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Customer Service
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Contact
ONE DISTRIBUTION COMPANY, LLC
NORTH AMERICA
NORTH AMERICA
17777 Newhope Street
Fountain Valley,
CA
92708
USA
USA:
T
888-293-1239
F
888-293-1240
Canada:
T
714-436-5771
F
714-436-5759
ONE DISTRIBUTION COMPANY, S.A.R.L.
EUROPE
EUROPE
7 Rue Chapelet
64200
Biarritz,
France
T
+33 5 59 23 97 71
F
+33 5 59 41 23 29
Order Policies (USA)
Shipping Policy
Free shipping is offered with minimum purchase for a limited period of time. Clearance items are excluded from free shipping. Your order will be shipped via USPS, Fedex, or UPS. A tracking number will be delivered to you via email. Standard shipments usually arrive within 2–7 business days, priority orders within 1-2 days. Shipping times are not guaranteed and are subject to change at any time and without notice. For questions about shipping policies, please contact customer service. SUPRA understands that getting your items quickly is important to you, so we make every effort to process your order quickly.
Terms and conditions for pre-orders :
Should you proceed with your pre-order purchase, you acknowledge and agree that we will debit your credit card for the full amount of your purchase immediately. We will then fulfill and deliver your priority pre-order product following the official product launch date.
Return Policy
- You can return your purchase for up to 30 days from the purchase date.
- Items purchased on clearance are final sale and can not be returned or exchanged.
- Products must be in the condition you received them and in the original box and packaging. Shoes that have been worn or damaged will not be accepted.
- In the event you would like to return your product, please log into your account to process your return and print your pre-paid return shipping label. If you are a PayPal user or if you are unable to access your account, please contact our customer service department to process your return.
- Once your return is received and inspected by our fulfillment center (usually within 72 hours of receipt), your refund will be processed and a credit will be automatically applied to your credit card or original method of payment within 7-10 business days. Please note that depending on your credit card company, it may take an additional 2-10 business days after your credit is applied for it to post to your account.
* Please note that to use our pre-paid labels, shipments must be sent from the United States.
Have questions? Call us M-F 8 am, 5 pm PT at 1-888-293-1239 or ask a Support Question at the tab above.
Order Policies (CANADA)
Shipping Policy
We may occasionally offer free shipping with minimum purchase amount for a limited period of time. Please note that clearance items are excluded from free shipping. SUPRA understands that getting your items quickly is important to you, so we make every effort to process your order quickly.
Terms and conditions for pre-orders :
Should you proceed with your pre-order purchase, you acknowledge and agree that we will debit your credit card for the full amount of your purchase immediately. We will then fulfill and deliver your priority pre-order product following the official product launch date.
Return Policy
If you are not 100% satisfied with your purchase, you can return your order for a refund. We do not offer exchanges.
How to Request an RMA
To return an item, you must get a Return Merchandise Authorization number (RMA) from us. To request an RMA, please follow this procedure. Any returns received without an RMA will be refused and returned.
To Return an Item:
- Obtain a Return Merchandise Authorization number (RMA#) by e-mailing customer service at customerservice@suprafootwear.com. In your e-mail, please include your order number, name, phone number, and e-mail address used to place the order. You can also call us M-F 8 am-5 pm PT at contact numbers listed on this page
- Our Customer Service department will respond to your request and provide an RMA# and return form within 72 hours.
- Include the completed return form inside the box and package the item securely in its original packaging.
- Arrange for shipping using your preferred carrier. Please note – return shipping fees are to be paid entirely by the customer. SUPRA Footwear is not responsible for lost or damaged items.
Order Policies (EUROPE)
Shipping Policy
SUPRA understands that getting your items quickly is important to you, so we make every effort to process your order quickly. We may occasionally offer free shipping with minimum purchase amount for a limited period of time. Please note that clearance items are excluded from free shipping.
PLEASE NOTE: SHIPPING LIMITATIONS
UK
We deliver only to the United Kingdom including England, Wales, Scotland and Northern Ireland.
We do not yet ship to Isle of Man, Isle of Wight, Jersey, Guernsey and the British Overseas Territories.
