SHIPPING POLICY

ORDER CHANGES

Log into your account or view your order on the order confirmation email and select “Cancel” or “Edit” within one day. If an International label has already been created, it cannot be deactivated if an order is cancelled, so shipping fees are non-refundable.

After one day, please contact customer service. REQUESTING A CANCELLATION IS NOT GUARANTEED AND IS A REQUEST.

INTERNATIONAL ADDRESS CHANGES

If your order has already been processed by DHL, please visit ondemand.dhl.com. When you utilize the DHL OnDemand function, you can authorize a change in address, schedule a time for the delivery, schedule a pickup or authorize that the package be left without a signature.

ORDER PROCESSING TIMES

All orders placed Monday-Friday are typically processed and shipped within 3-5 business days (perhaps longer at times). Orders are processed in the order they are received, and nothing happens on Saturday-Sunday or holidays.

ACTUAL SHIPPING TIMES AND FEES

During promotional events, these are subject to change.

USA FEES
3-7 BUSINESS DAYS (approx) OVER $100 - FREE | UNDER $100 - $10
USA OUTER TERRITORIES FEES
5-10 BUSINESS DAYS (approx) $30
INTERNATIONAL FEES
5-10 BUSINESS DAYS (approx) $20 USD FLAT / DHL EXPRESS COURIER

FOOTWEAR QUANTITY LIMITS

If you happen to get around the following quantity limitations, be prepared to hear from us:

  • 2 pairs of shoes per order.

PO BOXES AND APO/FPO

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

TRACK YOUR ORDER

Once your order is shipped, you will receive an automated email with your tracking number. If you have not received a tracking number, your order has not left the warehouse, and we are working on it. Visit our order tracking page to monitor all stages of the shipping process.

RE-ROUTING PACKAGES

Once STRAYE ships an order to an address that the customer has specified at the time the order was placed, STRAYE must charge a fee of $25 to intercept and reroute packages. Therefore, it is our recommendation that customers open up a free UPS MyChoice account online to perform this task themselves.

If your international order has already been processed by DHL, you can make try to make changes to your shipping address, delivery date or any other instructions ondemand.dhl.com

RETURN TO SENDER PACKAGES

Shipments that are delivered to the address specified by customer but are sent back to STRAYE as undeliverable are subject to return shipping fees that are incurred from the shipping carrier. These return shipping fees, along with any protection fees paid by customer, are subject to be deducted from potential refunds. Any future order placed after an undeliverable incident will require signature delivery.

LOST/STOLEN PACKAGES

If your package is missing, immediately contact service@straye.com

Please do not open a UPS investigation on your own. We will not be able to assist you if you do so.

STRAYE is not responsible for missing packages on unprotected orders (No SHIP SAFE). Orders are shipped to the address specified by the customer, and do not require a signature at delivery. It is your responsibility to provide the correct address.

COMPENSATION (ONLY IF ORDER IS PROTECTED WITH SHIP SAFE )

  • LOST PACKAGES will be replaced with the same order, given the product is still in stock. If not, a Gift Card will be issued.
  • Gift Cards will refund everything except shipping and protection fees.

Additionally, for future deliveries to your address, please note that a signature will be required to ensure successful delivery.

RETURNS

Consult our RETURNS Policy.


INTERNATIONAL ORDERS

Please note that Mexico is currently deactivated for shipments, as customs has temporarily halted all footwear imports.

STRAYE serves all countries in the world with the exception of 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 product to International customers.

DUTIES & TAXES

International orders will be subject to:

  • Terms & Conditions and Privacy Policy via Global-E. This will be presented to you at checkout.
  • Global-E will act as the seller of record for these orders.

Payment of duties at checkout through Global-E covers the following:

  • The stated fees at the time of checkout which includes non-refundable customs duties and taxes.
  • The payment of stated fees at the time of checkout which includes customs duties and taxes.

INTERNATIONAL CANCELLATIONS

If you are attempting to ship to a U.S. address using an International credit card, your attempt at placing an order will be flagged and cancelled.

INTERNATIONAL SHIPPING NOTICES

If you receive an email from DHL or your local customs agency requesting for additional payment, please contact service@straye.com

For more information, please contact service@straye.com or visit our Chat.

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