CUSTOMER CARE
CENTER

Browse our most frequently asked questions.

General

How is Vionic different from other brands? 

Vionic shoes provide essential stability and addictive support. With a contour seamlessly engineered into each shoe, sandal and slipper, Vionic helps support natural alignment from the ground up.

Vionic is the only product recommended by America’s doctor, Andrew Weil, MD. He sees its success in relieving pain naturally.

Many of our products are recommended by the APMA, or American Podiatric Medical Association.

Vionic’s breakthrough technology offers versatility, which means you can have orthotic comfort in your favorite shoes. Only Vionic has its unique orthotic built right into its shoes for orthotic relief without the orthopedic look.

What is your phone number? 

Our phone number is 800-832-WALK (9255). Our business hours are Monday-Friday from 7:30 a.m. to 4:30 p.m. Pacific Time.

Below are the holidays our team will not be available.
Memorial Day
Independence Day
Labor Day
Thanksgiving
Day after Thanksgiving
Christmas Eve
Christmas Day
New Year's Eve
New Year's Day

Do you have a rewards program? 

Yes, we do! Sole Circle Rewards lets you earn points on purchases and by connecting with us on social, referring us to friends, writing reviews and more. Once you accrue enough points, you’ll then earn rewards that can be redeemed on vionicshoes.com.

Unlock access to your Sole Circle Rewards dashboard and learn more about the program by visiting the Sole Circle Rewards page.

What size should I order? 

We work very hard to keep our sizing consistent across our collection, and most of our styles fit true to size. But if you are unsure about sizing for a specific style, we also feature fit tips under the "Sizing" tab on the individual product pages.

For sandals only available in whole sizes, we recommend sizing down to the nearest whole size if you wear a half size. For example, if you typically wear a size 7.5, order a size 7.

Is there a break-in period for your shoes? 

Most people will find our shoes and orthotics comfortable right out of the box. For others, their experience may be different.

In these cases, for the greatest comfort, we recommend wearing your new Vionic footwear for just a few hours for the first few days to allow your feet to adjust to the new level of orthotic comfort and support. Within one to two weeks you should find the product completely comfortable and supportive.

Is your site secure? 

With respect to security: We have appropriate security measures in place in our physical facilities to protect against the loss, misuse or alteration of information that we have collected from you on our website.

For more information, please visit our Privacy Policy page.
 
Our postal address is:
4040 Civic Center Dr., Suite 430
San Rafael, CA 94903

If you feel that this site is not following its stated information policy, you may contact us at the above address.

Where can I find your products locally? 

We understand that many people prefer to try our shoes on before making a purchase. To discover your local Vionic retailers, please use our Store Locator. You may enter your zip code or full street address.

We advise that you first call the location before visiting as not all retail locations carry all of our styles.

Do you have an email newsletter? 

Yes, we have an email newsletter! Sign up and be the first to know about sales, special promotions, tips, trends and more.

Plus your next order ships FREE. Join our list here.

Are your products latex free? 

Yes, all of our products are latex free.

I bought shoes that are now on sale. Can I get a
price adjustment? 

VionicShoes.com gladly honors a one-time price adjustment within thirty days of the online purchase date for merchandise purchased on VionicShoes.com.

Shipping

What shipping methods do you offer? 

All of our orders are shipped using Federal Express. Please see the table below for the current service levels, charges and estimated shipping times.

Currently, we are only able ship to the 50 United States, and are not able to ship to PO Boxes, or Military/APO/FPO addresses, but are working on a solution.
Method Service Cost *Estimated Delivery Time
Standard Ground Shipping FEDEX $5 Flat Rate 3-7 Business Days (M-F only)
3-Day Shipping FEDEX $10 Flat Rate 3-5 Business Days (M-F only)
2-Day Shipping FEDEX $15 Flat Rate 2-4 Business Days (M-F only)
*Shipping time does not include processing time (typically 24-48 hours). All orders ship from California.

Orders are packed and shipped on business days only. Business days refer to Monday-Friday with the exception of the following holidays:

Memorial Day
Independence Day
Labor Day
Thanksgiving
Day after Thanksgiving
Christmas Eve
Christmas Day
New Year's Eve
New Year's Day

Once I place my order, when will it ship? 

We strive to ship orders as quickly as possible. We typically ship all orders the following business day. For example, if you place an order on Tuesday at 1 p.m., your order will ship out on the following business day (Wednesday).

Please refer to our Shipping Page for more information.

Do you ship and deliver orders on the weekend? 

