ORDERING



HOW CAN I CHECK MY ORDER STATUS?

If you provide a valid e-mail address when you order, you will receive an e-mail confirming that your order has been accepted and when it has shipped along with a tracking number.

You can also monitor the status of your order online by visiting the link directly below and entering your valid email address and order number. 

CHECK ORDER STATUS HERE 


DO YOU SHIP INTERNATIONALLY?



WILL I RECEIVE MY CONFIRMATION EMAILS IF I MADE AN ERROR ON MY EMAIL ADDRESS?


HOW DO I CANCEL OR CHANGE MY ORDER?

We begin processing your order immediately upon receipt. For this reason we will not be able to cancel or change your order once you have submitted it to us. If you decide you do not want the merchandise you have purchased, you can return the merchandise to a Vans company owned retail store not through other retailers such as JCPenney or Journeys or use the prepaid US Postal Service shipping label included in the box. 

At this time our distribution center is not set up to do exchanges. Once we receive the package we will issue a credit to your account and then you can place a new order. You should expect the credit in your account 10-14 business days after we receive your return. If you need help placing a new order please Contact Us.



RETURNS & EXCHANGES


DO YOU OFFER EXCHANGES?
Due to high volume and dynamic inventory fluctuations, we do not currently offer exchanges through Vans.com

If you need to exchange an item for size or color, the most efficient method is for you to return the original item explained under our Return policy, and then place a new order. This will guarantee that you get the product you want as quickly as possible.

You may exchange product at one of our Vans company owned retail stores by following the instructions below.

Exchanges to a Vans Retail Store:
1.Vans.com orders can only be returned to a Vans company owned retail store not through other retailers such as JCPenney or Journeys.
2.Use the Store Locator to find the Vans company owned retail store nearest you with a company name listed as "VANS - store name".
3.Bring your product, original packaging, and your Return Form. We will gladly process your return for credit or exchange.

Credit Card Refunds:
All returns will be refunded to the original credit card that was used for your purchase. Please allow 14 to 18 days for us to process the credit to your card. During peak times, processing may take longer than normal. It may take up to two (2) or three (3) billing cycles for your credit to appear on your statement. 

Refunds on Shipping Charges:
Refunds are processed based on applicable product and tax charges. Original shipping charges are not refunded. If we made a mistake and sent you the wrong order, or if you received damaged or problem items, we will refund shipping charges. 

Gift Card Refunds:
Gift Cards can be redeemed only for merchandise and cannot be redeemed for cash. No variance from these terms and conditions will be allowed except in those states where legally required.

Gift Cards cannot be returned online or in-store and they cannot be cancelled after purchase. No special offer may be used to purchase a Gift Card. Gift Cards cannot be redeemed for cash (except in states where legally required), and are not refundable if lost or stolen. Any product purchased with a gift card will be refunded to the original gift card used to purchase the order. 

WHAT IS YOUR RETURN POLICY?

You may return unworn and unwashed merchandise back to us within 30 days of receipt for a refund to the original form of payment. Refunds are processed based on applicable product and tax charges. Original shipping charges are not refunded. 

Returns without the original receipt must reference the order number, which you may reprint from the order status page on Vans.com if you were sign in prior to placing the order or from the order confirmation email. For customer convenience, all domestic orders are shipped with a prepaid US Postal Service shipping label. 

Returns only by US Postal Service:
1. Attach the prepaid US Postal Service return label to the outside of the return package. The prepaid label has Parcel Select RTN SVC printed near the top.
2. Detach the completed RETURN FORM below and place it inside the return package. Save the top portion for your records.
3. Pack and seal the product securely. The package can be picked up by the US Postal Service at your mailebox or dropped off at the Post Office or FedEx Retail location.
4. A full refund, excluding shipping charges will be issued on unworn merchandise within 30 business days. A refund will be issued to the original form of payment.

