FAQ
Frequently Asked Questions
Everything you need to know about shopping with Don't Panic Shoes — answered clearly, honestly, and all in one place. If you don't find what you're looking for below, our team is always just a message away.
Do you offer free shipping?
Yes. Every U.S. order ships free with Standard Shipping. No minimum purchase. No promo codes. No exceptions.
How long will it take to receive my order?
Standard Shipping (free, U.S. only): 5 to 10 business days. Priority Shipping: 3 to 5 business days. Express Shipping: 1 to 2 business days.
All transit times are business days (Monday through Friday) and begin once your order ships. Processing typically takes 1 to 3 business days before shipment. Certain brands, including Spring Footwear and Paul Parkman, may require additional processing time — we'll keep you updated if that applies to your order.
Custom and made-to-order items (including select styles from Paul Parkman, Zelli Italia, and Del Toro) are handcrafted and typically delivered within 2 to 4 weeks.
If it has been 15+ business days and you have not received tracking or your item, please contact us with your order number and we will look into it immediately.
Do you ship internationally?
Yes, we ship worldwide. Free shipping applies to U.S. orders only. International shipping rates and delivery times are calculated at checkout based on your location. Customs fees, duties, and import taxes vary by country and are the responsibility of the buyer. Customs-related delays are outside our control.
If you don't see a shipping option for your country, contact us and we'll work with you to find a solution.
How can I track my order?
You'll receive an email with full tracking details as soon as your order ships. If you only provided a phone number at checkout, you'll receive a text instead. Please allow 24 to 48 hours for tracking to begin showing movement.
If you haven't received a tracking email within 5 business days of placing your order, check your spam or promotions folder first, then contact us at support@dontpanicshoes.com and we'll locate your order right away.
My tracking number isn't updating. What should I do?
Carriers sometimes experience scan delays, especially in the first 24 to 48 hours after a tracking number is created. If your tracking has not updated in 5+ business days, contact us with your order number and we will investigate with the carrier on your behalf.
Orders and Payments
Can I cancel or change my order?
You have 24 hours after placing your order to request a cancellation or change (including shipping address changes). After that window, your order enters processing and may no longer be modifiable. Contact us as soon as possible at support@dontpanicshoes.com or text (929) 244-3681 with your full name, order number, and the change you need. We'll do our best to accommodate you.
After the 24-hour window, orders will only be cancelled if the item is out of stock on our end.
What payment methods do you accept?
We accept Visa, MasterCard, American Express, Discover, PayPal, Venmo, Apple Pay, Google Pay, CashApp, and installment plans through Shop Pay Installments, Afterpay, and Affirm. We do not accept checks, money orders, or wire transfers.
Can I pay in installments?
Yes. At checkout, you can split your purchase into interest-free installments through Shop Pay Installments, Afterpay, or Affirm. The option will appear automatically at checkout for eligible orders. There's no extra cost to you — just a more flexible way to pay.
Is my payment information secure?
Absolutely. Our store is hosted on Shopify, which uses industry-leading encryption and PCI-compliant payment processing. Your credit card information is encrypted during every transaction and is never stored on our servers.
Can I use a discount code after I already placed my order?
Discount codes must be applied at checkout before completing your purchase. Unfortunately, we are unable to apply codes retroactively to placed orders. Only one discount code can be used per order unless otherwise stated.
Current codes: DP10 (10% off most items), DP15 (15% off when you buy 3+ items), DP20 (20% off when you buy 5+ items).
Products and Sizing
Are your products authentic?
Every item we sell is 100% authentic, verified, and sourced directly from trusted brands, factories, and certified distributors. We've been doing this for over 30 years — our sourcing relationships are built on decades of trust. Your purchase is backed by our Authenticity Guarantee. If anything is ever not right, we'll make it right.
Where do you source your products?
We work directly with brands, authorized factories, and certified distributors. We do not source from third-party resellers or unauthorized channels. Every product that ships from our store has been verified for authenticity and quality.
How do I find the right size?
Check our Size Guide for detailed measurements across men's, women's, and kids' sizing. Most of our shoes run true to size unless otherwise noted on the product page. If you're between sizes, we generally recommend sizing up for a more comfortable fit.
Not sure? Email us at support@dontpanicshoes.com or text (929) 244-3681 with the shoe you're looking at, the brand and size you usually wear, your width preference (standard or wide), and how you like your shoes to fit (snug, normal, or roomy). We'll give you a personalized recommendation so you get it right the first time.
Do your shoes run true to size?
Most styles run true to size, but fit can vary by brand. A few general guidelines:
Nike, Jordan, and Puma — true to size for nearly everyone. Adidas (including Yeezy) — tends to run slightly large. Consider going down half a size. Spring Footwear — may run slightly narrow. Size up if you have wide feet. British Walkers — fits medium to slightly wide. True to size for most. Clarks Originals — generally true to size. Desert Boots may feel snug at first and break in within a few wears. Birkenstock — uses EU sizing as primary. Regular footbed fits most.
