Customer Support

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Address
5305 E Washington Blvd
Commerce, CA 90040
Tel:
877-838-6351
Fax:
323-881-0856
Hours
M-F
9AM-5PM PST
Sat-Sun
Closed
Store Customer Service
866-807-7129

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Shipping & Delivery

Shipping Options: (up to 3 items if shipping together)

Service Level Shipping Charges Delivery Time
Economy $0.00 7-12 business days
Ground $2.99 4-9 business days
Expedited* $10.00 5-7 business days
Rush* $25.00 3-5 business days

UPS Next Day Air shipping is only available depending on the specific item and destination. Once your order has been placed please call customer service at 877.838.6351 for pricing and availability.
*Expedited shipping may not be available to some destinations in AK or HI.
*Shipping to AK or HI will be charged $15 in addition to the price of expedited shipping.
*Economy and ground shipping is an additional $15 for each order (up to 3 items) shipping to AK or HI.
*Expedited orders are subject to verification and may be delayed if an order is unverified. See ‘Order Verification’

ORDER VERIFICATION:

All orders are subject to verification. Orders shipping to an address other than a confirmed billing address will be delayed if the cardholder is unable to verify correct billing/shipping information. Orders with missing or invalid information, including phone number, email address, billing/shipping address and/or payment information will be delayed until we are able to obtain complete and accurate information. Declined payments will also delay an order since we can only ship an item once payment has cleared. Orders totaling over $200 may require signature upon delivery. A required signature may delay delivery if no one is available to sign for the delivery at the shipping address.

DECLINED ORDERS:

If your debit/credit card is declined for any reason, the order will be cancelled. A confirmation will be sent to the email address on file.

APO/FPO SHIPPING ADDRESSES:

We do NOT ship to APO/FPO addresses. However items purchased from our site can be shipped to APO/FPO addresses if the International Checkout option is selected at checkout.

MULTIPLE ITEM ORDERS:

Orders with multiple items often require a few extra business days to process since we may need to gather all the items at one warehouse before the order is shipped. If the order is sent in multiple shipments you will receive a separate tracking number for each shipment.

SHIPPING DELAYS:

On occasion shipments will be delayed due to weather, natural disasters or other circumstances beyond our control. Aside from these circumstances you can expect UPS Ground packages to arrive within five business days from the ship date, UPS 3 Day Select packages to arrive three business days after the ship date, UPS 2nd Day Air packages to arrive two business days after the ship date and UPS Next Day Air packages to arrive one business day after the ship date. Declined payments will also delay an order since we can only ship an item once payment has cleared. Orders totaling over $200 may require signature upon delivery. A required signature may delay delivery if no one is available to sign for the delivery at the shipping address.

TRANSIT TIME:

Most orders begin tracking one business day (Monday through Friday, excluding holidays) after the shipment has been picked up by our carrier. Once an order ships, you can expect the shipment to be delivered within 1-6 business days. Transit times vary by order depending on the items purchased and the shipping destination. Transit times also apply to exchanges.

TRACKING:

You can track your order one of three ways: Once your order has been processed you will receive an email confirmation from UPS with a link to track your package through their website. You can also track your item at www.ups.com by entering your tracking number. You may also contact customer service toll free at 877-838-6351 and one of our customer service representatives can track your order for you. (Your tracking number can be obtained by logging into your account at any time if your account was created before the order was placed).

LOST ITEMS:

If you do not receive a package that has been confirmed as delivered by the carrier, we will begin a trace investigation process as soon as we are contacted. Trace investigations with UPS can take 1-8 business days. During that time UPS will attempt to contact the recipient. The trace investigation process will be stopped if UPS is unable to get into contact with the recipient. If UPS concludes they are responsible for a lost/damaged package we will either reimburse our customer for the loss or ship a replacement (if available).

DAMAGED ITEMS:

If you receive a damaged item we recommend keeping all packaging in case UPS needs to investigate the delivery. Please contact us as soon as possible to expedite a resolution. RobertWayne.com only guarantees a resolution when we determine we are responsible for the damage.