Returns to a VANS Retail Store:
1. Vans.com orders can only be returned to a Vans company owned retail store not through other retailers such as JCPenney or Journeys. 
2. Use the Store Locator to find the Vans company owned retail store nearest you with a company name listed as "VANS - store name".
3. Bring your product, original packaging, and your Return Form. We will gladly process your return for credit or exchange.

Returns by Mail for Custom Shoes:
1. To return custom shoes, first call Vans customer service at 855-909-8267 to request a refund
2. All Vans Customs orders must be returned with the original paperwork
3. All items must be returned, unused, within 30 days of receipt. Returns beyond 30 days will not be accepted.
4. On the documentation with the picture of your shoe design, please indicate the reason for returning a gift; wrong item shipped; wrong color, etc.
5. Pack and seal your return securely ( in the original package if possible) and include all original paper work. Please mail your return to:
VANS, LLC. 
Order No: ______ 
15700 Shoemaker Ave. 
Santa Fe Springs, CA 90670

NOTE: To ensure faster processing of your credit, please keep a record of the carrier's tracking number. 

Swimwear & Intimate Apparel:
Swimwear and intimate apparel must be in new, never-worn condition with all original tags attached. If applicable, any protective inner lining must be intact to be accepted for return. Swimsuits or intimate apparel that has been worn may not be returned. 

For Watches Only:
Your Vans Timing watch comes with a limited warranty that covers defects in materials and workmanship for a period of two (2) years from the date of purchase. Please note that the warranty does not cover the following: 

• Damage to the watch case, battery, strap, bracelet, crystal and crown.
• Damage resulting from improper use, accidents and normal wear and tear.
• Water damage is not covered unless the watch is marked "water-resistant."
• Warranty will be voided if the product is disassembled in any manner by any party other than an in-house Vans Timing watch repair representative.

Returns for a defective watch will ONLY be accepted with a Return Authorization (RA) number. If your watch is defective, please email vanstiming@vestalwatch.com to be issued a Return Authorization (RA) number. Below is the return information for watches only. 

Watch Warranty/Returns-Vans Timing Watches
730 West 17th Street
Costa Mesa, CA 92627
vanstiming@vestalwatch.com 

HOW CAN I RECEIVE A PREPAID RETURN SHIPPING LABEL?


PAYMENT METHODS



WHAT PAYMENT METHODS DO YOU ACCEPT?
Vans.com accepts: Visa, MasterCard, AMEX, Discover, JCB, PayPal, and Vans Gift Cards. We do not accept checks, cash or credit vouchers. All cards that do not participate in the verification process will not be accepted.


CAN I USE ANOTHER PAYMENT METHOD AND A GIFT CARD ON THE SAME PURCHASE?

A credit card or Paypal can be used to supplement a Vans gift card for a web order. After entering the Vans gift card and pin number, be sure to select the Apply button to see the outstanding balance.


GENERAL

HOW DO I FIND A VANS RETAIL STORE NEAR ME?

Use the Find a Store link at the top of the page to find the Vans company owned retail store nearest you with a company name listed as "VANS - store name". The Find a Store search results will list Vans company owned retail locations as well as other retailers such as JCPenney or Journeys.

WHY AM I BEING CHARGED SALES TAX?

Vans has a constitutional obligation to collect sales use tax in those states we are licensed to do business. Sales tax is calculated using the address where the product is being shipped.

WHAT VALIDATION IS NEEDED FOR TAX EXEMPT ORDERS?

If for any reason you believe you are exempt from paying sales tax, please Contact Us and we will assist you with processing your order. Please have all the proper exemption tax information available. Credit cards that do not participate in the verification process will NOT be accepted.


HOW DO I GET SPONSORED BY VANS?
Please send your information/press packet and video submission to the physical address below and your submission will be passed on to the appropriate person or team manager. We are unable to review submissions sent by email.

Vans LLC. 
Attn: Sponsorship
6550 Katella Ave.
Cypress, CA 90630 

IS THE VANS SITE SECURE?

