Below is everything you need to know about how STRAYE ships orders — including processing times, fees, restrictions, and what to expect for domestic and international deliveries.
You may edit or cancel your order within 24 hours of placing it, provided a shipping label has not yet been created.
Once a shipping label is created, orders can no longer be canceled and all shipping fees are non-refundable.
If more than 24 hours have passed, you may still contact our customer service team. While changes are not guaranteed, we will review your request and confirm what options (if any) are available.
Orders placed Monday–Friday typically ship within 3–5 business days. Processing time excludes weekends and holidays.
STRAYE allows a maximum of 2 pairs of footwear per order.
Once your order ships, you’ll receive an automated email with tracking details. If no tracking number appears yet, your order is still being processed.
You may also check your order status at any time via our order tracking page.
STRAYE does not ship to PO boxes or APO/FPO addresses.
Orders shipped to hotels are delivered at the customer’s risk. STRAYE does not guarantee delivery timing relative to check-in or check-out and is not responsible for packages received before arrival or after departure.
Orders shipped to freight forwarders, mail forwarding services, consolidation warehouses, or re-shipping addresses are final sale.
By placing an order to a forwarding address, the customer assumes full responsibility for the shipment once it leaves our facility, including any loss, damage, delays, or non-delivery that may occur in transit or after delivery to the forwarding service.
SHIP SAFE shipping protection does not apply to freight-forwarded or forwarded shipments and will not be refunded or honored for related claims.
To reduce fraud and delivery issues, STRAYE may restrict shipping options or protections for orders shipping to addresses or regions identified as high risk.
For these orders:
If an order is canceled due to risk assessment, a full refund will be issued to the original payment method. Shipping protection fees are non-refundable.
STRAYE does not guarantee coverage, refunds, or replacement for orders shipped to high-risk addresses, forwarding services, or regions with elevated fraud or delivery failure rates.
Customers are responsible for providing accurate shipping information. Once an order ships, STRAYE cannot reroute or modify delivery.
If an incorrect address was entered, customers may request a reroute directly with the carrier (e.g., via UPS MyChoice or ondemand.dhl.com for DHL).
Refunds are issued only if a package is returned to STRAYE as undeliverable, minus return shipping and any protection fees. Repeated delivery issues may require signature confirmation on future orders.
If your package appears missing, contact service@straye.com so we can initiate an investigation with the carrier.
If a claim is opened directly with the carrier by the customer, STRAYE cannot assist further, as carriers allow only one active claim per shipment.
Orders placed without SHIP SAFE protection are not eligible for refunds, replacements, or store credit for lost or stolen packages.
SHIP SAFE is the only coverage option for loss or theft once an order ships.
SHIP SAFE is optional shipping protection covering loss or theft during transit or after delivery, subject to the following conditions:
SHIP SAFE does not apply to freight-forwarded or forwarded orders, which are final sale and excluded from all loss or theft coverage.
Pre-order drops reserve your pair in advance. Estimated ship dates are listed on product pages and may shift due to port or carrier delays. Pre-orders ship in the order they are placed.
| Region | Transit time | Fees |
|---|---|---|
| USA | 3–7 business days (approx) | $150+ – Free Under $150 – $10 |
| USA outer territories | 5–10 business days (approx) | $20 |
| Region | Transit time | Fees |
|---|---|---|
| International | 5–10 business days (approx) | $20 USD flat via DHL Express |
Shipments to Mexico are temporarily unavailable due to a customs hold on footwear imports.
We do not ship to the restricted countries listed below. STRAYE does not offer SALE items for international orders.
Duties and taxes are collected at checkout through Global-e’s Delivered Duty Paid (DDP) model and paid directly to customs authorities. These charges are typically non-refundable.
If your country permits duty or tax refunds, that process must be handled directly with your local customs office.
In limited cases, STRAYE may choose to refund duties or taxes on returned orders, but this is not guaranteed.
Orders shipping to U.S. addresses must be placed using U.S.-issued payment methods. Orders placed with international cards may be flagged for verification and canceled if they cannot be confirmed.
If your order is already with DHL, use ondemand.dhl.com to update the address, adjust delivery timing, or arrange pickup.
If contacted by DHL or customs authorities, it is the customer’s responsibility to respond promptly. Failure to do so may result in delays, returns, or forfeited shipments.
Due to carrier, customs, or banking restrictions, STRAYE does not ship to the countries listed below.
If your country is not listed but checkout fails, contact service@straye.com.
