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Caleres Canada, Inc. (d/b/a Famous Footwear and Naturalizer Retail) is committed to excellence in serving all customers including individuals with disabilities. We use reasonable efforts to ensure our policies follow the principles of dignity, independence, integration and equal opportunity.
We are committed to serving people with disabilities who use assistive devices. We do not provide assistive devices in our stores; however, we will ensure that our persons with disabilities may use their own assistive devices as needed when accessing our goods or services.
We will communicate with people with disabilities in ways that take into account their disability. We will train our employees on how to interact and communicate with people with various disabilities.
Service Animals and Support Persons
We welcome people with disabilities who are accompanied by a service animal on the parts of our premises that are open to the public. We will also ensure that our employees are trained in how to interact with people with disabilities who are accompanied by a service animal.
Any person with a disability who is accompanied by a support person will be allowed to enter our stores with his or her support person. We do not charge admission fees to customers or support persons.
Notice of Temporary Disruption
In the event of a planned or unexpected disruption to services or facilities for customers with disabilities, we will notify customers promptly. This clearly posted notice will include information about the reason for the disruption, its anticipated length of time, and a description of alternative facilities or services, if available. If a disruption does occur, we will post the notices in a conspicuous place at the location of the disruption.
We will provide training to employees, volunteers and others who deal with the public or other third parties on our behalf. Training will also be provided to individuals involved in the development of policies, plans, practices and procedures related to the provision of our goods and services, including store managers and sales associates.
Training will be provided as soon as practicable and will be incorporated into our new hire orientation process.
Training will include:
- An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard;
- Our accessible customer service plan;
- How to interact and communicate with people with various types of disabilities;
- How to interact with people with disabilities who use an assistive device or require the assistance of a service animal or a support person;
- What to do if a person with a disability is having difficulty accessing our goods and services; and
- Employees will be trained when changes are made to our accessible customer service plan.
All feedback, including complaints, will be handled in the following manner:
- Our Consumer Care agents will gather feedback and direct any concerns and direct any concerns to the appropriate departments for resolution.
- Customers can expect to hear back in or around 14 business days.
Modifications to this Policy
We are committed to developing customer service policies that respect and promote the principles of dignity, independence, integration and equal opportunity. Therefore, we will take appropriate measures to modify or remove any policy, practice or procedure of ours that does not respect and promote the dignity and independence of people with disabilities.
Notice of Availability
We will notify the public that our documents related to accessible customer service are available upon request. This notification will be provided by posting the information in a conspicuous place in our stores, our website, and any other reasonable method.
Additionally, this document is available in an alternate format upon request.