INCORRECT ITEM RECEIVED:

If you receive something other than what you ordered please contact us as soon as possible. We will email you with a free UPS return label so the item can be returned to our warehouse. We will ship the correct item as soon the return label begins tracking. Unfortunately we cannot ship replacement items unless the return is tracking or we receive a separate payment for any replacement item shipping before the return tracks. We realize this may be an inconvenience but we make every effort to make the process as quick as possible.

SALES TAX:

We are required by law to collect state sales tax on all orders shipped to the following states: Arizona, California, Colorado, Florida, Illinois, Maryland, Michigan, Nevada, New Mexico, New York, North Carolina, Ohio, Texas, Virginia and Washington. New Jersey and Pennsylvania are taxed on non-shoe items only.

PERSONAL FEDEX/UPS ACCOUNTS:

We are unable to ship items using any shipping account but our own. Free UPS return labels can be printed from our site so we are unable to reimburse our customers who choose to use alternative shipping methods.

Returns & Exchanges

ONLINE PURCHASES:

Robertwayne.com wants you to be fully satisfied with your purchase. We will gladly refund and/or exchange any unworn merchandise with original packaging and your packing list within 365 days of the purchase date (excluding any shipping and handling charges when applicable). Items returned in a box no longer in its original condition are subject to a 10% fee that will be deducted from the total refund.

When you receive your shoes, please make sure you try them on for size in your home on a carpeted or clean area. Worn shoes are NOT returnable

How To Return/Exchange Items:

  1. Please complete the Refund/Exchange form on the bottom of your packing list.
  2. Click Here to print a UPS return label using our easy online automated system. Instructions on how and where to drop off your item will displayed when you receive your label.
  3. Once we receive your item please allow 2-5 business days for processing.

We highly recommend getting a receipt with the return tracking number as proof of drop-off. If dropping off at a UPS facility, you can request a drop-off receipt from the UPS associate. If dropping off at a third party store, you may not be able to obtain a drop-off receipt, or you may be charged for a receipt - only do so at your own risk. Dropping off a return without getting a receipt with the tracking number eliminates our liability for a lost return package.

Boxed/Packaged Goods: When returning boxed/packaged items please ensure to pack the return inside a box or bag that protects the original shoebox. Please do not attach anything to the outside of the original shoebox. Should the original shoebox be marked or in unsatisfactory condition there is a chance that we will not accept your return or we may deduct a 10% return fee.

Return Package Example

Important!! Please remember to include the packing list you received with your order. We are unable to process your return without a packing list. For other customer service questions, please email us, or you can call us toll free at 877-838-6351. Our business hours are Monday through Friday, 9 a.m. to 5 p.m. (Pacific Standard Time).

You may also visit our retail locations with your packing list and we will gladly exchange your merchandise. Unfortunately, we are unable to process refunds for online purchases at any of our stores. All refunds must be submitted to our internet division using the method outlined above. Store purchases can not be returned to the online store for a refund.

FOR AMAZON CUSTOMERS:

Please include a copy of the packing slip with your return. Also when creating your free return label from our site please omit any dashes when entering your Amazon order # in the reference field.

Important!! Please remember to include the receipt you received with your order. We are unable to process your return without this original sales receipt. Due to system limitations we offer REFUNDS ONLY for returned items. We will gladly refund any unworn merchandise within 30 days of the order’s delivery date (excluding any shipping and handling charges when applicable). We do not accept worn or used items. If a worn item is returned to us, we will not issue a refund, re-ship or replace the item. For other customer service questions, please email us, or you can call us toll free at 877-838-6351. Our business hours are Monday through Friday, 9 a.m. to 5 p.m. (Pacific Standard Time).

Unfortunately, we are unable to process refunds for online purchases at any of our stores. All refunds must be submitted into our internet division using the method outlined above.

RETAIL STORE PURCHASES:

Unworn merchandise, with an original receipt, may be returned for an exchange or store credit. NO CASH or CREDIT CARD refunds.

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