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FAQ

My orders

  1. DO I NEED TO CREATE AN ACCOUNT TO BE ABLE TO ORDER ONLINE?

    If you do not have an account, you can use our guest checkout option.
  2. WHERE CAN I FIND SIZE CHARTS?

    There is a size chart on every product page. The size chart is located at the right of each products images, in a section named “size”. We’re also here to help! You can call us at 1-888-955-7463 during our opening hours or email us at any time.
  3. WHAT SHOULD I DO IF I HAVE RECEIVED A DEFECTIVE ITEM?

    Please return your defective item using our prepaid return label. The return shipping will be free as long as the defective item is unworn. For more information, please refer to our Returns policy
  4. WHAT SHOULD I DO IF I HAVE RECEIVED THE WRONG ITEM?

    Please return the wrong item using our prepaid return label. If this unworn item was received by mistake, the return shipping will be free. For more information, please refer to our Returns policy.
  5. WHICH CARRIER IS BEING USED BY DNA FOOTWEAR IN ORDER TO SHIP MY ORDER?

    For all domestic and international orders, DNA will be alternating between UPS and USPS. The customer will be responsible for all import duties and taxes applied by your local government.
  6. HOW DO I GET TO HEAR ABOUT UP AND COMING PROMOTIONS AND SALES?

    If you want to hear about any upcoming promotions and sales, please sign up for our mailing list found on the top left corner of this page. You can also follow us on Facebook and Twitter!
  7. WHAT PAYMENT METHODS DO YOU ACCEPT?

    We currently accept the following payment methods: Visa, MasterCard, American Express and Discover and Paypal. 
  8. HOW DO I CHANGE MY ACCOUNT DETAILS?

    You can change your account details in the “account details” section, in your account. Your account is located at the top right of this page.
  9. HOW DO I CANCEL MY ORDER?

    To cancel an item, please call our customer service team at 1-888-955-7463. You’ll be able to cancel your order up until the item gets shipped. After that, you’ll need to return the item to us in order to get a refund. Please refer to our Returns policy, for more details.

SHIPPING

  1. HAS MY ORDER BEEN SHIPPED?

    All of our domestic shipments are sent via USPS and UPS. You can click on the tracking link, in your email and you’ll be redirected to the UPS website or USPS website with the status of your delivery. You may want to allow 24h from when you receive your email to when your tracking link becomes active.
  2. WHAT ARE THE SHIPPING POLICIES FOR DOMESTIC ORDERS?

    Standard shipping for all domestic orders over $50 is FREE and for orders under $50 the standard shipping rate is $5.00. Deliveries will be made within 2 business days after placing your order.
    All of our domestic shipments are sent via UPS. Once your package ships, we will send you a confirmation email with your tracking number.
  3. DO I HAVE TO PAY TAXES AND DUTIES FOR INTERNATIONAL ORDERS?

    Yes. Please note that international shoppers are responsible for any import duties, clearance or brokerage fees, and handling charges. Any duties or taxes are charged once the parcel reaches its destination country and must be paid by the recipient of the parcel. For more information, please contact your local customs authority.
  4. DO YOU DELIVER TO PO BOXES AND APO ADDRESSES?

    We ship to military addresses & PO boxes using USPS Priority Mail at the same rate as standard shipping. Transit times vary and are not guaranteed by USPS.
  5. WILL I HAVE TO SIGN FOR MY PACKAGE?

    A signature is required on all orders that have a value of $200 and over. Please note that if your package is damaged upon arrival, we recommend you refuse delivery and contact our Customer Service team by email or by phone, to let them know.
  6. CAN I HAVE MY ORDER SENT OR RETURNED TO A STORE?

    Unfortunately, we’re currently unable to ship orders or handle online returns to any of our stores. However, we offer FREE delivery on order of $50+ and EASY returns on all domestic orders placed on our website.

RETURNS & EXCHANGES

  1. WHAT IS YOUR ONLINE RETURNS POLICY?

    You can return any item for a refund or exchange it for a different size or color within 30 days of receipt. Any items received after 30 days will have to be refused.
    The package you are returning is your responsibility until it reaches our warehouse. We recommend that you retain your proof of postage and ask for a tracking number to confirm shipping.
    No returns brought to our warehouse by hand will be accepted due to security reasons. Packages MUST be shipped back to our facility.
    Refunds will be made via the original method of payment.
    For more information, please refer to our Returns policy.
  2. HOW LONG DOES IT TAKE TO PROCESS MY RETURN?

    Please refer to the tracking number you got when you sent us your package and make sure that your return has been signed for at our warehouse.
    Once we receive the package, your refund will be processed within 10 business days.
    Your banking institution may take up to two billing cycles to process and post this transaction to your account once they have received the information from us. Please contact your banking institution for a more more precise estimate.
  3. WHAT SHOULD I DO IF I HAVE RECEIVED A REFUND INSTEAD OF AN EXCHANGE?

    If you were expecting an exchange and have instead received a refund, this may be because we were unable to exchange the item.
    For additional help, please feel free to call our Customer Service team at 1-888-955-7463, during opening hours or email them at any time!

COUPON CODES & EXCLUSIONS

  1. WHY DID I GET AN ERROR MESSAGE SAYING THAT "THE COUPON COULD NOT BE APPLIED TO ANY ITEMS IN YOUR ORDER" WHEN CHECKING OUT?

    When applying a coupon code to your purchase there are brands that will be excluded from this code depending on the terms and conditions of the code. Brands that are always excluded from our online promotions are: Hunter, Birkenstock/Birki's, Sorel, TOMS, Ugg, Minnetonka and Red Wing products.
  2. WHAT BRANDS ARE EXCLUDED FROM PROMOTIONAL CODES?

    Hunter, TOMS, Sorel, Red Wing, Minnetonka, UGG and Birkenstocks/Birki's products are always excluded from online promotions. See terms and conditions for more details regarding the coupon code that you are using.

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