No, we do not ship or deliver orders over the weekend. Please keep this in mind when placing your order, especially when placing your order over the weekend or close to the weekend. For example, an order placed on Friday will not ship until Monday (the next business day). If Monday is a holiday that is being observed, your order will not ship until Tuesday.

Please refer to our shipping page for more information.

Click Here for Shipping Page

Do you ship to Canada? 

At this time we do not ship to Canada from the United States. However, you can purchase Vionic shoes in Canada at vionicshoes.ca or use the Canadian site store locator to find a retail location near you.

Please click the flag below to visit vionichoes.ca.

 


Please note: It is recommended you always call the retail store before making a visit. Not all stores carry our entire line of products.

Do you ship internationally? 

No, at this time we do not ship internationally from vionicshoes.com. However, you can purchase internationally from our exclusive distributors listed below. Or, visit our Find a Store section to discover retail partners of ours that may ship internationally.

Australia: vionicshoes.com.au

Canada: vionicshoes.ca

Germany and Austria: vionicshoes.de

New Zealand: vionicshoes.co.nz

Philippines: vionicshoes.com.ph

Singapore: vionicshoes.sg

Switzerland: vionicshoes.de

United Kingdom and Ireland: vionicshoes.co.uk

Do you ship to P.O. boxes or Military
APO/FPO addresses? 

We do not currently ship to P.O. boxes or Military APO/AFO addresses but are working on a solution. Please provide an alternate shipping address during checkout.

Do you charge sales tax on merchandise? 

Sales tax will be added to orders shipped to the following states:

• California at 8.5%
• Florida at 7%
• North Carolina at 7.25%
• Texas at 8.25%

You will see the appropriate tax added to your order during your checkout.

ORDERING & PAYMENT

What forms of payment do you accept? 

We accept major credit cards including:

Visa
Mastercard
Discover
American Express

We also accept e-gift cards issued by vionicshoes.com and payments via PayPal Express.

How can I check my order status? 

There are a few ways you can check the status of your order:

1. Check the status of an individual order by using our Track an Order page. All you will need is your order number and the email you used when placing your order. You can find your order number in your order confirmation and shipment confirmation emails.
2. You may also sign in to your account and view the status of your order. Please keep in mind that orders placed before the creation of your account will not show up in your account.

If you already know your tracking number, and you would like to contact FedEx directly, you can visit FedEx.com
 
You can also contact us Monday-Friday from 7:30 a.m. to 4:30 p.m. PT to check the status of your order.

Do you take phone orders? 

Yes, we do process orders over the phone during our regular business hours. Our business hours are Monday-Friday from 7:30 a.m. to 4:30 p.m. PT. If you would like to place your order over the phone, please call 800-832-WALK (9255).

Our Customer Care Team will not be available to take orders during company observed holidays, which include:

Memorial Day
Independence Day
Labor Day
Thanksgiving
Day after Thanksgiving
Christmas Eve
Christmas Day
New Year's Eve
New Year's Day

Where do I enter in my coupon or promotional code? 

If you have a promotional or coupon code that you would like to redeem, please enter it in the "Have a Coupon Code?" box in your shopping cart during checkout.

Please note that only one promotional code can be used per order, and that certain codes require being signed in to your Vionic account.

I received a payment failure or fraud warning
when checking out. 

If you received a message that your credit card was declined, or a fraud warning message, this means your card was declined by our processing system. We do not give details as to why your card was declined. It is recommended that you contact your credit card issuer or your banking institution as to why it was declined. We recommend that you not continue to try using your card as it will most likely continue to be declined.  

If you would like for one of our agents to assist you in placing your order, please call Customer Care between the hours of 7:30 a.m. PT and 4:30 p.m. PT, Monday through Friday, at 800-832-9255.

Please keep in mind we will not be able give you details regarding why your credit card was declined.

My credit card was declined, why does my card
show a charge? 

If your credit card was declined by our system, you may see an "authorization" on your debit/credit card. We have not taken any money from your account. This is simply an authorization of the funds.

No money is taken from your account until your order ships. In the case of a declined debit/credit card, your order has not been accepted into our system and will therefore not be charged. Please allow 24-48 hours for the authorization to disappear from your account. If you contact your card issuer or banking institution, they may be able to provide you more information.

If you would like more information on authorizations, including what they are, how they are treated and how most financial institutions handle them, please visit: http://en.wikipedia.org/wiki/Authorization_hold

Do you charge sales tax on merchandise? 

Sales tax will be added to orders shipped to the following states:

• California at 8.5%
• Florida at 7%
• North Carolina at 7.25%
• Texas at 8.25%

You will see the appropriate tax added to your order during your checkout.

