requests or instructions you may have.

 

• Volume order discounts

We are able to offer volume discounts on some large orders. Most volume discounts are given to orders containing multiple quantities of the same item or products. Sometimes we can give a volume discount on orders where the products are different but the dollar total of the order exceeds $600.00

Note: Volume discounts are handled on an individual basis. Due to differences in product availability, size, weight, ship-to address, shipping method, etc., we reserve the right to approve or disapprove any volume discount on any order at any time. Volume discount orders are not eligible for refund or exchange. If you feel your order may be eligible for a volume discount, contact us via e-mail at info@sheepskinshoestore.com (with the subject line "volume discount") or toll free (877) 756-2475.

 

• Shipping policy for exchanges

When exchanging an item from your original order, we will ship the replacement item via UPS Ground at no charge for your first exchange. If you require another shipping method, you will be charged the normal fee. If the exchanged item comes back as a second exchange, we will assess a normal shipping and handling fee before shipping you the second, third, fourth, fifth, exchange etc. All items being exchanged must be sent back to us in unworn condition. If the item being sent in for exchange or return shows wear, we may assess a cleaning charge or determine whether they are un exchangeable/un returnable and ship them back to you.

If we have to clean, fix, or replace any part of your return product, your exchange or refund may be subject to a restocking fee of 10-20% of the value of the product.

If we make a mistake on your order & are authorizing to return for shipping . We only reimburse return shipping when it is a standard UPS or US mail ship method. We will not reimburse premium shipping methods.

 

• E-Mail communication

After you place an online order on any one of our web sites, you will receive a series of e-mails as your order moves through our processing system. Please note that, our e-mail address has a "info@" in its title and if you have a spam filter on your filter might class our e-mail as spam. So if you do not receive any e-mails from us please check your spam filter. We try to be as thorough as we can in obtaining the product(s) you seek and completing your order in a timely manner. We ship products that come from all over the world and the availability of certain products can make it a bit tricky at times to get your product(s) shipped out fast. To communicate via e-mail to our customers regarding their orders, the following messages are used.

• Pending Order	This email message will be sent to you once your new order is received in our order center.
• In Progress	Sent to you when one of our customer service representatives initially starts working on your new order after it is received.
• Multiple Item Standby	This email is for people who have ordered more than one item. Usually this means we have some of the items you ordered on hold for you, & are waiting for the other item(s) to come into our warehouse. Then we can ship the order complete. This can really save on shipping costs for international orders.
• Order On Hold	If you receive this email notification message please contact us right away! We send this when we are missing an important piece of information from your order and need it so that we can process your order. An example would be an order with no size &/or color for a product specified.
• Approved	Sent to you once we have your product pulled from stock and are processing your order. This is when your credit card gets charged & your package is being prepared to leave the building.
• Out Of Stock	When the item you have ordered is not available anymore we send this message. It may be just the size or color that is Out of Stock. We try to order more from the manufacturer but the item is just no longer available.
• Back Ordered	Occasionally products may be out of the warehouse for only a few days, but in cases when a product is unobtainable for a week or longer, we will send you this e-mail. Please respond to this e-mail and let us know if you would like to keep your existing order on back order. If we do not hear back from the customer regarding this “Back Order”, we will ship the product to you when it comes into our warehouse up to 6 months from the date of the order without any further communication from us.
• Shipped	Sent to you when your package has been shipped. You will receive your tracking number and be notified as to which products shipped from your order at this time.
• Shipped & Back Ordered	When we could only ship part of an order. The items that have not shipped at this point are still on Back Order and will ship as soon as they come into our warehouse.
• Shipped & Out Of Stocked	This email will be sent when we have shipped one or more of the products and the remainder or out of stock and will never ship.
• Returned	Letting you know that we have received your package and are currently handling your return. Our average time to put a refund onto an account is about 5-7 business days after we receive the package back from the customer. Some refunds may take up to 30 days to process.
• Refunded &/or Exchanged	Letting you know that we have refunded your account &/or have shipped you the item you requested as an exchange.
• Online Credit	Letting you know that we have assigned you an online credit to be used towards your next order. During checkout upon placing your next order, write us a note in the “Special Instructions & Comments” box that you have a credit and we will apply it to your order after we receive it.
• Declined	Sent to you when your credit card has declined. We will also place a phone call to you if you are in the United states. Products for declined orders are restocked immediately. So if you still want the item(s), please contact us right away.
• Canceled	Sent to you when your order has been canceled at your request. Or because the product you ordered is not available and we have not heard back from you as to whether or not you would like to "opt" for an alternate choice. We do have an “Out-of-Stock” discount when you “opt” for an alternative product.
• Deleted	Letting you know that your order has been deleted from our system. This is sometimes done if we feel that the order is fraudulent in any way.
• In Store	This message is what we send to communicate with a customer who has made a purchase in one of our retail store locations. If an order has been placed in-store this email will confirm the order is in our system.

 

• Privacy notice

We respect the privacy of our customers! We will retain certain order information for as long as we need it in order to fill back orders. We will contact customers who have back orders exceeding six months before shipping the products. We will never share your customer information or e-mail address with any outside companies or businesses seeking mailing list information. We paper shred any hard copies when we are through with the order and we take the privacy of all credit card information very seriously. Any hard copy paperwork being used to process your order is held in a locked, secure area. All of our servers are secure and we will continue to provide a safe format for online orders. We only store credit information for a short period of time while we are processing your order. Some credit information, on selected orders, may be stored for up to six months on our secured server for the customers convenience.

 

• Packaging Conservation

Here at BirkenstockBeach.com and all of our affiliate web sites, we try to reuse/recycle all corrugated and packaging materials. Not only do we recycle the typical cans, bottles, etc., at our warehouse facility, administrative offices, and retail location, but we also recycle and reuse some of the package and packing materials from our incoming shipments as well as our own used during the shipping and handling process.
We try to reuse all tissue papers, stuffing paper, brown paper, popcorn, bubble wrap, styrofoam, plastic bags, packing tape cores, cardboard boxes, etc. that come into our warehouse facility and retail locations. So, if you find any odd-sized or shaped materials inside your package to serve and protect your products we hope you will understand. We even invert many of our incoming boxes so that they get reused.

Please, we encourage you to try and recycle or reuse any of these materials as we try to conserve and preserve the precious resources on our planet. Thank you!

 

• Order problems & complaints

If you're having any trouble with your order, please e-mail us at info@sheepskinshoes.com with the subject line "Customer Situation". Please include as many relevant details as you can, including the nature of the problem, your name, order number, date, and anything else that could be pertinent to your order. We will make every effort to quickly resolve the problem and apologize for any inconvenience.

Compalints

We work very hard to offer you the best customer service we can and to ensure that you have a great online shopping experience. If you you have any complaints about our web site or online ordering, we would like to be informed. Please email us at info@sheepskinshoestore.com with the subject line "Consumer Complaint". We will contact you as soon as possible after receiving your complaint. We thank you for your business and look forward to a peaceful resolution. Thank you!

Note: Due to the complexities of certain server I.S.P connections, we may not receive your e-mail for a delayed period of time.