France
We only deliver to mainland France and Corsica. The overseas territories are excluded for the moment.
Spain
Delivery to the Balearic and Canary Islands are excluded.
Terms and conditions for pre-orders :
Should you proceed with your pre-order purchase, you acknowledge and agree that we will debit your credit card for the full amount of your purchase immediately. We will then fulfill and deliver your priority pre-order product following the official product launch date.
Return Policy
- You can return your purchase for up to 14 days from the purchase date.
- Items purchased on clearance are final sale and can not be returned or exchanged.
- Products must be in the condition you received them and in the original box and packaging. Shoes that have been worn or damaged will not be accepted.
- In the event you would like to return your product, please log into your account to process your return and print your pre-paid return shipping label.
- Once your return is received and inspected by our fulfillment center (usually within 72 hours of receipt), your refund will be processed and a credit will be automatically applied to your credit card or original method of payment within 7-10 business days. Please note that depending on your credit card company, it may take an additional 2-10 business days after your credit is applied for it to post to your account.
Contact
ONE DISTRIBUTION COMPANY, LLC
NORTH AMERICA
NORTH AMERICA
17777 Newhope Street
Fountain Valley,
CA
92708
USA
USA:
T
888-293-1239
F
888-293-1240
Canada:
T
714-436-5771
F
714-436-5759
ONE DISTRIBUTION COMPANY, S.A.R.L.
EUROPE
EUROPE
7 Rue Chapelet
64200
Biarritz,
France
T
+33 5 59 23 97 71
F
+33 5 59 41 23 29
Gift Cards
Check your gift card balance
Gift Cards
Gift Cards
- I ordered a e-gift card a few minutes ago. Why haven’t I received the e-mail with the card yet?
- The recipient will receive the e-gift notification with your personalized message via email immediately after your order is placed. Once the order is verified (1 - 3 business days), the recipient will receive an e-mail with the e-gift card redemption number and PIN. We may need to contact you by phone or e-mail to verify your information before we can proceed with your order.
- How long will it take my physical gift card to ship?
- All orders received between Monday and Friday before 8 a.m. Pacific are shipped the same day. Orders received after 8 a.m. Pacific are shipped the following business day.
- What is the current balance of my gift card?
- Please enter your gift card and pin number above to obtain your current balance. If you have questions or are having difficulties with your card, you may contact customer service at customerservice@suprafootwear.com, or call 888-293-1239 between Monday - Friday 8 a.m. to 5 p.m. Pacific.
- I ordered a e-gift card. Will I actually get a card sent to me?
- No. E-gift cards are sent via e-mail to the recipient's email address. You will not be receiving an actual card.
- I lost/Somebody stole my gift card. May I have a replacement?
- Gift cards issued through suprafootwear.com are bearer documents. We are unable to reissue gift cards that are lost or stolen.
- Can I return the balance of my gift card for credit back to my credit/debit card?
- Unfortunately, we do not offer refunds for gift cards.
- I have a gift card, but the item I want costs more than the amount listed on the card. What should I do?
- After entering your gift card information for payment, you will be asked to pay the balance using a credit/debit card/Paypal. You can pay the balance using your credit/debit card or Paypal account.
- I have a gift card, but the item I want costs less than the amount listed on the card. Can I have the balance refunded to the original card used for payment?
- Unfortunately, we do not offer refunds for balances of gift cards.
Contact
ONE DISTRIBUTION COMPANY, LLC
NORTH AMERICA
NORTH AMERICA
17777 Newhope Street
Fountain Valley,
CA
92708
USA
USA:
T
888-293-1239
F
888-293-1240
Canada:
T
714-436-5771
F
714-436-5759
ONE DISTRIBUTION COMPANY, S.A.R.L.
EUROPE
EUROPE
7 Rue Chapelet
64200
Biarritz,
France
T
+33 5 59 23 97 71
F
+33 5 59 41 23 29
Frequently Asked Questions
Common Checkout Errors
Pre-Sale/Order Policy
Pre-Orders
General
Account Related
Policy Related
Shipping Related
Common Checkout Errors
- General Decline of Card
- Your bank or financial institution has declined the purchase and has not provided any details to us. Please contact your bank to see why the charge was declined.
