Customer Service Policy

Heyduode Customer Service Policy

At Heyduode, we know that finding the right pair of shoes—whether for daily walks, workouts, or workdays—takes trust. Our customer service team is here to support you at every step: from answering questions about shoe sizes to helping with returns, and everything in between. We’re committed to delivering responsive, knowledgeable, and personalized service that matches the comfort and quality of our shoes.

1. Scope of Customer Service

Our team is dedicated to addressing all inquiries related to your Heyduode experience, with a focus on the unique needs of shoe shoppers:
  • Product Questions: Details about shoe materials (e.g., “Is this sneaker mesh breathable?”), fit (e.g., “Do these boots run true to size?”), care (e.g., “How do I clean suede loafers?”), and features (e.g., “Are these heels slip-resistant?”);
  • Order Support: Updates on order status, shipping tracking, delivery delays, address modifications, or missing items (e.g., “Where is my pair of running shoes?”);
  • Payment Assistance: Help with declined transactions, refund status checks, billing discrepancies, or payment method issues (e.g., “Why was my card charged twice?”);
  • Returns & Exchanges: Guidance on return eligibility, pre-paid labels, packaging tips for shoes, or exchange requests (e.g., “Can I swap this size 9 for a 9.5?”);
  • Post-Purchase Care: Advice on shoe maintenance (e.g., “How to extend the life of leather sneakers”), warranty coverage (e.g., “Does this hiking boot have a sole warranty?”), or repair recommendations;
  • Feedback & Complaints: Resolving issues like defective shoes (e.g., “The sole came loose”), incorrect orders (e.g., “I received black instead of white”), or unsatisfactory fit (e.g., “These flats rub my heels”).

2. How to Reach Us

We offer a primary, efficient contact channel to ensure your shoe-related inquiries are addressed with care:
  • Email: Connect with our specialized team at [email protected] (our preferred method, as it lets us share size charts, product photos, or order details directly).

Service Hours

Our customer service team is available Monday–Friday, 8:00 AM–6:00 PM (Central Time, CT). Inquiries sent outside these hours, on weekends, or during major holidays (e.g., Christmas, Thanksgiving, Black Friday) will be prioritized the next business day—we know shoe needs (like back-to-school or holiday gifts) can be time-sensitive, so we’ll respond as quickly as possible.

3. Response Timeframes

We strive to resolve your concerns promptly, with clear timelines tailored to the type of shoe-related inquiry:
  • General Product Inquiries (e.g., size, material, care): Response within 1 business day—we’ll include details like size chart links (with foot length measurements) or care guides for specific shoe types (e.g., suede vs. canvas).
  • Order & Shipping Support (e.g., tracking, delays): Response within 24 business hours—we’ll share real-time tracking updates, coordinate with carriers to locate missing packages, or initiate replacements for lost/damaged shoes.
  • Return/Exchange Requests: Confirmation of your request within 2 business days, including pre-paid return labels (for global returns) and shoe-specific packaging tips (e.g., “Use the original box to protect boot shape”).
  • Payment & Billing Issues (e.g., refunds, double charges): Investigation and update within 2 business days—we’ll work directly with our payment partners (Stripe, PayPal) to resolve discrepancies or accelerate refunds.
  • Defective/Incorrect Shoes: Priority response within 12 business hours—we’ll arrange a free replacement or full refund (no need to wait for return inspection) and cover all return shipping costs for our errors.

4. Shoe-Specific Support

Shoes require specialized guidance—we offer targeted help to ensure you get the right fit and maximize wear:

4.1 Size & Fit Assistance

  • Size Guides: If you’re unsure about sizing (e.g., “Do men’s sneakers run wide?”), email us your foot length (measured from heel to toe) or a reference to a pair of shoes you already own (e.g., “My last pair of Nike sneakers was size 10”). We’ll recommend the best size for you, including notes on narrow/wide fits (e.g., “These loafers are designed for narrow feet—we suggest sizing up if you have wide feet”).
  • Printable Size Tool: Request a downloadable, printable shoe size ruler via email—this helps you measure your feet at home for accuracy, especially for kids’ shoes or hard-to-fit styles.

4.2 Material & Care Guidance

  • Shoe Care Tips: We provide tailored advice for different materials:
    • Canvas/sneakers: “Wash with mild soap and cold water—air dry to avoid shrinking”;
    • Leather shoes: “Use a leather conditioner every 2 months to prevent cracking”;
    • Suede boots: “Brush with a suede eraser to remove stains—avoid water”.
  • Warranty Details: For shoes with warranties (e.g., hiking boots, premium leather styles), we’ll share coverage terms (e.g., “Sole warranty for 6 months”) and help file claims if issues arise (e.g., “The sole of my boots peeled after 3 months”).

4.3 Seasonal & Activity Support

  • Seasonal Recommendations: Need shoes for specific weather (e.g., “Waterproof boots for winter”) or activities (e.g., “Running shoes for marathon training”)? We’ll suggest styles based on your needs, including features like insulation (for winter) or shock absorption (for running).
  • Kids’ Shoes: For parents, we offer guidance on growing feet (e.g., “Leave ½ inch of space for kids’ shoe growth”) and easy-on styles (e.g., “Slip-on sneakers with elastic laces for toddlers”).

5. Order & Delivery Assistance

We understand timely delivery matters—especially for events like back-to-school or vacations:

5.1 Tracking & Delivery Updates

Once your order ships, you’ll get a “Shipment Confirmation Email” with a tracking number. If:
  • You don’t receive this email within 3 business days of order confirmation;
  • Tracking shows no updates for 4+ days;
  • Your order is marked “delivered” but not received—
Contact us immediately, and we’ll:
    • Resend the tracking email (if lost);
    • Open a carrier investigation (we prioritize high-value orders like leather boots);
    • Arrange a free replacement or full refund if the package is confirmed lost.

5.2 Gift Support

If you’re buying shoes as a gift (e.g., “Birthday sneakers for my sister”), we offer:
  • Gift notes: Include a personalized message (email us your note, and we’ll add it to the package—no pricing details included);
  • Delivery coordination: Let us know if you need the order to arrive by a specific date (e.g., “Before December 20th”), and we’ll adjust processing to meet it.

6. Handling Feedback & Complaints

Your satisfaction is our priority—we use feedback to improve our shoes and service:
  • If you’re unhappy with a product or experience (e.g., “The shoes hurt my feet”), email us details, and we’ll resolve it within 3 business days (options include exchanges, refunds, or discount codes for future orders).
  • We review all customer feedback monthly to identify areas for improvement—e.g., expanding size ranges (if many customers say “Shoes run small”) or adding more wide-fit styles.

7. Accessibility Commitment

We strive to make our customer service accessible to all:
  • If you need assistance in a specific format (e.g., larger font in emails, verbal support for visual impairments), note this in your message, and we’ll accommodate your request.
  • For non-English speakers, we offer basic support in Spanish, French, and Portuguese—just let us know your preferred language.

8. Contact Us

For any questions, concerns, or support needs related to your Heyduode shoes, reach out to our team at:
We’re here to help you find shoes that fit your life—and keep them comfortable for every step.
Heyduode reserves the right to update this Customer Service Policy periodically to reflect changes in our services or customer needs. Any updates will be posted on our website with a “Last Updated” date, and we’ll notify frequent customers via email of significant changes.