RETURNS & EXCHANGES

What is your return policy? 

We're sorry your purchase didn't work out for you. To make it easy to find your perfect pair, we offer FREE returns and exchanges for purchases made only on vionicshoes.com.

You may return or exchange your merchandise for any reason within 30 days of purchase as long as the original purchase was made on vionicshoes.com. Returns for refunds will be credited to the original form of payment. Please allow up to 15 days for the credit to show on your statement. Original shipping charges are not refunded.

PLEASE NOTE: We cannot process returns or exchanges for purchases made through other retailers.

For additional information, please visit our Returns & Exchanges page.

How do I return or exchange an item? 

For shoes purchased through vionicshoes.com, please fill out the return/exchange form included with your order and ship your shoes back to us in their original packaging with the prepaid return shipping label provided.


For additional information, please visit our Returns & Exchanges page.

How long does it take for returns to be processed? 

Returns are typically processed within 7-15 business days of our warehouse receiving the physical merchandise. Please note: additionally, it may take up to a week for the credit to appear on your statement.

For additional information, please visit our Returns & Exchanges page.

Can I physically drop off my return to your warehouse? 

Our warehouse does not accept "walk-in" returns for safety reasons. Please do not attempt to drop off returns at our warehouse.

For shoes purchased through vionicshoes.com, please fill out the return/exchange form included with your order and ship your shoes back to us in their original packaging with the prepaid return shipping label provided.

For additional information, please visit our Returns & Exchanges page.

GIFT CARDS

Do you offer gift cards? 

Yes, we currently offer electronic gift cards. To purchase an e-gift card, please click here.

Please note: e-gfit cards puchased on vionicshoes.com may only be redeemed through vionicshoes.com. We do not currently offer physical gift cards that can be mailed.

Do e-Gift Cards expire? 

Vionic e-Gift Cards do not expire and we do not assess any service fees for non-use.

How do I check the balance of my e-Gift Card? 

To check your balance, please place an item in your cart. On the cart page, please scroll-down to the e-Gift Card Code section. Enter in your e-Gift Card Code and click on the link that says “check e-Gift Card status and balance.” You may call a Customer Care Consultants at 800-832-9255. Customer Care Consultants are available Monday through Friday from 7:30AM to 4:30PM Pacific Time.

Can I return my e-Gift Card for a refund? 

e-Gift Cards are not refundable, nor may they be resold.

Any outstanding balance of the e-Gift Card shall not be refunded or exchanged for cash, except as required by law.

Any refunds for returned merchandise purchased with the e-Gift Card will be reapplied to the e-Gift Card.

e-Gift Card terms and conditions 

Listed below are the Terms and Conditions for our Electronic Gift Cards.

Vionic Group LLC
e-Gift Card Terms and Conditions
Purchase and Redemption

1. e-Gift Cards may be purchased at www.vionicshoes.com, or via telephone by calling our Customer Care Consultants at 800-832-9255. Customer Care Consultants are available Monday through Friday from 7:30AM to 4:30PM Pacific Time.

2. e-Gift Cards may be redeemed only for future purchases of merchandise at www.vionicshoes.com, or via telephone by calling our Customer Care Consultant at 800-832-9255. Customer Care Consultants are available Monday through Friday from 7:30AM to 4:30PM Pacific Time.

3. Coupons and coupon codes may not be used to purchase e-Gift Cards. However, e-Gift Cards can be used in conjunction with coupons or coupon codes for any purchases.

4. No taxes are charged on the purchase of e-Gift Cards. Applicable taxes are charged when e-Gift Cards are redeemed.

5. Upon redeeming your e-Gift Card, if your purchase exceeds the amount of the e-Gift Card, you will need to pay the balance.

6. Any outstanding balance of the e-Gift Card shall not be refunded or exchanged for cash, except as required by law.

7. e-Gift Cards are not refundable if lost or stolen.

8. When redeeming e-Gift Cards, any unused balance will be available for future purchases of merchandise.

9. e-Gift Cards usually arrive within 24 hours of purchase.

10. e-Gift Cards may not be resold.

11. e-Gift Cards purchased through any unauthorized resellers or other internet auction sites are not guaranteed by Vionic Group LLC

Refunds

Any refunds for returned merchandise purchased with the e-Gift Card will be applied to the e-Gift Card.

