FAQ
Frequently Asked Questions
Everything you need to know about shopping with Don't Panic Shoes — answered clearly and honestly, all in one place. If you don't find what you're looking for below, our team is always just a message away.
Shipping & Delivery
Do you offer free shipping?
Most U.S. orders ship free with Standard Shipping — no minimum spend and no promo code required.
A small number of items carry a shipping fee due to their size, weight, or how they're sourced. Whenever a fee applies, it's always shown clearly at checkout before you pay, so there are never any surprises. If your order qualifies for free shipping, you'll see it applied automatically.
Free shipping applies to U.S. orders only.
How long will it take to receive my order?
Your delivery time has two parts: processing (getting your order ready) and transit (time with the carrier).
Processing takes 1 to 3 business days before your order ships. Once it ships:
- Standard Shipping (free, U.S. only): 3 to 8 business days in transit
- Priority Shipping: 2 to 3 business days in transit
- Express Shipping: 1 to 2 business days in transit
All transit times are business days (Monday–Friday) and begin the day after your order ships, not the day you place it.
Some brands, including Spring Footwear and Paul Parkman, occasionally need extra processing time due to high demand. If that affects your order, we'll email you proactively with an updated timeline.
Custom and made-to-order items (including select styles from Paul Parkman, Zelli Italia, and Del Toro) are handcrafted especially for you and typically arrive within 2 to 4 weeks. This longer window is normal for handmade footwear and reflects the care that goes into each pair.
If it has been 15 or more business days and you still haven't received tracking or your item (for standard, non-custom orders), please contact us at support@dontpanicshoes.com with your order number and we'll look into it immediately.
Do you ship internationally?
Yes, we ship worldwide. Free shipping applies to U.S. orders only; international rates and delivery estimates are calculated automatically at checkout based on your destination.
Please note that customs fees, duties, and import taxes are set by your country's government, not by us, and are the responsibility of the buyer. Any customs-related delays are outside our control.
Don't see a shipping option for your country at checkout? Email us at support@dontpanicshoes.com and we'll do our best to find a solution.
How can I track my order?
The moment your order ships, we'll email you a tracking link. (If you only provided a phone number at checkout, you'll receive a text instead.) Please allow 24 to 48 hours for the carrier to scan your package and show its first movement — a quiet tracking page in those early hours is completely normal.
If you haven't received a tracking email within 5 business days of ordering, 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 have scan delays, especially in the first 24 to 48 hours after a label is created — this is normal and usually resolves on its own. If your tracking hasn't updated in 5 or more business days, contact us with your order number and we'll investigate with the carrier on your behalf.
Orders & Payments
Can I cancel or change my order?
You have 24 hours after placing your order to request a cancellation or change — including a shipping address update — before it enters processing. After that window, your order is being prepared to ship and can no longer be modified.
To request a change, 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 are only cancelled if an item turns out to be out of stock on our end. If your order has already shipped, don't worry — you can easily start a free exchange or return once it arrives.
What payment methods do you accept?
Visa, Mastercard, American Express, Discover, PayPal, Venmo, Apple Pay, Google Pay, and Cash App. You can also split your purchase into interest-free installments with Shop Pay Installments or Afterpay. We don't accept checks, money orders, or wire transfers.
Can I pay in installments?
Yes. At checkout, eligible orders can be split into interest-free installments through Shop Pay Installments or Afterpay. The option appears automatically 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 runs on Shopify, which uses industry-leading encryption and PCI-compliant payment processing. Your card details are encrypted during every transaction and are never stored on our servers.
Can I use a discount code after I've placed my order?
Discount codes must be applied at checkout before you complete your purchase — we're unable to apply them retroactively to placed orders. Only one 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 & Sizing
Are your products authentic?