- The credit card authorization request was approved by the issuing bank but declined by CyberSource because it did not pass the Address Verification Service (AVS) check.
- The address you entered as the billing address does not match the information provided by your bank. Please double check to make sure your billing address is entered correctly. If you have moved recently, please check with your bank to see which address is listed on file in order to proceed with your order. Please also see Why does my card appear to be charged more than once? If you make a second attempt at the purchase.
- Not Enough Stock
- One or more of the items you are attempting to purchase is no longer in stock and is no longer available for purchase.
Pre-Sale/Order Policy
- How does pre-order work?
- All products available for pre-order will be clearly identified on the website as “pre-order.” At the time of purchase we will debit your credit card for the full amount of your purchase immediately. We will fulfill and deliver your priority pre-order product at a later date, following the official product launch date.
Pre-Orders
- Terms and conditions for pre-orders?
- Should you proceed with your pre-order purchase, you acknowledge and agree that we will debit your credit card for the full amount of your purchase immediately. We will then fulfill and deliver your priority pre-order product following the official product launch date.
- How does pre-order work?
- All products available for pre-order will be clearly identified on the website as “pre-order.” At the time of purchase we will debit your credit card for the full amount of your purchase immediately. We will fulfill and deliver your priority pre-order product at a later date, following the official product launch date.
General
- Do you carry shoes of different widths?
- We only manufacture medium width shoes.
- What size do I wear?
- The size conversion from women's to men's shoes is 1.5 sizes down. If you wear size 7 in women's, you wear a size 5.5 in men's.
- What country is your size chart based on?
- Shoe sizes on SUPRA are U.S. Men's unless otherwise noted.
Account Related
- Why does my card appear to be charged more than once?
- Please be aware that a transaction declined for an incorrect AVS or CCV has still been approved by your card issuing bank and the requested funds will be placed on hold, thereby reducing your cards available credit. SUPRA makes every attempt to immediately reverse any failed transactions. This is not an actual charge to your credit card and the bank will release the funds back to your card (between two weeks and a month depending on the credit card issuing bank). If requested, a hold can potentially be voided by contacting your credit card issuing bank. SUPRA is not responsible for contacting your card issuing bank in the event of declined attempts at ordering.
- What payment methods does SUPRA accept?
- SUPRA accepts Visa, MasterCard, Discover, and American Express. We do not accept any other methods of payment at this time.
Policy Related
- What is your exchange/return policy?
- At this time, we are unable to do exchanges. Please consult our Returns section for more information regarding returns. If you believe you have received defective product, please send images to returns@suprafootwear.com along with a copy of your receipt.
Shipping Related
- Can I cancel my order?
- SUPRA is unable to cancel your order once it has been shipped from our warehouse. If your order has not shipped, please contact customer service to cancel your order.
- Can I change my shipping address after my order has been dispatched?
- We are unable to redirect orders once your items have been dispatched. Therefore, please ensure you provide a suitable shipping address for the specified delivery times.
- How long does it take to ship my order?
- Orders are processed for shipping on Monday through Friday. Orders placed before 8 am Pacific time will be processed on the same day. Orders placed after 8 am pacific time will be processed the following business day. SUPRA Footwear does not ship on national holidays or weekends.
- Does SUPRA ship to PO Boxes or Military APO's?
- Unfortunately, SUPRA cannot ship to APO/FPO addresses or PO Boxes.
- Which countries does SUPRA ship to?
- SUPRA currently ships to the domestic US only. We do not ship to US territories. For other countries, please consult SUPRA Retailers .
- How will I know you received my order and when will payment be deducted?
- At the time your order is placed, your credit card is pre-authorized and you will receive an confirmation email provided the email address you entered is accurate. Your card will be charged at the time your order is shipped. For orders placed in the EU or UK, your credit card will be charged at the time your order is shipped.
- Can I track my order?
- Once your order has been shipped, you will receive an email and tracking number confirming your shipment. You also can view the status of your order by signing in to your Account.
