About Ordering
Pre-Order
Do I need to set up an account to place an order?
Yes, you will need to set up an account with us to purchase our shoes.
By creating an account with us at My Account you'll be able to enjoy the following benefits:
- Track your orders and review your order history.
- Create and request a new keycode.
- Create and update your profile, email preferences and password.
- Save your address and billing details so you can shop even quicker next time.
How do I reset my email/password?
You can adjust your email address or password on the Profile tab under My Account after you have logged in. If you have forgotten your password, you can click on "Forgot User Name or Password?" prompt under the Sign In button under Returning Customers on the Login page. You will receive a message with a link that will let you pick a new password.
How do I sign in?
You can sign in by clicking on My Account at the top section of the website.
Returning Customers
If you are visiting our new website for the first time but have purchased from us in the past, you will need to create an account in our new system. Rest assured, our customer service representatives have access to all your previous orders and fit history. We appreciate your continued business. Click on My Account to set up your new account.
Helpful Search Tips
We want to make your shopping experience as user-friendly as possible, so we’ve provided many different ways for you to find your favorite shoes or to shop around.
When searching on our website, you can use the search bar to search by style number and/or a short description, or you can browse our brand and category pages. Because we offer more than 600 styles, it may help to narrow your search by typing both a style number and a key word. For example, try entering ‘730 boot” or ‘730 men’ instead of just “730.” Otherwise, all style numbers that contain ‘730’ may pop up. You can also search by color and, for many of our brands, styles have names as well as numbers. Searching for “Elizabeth” or “Seth” will also narrow your results.
Know we are constantly updating our search capabilities to make it easy for you to find what you are looking for.
Order
Below are the most common questions we have been asked about ordering online with us. If you have not ordered from us before, please read our About Fitting section before placing your order.
What does 'FIT ME' mean?
If you do not know what size to ask for, select the FIT ME option in the drop down menu when ordering a product and enter your best guess as to your shoe size and width. To help us determine your size, fill out the information in the New Measurements section in Step 5 of the checkout process. For more detailed information on ordering online, please click on About Fitting.
Our fitters will evaluate the information provided and, using their knowledge of our shoes, will send a size and width for you to try. If you are not satisfied with the fit, it's easy to exchange your shoes, giving us your comments. (Do take care in trying on your shoes, remembering that shoes must be in original "as new" condition and in their original packaging to be returnable.) Once we've established your proper size in our shoes, reorders are seldom a problem.
What sort of payments do you accept?
We accept Visa, MasterCard, American Express and Discover both online and by phone. For mail orders we accept these credit cards along with money orders and personal checks. We are not currently able to accept PayPal, Apple Pay or Samsung Pay.
Please Note: Your order is NOT charged at the time of the checkout submission process. Your credit card is charged only after your order has been fully reviewed by our fitters and is ready for shipment. Any backordered items will not be charged until the shoes are available.
Will there be any sales tax on my order?
We add appropriate sales tax to all orders shipped to jurisdictions where we are required by law to collect it. (Massachusetts residents are taxed on shoes costing more than $175 and on certain specialty items.)
Do you accept back orders?
We will not cancel an order without contacting you. We accept back orders and will keep you updated with notifications of changes to your order. If a particular shoe is out of stock and we have your email address, we will send you an email notification of its estimated arrival date from the manufacturer. If you receive a backorder email notification, please let us know if you wish to wait for the order or prefer to choose another item or cancel the order entirely. If delivery of your order is time sensitive, please let us know when you place the order. Please note that we are closed on Sundays and most major holidays.
Post Order
Where is my order? Has my order been shipped?
If you have your own online account with us, you can check the status of your order anytime at My Account . Online orders with a valid email address receive a shipping notification by email at the end of the day the package is shipped. This message will indicate whether a full or partial shipment has been sent. Details of any partial shipment will be on the packing list.
Please add 
to your email address book so your order confirmation and shipment notification will not be misidentified spam.
If you wish to check the status of a pending order, you login to your online account at any time at My Account to find the latest update of your order. Or if you prefer, you may contact us.Please provide the following information:
- Your email address
- Your customer keycode (if available)
- The full name of the person who placed the order
- Delivery zip code
This information will help us provide you with the most detailed information regarding your order status.
In-stock orders are normally shipped within one to two business days. If we are unable to ship your order right away, we will email you or call you with an estimated shipment date
I completed an order, but I did not receive a confirmation email.
When you complete an online order, you should receive a confirmation email right away. If you do not, please check your spam folder. To prevent blocked emails, please add to your address book, so our emails are not spammed. If you are unsure about your order status, please feel free to contact us.
Our system also sends email notifications when your order has been reviewed, approved and shipped.
I completed an order, but realized I made a mistake or I need to make a change.
What do I do?
The fastest way to correct any online order is to call our Customer Service department as soon as possible during our regular business hours. (After hours, you may leave us a voice mail at 1-888-599-WIDE or fax us regarding the issue 781-749-3576). Please provide your order confirmation number along with your name and zip code. You may also submit a note to your order in your online account; we will see your message if your order has not already been reviewed and processed.
I have my shoes, how should I try them on?
Shoes should be tried on indoors on a clean carpet or rug. Do not bend the shoes as that will not improve fit and can crease the leather. Use care, as we cannot accept return of shoes that show wear or that have been damaged while trying them on. We can only accept returns and exchanges for UNWORN shoes up to 30 days.