FAQ - Promotional Rules

FREQUENTLY ASKED QUESTIONS

Free Shipping On All Orders
Free 3 Day shipping for a single purchase of merchandise from www.vans.com for delivery in the USA excluding Puerto Rico and any US territories. Offer valid on in-stock Vans brand merchandise only. Actual delivery times may vary. Not valid at any Vans retail or outlet stores. No price adjustments allowed on previous purchases. Not redeemable for cash. Not valid with any gift card purchases or other coupons, offers or discounts, including employee discounts. Void where prohibited, taxed or restricted. Offer subject to change at any time without notice

Ordering

How can I check my order status?

Will I be charged for the portion of my order that did not ship?

How do I place an order?

Do you ship internationally?

Will I receive my confirmation emails if I made an error on my email address?

Can I have a Vans catalog sent to me?

Why does my bank statement show two transactions for the same order?

How long will it take to get my Vans Customs shoe?

How do I cancel or change my order?

Returns & Exchanges

Do you offer exchanges?

Due to high volume and dynamic inventory fluctuations, we do not currently offer exchanges through Shop.Vans.

If you need to exchange an item for size or color, the most efficient method is for you to return the original item explained under our Return policy, and then place a new order. This will guarantee that you get the product you want as quickly as possible.

You may exchange product at one of our Vans company owned retail stores by following the instructions below.

Exchanges to a Vans Retail Store:
1.Vans.com orders can only be returned to a Vans company owned retail store not through other retailers such as JCPenney or Journeys.
2.Use the Store Locator to find the Vans company owned retail store nearest you with a company name listed as "VANS - store name".
3.Bring your product, original packaging, and your Return Form. We will gladly process your return for credit or exchange.

Credit Card Refunds:
All returns will be refunded to the original credit card that was used for your purchase. Please allow 14 days for us to process the credit to your card. During peak times, processing may take longer than normal. It may take up to two (2) or three (3) billing cycles for your credit to appear on your statement.

Refunds on Shipping Charges:
Refunds are processed based on applicable product and tax charges. Original shipping charges are not refunded. If we made a mistake and sent you the wrong order, or if you received damaged or problem items, we will refund shipping charges.

Gift Card Refunds:
Gift Cards can be redeemed only for merchandise and cannot be redeemed for cash. No variance from these terms and conditions will be allowed except in those states where legally required.

Gift Cards cannot be returned online or in-store and they cannot be cancelled after purchase. No special offer may be used to purchase a Gift Card. Gift Cards cannot be redeemed for cash (except in states where legally required), and are not refundable if lost or stolen. Any product purchased with a gift card will be refunded to the original gift card used to purchase the order.
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What is your return policy?

How can I receive a prepaid return shipping label?

Payment Methods

What payment methods do you accept?

Do you sell gift cards online?

Can I use another payment method and a gift card on the same purchase?

How can I add funds to my gift card?

Can I use multiple gift cards for one web order?

How will my gift card be refunded if I return my order?

How can I check the balance on my Vans gift card?

Do gift cards have an expiration date?

General

Are skatepark waivers available online?

How do I find a Vans retail store near me?

Why am I being charged sales tax?

What validation is needed for tax exempt orders?

Can I get some stickers from Vans?

How do I get sponsored by Vans?

Is the Vans site secure?

Shipping

What is your shipping policy?

Do you ship to P.O. Boxes or APO addresses?

How much does shipping and handling cost?

What days do you offer delivery?

Do you offer Will Call for web orders?

When will my order ship from your distribution center?

Product Information

How are your shoes sized?

How do I clean my Vans shoes?

Where can I purchase replacement laces for Vans?

What's the size conversion between women's and men's shoes?

In what widths are Vans available?

Why do prices vary so greatly on one style?

Registration

I forgot my login ID and/or password. What do I do now?

How do I change my email address on Shop.Vans?

How do I remove myself from the Shop.Vans.com mailing list?

What is your privacy policy?

What are the benefits of registering on Shop.Vans?

Promotional Rules

What are your promotional details?

What is the Customer Service phone number and hours of operation?

Next Day	2^nd Day	3 Day	Priority Mail	Customs
1-2 business days	2-3 business days	3-4 business days	5-7 Days	2-3 Weeks

Product Category	First Item	Additional Items
Shoes	$16.95	$4.00
Accessories	$13.95	$1.00
Clothing	$13.95	$1.00
Backpacks	$16.95	$4.00

Product Category	First Item	Additional Items
Shoes	$21.95	$4.00
Accessories	$18.95	$1.00
Clothing	$18.95	$1.00
Backpacks	$21.95	$4.00