FAQs

Returns

  1. Do you offer FREE returns?
    Yes. We offer free returns at any store nationwide. Elite Rewards members will also receive free return shipping for items purchased online at www.thewalkingcompany.com as well as for products ordered on the in-store kiosk at a The Walking Company store – up to two pairs of shoes per order.
  2. Can I return an online order to local store?
    Yes. We offer free returns at any store nationwide.
  3. I would like to return a gift that was sent to me. How can I do that?
    You can return the item to a local TWC store with the included invoice/receipt or you can mail the purchase back to our distribution center, with the included invoice/receipt.
  4. How long does it take for me to get a refund?
    Once a refund is processed it takes 5-7 business days for it to appear on your credit/debit card or 10-15 business days for a mail check to arrive via USPS.
  5. I am returning an item purchased with a TWC Gift Card, how does that work?
    A new TWC Gift Card will be issued for the amount used on the original purchase once the return is processed.

Payment Information

  1. Can I pay with multiple credit cards?
    Yes. You can use multiple cards on phone orders only.
  2. Do you accept PayPal?
    Yes. You can use PayPal on online orders only.
  3. How do I use my TWC Gift Card online?
    Select “Gift Card” as your payment method. A credit/debit card is required to place an order with a TWC Gift Card online.
  4. What forms of payments do you accept?
    Visa, MC, AMEX, Discover, PayPal or Prepaid Gift cards.
  5. How can I obtain the balance of my Gift card?
    Contact our Customer Service Department 1-800-642-9265.

General Questions

  1. Do you price match if an item goes on sale after my purchase?
    Yes. If a regular priced or sale item goes on sale within 15 days. Excludes Final Clearance merchandise. Click Here to see more details about our Best Price Guarantee.
  2. Do you price match with other retailers before a purchase is made?
    Yes. We price match with other authorized retailers as long as the desired merchandise is in stock at both retailers.
  3. What can cause my order to be delayed?
    Address verification issues, incorrect information and out of stock items can cause orders to delay. Please contact customer service if you feel that your order has been delayed or if you receive an email regarding a delay.
  4. How do I unsubscribe from your mailing list?
    You can click the Unsubscribe link at the bottom of any promotional email or you can contact customer service at 1-800-642-9265 for assistance.
  5. How do I change or cancel my order?
    Simply contact our customer service department for assistance with order modifications or cancellations.
  6. Do you offer a warranty?
    Yes. If you think you may have a defective item please call or email customer service so that we can discuss any options that may be available to you. Please keep in mind that depending on the time frame, condition of the item and/or what caused the issue we may not be able to accept your item back for an exchange, store credit or refund.
  7. Do you have a rewards system for loyal customers?
    Absolutely! The Walking Company Rewards Program provides great incentives for our loyal VIP customers. Click Here for more details!
  8. Do you gift wrap?
    Our premium gift wrapping service is available for any in stock order. During check out, simply indicate the items you would like gift wrapped ($5 ea.), where you would like them delivered, and we'll do the rest. Give the gift of comfort this holiday season!

Shipping

  1. Can I expedite my shipping?
    Yes. Click here see all of our shipping rates and methods.
  2. Can I expedite my order being shipped to Hawaii & Alaska?
    Yes. There is a $10 surcharge when shipping to these locations. Click here see all of our shipping rates and methods.
  3. Do you ship internationally?
    Yes. For rate information, please call +1 (800) 642-9265 or email customerservice@thewalkingcompany.com.
  4. How can I track my order?
    You will receive a shipping confirmation email with a tracking number that you will be able to track on FedEx.com. If you do not receive a shipping confirmation email please call Customer Service 1 (800) 642-9265 or email customerservice@thewalkingcompany.com.
  5. Do you ship to PO boxes or Military APO/FPO addresses?
    Yes. Delivery times vary depending on location.
  6. I just received tracking that my order delivered but I didn’t receive it. What should I do?
    Simply, contact our customer service department for assistance with locating or replacing your missing package.
  7. Oops! I accidentally placed my order with the incorrect shipping address. What should I do?
    Please contact our customer service department as soon as you are aware of the mistake for assistance with correcting the address. Please keep in mind that we are not able to make any corrections for packages shipped via FedEx SmartPost.
  8. What are the shipping charges for returning an order?
    Return shipping charges are determined by the carrier the customer uses to return the package to our distribution center.
  9. What do you charge for standard shipping?
    We charge $5 for SmartPost shipping on orders under $100.
  10. Do you offer signature required?
    Yes. Please call Customer Service 1 (800) 642-9265 to request signature requirement on your order. Additional charges may apply.