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Straight Talk About Internet Security
We shop the Internet too. We do understand that sometimes it feels a little scary putting your credit card information out there. This page is meant to give you an exact run-through of how we deal with your private information and what we do with it. In short, we treat you like we would treat ourselves: we're VERY strict when it comes to security.
This entire website is protected by SSL technology. We outsource our shopping cart service to Verisign, the web's leader in 128-bit SSL technology and are very pleased with the security and results of the software.
Here are the steps we take to process orders, just for your information and peace of mind:
- When you place an order with us, we are instantly notified by email (just like you are), that a transaction has occurred. Your name, email address and what you ordered is in this email. Your credit card is NOT sent to us, ever. The funds have already been 'authorized' at the bank but not captured.
- Our customer support staff makes sure we have the product in stock before we actually approve the sale and charge your credit card.
- We do this by logging into Verisign and approving the order, which sends your money to our bank. We have ONE management person (Grace Patterson) who is in charge of processing these orders...not a whole team of random staffers.
- Our distribution staff pulls your order and runs it through our UPS software, which generates a label with your address and a unique UPS tracking number so your order can be located anywhere within the UPS distribution chain.
- Our customer service personnel (toll-free phone or email) have access to your shipping address and what you ordered, and can help you track the order! If you put your correct email address into the shopping cart, you'll get a tracking number yourself as soon as UPS scans the label.
That's it, from our end! In nine years of service, we've had our shipping company lose two pairs of shoes (we sent another free pair to the customer) and ZERO instances of fraud. We have also NEVER sold an email address or phone number to anyone. We hate spam with a passion, and would not violate our customer's confidence by trading the emails for a few pennies.
Our Security Pledge: We will NEVER sell or give your personal information to anyone for any reason. You are OUR customer, and we take that relationship seriously. If you are still uneasy about putting your credit card information on the web, we have a Callback option available. Simply select Callback instead of a credit card, and we'll call you to retrieve that information.
Shipment Times & Delivery Procedures:
Please allow 6-9 days for delivery of your shoes, although you may get them sooner depending on your proximity to Portland, Oregon. (See the chart below for more exact shipping dates). We ship all orders by UPS Ground UNLESS YOU CHOOSE a faster mode of delivery in your checkout screen. You can choose 3-day Air for an extra $15 per order. If you absolutely need your shoes faster than this, call our customer service line at 888-538-3600 and we'll arrange Overnight or 2nd Day Air for your order. We will also be able to tell you exactly how much the shipping costs will be.
A Note on APO SHIPPING:
We are able to ship to APO/FPO addresses, although we cannot guarantee delivery. Please contact us with any questions.
Returns & Exchanges:
We offer a 30-day money-back "comfort guarantee" for any reason. If you don't think your shoes are the most comfortable work shoes you've ever had, return them within 30 days of purchase to receive a full refund. Call our customer service department at 1-888-538-3600 to receive an RA number. You cannot return a package without an RA number. Your package will be refused at the loading dock if it doesn't have a proper RA number.
If you need to exchange your shoes because they don't fit quite right, please don't wear them around for a few days before you decide to exchange them. We cannot restock shoes that have been worn outside of the house or to your workplace. If you need to exchange your shoes, please call our customer service line at 1-888-538-3600 and we'll issue you a new pair that will fit. One of our customer service staff members will issue you an RA number and help you figure out what size will be best for you based on how the current shoes fit on your feet.
UPS Tracking Chart for Work Shoe City Purchases:
When you buy shoes from us, we ask for your email address. We do this so that you will receive a UPS tracking number when your product is shipped from our warehouse. Once you have this number, you can visit the UPS TRACKING SCREEN to find out where your order is currently located.
Thank you for your understanding and patience. We appreciate you!
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