SHIPPING POLICY

ORDER CHANGES

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.

INTERNATIONAL ADDRESS CHANGES

If your order’s already with DHL, hit ondemand.dhl.com to change the address, delivery time, or get a pickup.

ORDER PROCESSING TIMES

Orders placed Monday through Friday typically ship in 3-5 business days. Processing times vary, and weekends or holidays don’t count.

ACTUAL SHIPPING TIMES AND FEES

Expect changes during promotions.

FOOTWEAR QUANTITY LIMITS

Exceed our limits? Prepare to hear from us.

• 2 pairs per order. Period.

PO BOXES AND APO/FPO

STRAYE DOES NOT SHIP TO PO BOXES AND APO/FPO.

TRACK YOUR ORDER

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-ORDERS

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.

RE-ROUTING PACKAGES

If STRAYE ships an order, there’s a $25 fee to reroute it. Create a free UPS MyChoice account for easier changes.

If your international order’s processed, try adjusting shipping details via ondemand.dhl.com.

FAILED SHIPMENTS

Undeliverable shipments returned to STRAYE will incur return shipping fees. Those, along with any protection fees, may be deducted from your refund. Future orders? Signature delivery required.

LOST/STOLEN PACKAGES

If your package is missing, contact us at service@straye.com. Don’t open an investigation on your own or we can’t help.

STRAYE is not responsible for lost packages on orders without SHIP SAFE protection. Ensure your shipping info is accurate. It's your responsibility.

SHIP SAFE (COMPENSATION IF ORDER IS PROTECTED)

• Lost packages with SHIP SAFE can be replaced after a brief process, as long as the product’s in stock. If not, we’ll issue shop credit. Contact us within 30 days of ship date.
• Shop credit will cover product cost, minus any shipping and protection fees.
• SHIP SAFE is non-refundable.

Going forward, all deliveries to your address would require a signature.

RETURNS

Review our RETURN Policy.

INTERNATIONAL ORDERS

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.

DUTIES & TAXES

International orders are subject to Global-E’s terms and conditions, including non-refundable duties and taxes at checkout.

DELIVERY TO HOTElS

If you reside out of the country and ship shoes to a hotel in America while you are vacation, we are not responsible for refunding your order if the package does not arrive in time.

INTERNATIONAL CANCELLATIONS

U.S. address orders made with international credit cards will be flagged and canceled.

INTERNATIONAL SHIPPING NOTICES

If you’re contacted by DHL or customs for extra payment, reach out to service@straye.com