How to Obtain Your Balance

To check your balance, please place an item in your cart. On the cart page, please scroll-down to the e-Gift Card Code section. Enter in your e-Gift Card Code and click on the link that says “check e-Gift Card status and balance.” You may call a Customer Care Consultants at 800-832-9255. Customer Care Consultants are available Monday through Friday from 7:30AM to 4:30PM Pacific Time.

Expiration

Vionic e-Gift Cards do not expire and we do not assess any service fees for non-use.

Compliance with Law

By purchasing e-Gift Cards, you are certifying and representing to Vionic Group LLC and its affiliates that the activities in connection with which the e-Gift Cards will be used and comply with these Terms and Conditions and all applicable laws, rules and regulations, including the Terms and Conditions that govern the www.vionicshoes.com web site. In addition, you agree to defend and indemnify Vionic Group LLC and its affiliates from and against any claims, expenses or liabilities made against or incurred by any of them in connection with your use of the e-Gift Cards or violation of any of these Terms and Conditions.

Acceptance of Terms and Conditions

Your purchase or use of an e-Gift Card constitutes your acceptance of these Terms and Conditions. These Terms and Conditions are subject to change without notice.

ORTHOTICS

What is your return policy? 

We're sorry your purchase didn't work out for you. To make it easy to find your perfect pair, we offer FREE returns and exchanges for purchases made only on vionicshoes.com.

You may return or exchange your merchandise for any reason within 30 days of purchase as long as the original purchase was made on vionicshoes.com. Returns for refunds will be credited to the original form of payment. Please allow up to 15 days for the credit to show on your statement.

PLEASE NOTE: We cannot process returns or exchanges for purchases made through other retailers.

For additional information, please visit our Returns & Exchanges page.

What is the difference between a footbed or insole
and an orthotic? 

Regular footbeds are designed to provide a cushioning effect and absorb shock. They may feel comfortable at first, but they do not address the biomechanical cause of excess pronation.

Orthotics provide some degree of shock absorption, but more importantly they are functional and are designed to help you reclaim your footprint by supporting natural alignment from the ground up. Some footbeds also feature an arch support; however, quality orthotics such as Orthaheel do a lot more than just support the arches.

For additional information about our orthotics, please visit our Orthotics Guide.

Who can benefit from wearing orthotics and why? 

Any person with or without a foot problem can benefit from wearing orthotics! It is estimated that over 70% of the population suffer from rolling inwards of the foot and fallen arches (i.e., excess pronation), which is the major contributing factor to foot problems. As we get older this problem often worsens.

These persons in particular can benefit greatly from wearing orthotics:

Those over 50: As we get older, the muscles and ligaments in the foot become weaker, as do the bones due to calcium reduction. In addition, the fatty padding under the foot thins out, which means less protection and cushioning for the bones, in particular the heel bone. Fallen arches combined with thinning fat tissue are a recipe for foot problems. Heel spurs are the most common foot complaints for those over 50.

People who are on their feet all day: Factory workers, nurses, teachers, people in retail and many other industries are required to stand on their feet for hours each day. Hard, unforgiving surfaces like concrete and asphalt take their toll after prolonged standing even for young and healthy people! Most common complaints are tired, aching feet and legs as well as low back pain. Women who are required to wear dress shoes with heels (e.g., in retail or hospitality) often suffer from pain under the ball of foot (metatarsalgia) and/or aching legs.

Runners & athletes: Because athletes put so much strain on their muscles and bones and ground reaction forces are much higher (up to 4 times the body weight), biomechanical injuries are more the rule than the exception. Orthotics play a major role in preventing sports injuries such as Achilles Tendonitis, shin splints and problems in and around the knee joint. Plus, running pain-free enables any athlete to perform better!

High-heel wearers: Most women know that high heels are not good for their feet, however many women do wear them. Common symptoms occurring from wearing high heels are pain in the back of the legs (and shortening of the calf muscles over the long term), ball of foot pain, pain under the arch and the heel. Vionic Slimfit orthotics are specifically designed to reduce discomfort associated by heeled shoes and sandals.

Pregnant or overweight people: Excess weight worsens the effects of excess pronation and its related pains. Proper alignment and support are crucial for those carrying additional weight, which creates additional forces on the feet, ankles, knees and back.

What are Vionic orthotics made of and how long
will they last? 

Vionic orthotics and sandals are made of a flexible material called EVA (ethyl vinyl acetate).

The key advantage of EVA is that it is supportive and 'giving' at the same time! As you apply weight to the foot, there is a certain amount of 'give' in Vionic orthotics and sandals, providing shock absorption to the feet, ankles, knees, hips and back. This makes the device much more comfortable and more natural compared to hard orthotics. Yet, at the same time, they are firm enough to realign the foot and allow you to claim back your natural footprint.