100%. Every item we sell is genuine, verified, and sourced directly from trusted brands, authorized factories, and certified distributors — never third-party resellers or unauthorized channels. We've built these relationships over more than 30 years, and every 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, and every product that ships from our store is 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 the product page notes otherwise, and 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 considering, 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 varies by brand. A few guidelines:
- Nike, Jordan, 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: 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; the 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 a size isn't showing as available on the product page, it's currently out of stock in that size. Tell us the item name and the size you need, and we'll check whether 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. 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 & Exchanges
What is your return and exchange policy?
You have 30 days from the date of delivery to exchange or return any eligible item. Items must be unworn, unused, and in their original condition, with all packaging, tags, and accessories included. Trying shoes on indoors on a clean surface is perfectly fine — we just ask that they come back in new, resellable condition, without outdoor wear, scuffs, or creasing.
Start either one here: https://www.dontpanicshoes.com/apps/return_prime
Should I exchange or return? For most shoppers, an exchange is the better choice.
If you simply need a different size, color, or style, we recommend an exchange — it's faster, easier, and completely free:
- Exchanges are always 100% free for U.S. customers. No restocking fee, no shipping cost, ever — and we cover shipping your replacement to you.
- They're faster. As soon as your exchange is approved in the portal, we prepare your new item, so you're not waiting on a refund before you can reorder.
- Your return label is automatic. Once approved, your prepaid label is generated for you instantly — just pack the item, attach the label, and drop it off.
Worried your size might sell out while your original is in transit? That's exactly why we recommend starting your exchange in the portal right away — the sooner it's approved, the sooner we can reserve your replacement. If your size happens to be unavailable, we'll email you promptly with the best alternatives, including a full refund or store credit if you prefer.
Prefer a refund instead?
If you'd rather return an item for a refund, you're welcome to — and for U.S. customers, we still provide your prepaid return label automatically through the portal, at no cost to ship it back.
Please note that a restocking fee of $50 may apply to returns for a refund. This never applies to exchanges, which are always free. This fee is waived for defective items and when you choose store credit or an exchange instead of a refund.
How do I start a return or exchange?
Head to our portal at https://www.dontpanicshoes.com/apps/return_prime. 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 exchange, and we'll respond within 24 hours with instructions.
How long do returns and refunds take?
Once your return arrives at our warehouse, we inspect it within 3 to 5 business days. After approval, your refund is issued to your original payment method and typically appears within 5 to 7 business days, depending on your bank or card provider. You'll receive an email confirmation at every step.
If it's been more than 7 business days since tracking shows your return was delivered to us and you still haven't seen your refund, email us with your order number and "Refund Pending" in the subject line, and we'll sort it out right away.
What if I receive a damaged, defective, or incorrect item?
We're sorry, and we'll take care of it — this is on us, not you. Contact us within 7 days of delivery at support@dontpanicshoes.com with your full name, order number, and a few clear photos of the issue. We'll send a prepaid label and ship a replacement or issue a full refund at no cost to you, regardless of your location. No restocking fee ever applies in these cases.
Do international customers pay for return shipping?
For international customers, return and exchange shipping costs are your responsibility, and you'll also cover shipping for any replacement item on an exchange. The one exception is a damaged, defective, or incorrect item, where we cover all shipping costs regardless of location. We'll always provide clear instructions to make the process as smooth as possible.
Are any items final sale?
Custom and made-to-order items are final sale and can't be returned or exchanged — unless they arrive damaged or defective, in which case the 7-day damage process above applies.
Our Store
Do you have a physical store?
Yes. Visit us at 168-24 Jamaica Avenue, Jamaica, NY 11432. We've proudly served 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 online only, since 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 it 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 — we'll do our best to work with you. We want you to feel confident you're getting the best value when you shop with us.
Contact Us
Our team is here for you seven days a week — and you'll always reach a real person, never a bot.
- Email: support@dontpanicshoes.com
- Text: (929) 244-3681
- Visit: 168-24 Jamaica Avenue, Jamaica, NY 11432
We typically respond within 24 hours. Messages received on weekends or holidays are answered the next business day.
Tip: Including your full name and order number helps us find your account and respond faster.