Frequently Asked Questions (FAQ)

Returns & Exchanges

Shipping

Shoe Size

Inventory

Payment Processing Information

Exchange Rate - US Customers

PayPal

Price Adjustment / Price Match

General Questions

Returns & Exchanges

Q: Can I return or exchange my order? What is your return policy?

You have 60 days from the date of purchase to return or exchange your order, with the exception of Final Sale items. Returns must be unworn, in the state you received them in, and in the original shoebox. Refunds within 60 days will issued to the original method of payment.

Items marked as Final Sale are not eligible for refunds, exchanges or store credit.

Click here to view our full return policy.

Q: How do I know if my item is Final Sale?

Items discounted at 30% off or more are Final Sale and not eligible for refunds, exchanges or store credit.

This will be indicated on the product page (under product images) and in your cart before checkout when an item is Final Sale.

Q: How do I make a return?

You have 60 days from the date of purchase to return or exchange your order, with the exception of Final Sale items. Returns must be unworn, in the state you received them in, and in the original shoebox. Refunds within 60 days will be issued to the original method of payment.

You can return your purchase in-store or you may mail it back to us. Canadian orders over $59.99 qualify for a free return shipping label. You are responsible for the return shipping fee otherwise.

If you wish to return your order via mail, please contact us and we will provide you with further instructions. Don’t forget to let us know your order number as well.

Click here to view our full return page.

Q: How do I exchange my order?

You have 60 days from the date of purchase to return or exchange your order, with the exception of Final Sale items. Returns must be unworn, in the state you received them in, and in the original shoebox. Refunds within 60 days will be issued to the original method of payment.

To exchange, you would first need to contact us to check the availability of the new item you are interested in. Once we have confirmed the item is available, we will put them on hold, awaiting your return parcel.

You can exchange your purchase in-store or you may mail it back to us. Canadian orders over $59.99 qualify for a free return shipping label (limit to one exchange). You are responsible for the return shipping fee otherwise. We will cover the cost of shipping for the new parcel.

You can also request a refund on the original order and place another order for the new item you would like to avoid long wait time.

If you wish to exchange your order via mail, please contact us and we will provide you with further instructions. Don’t forget to let us know your order number as well.

Click here to view our full return page.

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

Refunds are processed within 72 hours of receipt and inspection to the original method of payment. You will receive a refund confirmation email when it has been processed.

It generally takes an additional 5-10 business days for your bank to post the refund on your account.

Shipping 

Q: Do you offer free shipping?

Canadian orders over CAD$59.99 qualify for free shipping*. US orders over CAD$150 qualify for free shipping*.

Shipping charges on other orders can be calculated in your shopping cart and during checkout.

*Before tax and after discounts.

Q: What are the shipping cost, method and timeline for Canadian and US orders?

Click here to view our shipping page.

Q: Do I have to pay customs and duties for my order to the US?

No, US orders are not subjected to additional customs and duties (order cannot exceed US$800).

Q: Do you ship internationally?

Unfortunately, we currently only ship to Canada and the United States.

Q: Do orders come with tracking number?

Yes, you will receive an email update with your tracking number once your order has been shipped.

Q: What does free store pick-up mean?

We offer free store pick-up for all online orders at downtown Toronto store. You can choose the option at checkout.

You will be notified via email once your order is ready for pick up. Please allow up to 48 hours for orders to be ready.

What you need for the pick-up:

  • Your order confirmation email
  • A valid government photo ID that matches the name on the billing information

Orders will only be released to customers who placed the order**. You will have to sign to acknowledge that the order has been picked up.

**Special exceptions may be requested for someone with the same last name or address on the billing information to pick up. Please call us at (416) 593 5598, ext 2 so that we can have their name listed for the pick-up and ask them to bring a valid government photo ID as well.

Shoe Size

Q: How do I know my shoe size?

In order to make it easier for you, on every product page above where you select your size, there is a size chart button to assist you with finding your correct size.

Please remember that this is only a guide as the fit of footwear may vary across brands.

We try our best to include brand-specific size charts and fit information on the product page that may assist you better. If you need more help, don’t hesitate to reach out to us.

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 of the page. You can also use the categories at the top of the page to help you find the shoes you are looking for. If you can’t find something, let us know and we can assist you with it. Please check back often since we are always adding new items!

Stock / Inventory

Q: I placed an order recently, but then got an email saying that the item is out of stock and I was refunded. Why is that?

We share the inventory with our Toronto store. This means that inventory discrepancy may occur due to reasons such as inventory not updated instantaneously, stock error, damage, etc.

In these cases, we will process a cancellation for the item and a refund confirmation email will be sent out to inform you of this. We do sincerely apologize for the inconvenience and thank you for your understanding. To receive further assistance, please simply respond to the email you have received and it will be directed to our customer service team

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

We are 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.

For select items, you can also leave your email to be notified when they are back in stock. Simply select the out of stock size or item, a box will appear where you can leave your email. Please note that restock is still not guaranteed with these items.

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

Our prices are generally the same in-store and online. However, at times, we may have in-store or online-only sales and promotions. Please reach out to us if you wish to check current in-store prices.

Q: Does your online stock reflect in-store stock?

