Frequently Asked Questions

About Special orders?

Once I place an order with the brand; it can take up to 4 weeks for me to personally receive it and place it on my shelf. For Saguaro special orders it will take two to three months for me to personally receive it, so ordering in advance is needed for Saguaro. Special orders must pay the full price; discounts are not applied to special orders.

What are my timelines to receive the special order?

Once I receive your special orders (please see above information); I then can deliver it (at your cost) via my shipping options: using Canada Post, Purolator or DHL (when Canada Post is on strike, prices may vary when I use DHL). Canada Post and DHL take an additional 3-12 days to deliver. Please note that your shipping costs depends on the size, weight, and volume per your order.

What are your shipping options?

We use standard shipping options, at your cost. Standard shipping typically takes 5-7 business days. We use Canada Post to make our deliveries and Purolator/DHL if Canada post is on strike. Please note that your shipping costs depend on the size, weight, and volume per your order.

What is your return policy?

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products, underwear, and socks). We also do not accept returns for hazardous materials, flammable liquids, care kits, care products, or gases. Please get in touch if you have questions or concerns about your specific item. 

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have and, once the return is accepted, make a separate purchase for the new item. Please note that this process is subject to the store’s discretion.

Returns

We gladly accept returns of unworn merchandise within 15 days of receiving your order. All items must be returned in their original box/packaging, undamaged, with the original sales receipt.

Worn items, final sale items, and items reduced by more than 15% are not eligible for return or exchange. This means that if items are on sale for 15% or more; they are not eligible for return. As well; once you wear the item, it not eligible for return or exchange.

To be eligible for a return, your item must be in the same condition that you received it—unworn or unused, with tags, and in its original packaging. You’ll also need to provide the receipt or proof of purchase.

We have a 15-day return policy, which means you have 15 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. 

For hygienic reasons, certain products like socks, laces, hats, jewelry, insoles, mittens, scarves, and shoe care products cannot be returned or exchanged.

Shipping & return fees are non-refundable.

To Start A Return

To start a return, you can contact us at shoe.bus.ca@gmail.com. Please note that returns will need to be sent to the following address: 2473 - 194 McGregor Farm Road, Kahnawake, QC J0L 1B0

If your return is accepted, you must pay for the package to be returned to the following address: 2473 - 194 McGregor Farm Road, Kahnawake, QC J0L 1B0. Items sent back to us without first requesting a return will not be accepted. 

You can always contact us for any return question at shoe.bus.ca@gmail.com.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10-12 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at shoe.bus.ca@gmail.com.

Return Policy on Discounted Items?

There is a final sale on discounted items; they cannot be returned. Items reduced by more than 15% are not eligible for return or exchange. This means that if items are on sale for 15% or more; they are not eligible for return.

How can I track my order?

Once your order ships, you'll receive a tracking number via email or text message. You can use this to track your package.

Do you ship internationally?

No, we do not ship to Internationally.

How can I contact customer support?

You can reach our customer support team by emailing us directly at: shoe.bus.ca@gmail.com