FAQ

FREQUENTLY ASKED QUESTIONS

Is it safe to use my credit card on your site?
Shopping at TiltedSole.com is safe. Every credit card purchase you make at Tilted Sole is verified through Braintree.

What is the status of my order?
To view the status of your order click on the "My Account" link found at the top of the page. You will be able to view your order history and get detailed information on the progress of your order. Please allow 1-3 business days to process your order. Once your order is shipped you will receive an email with your tracking information. Should there be a delay in the processing of your order you will receive an email with an explanation and any steps needed on your behalf to complete the order. Be sure to check your “junk mail" box in the event your ISP flagged the email as spam. To insure you receive our emails add us to your safe sender list.


Be sure to check your “junk mail" box in the event your ISP flagged the email as spam. To insure you receive our emails add us to your safe sender list.

What forms of payment do you accept?
We currently accept all major credit cards; Visa, MasterCard, Discover, American Express, Diners Club, JCB, PayPal, Apple Pay and Android Pay for all orders.


Why won’t my payment go through?
If you are experiencing check out errors there could be a few reasons why. First ensure you are choosing the correct billing address for the credit card being used. I would also always suggest you check out with Mozilla Firefox. If you have your browser open for a long period of time try selecting CTRL F5 to refresh your page. If and error still persist contact our customer support to speak with one of our customer service specialists at the toll free number.

What do you charge for shipping an order?
All shipping cost rates are determined by the shipping location and all costs may vary upon location. To determine your shipping cost you may do so at Checkout by selecting your zip code and city. Follow the Shipping Info link for more information on International Shipping charges.

Shipments to PO boxes or military addresses are shipped via USPS only.



What shipping carrier do you use?
To pass on the shipping cost savings, we have partnered with UPS Mail Innovations for all shipments bound for a US destination.
UPS Mail Innovations works with the U.S. Postal Service, providing the pick-up, processing, and interim transportation of mail, with final delivery being made by domestic and international postal services.
We also use the following courier services: UPS Ground and Fedex Ground.
*For our friends in US Territories and our Service Men and Women overseas, we offer USPS only as a low-cost option with flat-rate pricing.

Do I need to provide further documentation after my order?
Each order is subject to be reviewed by our Billing Department and further documentation may be requested by TiltedSole.com for fraud protection purposes.

Why am I not getting my order and shipping confirmation emails?
There are a number of reasons why you may not be getting these emails. One way to assure you receive these emails is to add customercare@tiltedsole.com to your address book. By doing this you are telling your Internet Service Provider our emails are not spam and they will not go in your junk folder or be bounced by your ISP.

I paid through PayPal, what shipping address will my order go to?
The shipping address comes from your PayPal account and can’t be changed when placing the order. Please log onto PayPal before placing the order and change the shipping address desired.



Why was my order cancelled?
1. You may have made a duplicate order. When this happens we cancel one of the orders to make sure that you were not charged twice.

2. You may have failed to respond, in a timely fashion, to an important email. Often these emails relate to verifying your information, or completing payment.

*If you have any questions about your canceled order, please contact us with your name and order number.

Do you take phone orders?
All orders are placed online through our website.

Am I able to cancel my order?
Unfortunately, we are unable to cancel your order once it has been shipped and obtains a tracking number.
If you do not wish to keep this package you may refuse it upon delivery to be returned to our company for a full refund.

Why after adding items to my cart does it indicate "My Cart is Empty"?
If your browser settings do not allow cookies, you might not be able to checkout and place your order. In order to verify your settings and change any if necessary, follow these instructions.

First, follow this link, copy & paste, or type this URL into your browser address field to determine what browser you are using.

Once you have determined the browser your operating system is using, follow the link to your respective browser below for instructions on how to enable cookies.

Internet Explorer
Google Chrome
Mozilla Firefox
Safari
Opera


Can I change my address on my order?
We do apologize unfortunately we are unable to alter billing or shipping information once your order has been placed for security purposes. We can request cancellation for your order in which you may then replace if we are able to intercept the package from being shipped. Please allow 24 business hours for a confirmation email if you wish to proceed with cancellation, an alternative option is if your order is shipped via UPS or FedEx we may have you package held at their facility, if your package is shipped by another courier we cannot guarantee the courier will hold that package. A valid Government ID will be necessary matching the receiver name for a will call.


