What are the rates for International Shipping?
Standard International shipping is $50. Standard International Delivery requires the consignee to pay duties and taxes as mandated by the Government for which the shipment is received. Please check with your local agency for details on estimated fees. Tsubo is not responsible for duties and taxes. The customer is responsible for these fees.
When will my order ship?
Orders shipping via UPS Domestic Ground process the same business day (all days except Saturday, Sunday and major holidays) if received before 11:00 am PST. Orders shipping via UPS Air service will process same business day (excluding Saturdays, Sundays and major holidays) when received before 11:00 am PST. If received after 11:00 am PST, order shipping via air service will process the following business day. All UPS packages are delivered on business days only (excluding Saturdays, Sundays, and major holidays).
What methods of payment does Tsubo accept?
We accept American Express, MasterCard, Visa, Discover Card, Paypal and V.me by Visa. When using your credit card, please provide your credit card billing address if different from the shipping address and daytime/nighttime phone numbers. If the billing address or the security code does not match that which is on file at the financial institution, if authorization is not given for any reason, or if the issuing bank cannot support verification efforts, we reserve the right to cancel the order without notification. In most cases, "virtual credit cards" cannot be verified. We do not recommend using a virtual credit card on your orders. If you have any questions please call our customer service department at 1.866.99.TSUBO.
Do you charge sales tax?
Yes. Sales tax will be applied to online purchases made by customers in all states in accordance to state/city/county regulations. Sales tax is charged based on the shipping address of the order. Sales tax will apply to online purchases in the following states - Arizona, Arkansas, California, Colorado, Connecticut, Florida, Georgia, Hawaii, Illinois, Massachusetts, Nevada, New York, Oklahoma, Pennsylvania, South Dakota, Texas, Vermont, Utah and D.C.
What is the return policy?
We have a 30-day return/exchange policy on all footwear free of dirt and debris. Our footwear also has a one-year warranty against manufacturer's defects.
If you purchased your TSUBO® product prior to February 1st, 2011 please refer to the back of your invoice for the required return form.
If you purchased your TSUBO® product from an Authorized TSUBO® retailer, please abide by the directions located on the following URL: http://www.tsubo.com/returns/Returns.aspx
FREE RETURNS AND EXCHANGES SHIPPING: Limited time offer. Return and exchange shipping is FREE for customers who purchased their TSUBO® product between February 1st, 2011 and August 31st, 2011 through our mail order, call center, or website within 30 days of the original invoice date. If you purchased your Product(s) during this time frame, we are happy to accept a return or an exchange at no cost to you. You can return or exchange your product(s) to us by using the pre-paid shipping label located in the product(s) original packaging. Please note: If you choose not to use the pre-paid shipping label please send your package via a trackable method. We recommend using UPS, Fedex or USPS regular ground service. If you do not use the pre-paid shipping label, you will not be reimbursed for your shipping cost and TSUBO® is not responsible for packages lost in transit.
Once we receive the item, we will ship your requested exchange item to you without charging any additional shipping. The new item may still be subject to duties, taxes and brokerage fees. Please allow up to 15 business days from the date we receive your return to complete your return or exchange.
If you cannot locate the pre-paid shipping label for your order please contact the TSUBO® call center. Click the following link to access the call center contact information. http://www.tsubo.com/customerService/contactUS.aspx
What is the toll free customer service number?
Do you price match?
No, we do not price match with other retailers or website offers.