Vans has implemented Secure Socket Layer technology, one of the most robust encryption platforms available. Your credit card information will be encrypted from the moment you enter it until your transaction is processed. A browser in secure mode will display a URL address beginning "https://" rather than the standard "http://". The "s" stands for "secure."


SHIPPING

WHAT IS YOUR SHIPPING POLICY?

WHAT IS YOUR SHIPPING POLICY?
We accept orders online 24 hours-a-day, seven (7) days a week. Orders entered on Shop.Vans will then be processed (pending credit card approval) and shipped out from our California distribution center. Orders shipped within the lower 48 states are limited to a single shipping address per order and will be shipped via Ground, or if specified, Second Day Air or Next Business Day Air for an additional charge.

Orders placed Monday-Friday before 11 AM PST will begin processing that day, excluding holidays. Orders placed after 11 AM PST will begin processing the next business day. Orders placed on Friday after 11 AM PST will begin processing on the following Monday. If the merchandise selected is not currently available or if additional identification is needed for credit verification, Vans Customer Service will contact you.

We currently do not process orders over the weekend and on holidays. Orders shipped via USPS may arrive on Saturday (post office discretion), but all other methods of shipment do not offer delivery on Saturday or Sunday.

Custom Shoe Orders:
Custom shoe orders can only be shipped by UPS Ground Service and are not eligible for shipment to a P.O. Box or FPO/APO address. Custom orders are not eligible for expedited delivery. 

Refused Shipments:
If you decide to refuse any shipments from Shop.Vans, you are responsible for the original shipping charges to you, any duties, taxes and/or customs charges that are incurred on the package (on both the original and return shipments), and the cost of returning the package to Vans.

Transit Times:

FedEx Next DayFedEx 2ndDayFedEx GroundUSPS GroundUSPS PriorityUPS (Customs)
1 Day2 Days4-6 Days6-9 Days5-7 Days3-5 Weeks

*Quoted in business days 


Our shipping and handling charges are based on the number of items in the order.

U.S. Mail Ground

Product CategoryFirst ItemAdditional Items
Shoe$6.95$4.00
Wristbands/Socks/Belts/Purses/Hats/Wallets$3.95$1.00
Tops and Bottoms$3.95$1.00
Backpacks$3.95$4.00



FedEx Ground

Product CategoryFirst ItemAdditional Items
Shoe$9.95$4.00
Wristbands/Socks/Belts/Purses/Hats/Wallets$6.95$1.00
Tops and Bottoms$6.95$1.00
Backpacks$6.95$4.00



FedEx 2nd Day

Product CategoryFirst ItemAdditional Items
Shoe$16.95$4.00
Wristbands/Socks/Belts/Purses/Hats/Wallets$13.95$1.00
Tops and Bottoms$13.95$1.00
Backpacks$13.95$4.00



FedEx Overnight

Product CategoryFirst ItemAdditional Items
Shoe$21.95$4.00
Wristbands/Socks/Belts/Purses/Hats/Wallets$18.95$1.00
Tops and Bottoms$18.95$1.00
Backpacks$18.95$4.00

WHAT DAYS DO YOU OFFER DELIVERY?
rders shipped by Fed Ex Ground, Fed Ex 2-day Air or Fed Ex Overnight deliver on business days only, Monday through Friday, excluding holidays.

Orders shipped by US Postal Service can deliver on Saturdays (post office discretion).


WHEN WILL MY ORDER SHIP FROM YOUR DISTRIBUTION CENTER?

Items that are in stock and are being shipped via Ground Service (excluding Customs) will ship in 1 to 2 business days from the time the order is placed. Items that are in stock and are being shipped via Fed Ex 2-day Air or Fed Ex Overnight will ship the same day if the order is placed by 11 AM PST. If it is placed after 11 AM PST, it will ship the next business day.

Custom shoe and hat orders are delivered via UPS Ground in 3-5 weeks and backpacks are delivered in 4-6 weeks from the date of purchase.

All orders are pending payment verification.