Shipping policy
Last updated: 24 August 2026
This Shipping Policy applies to physical products purchased through shoemedic.com and to the transportation of customer-owned items accepted by ShoeMedic for repair. Product-order shipping and repair-item shipping are separate services and follow different procedures.
Product orders
Shipping destinations
ShoeMedic ships product orders within Canada and to selected international destinations where shipping is available at checkout.
A destination is available only when the customer can enter the delivery address and select a shipping method during checkout. If no shipping method appears for an address, ShoeMedic is unable to complete shipment to that destination through the online store.
International product shipping does not mean that international mail-in repairs are available. Mail-in repair service is limited to Canada, as explained below.
Shipping methods, charges and delivery estimates
Available shipping methods, charges and any estimated delivery window are displayed at checkout before payment. Rates may vary based on the destination, parcel details and selected shipping service.
Orders are prepared after payment and product availability are confirmed. Processing time is separate from carrier transit time. Delivery estimates displayed at checkout or provided by a carrier are estimates and may be affected by carrier operations, weather, holidays, customs processing, address problems and other circumstances.
If delivery by a particular date is important, contact ShoeMedic before placing the order. Nothing in this policy limits any rights available under applicable consumer-protection law.
Free-shipping offers
If a free-shipping offer applies, eligibility and the available service will be shown at checkout. Repair-item shipping is not included in a product free-shipping offer unless it is expressly included in a written repair quote.
Shipment confirmation and tracking
When an order is dispatched, ShoeMedic will send a shipping confirmation to the email address provided with the order. Tracking information will be included when it is available for the selected shipping method.
Delivery addresses
Customers are responsible for providing a complete and accurate delivery address. To request a correction, contact info@shoemedic.com as soon as possible. An address change cannot be guaranteed after an order has entered processing or has been transferred to the carrier.
If an order is returned because the address was incomplete or incorrect, or because the shipment was not accepted or collected, ShoeMedic will contact the customer about the available next steps and any applicable carrier charges.
International duties, taxes and import charges
International product orders may be reviewed by customs authorities and may be subject to import duties, taxes, brokerage charges or handling fees.
Any import charges collected by ShoeMedic will be displayed as part of the checkout total. Charges not collected at checkout may be assessed separately by the destination country, customs authority or carrier and may be payable by the recipient. Customs requirements and charges vary by destination, and customs processing may affect delivery timing.
Delayed, missing or damaged product orders
If tracking stops updating, a shipment is marked delivered but cannot be located, or an order arrives damaged, contact info@shoemedic.com as soon as possible. Include the order number, delivery address, tracking information and photographs of the product, parcel and packaging when damage is involved.
Keep the product and all packaging while the matter is reviewed. ShoeMedic will review the available information and work with the carrier when an investigation or claim is appropriate.
Product returns
Product returns and exchanges are governed by ShoeMedic's separate Refund Policy. Repair items should not be sent through the product-return process.
Repair services
In-store and mail-in availability
Repair items may be brought to ShoeMedic at 240 Leighland Avenue, Unit 101A, Oakville, Ontario L6H 3H6, Canada.
Mail-in repair is available only to customers sending from an address within Canada. Items accepted through mail-in repair are returned only to an address within Canada. Do not send a repair item from outside Canada.
Before sending a repair item
- Complete the Request a Repair Assessment form and provide the requested information and photographs.
- Wait for ShoeMedic to review the request and send written confirmation and shipping instructions.
- Do not ship the item until those instructions have been received.
A review of photographs is preliminary. Final repair options, pricing and eligibility may be confirmed only after ShoeMedic receives and physically inspects the item.
Shipping an approved repair item to ShoeMedic
After receiving written shipping instructions, pack the item securely and include the customer and request information specified by ShoeMedic.
Unless ShoeMedic expressly provides a prepaid shipping label, the customer is responsible for arranging and paying for shipment to ShoeMedic. A tracked method is strongly recommended. Customers should consider insurance appropriate to the value of the item and keep the receipt and tracking information.
If a shipment problem occurs before the parcel is delivered to ShoeMedic, notify ShoeMedic and contact the carrier used to send the item.
Inspection, quotation and approval
After the item arrives, ShoeMedic will inspect it and provide a quotation covering the recommended repair work and any applicable return-shipping charge. No repair work begins until the customer approves the quotation and completes any required payment.
If the customer declines the quotation or ShoeMedic determines that the item cannot be repaired, ShoeMedic will contact the customer to arrange in-store collection or return shipment and confirm any applicable charges before proceeding.
Returning a repair item
After the approved repair is completed, ShoeMedic will return the item using the method agreed with the customer. Return shipping is limited to addresses within Canada.
Tracking information will be provided when available. Repair and shipping timelines depend on the item, work required, material or part availability and carrier service. Any available timing estimate will be communicated during the assessment and quotation process.
Local pickup and delivery for repairs
Local pickup and delivery may be available in eligible Oakville and nearby service areas, subject to location, scheduling and availability. Any charge, service-area restriction or minimum repair requirement will be confirmed before a booking is accepted.
Local pickup and delivery for repair items is separate from the shipping methods offered for online product orders.
Contact ShoeMedic
Questions about product shipping, mail-in repairs or local pickup and delivery can be sent to:
Email: info@shoemedic.com
Telephone: (416) 870-0000
Address: 240 Leighland Avenue, Unit 101A, Oakville, Ontario L6H 3H6, Canada