About Ordering
Do I need to set up an account to place an order?
Yes, you will need to set up an account with us to purchase our shoes.
By creating an account with us you'll be able to enjoy the following benefits:
- Track your orders and review your order history.
- Create and update your profile, email preferences and password.
- Save your address and billing details so you can shop even quicker next time.
How do I reset my password?
If you have forgotten your password, you can click on "Forgot User Name or Password?" prompt under the Sign In button on the login page. You will receive a message with a link that will let you pick a new password.
Returning Customers
If you are visiting our new website for the first time but have purchased from us in the past, you will need to create an account in our new system. Rest assured, our customer service representatives have access to all your previous orders and fit history. We appreciate your continued business.
Order
Below are the most common questions we have been asked about ordering online with us. If you have not ordered from us before, please read our About Fitting section before placing your order.
What sort of payments do you accept?
We accept Visa, MasterCard, American Express and Discover both online and by phone. For mail orders we accept these credit cards along with money orders and personal checks. We are not currently able to accept Apple Pay or Samsung Pay.
Please Note: Any backordered items will not be charged until the shoes are available.
Will there be any sales tax on my order?
We add appropriate sales tax to all orders shipped to jurisdictions where we are required by law to collect it.
Do you accept back orders?
We will not cancel an order without contacting you. We accept back orders and will keep you updated with notifications of changes to your order. If you receive a backorder email notification, please let us know if you wish to wait for the order or prefer to choose another item or cancel the order entirely. If delivery of your order is time sensitive, please let us know when you place the order. Please note that we are closed on the weekends and most major holidays.
Where is my order? Has my order been shipped?
If you have your own online account with us, you can check the status of your order anytime at My Account . Online orders with a valid email address receive a shipping notification by email at the end of the day the package is shipped. This message will indicate whether a full or partial shipment has been sent. Details of any partial shipment will be on the packing list.
Please add wide shoes@drewshoe.com to your email address book so your order confirmation and shipment notification will not be misidentified spam.
If you wish to check the status of a pending order, you login to your online account at any time at My Account to find the latest update of your order.
In-stock orders are normally shipped within one to two business days.
I completed an order, but I did not receive a confirmation email.
When you complete an online order, you should receive a confirmation email right away. If you do not, please check your spam folder. To prevent blocked emails, please add wideshoes@drewshoe.com to your address book, so our emails are not spammed. If you are unsure about your order status, please feel free to contact us.
I completed an order, but realized I made a mistake or I need to make a change.
What do I do?
The fastest way to correct any online order is to call our Customer Service department as soon as possible during our regular business hours. (After hours, you may leave us a voice mail at 1-888-599-WIDE or fax us regarding the issue 781-749-3576). Please provide your order confirmation number along with your name and zip code. We will do our best to accommodate any changes, however change requests are not guaranteed.
I have my shoes, how should I try them on?
Shoes should be tried on indoors on a clean carpet or rug. Do not bend the shoes as that will not improve fit and can crease the leather. Use care, as we cannot accept return of shoes that show wear or that have been damaged while trying them on. We can only accept returns and exchanges for UNWORN shoes up to 30 days.
