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Q: How much time do I have to make a Return?

A: Items purchased between November 20th and December 25th may be returned if postmarked within 60 days from the purchase date. Products must be in the condition you received them and in the original shoe box. Items purchased outside this time frame will adhere to our 30 day return policy. Instructions on how to print out a return label are given at the end of the section. Click here

Q: How do I make a Return?

A: You will send your return item via Canada Post to our DHL Global Mail Returns Department. We will provide you with a DHL/Canada Post label to return the purchase. Please be sure to use only the provided DHL/Canada Post label, as all Canadian returns must ship to a specific address to be prepared for entry in to the United States. Instructions on how to print out a return label are given at the end of the section. Click here

Please do not send your purchase back to the manufacturer; we will take care of everything.

We recommend that you ship the return back to us in the original Zappos carton in which you received your order. However, if you ordered multiple items and are returning only one, you may want to choose a more appropriate sized carton.

Q: How much will it cost to return an order?

A: The Return Shipping and Processing fee is $15 per item being returned. Please note the original shipping fee of $10.00 is non-refundable.

Example 1: If you ordered one item and decide to return it, your total refund will be the cost of the item and the import fees, minus the Return Shipping and Processing fee of $15 (one item).

Example 2: If you ordered five items and decide to return two, your total refund will be the cost of the two returned items, the associated import fees, minus the Return Shipping and Processing fee of $30 ($15 x two items).

Q: If I return an order, will my original shipping fee be refunded?

A: Your original shipping fee will not be refunded.

Q: Do I pay for the shipping label?

A: Your return shipping label is pre-paid. You do not have to pay for it, and you will not be charged when you take your package to your nearest Canada Post outlet or drop your package in a Canada Post mail box. You will see the Return Shipping and Processing fee reflected in your refund from canada.Zappos.com.

Q: Will my credit card be charged for the Return Processing Fee?

A: Your credit card will not be charged for the Return Shipping and Processing fee. Instead, you will see the Returns Shipping and Processing fee reflected in your refund from Zappos.

Q: Can I ship my return back to your warehouse in the United States?

A: Not directly. In order to prepare return packages for entry in to the United States, all packages must be shipped to the DHL Global Mail Returns Department first. From there it will be shipped to our warehouse in Kentucky. The return address is pre-printed on our pre-paid return label. Here is that address:

Zappos.com, Inc.
c/o DHL Global Mail, Returns Dept.
355 Admiral Blvd, Unit 4
Mississauga, ON
L5T 2N1

Please be sure to use only the provided DHL/Canada Post label, as all Canadian returns must ship to a specific address to be prepared for entry in to the United States.

Q: Where can I find the pre-paid shipping label?

A: You can print a DHL/Canada Post shipping label right here off this website. Here's what you need to do:

  1. On Canada.zappos.com log in to your account from the My Account page.
  2. Once you are logged in, locate the "Order History" section and click the Order # of the purchase you wish to return.
  3. Click on the "Proceed to Return Process" button on the Order Information page.
  4. On the Return request page check the box next to the item(s) that you would like to return and click the "Return Checked Items" button.
  5. Choose to display the label for immediate printing and click the "Continue" button.
  6. Print the Return Confirmation page and include it with the products that you wish to return. Once we have received your return at our warehouse, we will refund your card and send you email confirmation that your return has been completed.
  7. If there are any shipping labels, bar codes, or stickers from previous shipments on the carton you choose to use for your return, please be sure to remove them.
  8. Attach your return label to the top of the carton. You can use your original Zappos shipping carton, or any plain, unmarked cardboard box. After you tape your return label to the carton, please drop it off at any Canada Post outlet, or, if it will fit, drop your package in a Canada Post mail box.
    To display your return label, please click on the link entitled "Click Here to display your prepaid Canada Post Return Label." Print this label and affix it to the top of your shipping box.

Questions? Contact Us