Customer Care

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 4-6 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. Rush Service availability will depend on the time of year. 

 

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 a special request, 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 come with Quoddy-determined upcharge due at time of order and cannot be returned or cancelled for refund after order is placed. Discount codes and/or sale pricing cannot be applied to these orders.
RETURNS & EXCHANGES

Of course we all want this to work. But, if you decide you don’t love your shoes, please contact customer service for a Return Authorization Number. The return must be in their original condition and within 30 days of delivery for a refund or exchange. Exchanges can only be done for a shoe or slipper in the same style. All returns and exchanges must be unworn, in the state you received them and in the original packaging. 

Return Policy

In-Stock Product 

Free Exchanges

The Quoddy guarantee ensures you are completely satisfied with our purchase and would be happy to assist you with any questions you may have regarding the exchange of your shoe for a different size or style. The footwear must be unworn and exchanged within 30 days from date of purchaser. Our Customer Service department can be reached at

(207) 853-2488                service@Quoddy.com         Monday-Friday 8:30-6pmEST

 Returns & Refunds

We want you to be totally confident about every order you place, so we have a liberal return policy to put your mind at ease. If you are not 100% satisfied with your purchase, we will gladly issue you a full refund for any unworn, material or craftsmanship flaw or unaltered merchandise within 30 days of the original purchase date. Returns must be accompanied by a return authorization form and must include a return authorization number received from Quoddy Customer Service. Refunds will be issued to the original method of payment. Refunds will include the price of the product and any taxes charged. Initial shipping costs will not be reimbursed.

Please understand it may take up to two weeks to process returns and issue a credit. We will notify you via e-mail once your return has been processed.

Our Customer Service department can be reached at

(207) 853-2488                service@Quoddy.com         Monday-Friday 8:30-6pmEST

 Made-To-Order Product

Exchanges

Unless there is a manufacturing issue with the material or craftsmanship of the product Quoddy cannot exchange Made-To-Order product. Please be sure you follow the fitting outline included on our site. If you have a manufacturing issue you must complete a return authorization form (below) and must include a return authorization number received from Quoddy Customer Service.

Quoddy Credit

We want you to be totally confident about every order you place, but customer made-to-order products are exclusively made, for you, according to your specifications. Quoddy cannot be responsible for colors, materials, component choices once an order is placed. We will, however, gladly issue you a full Quoddy credit for any unworn product with material or craftsmanship flaws within 30 days of the original ship date. Returns must be accompanied by a return authorization form (below) and must include a return authorization number received from Quoddy Customer Service. A credit will be issued direct to you from our Customer Service department. Credits will include the price of the product and any taxes charged. Initial shipping costs will not be reimbursed. Please understand it may take up to two weeks to process a returned product and issue a credit. We will notify you via e-mail once your return has been processed.

Our Customer Service department can be reached at

(207) 853-2488                service@Quoddy.com         Monday-Friday 8:30-6pmEST

 

 Return AUTHORIZATION FORM

 

Order

Information

Original Order Number: ____________________   

 

Full Name: ________________________________________

 

Email: ___________________________________

 

Contact Phone Number (optional) __________________________________

 

Exchange ________________ Return _________________

 

In-Stock __________________   Made to Order ____________________

 

Reason Code: ______

  1. Defective
  2. Fit
  3. Color
  4. Material
  5. Other (please explain) _____________________________________________________________________________________

 

Quoddy Customer Service Authorization Code: ______________________

 

Date of Return Shipment ___________________   Date received at Quoddy ______________________

 

(207) 853-2488                service@Quoddy.com         Monday-Friday 8:30-6pmEST

Return Address: Quoddy, Attn: Product Returns, 550 Lisbon St., Lewiston, ME 04240

 

A note about Quoddy purchases made at our Tent Sale: All purchases are final and non-returnable. 

 A note about sizing: If you like your first pair of Quoddy shoes but the fit is just a bit too tight, our shoemakers can adjust them so there is more room in the front. Contact our Customer Service by email, chat or phone to arrange this complimentary service.

PRODUCT WARRANTY

If you have purchased a pair of shoes that you believe to have a defect in materials or workmanship and it is within 1 year of purchase, you can return them to Quoddy for inspection. Please contact customer service for a Return Authorization Number. Once received, if found to have a defect in materials or workmanship we will contact you to discuss repair, replacement, or refund.

Address for Warranty Returns & Inspections: Quoddy, Inc. Attn: Warranty Returns; 550 Lisbon St, Lewiston, ME 04240

Design Kit

How might I see what the leather looks like? 

We understand that sometimes it's hard to make a choice based on what you see on the website. We are happy to send you a few samples upon request-- just get in touch with us by phone, email or chat and let us know which colors you're interested in seeing. We'll pop them right in the mail to you. 

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 past 30 days from delivery, 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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