FAQ

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PLEASE NOTE: DUE TO THE CORONAVIRUS (COVID-19), WE HAVE IMPLEMENTED A SOCIAL DISTANCING PLAN AS A PRECAUTION FOR OUR CUSTOMER SERVICE TEAM SO THEY ARE WORKING WITH LIMITED STAFFING. THEY ARE AVAILABLE TO ASSIST WITH YOUR NEEDS MONDAY-FRIDAY FROM 9AM-6PM CST.

 

  • I purchased my merchandise on Naturalizer.ca. How can I return it?
  • My tracking info shows that my order was delivered, but I do not have it. What should I do?
    We recommend checking around the indicated area or with the signee of the package, to obtain your order (this specific delivery information is outlined on the Order Tracking page). Please note that it is possible the driver hid the package from view, or the signee is currently holding it for you. Also, please check with any neighbors who may have retrieved the package in your absence. If you are unable to locate the package after doing so, please let us know.
  • How can I track my order?

    If you placed your order online: Please click here to track your order. Once your order ships, you will also receive an order shipping confirmation by email. Please allow up to 3 business days from the date of your order for tracking information to appear.

    If you placed your order in a Naturalizer store: Please use one of the following methods to contact us for tracking details.

    Email or Phone: 1-800-727-3036

  • My shoes are defective. Can I return them?

    If you believe your shoes are defective, and are they not eligible for return under our Naturalizer.ca return policy you have the option to return them to our warehouse for inspection. Please note that we do not offer repair services or replacements parts and we do not guarantee refunds, as our warehouse makes the final determination. We request that you send your shoes to the following address:

     

    Naturalizer.ca Returns

    Consumer Care Department

    1857 Rodgers Rd.

    Perth, ON K7H 1P7

    Canada

     

    Please print a Defective Product Return Form and follow return instructions.

    We are unable to offer exchanges for defective product returns. All returns will be subject to refund only.

    Note: We recommend using a traceable shipping service (most consumers find Canada Post to be the least expensive carrier). We are not responsible for lost packages.

  • Why was my order cancelled?
    We routinely perform audit checks to verify order information in an effort to maintain high security standards for the protection of our customers. This may be why your order was cancelled. It is also possible that your order may have been cancelled if an item became unavailable after the order was placed. In both cases, an email confirmation will be sent with the specific cancellation reason of your order.
  • How can I contact you?
    Email or Phone: 1-800-727-3036

     

  • How do I update my billing, or shipping information for future orders?

    To update your address, please follow the directions below:

    1. Log into your account.
    2. Click on the Add/Edit Saved Address(es) link.
    3. You will have the option to edit your current address, delete it, or create a new address. You may also indicate if you'd like the address to be your default billing or shipping address.
  • When will my order arrive?
    Naturalizer orders are shipped via standard Ground Delivery and will arrive at the shipping address within 5-7 business days of the original order date. If more than one item is ordered, each item may arrive separately.
  • I do not see my size. Can you notify me when a certain size or color becomes available?
    If a particular size or color is not shown, it is either sold out or not offered. We update our website several times every day and sometimes items sell out fast. However, we cannot offer back orders. Please check back with our website within 2-3 weeks.
  • How much do you charge for shipping?
    Naturalizer ships standard ground delivery and the shipping cost is $8.00 for the first item, and $2.00 for each additional item on the order. Express shipping option is available for an additional fee. See our shipping page for more details.
  • I joined the eClub. When will I receive my $10 savings certificate?
    Find your $10 off promo code in your email inbox via the address you provided. We recommend checking the spam blocker for your email account, as this may have prevented the message from reaching you in a timely manner.

    To ensure future emails are delivered to your inbox, please add NaturalizerCA@email.naturalizer.com to your address book.

    If you are unable to locate the email in question after doing so, please email us, or contact us via phone at 1-800-727-3036.