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Getoutside - Sole of the City

Frequently Asked Questions (FAQ)

Returns


Exchanges


Shipping


Shoe Size


Stock / Inventory


Payment Processing Information


Exchange Rate - US Customers


PayPal


General



Returns

Q: I want to return a purchase made online. What do I do?

A: If you are not satisfied with your purchase from Getoutside you can return your item(s) for a full refund within 60 days of purchase. (Returns must be unworn, in the state you received them, and in the original shoebox.)

You can return your purchase in-store or you may simply ship it back to us. To ship a return:

Make sure the merchandise is in its original packaging, include your receipt and a note indicating that you are returning the item and would like a refund.  Secure the original shoebox in wrapping of your choice; please note that failing to wrap the shoebox will result in a 10% restocking fee. The shipping carrier you use to return merchandise to our online returns address (Canada Post, UPS, FedEx, etc.) is up to you, but we strongly suggest choosing a method that provides tracking as Getoutside is not responsible for lost return packages. Please note that you are responsible for the shipping cost.

Please ship your return to:
Getoutside Shoes,
437 Queen Street West,
Toronto, Ontario,
M5V 2A5, Canada

Duties and taxes will be refunded for returned merchandise. Shipping and handling charges will not be refunded.

It may take 4-5 business days for your return to reach Getoutside. Once it is received and inspected (usually within 72 hours of receipt) your refund will be processed and automatically applied to your credit card or original method of payment within 7 days. You will receive a confirmation email that your purchase was refunded. Please note that depending on your credit card company, it may take an additional 2-10 business days after your credit is applied for it to post to your account.

Q: How long does it take for me to get a refund

A: It may take 4-5 business days for your return to reach Getoutside. Once it is received and inspected (usually within 72 hours of receipt) your refund will be processed and automatically applied to your credit card or original method of payment within 7 days. You will receive a confirmation email that your purchase was refunded. Please note that depending on your credit card company, it may take an additional 2-10 business days after your credit is applied for it to post to your account.
 

Exchange 

Q: How do I exchange an item?

A: You can exchange your item(s) within 60 days of purchase. Item(s) must be unworn, in the state you received them, and in the original shoebox.

To exchange, you would first need to contact us to check the availability of the new item you are interested in. Log into your account, and go to the exchange section to submit an exchange request for the shoe you are looking for. You can also call us or message us via "Contact Us" to find out the availability of the item so we can put it aside for you. If we have your item in stock:

You have the option to exchange your purchase in-store or you may simply ship your return back to us. If shipping, we require you to purchase a $5 exchange shipping fee for your new item before we can send it. You can purchase the shipping fee by typing "shipping fee" in the search bar and making the purchase like a regular item

To ship your item back to us:

Make sure the merchandise is in its original packaging, include your receipt and a note indicating that you are making an exchange, provide the GOS ID and size of the product you would like us to send you back.  Secure the original shoebox in wrapping of your choice; please note that failing to wrap the shoebox will result in a 10% restocking fee. The shipping carrier you use to return merchandise to our online returns address (Canada Post, UPS, FedEx, etc.) is up to you, but we strongly suggest choosing a method that provides tracking as Getoutside is not responsible for lost return packages. Please note that you are responsible for the shipping cost.

Please ship unwanted item to:
Getoutside Shoes,
437 Queen Street West,
Toronto, Ontario,
M5V 2A5, Canada

It may take 4-5 business days for your return to reach Getoutside. Once it is received and inspected (usually within 72 hours of receipt) your refund will be processed and automatically applied to your credit card or original method of payment within 7 days. You will receive a confirmation email that your purchase was refunded. Please note that depending on your credit card company, it may take an additional 2-10 business days after your credit is applied for it to post to your account.

 

Shipping 

Q: What shipping method do you use?

A: Orders are shipped via Canada Post and United States Postal Service (USPS for US).

Q: How long does it take to ship to an address in Ontario/In Canada/in the United States?

A: Generally orders shipped within Ontario may take anywhere between 2-6 business days. Orders shipped outside Ontario may take anywhere between 3-5 business days. Orders shipped to the U.S. may take anywhere between 3-10 business days.

Q: How much does shipping cost to be sent to an address in Canada/U.S.?

A: Shipping charges within Canada range from $3-$8 depending on the item. Shipping charges to the US range from $8-$25 depending on the item.

Q: Do you ship internationally?

A: Getouside currently only ships to Canada and the United States

Q: Do orders come with a tracking number?

A: Yes, Orders come with a tracking number. You will receive a Shipment Confirmation number with a tracking number once your order has been shipped.

Q: Is my order eligible for free shipping?

A: Periodically, we will run various free shipping campaigns. Customers will be notified via our mailing list, on our website and through social media, so we encourage becoming a subscriber in order to stay updated!

Currently, we are offering the following:

Free Shipping/Returns Offers Canada:

- Free shipping and returns on all online orders that are over $80 before tax and after discounts (via Canada post expedited)
- Free shipping and returns on an order of any value for the following brands: Frye, Birkenstock, Sperry and Hunter (via Canada post expedited)

Free Shipping Offers US:

- Free shipping on all online orders that are over $80 before tax and after discounts (via United States Postal Service - USPS Priority Mail Large Package - Est. Delivery 3-7 days)
- Free shipping on an order of any value for the following brands: Frye, Birkenstock, Sperry and Hunter (via United States Postal Service - USPS Priority Mail Large Package - Est. Delivery 3-7 days)

Please note:
- customers will be responsible for any taxes and duties if applicable for orders shipping to US and responsible for any return shipping costs
- if choosing USPS shipping option maximum order limit is $800.00 CAD
 

Shoe Size

Q: How do I know my shoe size?

