Hushpuppied Customer Service Policy

At Hushpuppied, your satisfaction is our top priority. We are committed to providing transparent, efficient, and friendly support to ensure a seamless shopping experience—from the moment you browse our collection to after you receive your shoes. This policy outlines the standards, services, and processes we uphold to serve you better.

1. Our Service Commitment

We promise to treat every customer with respect, patience, and transparency. Our customer service team is trained to:

  • Respond to your inquiries promptly (see Section 6 for response times).
  • Provide accurate information about products, sizing, orders, and policies.
  • Assist with issues fairly and work toward a resolution that meets your needs.
  • Protect your personal information in compliance with data privacy standards (see our Privacy Policy for details).

2. Order Assistance

2.1 Order Placement & Modifications

If you need help placing an order, or if you want to modify details (e.g., shipping address, shoe size, quantity) before your order ships, contact us immediately at [email protected]. We cannot guarantee modifications once your order has been processed or dispatched—this depends on the status of your shipment.

2.2 Order Tracking

Once your order ships, we will send a confirmation email with a tracking number and link to monitor your package’s delivery status. If you do not receive this email, check your spam folder first, then contact us for assistance.

2.3 Missing or Delayed Orders

  • Delayed Orders: Shipping times vary by location (see our Shipping Policy), but if your order is delayed beyond the estimated delivery window, contact us with your order number—we will investigate with our shipping partners (e.g., UPS, USPS) and update you.
  • Missing Orders: If your tracking shows “delivered” but you have not received your package, check with neighbors or building management first. If the package is still unaccounted for, contact us within 48 hours of the “delivered” status—we will initiate a claim and arrange a replacement or refund if applicable.

3. Sizing & Product Questions

We want you to find the perfect fit! Our product pages include detailed sizing guides (e.g., measurements, fit notes for specific styles like loafers or oxfords). If you have questions about sizing, material care, or product features, reach out to us at [email protected]—we can also share additional details (e.g., leather type, sole durability) to help you decide.

4. Returns & Exchanges

We offer a hassle-free return and exchange policy for unused, unworn shoes in their original condition (with tags, packaging, and receipt/invoice).

4.1 Eligibility

  • Returns/exchanges must be requested within 30 days of delivery.
  • Shoes must be free of wear, stains, or damage (we cannot accept items that show signs of use).
  • Custom or personalized orders are non-returnable unless they arrive defective.

4.2 How to Initiate a Return/Exchange

  1. Email us at [email protected] with your order number, the style you want to return/exchange, and the reason (e.g., “wrong size,” “change of mind”).
  2. We will send a prepaid return label and instructions for packaging and shipping.
  3. Ship the item back to us—once we receive and inspect it (typically 3–5 business days), we will process:
  • Refunds: Credited to your original payment method within 5–7 business days (processing times may vary by bank).
  • Exchanges: Sent to you free of charge (if the requested size/style is in stock) within 2–3 business days of inspection.

4.3 Defective or Incorrect Items

If you receive shoes that are defective (e.g., broken stitching, faulty zippers) or incorrect (wrong style/size), contact us immediately—we will cover return shipping, send a replacement at no cost, or issue a full refund. Please include photos of the defect/error in your email to help us resolve the issue faster.

5. Cancellations

You may cancel an order before it is processed or shipped by emailing us at [email protected] with your order number. Once an order has been dispatched, it cannot be canceled—you will need to follow our return policy (Section 4) once you receive the item. Cancellations for processed (but unshipped) orders will be refunded within 5–7 business days.

6. Contact Us & Response Times

6.1 How to Reach Us

The primary way to contact our customer service team is via email:

We are available Monday–Friday, 9:00 AM–5:00 PM (EST).

6.2 Response Times

  • We aim to reply to all inquiries within 24 business hours.
  • During peak periods (e.g., holidays, sales events), response times may extend to 48 hours—we appreciate your patience.

7. Policy Updates

We may update this Customer Service Policy from time to time to reflect changes in our services or industry standards. When we do, we will post the revised policy on our website and note the effective date. Your continued use of our services after an update constitutes acceptance of the new policy.

If you have any questions about this policy, please don’t hesitate to contact us at [email protected]. We’re here to help!