Order, Shipping, Exchange & Return Information
What happens after I place my order?
Orders placed on a business day will begin being processed that day and shipped within 1 to 2 business days. Orders placed on a weekend or holiday will begin being processed on the next business day and ship within 1 to 2 business days. We generally ship FedEx and the nice thing about FedEx is they deliver on the weekends so be sure to track your package as soon as you get your tracking to see the expected date. Orders over $500 will require a signature on delivery.
The Perfect Fit
Xelero Shoes is dedicated to helping you find the Perfect Fitting shoe. Our Therapeutic shoes are designed to accommodate a wide range of common foot issues. Available for Men and Women in Sizes: 6 to 14 and Widths: Medium to 6E, extra depth, with removal inserts for Custom Orthotics and AFO’s.
We have taken all the worry out of ordering shoes on-line. With our Free Shipping on orders and our *First Return on Us Policy (FROU), you may return any purchased shoe within 30 days, at no cost*. Final Sale items are not returnable or refundable. See *FROU policy below.
How to Break-in New Shoes
To help determine if the shoe is the perfect fit, we recommend you wear the shoe for 15-20 minutes in the morning and again late afternoon, on a clean dry surface in your home. If you are not satisfied, the shoes must be in New sellable condition when returned, shoes that show any signs of wear, scuffed or dirty are not returnable/refundable. So, take a couple of days to try them on in your home on a clean surface to make sure they fit properly. We also have a custom fit system in our shoes. If your shoes are a little snug remove the Insert below the footbed to add more room Inside your shoes. See Custom Fit System below for more details. Remember to hang onto your shoebox and outer shipping carton until you have confirmed the shoes are the best fit for you!
What is Xelero Custom Fit System?
Most of our Xelero shoes often include several inserts. In addition to the main insert (footbed) with arch support, there can be an additional flat foam insert. The foam insert allow you to adjust the fit of each shoe. Want a snugger fit (add an insert), need more room (remove an insert) for the perfect fit. We suggest to keep the insert that you remove incase you decided you need it for a later use.
First Return on Us and Refund Policy
Return unworn new shoes within 30 days of delivery for a full refund. Shoes must be completely clean on top, bottom, and show no indication of wear. Return shoes in their original shoe box with all shoe inserts, and shoe packing material using the pre-paid return label. We will issue a full refund when the shoes are received. An email will be sent confirming a refund has been processed. Please allow 14 days from time of delivery for return and refund processing.
*The First Return on Us Policy* Free return shipping on your first pair of shoes/order is on us! All returned items must fit in one box as part of the First Return on Us program. Any consecutive orders placed within 90 days, a prepaid return label will be provided to you and a flat fee of $9.95 per label will be deducted from your refund. After 90 days the program starts over with a new free return. Returns received 20 days after the return label has been generated will receive a 50% refund. Returns received 30 days after label creation will not receive any refund. (Return window is calculated from the date of the delivery to you, to the date UPS scans the package for the return – transit times do not count in the 20, 30 days.) We are sorry we cannot accept back worn shoes, and if returned, there will be no refund. Final Sale Items are not returnable.
We have a quick and easy Return Questionnaire on our Returns page, fill in the fields and hit submit. If you would rather speak to us directly we are here Monday to Friday 9am – 5pm EST. Contact our customer service team at info@Xeleroshoes.com
or call 908-874-6670 to start the return process. Please have your order number and reason for return to start the process. We will provide you with a UPS return label and ask you to give the shoes to your UPS driver or drop them off at a UPS location within 3-4 days of label receipt. If you contact UPS for a special pick-up to your location, Xelero shoes will not cover the charge assessed by UPS. Please follow instructions below to prepare your return.
- Place Packing slip inside original shoe box.
- Place shoes and shoe inserts back into the original Shoe Box. (Do NOT Write-on or Adhere Tape to Shoe Box)
- Place Shoe Box inside original shipping box.
- Place Pre-paid UPS Return Label on the outside of box.
- Take the box to any UPS location or give to your UPS driver.
Problem with your shoes?
If you feel there is a problem with your shoes, please email us at info@Instrideshoes.com
within 120 days of your purchase. Please include your name and order number, a description of defect and attach at least 4 of the following images.
- A close image of the defect.
- A side profile image of the shoes.
- An image of the bottom of the shoes.
- An image from the top of the shoes.
All inquiries will be reviewed and responded to within 2-4 business days. Shoes worn past their useful life, excessive wear and/or improper use will not be deemed defective even within 120 days. Shoes that have been modified void any warrantees. Purchases over 120 days do not apply. We can only warrantee shoes purchased on www.xeleroshoes.com
website. If purchased elsewhere, please contact the retailer where you made your purchase and follow the retailers’ return guidelines.