Because Vionic orthotics and sandals are somewhat flexible, they will need to be replaced every 12-18 months. Older people or those with sensitive feet will benefit from a softer type of orthotic such as Vionic, as they may have difficulty tolerating anything hard under the foot.

How long does it take to get used to Vionic orthotics and footwear? 

Because Vionic products are made of 'foot-friendly' flexible EVA, it takes most people only a few hours to get used to them.

For the greatest comfort, we recommend wearing your new Vionic footwear for just a few hours for the first few days to allow your feet to adjust to the new level of orthotic comfort and support.

Within one to two weeks you should find the product completely comfortable and supportive.

Are Orthotics covered under the 30 day guarantee? 

Our orthotic inserts are covered in our 30-day guarantee. Even if you’ve already used them or trimmed them down to size, we will accept them back for a full refund within 30 days of purchase. Original shipping charges are not refunded.

FROM ORTHAHEEL TO VIONIC

Why did Orthaheel change to Vionic? 

While customers like what the Orthaheel footbed and support does for them, they didn't really like the brand name. The feedback we received was that it sounded a bit "old" and "orthopedic."

After testing ideas with both current and prospective consumers, the preferred name was Vionic. To them it sounded fresh, modern and technical. By keeping "with Orthaheel Technology," it provides assurance that Vionic still offers the same great support they love in their current Orthaheel products.

The company was not sold nor did it merge with another company. We have the exact same Leadership Team and our products are still made to our exacting standards at the highest grade factories in the world.

Click here to learn more about our company.

 

What happened to Orthaheel? 

Orthaheel is now Vionic with Orthaheel Technology. While Vionic with Orthaheel Technology is a new brand on the outside, its most prominent feature is the tried-and-true technology on the inside. This Orthaheel Technology is exactly the same. It's life-changing for many and trusted by all.

The company was not sold and did not merge with another company. We have the exact same Leadership Team and our founder, Phil Vasyli, continued to be our chairman during the launch of the new brand.

Click here to learn more about our company.

Is Dr. Andrew Weil still involved with the company? 

Yes. While Vionic has aligned their footwear brands into one, Dr. Andrew Weil continues to recommend the technology as good for people's foot health. The Orthaheel technology complements his philosophy of natural health and well-being from the ground up. Read more about Dr. Andrew Weil and how he is contributing to the the Vionic Innovation Lab.

Has the orthotic technology changed? 

No! While we are continually improving our shoes and orthotics, the tried-and-true technology is the exactly the same, and it will be adapted to the expanded range of styles and heights.

What is Orthaheel Technology? 

Orthaheel Technology is an innovative podiatrist-designed orthotic built into the footbed which helps support natural alignment from the ground up, which can relieve foot, knee and back pain. Learn more about the technology here.

CLEANING AND CARE

Is there a break-in period for your shoes? 

Most people will find our shoes and orthotics comfortable right out of the box. For others, their experience may be different.

In these cases, for the greatest comfort, we recommend wearing your new Vionic footwear for just a few hours for the first few days to allow your feet to adjust to the new level of orthotic comfort and support. Within one to two weeks you should find the product completely comfortable and supportive.

How do I clean my sandals, shoes or orthotics? 

To clean our products, we recommend you wipe with a damp cloth and air dry under indirect sunlight.

We DO NOT recommend the following:

  • Submerging in water or using solvents to clean products.
  • Exposing products to extreme temperatures.
  • Commercial dry cleaning or home wash/dry laundry machines.

How do you recommend eliminating sandal odor? 

Eliminate odor and effectively clean and deodorize footbeds by stopping cell growth and multiplication of bacteria and fungi which can cause odor and itchiness.

Preventative measures are best here. But in the event that you do find your sandals have taken on an odor, we recommend giving the footbeds a good scrub with a mild soap diluted in warm water. Be sure to let your shoes air dry naturally. Do not place them near a heat source or in direct sunlight.

Do you recommend anything for blisters or chafing? 

We recommend that you apply a blister protection product on your skin such as FOOTGLIDE Foot Care, FAB FEET BLISSTICK or BAND AID Friction Block which may provide a barrier against the chafing.

What do you recommend for squeaky footwear? 

It could be that your orthotic is squeaking because it is rubbing against the upper of the shoe.

Locate the area of the shoe where the squeak is coming from. Lift the orthotic and sprinkle baby powder or baking soda inside this area. Leave the powder inside and insert the orthotic back into the shoe. Let the shoe set overnight.