How can I return an item?
You may return the item for exchange or for a refund. The item usually arrives with a return authorization form, if you are missing the form you may click here to access it.


Please click here to review the Return Policy before returning an item.


When I request an exchange, will the replacement item be held for me?
Unfortunately we cannot 100% guarantee that our warehouse will be able to successfully hold your item so we suggest that you ship your item back as soon as possible for your exchange to be processed.

How long will it take for my return to be processed?
Once we have received your return at our warehouse, it should take between 2-7 business days to complete. You will receive email confirmation once the return is completed.

I received a Defective/Damaged item, what do i do?
Please email us at customercare@tiltedsole.com with your order number and photos of the Defect/Damage for review by our quality assurance department.

Can you please mark my purchase as "gift" to avoid custom duties taxes?
Unfortunately due to Customs regulations, we are unable to mark the merchandise as a "gift".

Please be advised, Tilted Sole or its affiliates are not responsible for customs/duties. All applicable custom fees, taxes and duties are the sole responsibility of the customer. Custom authorities require that we state the value of your order directly on your package this price is calculated by the retail cost. It is at the sole discretion of custom agents to release your package. Note, in rare occasions custom agents may delay delivery of some packages. For more information on customs and duties charges, please contact your local customs office.


Do you ship to addresses outside the United States?
Yes we do offer International Shipping. If you pay with a foreign credit card, our billing department may contact you asking for additional information such a utility bill or a form of identification to verify the billing address on the order. This information is used solely for verification purposes and for your security. In order to avoid this delay, we recommend our international customers use PayPal.

Do you ship to PO boxes or Military APO/FPO addresses?
United States Postal Service/APO Box. For APO Box addresses, we use USPS as UPS. Other couriers do not deliver to APO Box addresses. Please allow 3-4 business days to process your order and additional 4-7 business days for most in-stock items to arrive on your doorstep.

Why are the store prices sometimes different from your online prices?
The difference in prices at various locations would be due to promotions approved by the store manager. At times, depending on availability of the shoe and how slowly the item is selling, the store manager may mark down the price to push the inventory out.



What are the requirements for using a discount code?
You can only use ONE coupon code per transaction.

At the individual brand's request, promotional codes do not apply to all items or sometimes do not apply to a given brand. Please see each promotion for details.


Do you have a catalog?
Currently, we have a 'virtual' catalog. Our entire product is online; we do not have a physical catalog. To ensure customer service, we are constantly updating our website to provide you with all the latest updates on our inventory.

Do you charge sales tax on any item(s)?
Sales tax will be added to orders being sent to California, Nevada, Texas, Arizona, Washington, Illinois, Michigan, Tennessee and New Mexico.


Do you match your own prices if an item goes on sale after my purchase?
Yes, if an item you order from us goes on sale within 10 days of your original purchase we will refund the difference. Contact us at customercare@tiltedsole.com

How many stores do you have?
You can find us in every major mall in California from Sacramento to San Diego. We have 82 locations in California, 5 in Nevada, 11 in Arizona, 11 in Texas, 2 in New Mexico, 5 in Washington and 1 in Oregon. Please take a moment to review our ever-growing list of retail locations.



I have concerns after reading some online reviews about Tilted Sole?
Although we are far from perfect, TiltedSole.com will never deliberately deceive our customers or charge for products not shipped. Occasionally we run across merchandise that is not suitable to ship with an order and is our last pair. In those cases we will remove the item from your order and refund your card for the amount of the item not shipped.

There are a number of sites that post online reviews for Shiekhshoes.com where we are unable to post a rebuttal or response unless we pay a membership fee. We do not agree with this business practice and refuse to pay those fees. If you are not satisfied with our products or service, contact us directly and we will make every attempt to make it right.


If you did not find the answer you were looking for let us know:
Please feel free to contact us at : 1 (855) 395 - 7653
Monday through Friday 7:00am - 5:00pm (PST)