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Customer Care
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Monday - Friday 8:30 A.M - 5:00 P.M. E.T
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ORDERS

What if I need to change my order?

We process orders within 1 day of receiving them but are usually happy to accommodate any changes to your order. The best way to change or cancel an order is to call us at 207.853.2488, Monday–Friday, 8:30 a.m.–5 p.m. ET.

When can I expect my order?

All Quoddy Made-to-Order shoes take approximately 3-4 weeks for delivery. International customers should expect an additional week in transit. You will always receive an email when your order ships from our workshop in Lewiston, Maine. You’re welcome to reach out via live chat, email or phone to get the specifics-- or to request a rush service ($75) that will move your shoes to the front of the line.

I am looking for a certain Quoddy style that I do not see on your website. Is it possible to order?

It depends. In most cases, we like to offer our customers the very latest in Quoddy styles and products-- and we can work with you to find the right shoe that you will love. However, if it’s it’s a special request that you believe we might be able to meet, reach out to our customer service team at 207-853-2488, email or chat and we can see what is possible. Please note that all custom orders beyond our current product assortment often come with an upcharge to cover additional customization costs.
THE QUODDY TEST RIDE

What is the Quoddy 30 Day Test Ride?

Of course we all want this to work. But, if you don’t love your shoes, return them within 30 days for a refund. No questions asked. Just call, email or chat with our customer service team to arrange. If you choose to use our pre-paid return label, we will deduct the cost of shipping from your refund.

What if I have worn my shoes within the 30 days?

No problem- if you don’t love them, return them for a refund. No questions asked.

I love my Quoddys but they are just a bit too tight. Can you help?

Yes. If you love your first pair of shoes but they are just a bit too tight, our shoemakers can adjust them for you. Just call Customer Service at 207.253.2488, email or chat with us to arrange this complimentary service.

DEFECTIVE RETURNS

Return Policy

If you have purchased a pair of shoes that you believe to have a defect in materials or workmanship, even if beyond the 30 day test ride period, you can return them to Quoddy for inspection. Once received, if found to have a defect in materials or workmanship we will contact you to discuss repair, replacement, or refund.

Returns Address: Quoddy, Inc. Attn: Product Returns, 550 Lisbon St., Lewiston, ME 04042

FREE DESIGN KIT PROGRAM

What is the Leather Sample Design Kit?

Our Design Kit takes the guesswork out of ordering Quoddy shoes online. It contains labeled samples of Horween® leathers, suedes, Auburn® Rawhide laces and eyelets. It ships to you within 1 day of ordering it. Hang on to it for up to 5 days. When you’re finished designing your made-to-order shoes, just place everything in the box, affix the prepaid label and mail it back to us.

Why do I need to send the kit back to you?

The leather sample design kit is a free service available to all customers to make the design process easier- we know that pixels on a screen don’t do the beautiful materials justice. We are happy to provide this service, but ask that you return them promptly so that another Quoddy customer can share in the experience. Just use the pre-paid label and send it back to us.

Are there any other leathers or laces that are available beyond what is posted on the website or in the design kit?

Our most popular leathers are listed under each shoe on the detail page-- and included in the Design Kit. However, if you are searching for a specific color or type, we can usually do our best to accommodate you as we often have small amounts of unique colors and prints.

RESOLING & REPAIRS

How can I get my shoes resoled or repaired?

The easiest way to order your resole or repair is here. Or, get in touch with us and we will place your order for you. All resole and repair work is done here in our Lewiston, Maine workshop by the same (or equally) skilled hands that made them in the first place. 

How do I get my shoes back to you?

All prices ($129 Domestic, $199 International) include shipping both ways to/from our Maine workshop, except if you are an international customer, where you are responsible for shipping your shoes back to us in Maine. Once you order your repair, you’ll receive an email with a shipping label within 1 business day. Just pack up your shoes in a shoe-sized box, affix the label and ship it back. Address: Quoddy, Repairs Department, 550 Lisbon St, Lewiston, ME 04240

What exactly does the fee include?

Besides the aforementioned shipping, all Quoddy resoling services include: a new pair of outsoles matching the original or different if you request; a new pair of laces to replace existing; cleaning and buffing of the upper leather; a new Quoddy shoe bag. Many of our customers tell us that it’s like getting a new pair again (except they are already broken in).

I would like a new color sole, different style laces or a special addition to my shoes that are coming in for resoling/repair. Is this possible?

Yes. We’re happy to resole your shoe in a different sole or style (contingent on what is possible with your shoe) and/or provide you a new style of lace. Just note this on your special instructions box at checkout and we will be in touch with you if we have any questions.

How long will my repair take?

During most times of the year, repairs take approximately 3-4 weeks. You’ll receive an email when your newly repaired shoes leave our workshop in Lewiston, Maine. If you are wondering the status of your repair or need a rush on it ($75 fee), simply get in touch with us.

I have something very specific I want done on my repair. How can I get these details to you?

Just write any special instructions on the box at checkout and if we have any questions, we’ll reach out to you.

FIT & SIZING

How do i pick the appropriate length for me?

We suggest you survey the size of your most comfortable shoes and use this as a starting point. The most universal brands are Nike, Adidas, and New Balance. As a rule of thumb, size down ½ a size from a Nike shoe - for example, if you run in a Nike size 10, order a Quoddy size 9 ½. In the case of adidas or New Balance, go with the same size you are currently wearing.

Can I trace my foot and get sized by you?

Yes. Trace your foot and use this sizing chart for size conversion. If your measurement indicates a smaller size than the running shoe comparison, always go with the larger size; more room is always better than not enough.

I have a narrow or wide foot. What width should I choose?

All Quoddy shoes are built with moccasin construction-- your foot is surrounded by just leather and stitching. This construction is naturally very accommodating to the width of your foot, so a standard width usually works very well. However, if you normally wear shoes that are very narrow or very wide, please use the below table:

 

Your current shoe Width

Recommended Quoddy Width Selection

Mens B Narrow

C Narrow

Mens EE, EEE

EE

Mens EEEE

EEE

Womens A, AA

Standard

Womens D, E

Wide

 

What can be done if the length of my shoe is correct but they still feel a bit tight?

Usually, our shoemakers can adjust your shoes so there is more room in the front. Call Customer Service at 207-853-2488 between 8:30 A.M - 5:00 P.M. E.T. or email us to arrange this complimentary service.

If you need to have your shoes repaired or adjusted and it’s beyond our 30 Day Test Drive window, please visit our Resoling & Repairs section or get in touch with us to arrange something specific.

PRESS & INFLUENCER INQUIRIES

Please email service@quoddy.com.

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I'm interested in:
Of course we all want this to work. But, if you decide you don't love your shoes, return them within 30 days of delivery for a refund. No questions asked. Just contact customer service to arrange it.
A note about sizing for our current customers
If you like your first pair of shoes but the fit is just a bit too tight, our shoemakers can adjust them so there is more room in the front. Contact us by email, chat or phone to arrange this complimentary service.
Need help ordering shoes online?
We’re here Monday to Friday 8:30 A.M - 5:00 P.M. E.T