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.
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.
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.
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 happen to get around the following quantity limitations, be prepared to hear from us:
STRAYE DOES NOT SHIP TO PO BOXES AND APO/FPO.
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.
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
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.
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.
Additionally, for future deliveries to your address, please note that a signature will be required to ensure successful delivery.
Consult our RETURNS Policy.
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.
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.