Our in-store and online inventory should be the same except for Last Chance products with limited sizes that are available online only. While these items may be available upon immediate request when you are in the store (by showing our staff the item on our website), we would suggest calling ahead to make sure they are available due to limited stock.

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

If you are interested in a size or style we do not carry at the moment, we may be able to special request it in for you. We only offer special request for select brands within the ones we carry. Please let us know what item you are interested in and we can forward you over to our Special Request department if the request is possible.

The Special Request team will then reach out to the brands directly to inquire if they have the inventory to fulfill your request. They will reach out to you directly to inform you of the next steps.

Please note that all special requests will be at regular/retail price (sale price forfeited) and pre-paid. Styles that we carry are refundable, styles that we do have carry will be final sale.

Q: Why can’t I see the price for an item?

If you do not see the price for an item on the website, that means that it is currently out of stock in all sizes.

For select items, you can also leave your email to be notified when they are back in stock. Simply open the product page, there will be a box where you can leave your email. Please note that restock is still not guaranteed with these items.

Payment Processing Information

Q: I am having an issue paying with my credit card. How can I place an order?

A: Please double check that what you have listed for billing address matches what is associated with your credit card at your bank and whether it is including or excluding apartment/unit number if applicable.

If your shipping and billing addresses are different, you can fill out a separate billing address by unchecking the box that reads “My billing address is the same as my shipping address” after you select Credit Card or Debit Card payment.

If error still occurs, try using the PayPal option to make the payment.

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 on your order must match the address that your credit card company has on file.

Q: What is a shipping address?

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

You can fill out a separate billing address by unchecking the box that reads “My billing address is the same as my shipping address” after you select Credit Card or Debit Card payment.

Q: Do you charge sales tax on any item?

We are required by law to collect sales tax (GST) on all orders shipped within Canada. Orders shipped outside of Ontario are not subject to PST. US orders are not subjected to GST or PST.

Q: What forms of payment do you accept?

A: Our website currently accepts Visa, MasterCard and PayPal for all orders.

Q: What can cause my order to be delayed?

Orders may be delayed when an issue occurs that requires us to contact you first, such as order information error, damage/dirty stock, awaiting shipment, etc.

Delays might occur if your Paypal payment is made in the form of an eCheck. An eCheck is a payment that you make directly from your bank account. Just like a regular check, it usually takes up to 8 business days for an eCheck to clear and for us to receive the payment. During this time, the transaction is entirely handled by Paypal and we do not have the ability to process, modify or cancel the order until we have received the funds. Please contact Paypal for assistance.

Other delays may be due to delivery issues. In this case, please reach out to us so that we can get in contact with the shipping carrier as soon as possible.

Q. Where can I apply my promo code?

You can apply your promo code in your shopping cart or at the bottom of the payment stage before completing the order.

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

Promo code is not stackable and you can only use one code per order.

Exchange Rate - US Customers

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

All items on our website are listed in Canadian Dollars and your credit card will be charged in CAD.

However, the amount that appears on your credit card statement will be in US Dollars and is subjected to your bank/credit card company’s exchange rate. Some credit card companies may apply a “foreign transaction fee” as all of our orders are shipped from Canada. We are not responsible for this and would suggest you contact your provider for further information.

Paypal

Q: How do I sign up for PayPal?

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

Q: How do I use a Paypal payment option?

After selecting Paypal as your payment method, you will be redirected to Paypal website. You can either sign in if you have an account or choose to sign up for a Paypal account.

You can also select “Pay with a credit or Visa debit” underneath the log in button to pay through Paypal, but without making an account

After completing the payment through Paypal, you will be redirected to the website to a confirmation that the order has been completed.

Q: What is PayPal?

PayPal is a payment method for online purchases enabling buyers and businesses to send and receive money online. Customers can buy online from millions of websites from all around the globe. Paypal accept 25 currencies from 200+ countries.

Paypal offers simple checkout and does not share your financial information to merchants so you can securely shop online. It also protect you if there’s a problem with your eligible purchases

For more information, visit https://www.paypal.com/ca/for-you/account/how-does-paypal-work

Price Adjustment / Price Match

Q: Do you offer Price Adjustments?

Unfortunately, we don’t offer price adjustments on previous purchases.

Q: Do you Price Match?

Unfortunately, we don’t offer price matching with other retailers.

General Questions

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

Yes! However, while Gift Cards can be purchased online, they can be redeemed only in-store.

If you're looking for the perfect gift or last minute one for someone who lives in the Toronto area, we currently have CAD$100 and CAD$150 gift cards available.

Q: How do I use my store credit?

Currently, store credit can only be applied directly for in store purchases. All you need to do is tell the cashier the account that your credit is under (usually phone number or email) and it will be on file for you to apply directly on your purchase. Store credit never expires and can be used at any point.

If you wish to use store credit on an online purchases, please contact us for assistance.

Q: Do you do back orders?

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

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

Unfortunately, we do not have information on whether an item will go on sale or be marked down until it actually happens, same goes for the sale end date. Sale prices may depend on many factors such as season, inventory, sale, etc.

Q: Why are different colours of the same items not discounted at different prices?

It is also possible for different colours of the same items to be marked down at different prices, or a colour marked down while the other remains regular price. Sale prices may depend on many factors such as season, inventory, sale, etc.

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

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?

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.