To cancel or edit your order, log into your account or refer to your order confirmation email and select 'Cancel' or 'Edit' within one day. Please note that if an international shipping label has already been created, it cannot be deactivated upon cancellation, and shipping fees are non-refundable.
After one day, please contact customer service. REQUESTING A CANCELLATION IS NOT GUARANTEED AND IS A REQUEST.
If your order has already been processed by DHL, please visit ondemand.dhl.com. Using the DHL OnDemand service, you can authorize an address change, schedule a delivery time, request a pickup, or approve delivery without a signature.
Orders placed Monday through Friday are typically processed and shipped within 3-5 business days, though processing times may vary. Orders are handled in the order they are received, and processing does not occur on weekends or holidays.
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 |
If you exceed the following quantity limitations, please be prepared to hear from us:
STRAYE DOES NOT SHIP TO PO BOXES AND APO/FPO.
Once your order has shipped, you will receive an automated email with your tracking number. If you haven’t received a tracking number, your order is still in the warehouse, and we are processing it. You can visit our order tracking page to monitor the progress of your shipment.
Select drops that are listed as pre-order can be purchased in advance to be reserved and shipped on or around the date listed. These drops are isolated purchases and are limited to one pair per customer to be fair to everyone.
We want to ensure you have clear expectations about pre-orders. At the time of your purchase, the product page indicates the estimated arrival date to our warehouse. Please keep in mind that this date is an approximation and may shift slightly as we track your item's journey to us. Occasionally, shipments experience minor delays—typically just a matter of days—as they pass through the port, and we're closely monitoring these situations to minimize any inconvenience. Pre-orders are shipped in the sequence they were placed, and we greatly appreciate your patience and understanding as we fulfill your order.
Once STRAYE ships an order to the address provided by the customer at the time of purchase, a $25 fee will be charged to intercept and reroute the package. We recommend that customers create a free UPS MyChoice account online to manage these changes independently.
If your international order has already been processed by DHL, you can attempt to modify your shipping address, delivery date, or provide other instructions by visiting ondemand.dhl.com.
Shipments delivered to the address provided by the customer, but returned to STRAYE as undeliverable, will incur return shipping fees charged by the carrier. These fees, along with any protection fees paid by the customer, may be deducted from any potential refund. For any future orders placed after a failed shipment, signature delivery will be required.
If your package is missing, please contact us immediately at service@straye.com. Please refrain from opening an investigation independently, as we will not be able to assist you if this is done.
STRAYE is not responsible for missing packages on orders without protection (No SHIP SAFE). Orders are shipped to the address provided by the customer and do not require a signature upon delivery. It is the customer's responsibility to ensure the accuracy of the shipping address.
Please note that for all future deliveries to your address, a signature will be required to ensure successful delivery.
Consult our RETURN Policy.
Please note that shipments to Mexico are currently unavailable due to a temporary halt on all footwear imports by customs.
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.
International orders will be subject to:
Payment of duties at checkout through Global-E covers the following:
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.
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.
