Frequently Asked Questions

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  1. Is it safe to use my credit card on your site?
  2. Is it safe to use my debit card online?
  3. What is the status of my order?
  4. How do I change or cancel my order?
  5. I want to return my purchase! What do I do?
  6. How long will it be before I receive my order?
  7. Can I expedite my shipping?
  8. What forms of payment do you accept?
  9. How do I order items with Cashier's Checks or Money Orders?
  10. Do you ship to addresses outside the United States?
  11. Do you ship to PO boxes or Military APO/FPO addresses?
  12. What do you charge for shipping an order?
  13. What are the shipping charges for returning an order?
  14. When placing an order I get an error message stating that there has been an authorization failure. What went wrong?
  15. I want to know if you carry a specific color/size/width?
  16. Do you do back orders?
  17. Do you have a catalog?
  18. Which Internet browsers do you recommend/support?
  19. What are cookies? Do I need to enable cookies on my browser to shop at Zappos.com?
  20. Do you charge sales tax on any item?
  21. How do I know my shoe size?
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  1. Q: Is it safe to use my credit card on your site?
    A: Shopping at Zappos.com is safe. The Zappos.com Safe Shopping Guarantee backs every credit card purchase you make at Zappos.com, and our site is protected by SSL encryption technology. Learn more about the Zappos.com Safe Shopping Guarantee here.

  2. Q: Is it safe to use my debit card online?
    A: Yes. And please note: If you choose to pay by debit card, the amount you charge will be put on "hold", meaning it will not be available to you once you place your order. Once your transaction is processed, the amount of the transaction will be withdrawn from your account and the original "hold" will be voided.

  3. Q: What is the status of my order?
    A: Your order status will be available 24 hours after your order has been placed, by simply clicking on the "My Account" link at the top right corner of every page of our site. From there, you will be able to view information about your order.

  4. Q: How do I change or cancel my order?
    A: Please contact Zappos.com's Customer Loyalty Department immediately if you need to change your order. Please be advised that some orders are shipped very soon after placement, it will not always be possible to make changes.

  5. Q: I want to return my purchase! What do I do?
    A: If you are not 100% satisfied, you can return it for a full refund within 365 days of purchase. (Returns must be unworn and in the state you received them and in the original box.)
    Request a return through our website.

  6. Q: How long will it be before I receive my order?
    A: Generally, orders placed before 1 PM PST Monday through Thursday for delivery within the 48 contiguous United States will be shipped for next day delivery. Orders placed after 1 PM on Friday through 1 PM PST Monday will be shipped for delivery on the first Tuesday after the order, though in some cases, delivery may occur sooner. Shipments to Hawaii, Alaska and locations within the 48 contiguous United States where UPS® and Federal Express® overnight delivery are not available (for example, UPS and Federal Express do not ship to P.O. Boxes) will be shipped via the United States Postal System Priority Mail, which generally takes 3-5 business days. Additional time should be allowed for shipments to US Territories, APO/FPO addresses and Canada. Deliveries are generally not made on weekends or holidays, and extra time should be allowed during holidays.

  7. Q: Can I expedite my shipping?
    A: Unfortunately, if your order does not qualify for next business day delivery (See: How long will it be before I receive my order?), we are unable to expedite shipment.

  8. Q: What forms of payment do you accept?
    A: We currently accept Visa, MasterCard, Discover, and American Express for all orders.

  9. Q: How do I order items with Cashier's Checks or Money Orders?
    A: At this time we do not accept Cashier's Checks or Money Orders.

  10. Q: Do you ship to addresses outside the United States?
    A: We ship to all US States and Territories. Sorry, we do not ship internationally at this time.

  11. Q: Do you ship to PO boxes or Military APO/FPO addresses?
    A: Yes, we ship to both PO Boxes and Military APO/FPO addresses. Please allow additional time for orders shipped to these addresses.

  12. Q: What do you charge for shipping an order?
    A: All orders shipped to a destination within the United States or its territories, or to APO or FPO addresses are shipped free of charge.

  13. Q: What are the shipping charges for returning an order?
    A: There are no return shipping charges for orders originally shipped to a destination within the United States or its territories, or to an APO or FPO address. Please note UPS return shipments must also be shipped from the United States.

  14. Q: When placing an order I get an error message stating that there has been an authorization failure. What went wrong?
    A: Please double check the credit card number and expiration date on your card. Also, please be aware that we currently accept Visa, MasterCard, Discover, and American Express for credit card payment.

  15. Q: I want to know if you carry a specific color/size/width?
    A: Click on the Search button and you will be taken to a page where you can enter multiple search criteria and you will be shown a list of all items on our site that meet this criteria.

  16. Q: Do you do back orders?
    A: Zappos.com does not do back orders. If an item is out of stock we will notify you as soon as possible and ask if you would like a replacement item. Out of stock orders will be cancelled unless a replacement item is requested.

  17. Q: Do you have a catalog?
    A: Currently, we have a 'virtual' catalog. Our entire product line is online, we do not have a physical catalog.

  18. Q: Which Internet browsers do you recommend/support?
    A: In order to view this website correctly, we recommend using Firefox. We also support Internet Explorer 6 and above (for Windows users), or Safari (for Macintosh users).

  19. Q: What are cookies? Do I need to enable cookies on my browser to shop at Zappos.com?
    A: A cookie is a small amount of data that is sent to your browser from a web site and is stored on your computer's hard drive. If your browser's preferences allow it (most browsers are installed with cookies enabled), each web site can send its own cookie to your browser. To protect your privacy, cookies do not store personal information but instead use anonymous unique identifiers. Each web site can only access the cookie they have sent to your hard drive, not the cookies sent by other web sites.

    You need to enable cookies on your browser to enjoy all the shopping features at Zappos.com. Cookies need to be enabled on your browser so you can add products to your shopping cart and to access your Zappos.com account information. If you share your computer with others and you do not want them to have access to your account information, be sure to log out before leaving your computer unattended. You can log out by clicking on "My Account" link at the top of the page. Then locate the "Logout" link at the top right, and click on it.

    For more information about how Zappos.com uses cookies, see our privacy policy.

  20. Q: Do you charge sales tax on any item?
    A: We are required by law to collect sales tax on orders shipped to Kentucky, Nevada, and New York. If you are shipping to any of these states, the appropriate charges will be added to your merchandise total and displayed on your final order confirmation.
  21. Q: How do I know my shoe size?
    A: If you are unsure of your shoe size, you can measure your shoe size. Because the foot is three-dimensional, any two-dimensional measuring tool, such as a ruler or Brannock device®, can only approximate your true shoe size. Please also keep in mind that manufacturers use different lasts to construct their shoes, and sizing may vary accordingly.