Cancel or edit your order within one day of placing it. If the international label is already created, we can't cancel it, and shipping fees are non-refundable.
After a day, contact customer service, but REQUESTING A CANCELLATION IS NOT A GUARANTEE.
If your order’s already with DHL, hit ondemand.dhl.com to change the address, delivery time, or get a pickup.
Orders placed Monday through Friday typically ship in 3-5 business days. Processing times vary, and weekends or holidays don’t count.
Expect changes during promotions.
| USA | FEES |
|---|---|
| 3-7 BUSINESS DAYS (approx) | OVER $100 - FREE | UNDER $100 - $10 |
| USA OUTER TERRITORIES | FEES |
|---|---|
| 5-10 BUSINESS DAYS (approx) | $20 |
| INTERNATIONAL | FEES |
|---|---|
| 5-10 BUSINESS DAYS (approx) | $20 USD FLAT / DHL EXPRESS COURIER |
Exceed our limits? Prepare to hear from us.
STRAYE DOES NOT SHIP TO PO BOXES AND APO/FPO.
Once shipped, you'll get an automated email with tracking info. Haven’t gotten a tracking number? Your order’s still in process. Check the order tracking page.
Pre-order drops can be purchased in advance to secure your pair, with an estimated ship date listed on the product page. Each pre-order is limited to one pair per customer—this keeps it fair for everyone.
We’re transparent about your pre-order expectations. The listed arrival date is an estimate, and it may shift slightly as we track the product's journey. Delays are rare, but they happen—usually just a few days when passing through the port. Rest assured, we’re on top of it. Pre-orders ship in the order they were placed, and we appreciate your patience as we get your order to you.
Make sure your shipping info is accurate. It's your responsibility. If your order has already shipped and you have provided the wrong address, you'll need create a free UPS MyChoice account to re-route your shipment. STRAYE will issue refunds only if the package is returned to us undeliverable. Undeliverable shipments returned to STRAYE will incur return shipping fees. Those, along with any protection fees, will be deducted from your refund. Future orders will require signature delivery.
If your international order’s processed, try adjusting shipping details via ondemand.dhl.com.
If your package is missing, contact us at service@straye.com. If you open an investigation on your own, we are unable to assist.
STRAYE is not responsible for lost packages on orders without SHIP SAFE protection.
Review our RETURN Policy.
Shipments to Mexico are temporarily unavailable due to a customs hold on footwear imports.
Due to restrictions from our financial partners, STRAYE does not ship to the following countries: Afghanistan, Algeria, American Samoa, Andorra, Anguilla, Armenia, Belarus, Bhutan Bonaire, Saint Eustatius and Saba, British Virgin Islands, Burundi, Cambodia, Cameroon, Cape Verde, Cayman Islands, Chad, Comoros, Congo, Democratic Republic, Cook Islands Cote D'Ivoire (Ivory Coast), Curacao, Djibouti, East Timor, Equatorial Guinea, Ethiopia, Falkland Islands, Faroe Islands, Fiji, French Polynesia, Gabon, Georgia, Greenland, Guam, Guernsey, Guinea, Guinea-Bissau, Haiti, Isle of Man, Kazakhstan, Kiribati, Kyrgyzstan, Laos, Lesotho, Liberia, Madagascar, Malawi, Mali, Marshall Islands, Mauritania, Mayotte, Micronesia, Moldova, Mongolia, Montenegro, Mozambique, Myanmar, Nauru, Nepal, Netherlands Antilles, New Caledonia, Niger, Niue, North Macedonia, Northern Mariana Islands, Palau, Puerto Rico, Russia, Samoa, San Marino, Sao Tome and Principe, Seychelles, Sierra Leone, Saint Maarten, Solomon Islands, Somalia, St Barthelemy, St Martin, St. Helena, Sudan, Suriname, Tonga, Tunisia, Turkmenistan, Tuvalu, Ukraine, Vanuatu, Vatican City State (Holy See), Virgin Islands, Wallis and Futuna Islands, Zambia, Zimbabwe.
STRAYE does not offer SALE items to international customers.
All international orders — including shipments to the United States — are processed under Global-e’s Delivery Duty Paid (DDP) model. Duties and taxes are calculated and collected at checkout. In most cases, duties and taxes are non-refundable if you return your order, since they are paid directly to customs. Where local law allows recovery, Global-e will handle the refund on your behalf.
If you reside out of the country and decide to ship your order to a hotel in America while you are visiting, STRAYE is not liable or responsible if the package does not arrive in time.
U.S. address orders made with international credit cards will be flagged and canceled.
If you’re contacted by DHL or customs for extra payment, reach out to service@straye.com
