Frequently Asked Questions
Before contacting me please review these questions. You might find your answers here.
Remember this shop is a one mama show and as much as I would like to accomodate you on your requests, I'm not able to in everything; once an order is placed it is impossible to make changes. Also, because it produces extra work it takes time away from me in making your shoes to deliver your orders on time.
ABOUT OUR SHOES:
- What are your shoes made with?
Our shoes are made from 100% Genuine Cow Leather. For the exception of a couple styles like our Street Kicks, which are made from a combination of a cotton fabric and genuine leather.
- What size should I order for my child?
Please see our Size Chart to determine the best fit for your child. We have also included a size chart on every listing for faster view. Please make sure to measure correctly before ordering.
- How should I clean my shoes?
For the leather shoes you may clean them with a damp rag or wipes. For those shoes that have cotton fabric, will be best to hand wash them on the fabric area and then air dry. Please DO NOT wash them in your washing machine and DO NOT dry with drying machine.
ABOUT YOUR ORDER:
- What is your turnaround time or processing time?
Because our moccs are handmade and made to order, our turnaround or processing time may take between 10-15 business days. For RTS products, our turnaround time is 1-2 business days. (Weekends, holidays and shipping time not included in turnaround time frame).
- Can I cancel my order?
Yes of course! You may cancel your order within the next 24-72 hours after placing your purchase. No cancellations will be accepted after this time frame. Please note that transaction fees on your order will not be refunded due to Shopify's new Terms of Service. We apologize for this inconvenience for we have no control over their new terms, but we hope for your understanding.
- Do you offer returns?
Yes we do. Please view our return policy for answers and how it works.
- Do you offer exchanges?
I do not offer exchanges at this time. Please purchase the new pair and right size of moccasins and read returns policy.
- Do you offer Rushed Orders?
Unfortunately, due to the high volume of orders I'm currently not accepting rushed orders.
- Can you combine my orders?
Due to the high volume of orders and because our system won't allow it, it is impossible to combine orders once it has been placed.
- I order the wrong size, can you change my size?
You will need to contact me immediately within the next 24 hours after placing your purchase to cancel it. Once you have received a cancellation email from us, you will need to place a new order with the correct size. Be advised that our products sell out fast and not all colors and styles are restocked, so I do not guarantee that the item you originally purchased will be available in a different size or at all. Also, please note that transaction fees on your cancelled order will not be refunded due to Shopify's new Terms of Service. We apologize for this inconvenience for we have no control over their new terms, but we hope for your understanding.
- I wrote the wrong shipping address, can you change/update it for me?
You will need to contact me immediately within the next 24 hours after placing your purchase with your correct mailing address. I will try my best to accommodate you and update your order.
- I placed two separate orders and total is over $50 combined, do I still get free shipping?
Again, we apologize, but we do not combine orders. In order to receive free shipping your total must be $50 or more in a one single purchase. Your orders will be mailed separately once ready.
USPS SHIPPING ISSUES, LOST/STOLEN PACKAGES:
All orders will receive a tracking number and will be sent on the email provided in your order once your order is completed. Please note that Tribe Kicks is NOT RESPONSIBLE for your lost/stolen package or if tracking shows your package is late, behind or delivered but has not been received by you and we will not offer refunds. You will need to contact USPS to track or open a claim with them for any issues with your package. Please note that First Class shipping is not covered with insurance. If you'd like to be covered, Priority Mail is your best option.
Please contact us at firstname.lastname@example.org to resolve any matters and/or for any other questions not answered here.