We include brand-specific fit notes on product pages whenever applicable. When in doubt, reach out — we'd rather help you get the right size now than process an exchange later.
What brands do you carry?
We carry a curated selection of premium comfort and heritage brands including Birkenstock, Clarks Originals, Spring Step Shoes, British Walkers, Travel Fox, Johnny Famous, and more. Our collection is always evolving. Visit our Brands page to browse the full lineup.
Do you have this shoe in my size?
If the size you need isn't showing as available on the product page, it is currently out of stock in that size. If you'd like, tell us the item name and the size you need and we'll check if we can restock it or suggest a similar option.
When will an out-of-stock item be back?
Restock timelines vary by brand and style and we can't always guarantee an item will return. If you'd like to be notified, click "Notify Me" on the product page (where available) and you'll get an email the moment it's back. You can also contact us with the item name and we'll do our best to give you an estimate.
Returns and Exchanges
What is your return and exchange policy?
You have 30 days from the date of delivery to return or exchange any item. Items must be unworn, unused, and in their original condition with all packaging, tags, and accessories intact. Trying shoes on indoors on a clean surface is perfectly fine — we just ask that they remain in new condition.
Are exchanges free?
For U.S. customers, exchanges are free. There's no charge for the exchange itself, and we cover the cost of shipping the replacement item to you. Your return shipping label is covered if you selected Free Returns ($2.98) at checkout. If you did not select Free Returns, you are responsible for shipping the item back to us.
For international customers in Canada, the UK, and Australia, exchanges are available. Your return shipping label is covered if you selected Free Returns ($2.98) at checkout. If you did not, you are responsible for shipping the item back to us. You will also need to cover the cost of shipping the new item to you.
For international customers in all other countries, exchanges are available. Return shipping is your responsibility regardless of whether you selected Free Returns. You will also need to cover the cost of shipping the new item to you.
How do I start a return or exchange?
Start your return or exchange here: https://www.dontpanicshoes.com/apps/redo/returns-portal/login?referralId=69c5503389d8c00b8e037154
You can also contact us at support@dontpanicshoes.com or text (929) 244-3681 with your full name, order number, and whether you'd like a return or an exchange. We'll respond within 24 hours with instructions.
How long do returns and refunds take to process?
Once we receive your return, we inspect it within 3 to 5 business days. Refunds are issued to your original payment method and typically appear within 5 to 7 business days after approval. You'll receive an email confirmation at every step.
If it has been longer than 7 business days after tracking shows your return was delivered to us and you still haven't received your refund, email us with your order number and "Refund Pending" in the subject line and we will sort it out right away.
What about return shipping costs?
At checkout, we offer a Free Returns option for $2.98. This small fee covers your return shipping label if you need to send anything back — whether it's a return or an exchange.
If you selected Free Returns at checkout ($2.98): Your return shipping label is fully covered. This applies to U.S. customers and international customers in Canada, the UK, and Australia only.
If you did not select Free Returns at checkout: Return shipping costs are your responsibility. This applies to all customers regardless of location. We'll still provide clear instructions to make the process as easy as possible.
International customers outside of Canada, the UK, and Australia: Return shipping is always your responsibility, whether or not you selected Free Returns at checkout.
What if I receive a damaged, defective, or incorrect item?
Contact us within 7 days of delivery with your full name, order number, and a few clear photos of the issue. We'll send a prepaid return label and ship a replacement or issue a full refund at no cost to you — regardless of your location or whether you selected Free Returns at checkout. This is on us, not you.
Are any items final sale?
Custom and made-to-order items are final sale and are not eligible for return or exchange unless they arrive damaged or defective.
Our Store
Do you have a physical store?
Yes. Visit us at 168-24 Jamaica Avenue, Jamaica, NY 11432. We've been serving the Queens community for over 30 years. Walk in for personalized fitting, expert sizing advice, and styles you won't always find online. No appointment needed.
Are all online items available in store?
Most items are available for online delivery only, as our online catalog is significantly larger than our in-store inventory. If you'd like to pick up an online order locally, email us after placing your order and we'll do our best to arrange it.
Do you price match?
If you find an identical, in-stock item at a lower price from an authorized U.S. retailer, reach out to us. We'll do our best to work with you — we want you to feel confident that you're getting the best value when you shop with us.
Contact Us
Our team is here for you seven days a week.
Email: support@dontpanicshoes.com Text: (929) 244-3681 Visit: 168-24 Jamaica Avenue, Jamaica, NY 11432
We typically respond within 24 to 48 business hours during business hours (Monday through Friday, 9 AM to 6 PM EST). Weekend and holiday messages are answered the next business day. When you reach out, you'll always hear back from a real person — not a bot.
Tip: Including your full name and order number helps us find your account and respond faster.