What is SoftMoc?
SoftMoc is a Canadian footwear company that primarily sells moccasin-style footwear. Most of its products are mass manufactured by brands without Indigenous ties.
How do I determine my shoe size?
If you are unsure of your shoe size, you can determine your size by measurements. As the foot is three-dimensional, any two dimensional measuring tool (such as a ruler) can only approximate your true shoe size. Please keep in mind that measurements and sizing charts are only guidelines, sizing and fit may vary according to the brand, style and customer. To view SoftMoc's size guides, click here.
When will my credit card be charged?
Your credit card will not be charged for the purchase until it has been processed for shipping (usually within 24 to 48 hours). In the case of a sold out or cancelled order, your credit card will not have been charged.
Will I receive confirmation of my order?
Once an order has been placed you will receive confirmations via email. You should first receive an email confirming your order has been placed and quoting you your order information and ticket number. Please note that when purchasing more than one item, you will receive an email for each item individually and an individual ticket number for each item. This is done because not all items can always be shipped together and allows us to track each item individually. Then you will receive a new email when your order has shipped. This email will provide you with a link to 'My Online Purchases' so that you may track the order if you wish. For pick up in Store Orders, you will receive an email once your order has arrived at the store instead of when your order has shipped.
I have an issue with my order, how do I proceed?
If you experience any issues placing an order, incorrect information or size entered when placing your order or wish to cancel your order (Please Note - Orders cannot be cancelled once they have been shipped), please feel free to contact our customer service department through any of the three communication services we offer.
I do not wish to order online, are there any other options?
Yes. You can choose to contact us through our online services and place an order through the phone with one of our online representatives. If we are unable to take your call / request at that present time, we will contact you back within 24 hours to assist you with your order request.
What taxes could I expect to be charged?
When placing an order online, you will be charged taxes based on the location in which your order is being sent to. For example, If an order is being placed in Nova Scotia while on vacation, but you are having the product shipped to your home in Ontario, then you would be charged Ontario taxes on the product.
What is Sezzle?
Sezzle is a payment solution that gives you the freedom to buy now and pay later - with no interest! When you complete a purchase with Sezzle, the merchant will process your order just like you paid in full, but you will have only paid a fraction of the cost. You must have an account with Sezzle in order to use this as a payment option at SoftMoc.
What payment options does SoftMoc accept?
At SoftMoc we're pleased to offer you a variety of payment options. Please select from the following options: PayPal, Sezzle, VISA, Mastercard, American, JCB, Interac, SoftMoc Gift Cards.
How can I contact Customer Care?
We offer communication with customer care in the following formats: Online Department Toll Free # - 1-877-SOFTMOC ( 763-8662 ); Head Office # - 905-665-8119; Fax # - 1-905-665-8155; and Email - email@example.com. Please be assured that all customer care inquiries are responded to within 24 hours.
How do I sign up for Sezzle?
You can sign up and get your account directly through the Sezzle website.
What are SoftMoc’s return policies?
Order(s) shipping to your home can be returned within 75 days from the date of purchase, via mail or to a SoftMoc Retail location for a full refund. As well within 90 days for exchange or store credit.
How does shipping through SoftMoc work?
All SoftMoc orders are shipped from either our Distribution Centre or Retail locations located within Canada. When ordering multiple items, we try to ship all items from the same location. However, it is possible that we may need to ship your items separately and therefore they can be received in separate packages on separate days (this is why you are issued a ticket number for each item ordered)
How does Sezzle work?
Sezzle is a payment solution that empowers you to "Buy Now and Pay Later" with simple, interest-free installment plans. Sezzle breaks down the total cost of your purchase into smaller payments, spread over at least six weeks. As little as 25% is due at the time of the purchase, with the remaining amount spread out over equal installments (typically three), each two weeks apart.
Are the customers charged for the shipping of the returned items?
Yes. Original and Return Shipping charges remain the customer's responsibility.
What can I expect for the shipping cost?
Shipping charges are calculated automatically by the Shopping Cart and are relative to the specifications of each item.
Does SoftMoc offer free shipping?
SoftMoc is pleased to offer FREE SHIPPING on all eligible orders. Most items ship to most destinations for free!
What are SoftMoc's Customer Care hours of operations?
Our online and customer care departments are open from Monday to Friday from 9am - 7pm EST, Saturday to Sunday from 9am - 6pm EST.
What will happen if I miss to pick up my purchase?
If you have not picked up your purchase within 60 days, your order status will be escalated to Customer Care.