Converse tend to run a little large for most styles, we suggest for men to order 1/2 a size down and women 2.5 sizes down (For a womens size 8 order a mens size 5.5).

Q: I want to know if you carry a specific shoe/color/size?

Try searching for the shoe using the search bar located on the top right corner of the page, it will search our entire store for the terms you entered. You can also use the categories at the top of the page to help you find the shoes you are looking for. Please check back often since we add new shoes on a daily basis!
 

General Questions

Q: Are there Getoutside gift certificates and/or gift cards?

A: Yes! If you're looking for the perfect gift or just doing some last minute shopping, Gift Certificates and Gift Cards are the perfect solution for you! Getoutside Gift Cards.

Q: Do you do back orders?

A: No. We do not do back orders. Out of stock orders will be cancelled unless a replacement item is requested.

Q: How can I write a review on a product?

A: You can write a product review in with just 3 easy steps:

On any product page, under the name of the product, you will see a link titled ‘Write a review of this product’.

Once you click on that button you will see an area to enter a nickname box, summary of your review, and text. Please fill in as much information as you’d like.

Then, click on the ‘Submit your Review’ button.

Once you’ve submitted your review, it may take up to 72 hours for it to appear on the site.

Please visit the terms of use to review the legal terms and conditions concerning your submission of reviews.

Q: Is the item I want going to go on sale soon?

A: Unfortunately, Getoutside does not know if an item will go on sale or be marked down until it actually happens. It is possible for different colors within the same style to have different prices. For instance, if a black shoe is selling better than a yellow one, we might discount the yellow shoe to boost sales.

Q: My email address has changed. How do I update this information to my current account?

A: You are welcome to update your e-mail address by logging in to your account online. The best way to do this is to take the following steps:

Visit the website and click on "My Account" in the upper right-hand corner of the page.

Log in to your account by typing your previous e-mail address and password.

Once logged in, click on "Account Information" on the left hand side of the page.

Type in your new e-mail address.

Click “Save”.

Q: I would like to place an order for resale. Can I get a discount?

A: Getoutside does not do wholesale orders, nor do we condone unlicensed resale of products. We reserve the right to refund orders if we suspect they are intended for resale.
 

Stock

Q: The item I want is out of stock. What do I do now?

A: Getoutside is very sorry that the item that you need is out of stock. We receive shipments of new stock every week and advise you to check back every week to see if the item comes back in stock.

Q: Does your online prices reflect your in store prices?

A: The prices you see online will be the same prices in store as well.

Q: Do both stores uptown & downtown carry the same stock?

A: While both locations generally carry the same stock, there are some brands and styles that are carried exclusively at the uptown location. Styles including items that are being discontinued and/or are from last season.(Call store for details)

Q: What if the size/style I am looking for is not available in store or online?

A: Depending on the brand you are interested in, if we carry the style but not the size you need, we are able to contact the company to see if they have them available.

Provided with your contact information, we can let you know once we hear back from the company.

If you were interested in a particular style we do not carry, (depending on the brand), we can also contact the company and inquire if they have it available in stock; If so, you would be required to pre pay for the item, which will be non refundable or exchangeable.
 

Payment Processing Information

Q: I am having an issue paying with my credit card but I know there is nothing wrong with my card. How can I place an order?

A: Try using the PayPal option to make the payment.

Q: Do you charge sales tax on any item?

A: Getoutside is required by law to collect sales tax on all orders shipped. Order shipped outside of Ontario are not subject to PST.

Q: What forms of payment do you accept?

A: Getoutsideshoes.com currently accepts Debit/Credit, Visa, MasterCard, and PayPal for all orders.

Q: What can cause my order to be delayed?

A: Stock comes from both locations in Toronto, orders may take longer than expected if being transferred from the Uptown location, as all orders are processed at the downtown location.

Q: What is a billing address?

A: The billing address is the address associated with your credit card – it is used to verify your credit card information. Your billing address is where you receive your bank statement for the credit card. The billing address must match the address that your credit card company has on file.

Q: What is a shipping address?

A: The shipping address is where you want your items delivered. It can be the same as your billing address, or it can be different.

Q. Where can I apply my promo code?

A. You can apply your promo code in your shopping cart before you head to the checkout.

Q. Can I use more than one promo code per purchase?

A. No. You can only use one promo code per purchase.
 

Exchange Rate - US Customers

Q: I am a US customer; in what currency will I be charged?

Your credit card will be charged in Canadian Dollars. The US prices you see are the projected price based on average conversion rate.

Q: Projected US Dollar price is different than what was charged on my credit card?

We only show the projected US Dollar price based on average exchange rate but your bank use a different exchange rate based on your credit card and type and that can result in minor discrepancies.

Q: Will I be told how much Canadian Dollars will be charged on my credit card?

Yes. In the checkout before you confirm order; you will be shown the final price in Canadian Dollars.

Example as shown below:

Getoutside Checkout
 

Paypal

Q: How do I sign up for PayPal?

A: You can sign up for a PayPal account by going to https://www.paypal.com.

Q: How do I use a Paypal payment option?

A: Existing PayPal users who would like to use PayPal payment method when placing an order can click on the "Checkout with PayPal" button when checking out. New PayPal users who would like to use PayPal as a payment method will be redirected to the PayPal website to sign up for an account and will be presented with the "Checkout with PayPal" option when they get back to the website.

Q: What is PayPal?

A: PayPal is a payment method for online purchases enabling buyers and businesses to send and receive money online. As of today, PayPal has over 100 million member accounts in 190 countries and regions. One advantage of using PayPal payment method is that it offers faster, safer and easier checkouts and promises to protect customers from revealing their credit card and other financial information to the merchant.