- Declined Credit Card Transactions (AVS Mismatch) or (Card Code Mismatch)
- This means the transaction was declined due to the AVS or CCV results. AVS compares the billing address provided in a transaction with the cardholder?s address on file at the credit card issuing bank. CCV compares the card code (a three or four-digit security code that is printed on the credit card) provided in a transaction with the card code on file at the credit card issuing bank. When enabled, both services return a code to the payment gateway indicating the results of the match. SUPRA immediately reverses all failed AVS and CCV credit card authorizations. This is not an actual charge to your credit card. The bank must release the funds hold back to your accoount. The time it takes the funds to be reversed depends on the issuing bank of your credit card.
- Different Shipping and Billing addresses
- SUPRA Footwear uses several measures to protect you from fraud. One of these measures is to check if the shipping and billing addresses provided during checkout are the same. If these addresses do not match, a customer service representative may contact the cardholder to verify the order legitimacy prior to it being processed. In some cases, this might delay the order processing if we are not able to reach the cardholder immediately. If the shipping address is not a confirmed address (the address on file with credit card company) and customer cannot be reached, the order might subject to cancellation and the money will be refunded back to the credit card.
- Does SUPRA ship to multiple addresses?
- Unfortunately, you may only ship to one address per order. If your order contains gifts or items that require shipping to multiple locations, you will need to place separate orders for each address.
- I received a defective product.
- If your product is defective in any way, please call SUPRA online customer service at: (888) 293-1239 Monday - Friday, 8am - 5pm PT
Contact
ONE DISTRIBUTION COMPANY, LLC
NORTH AMERICA
NORTH AMERICA
17777 Newhope Street
Fountain Valley,
CA
92708
USA
USA:
T
888-293-1239
F
888-293-1240
Canada:
T
714-436-5771
F
714-436-5759
ONE DISTRIBUTION COMPANY, S.A.R.L.
EUROPE
EUROPE
7 Rue Chapelet
64200
Biarritz,
France
T
+33 5 59 23 97 71
F
+33 5 59 41 23 29
SUPRA Footwear Lace Guide
STEP ONE: Thread The Lace
Thread aglet (shoe lace tip) through outside of bottom eyelet. Thread opposite aglet through outside of opposing bottom eyelet. Pull both aglets through. Lace should lay flat on top of tongue and eyelets. Threaded laces should match at equal length before lacing upward.
STEP TWO: Establish
Lace Pattern
Hold shoe with toe box pointed away. Insert right aglet through exterior eyelet of opposing lace stay and pull through. Insert left aglet through exterior eyelet of opposing lace stay and pull through. Laces should be crossed and sit flat on top of tongue and lace stay.
STEP THREE: Lace Upward
Repeat this pattern. Each lace should sit flat on top of tongue and lace stay as you lace upward.
STEP FOUR: Tuck In Laces
When shoe is laced to its appropriate eyelet, tuck remaining laces into the throat and secure them behind the tongue. Laces and aglets should not be visible on shoes.
Common Mistakes
Dressed properly, SUPRA Footwear should look ready-to-wear and presentable enough for a photo shoot. Below are a few common pitfalls to avoid.
Twisted Laces
Laces should always lay flat over the top of the tongue and be evenly spaced from eyelet to eyelet. Avoid lace twisting by evening and flattening the lace as you thread each eyelet.
Choked or Sloppy
When lacing, make sure to keep lace tension even. Shoes should not be laced too tightly or too loosely.
Open Eyelet Guide
Proper lacing technique applied to each style keeps tongue branding visible and gives the shoes a ready-to-wear look.
- High Tops And Mid Tops
-
High tops like the Cuttler, Henry, Pilot, Thunder, and Vaider along with mid tops like the Bandit, Society Mid, and Skytop III should be laced through the third to last eyelet—leaving the top two eyelets open.
- Skytops
The Skytop and Skytop II should be laced through to the second to last eyelet on the lower eyelet row—leaving the three upper eyelets open.
- Low Tops
-
Low tops like the Assault, Amigo, Dixon, Skylow, Stacks, Thunder Low, Vaider Low, and Bullet should be laced through the second to last eyelet—leaving the top eyelet open.