customer service

Estimated Delivery Times

At bionicafootwear.com, standard UPS Ground shipping is always free. The estimated arrival date to your door is based on the distance from our distribution center in Maine.

DOWNLOAD ESTIMATED DELIVERY TIME MAP (FROM UPS.com)

Sales Tax

Taxes that appear on your online order are approximate. The actual taxes charged to your credit card will reflect the applicable state and local sales taxes, and will be calculated when your order is shipped. Orders shipped to CT, MA, and ME will have all applicable local and state sales taxes added to your total order, and to your shipping charges where appropriate.

To be clear, the Internet Tax Freedom Act (ITFA), which was signed into law on October 21, 1998, does not, as some have asserted, preclude sales and use taxes on any and all commerce conducted over the Internet. State and local governments are allowed to impose sales and use taxes on all such electronic sales, provided that the tax (and its rate) are the same as that which would be imposed on the transactions if they were conducted in a more traditional manner, such as over the phone or through mail order.

The ITFA is intended to prevent any jurisdiction from imposing special taxes on Internet transactions, other than such taxes that a jurisdiction already has the ability to impose (e.g., sales tax; see below). The ITFA prevents the imposition of any such taxes through November 1, 2014.

Currently, most e-commerce companies use the same taxation rules used by mail-order companies, which are based on constitutional guidelines for interstate commerce. Generally this means that states can only require companies to collect sales tax in states where they have business operations, and as a result, a company will not collect sales tax in states where they have no business operations. If someone were to order something from one of our catalogs, that person would only be charged sales tax if he or she shipped his or her order to a state where Söfft Shoe Company, Inc. has physical operations. Example: If a person shipped something to Wyoming, Söfft Shoe Company, Inc. would not be required to collect sales tax because it has no business operations in Wyoming.

The ITFA also prohibits state and local governments from imposing taxes on Internet access charges, protects against the imposition of new tax liability for consumers and vendors involved in commercial transactions over the Internet, and creates a temporary commission to study taxation of Internet commerce and to report back to Congress in 18 months on whether the Internet ought to be taxed and, if so, how taxes can be applied without subjecting the Internet and electronic commerce to special, discriminatory, or multiple taxation.

Payment Options

We accept the following credit cards:

• Visa
• MasterCard
• American Express
• Discover

We do not accept:

• Cash
• Personal Checks
• Traveler's Checks
• CODs

Free Returns/Exchanges

If you are unhappy with your order you may return your purchase within 30 days of shipment for a refund or exchange. Shoes must be in original unworn condition to be accepted for returns/exchange (unless defective). Beyond 30 days, our products are guaranteed against defects and workmanship.

Enclosed in every order is:

1. Merchandise Return Form to be filled out
2. Return Label with instructions for either a return or an exchange
3. UPS Pre-Paid Return Sticker for your convenience.
4. Customers are responsible for any UPS charges relating to Residential Pick-Up Services

If you did not receive a Merchandise Return Form with your order, please print, fill out, and return this Return/Exchange Form (Acrobat PDF) for your return/exchange.

Returns and exchanges are free if the UPS Pre-Paid Return Sticker provided is used.

Please note that on all exchange requests you will be refunded for the item you return and then charged for the new item when it ships out to you.

We will process your return/exchange 1-2 days after it is received at our warehouse. You will receive an email from us to confirm the receipt and processing of your return. Please allow 3-5 business days for the refund credit to appear on your credit card/bank account.

If you have any questions, please contact us at (844) 488-9835 or via email at customercare@bionicafootwear.com.

Secure Shopping Guarantee

At BionicaFootwear.com your security is our primary concern. We are fully compliant of the credit card industry's Payment Card Industry Security Compliance program (PCI) and our entire staff is subjected to a thorough background check prior to employment. Your credit information is completely masked and can only be viewed or accessed by our security staff. This information is automatically deleted from our files 45 days after your purchase.

Rest assured that bionicafootwear.com uses the industry-standard Secure Sockets Layer (SSL) during checkout. This process encrypts all your personal and financial information before it is transmitted to our system. To check our security certificate, click on the Thawte logo located every page of this site.

Consumer Return Policy Statement

Sofft Shoe Company, Inc. produces quality footwear that serves many different purposes. We stand behind the products that we produce. At times, despite our best efforts to assure the best quality, a product purchased from a retailer may have a defect in materials and/or workmanship as there are many components and processes that go into footwear manufacturing.

If a consumer believes that a manufacturer’s defect has caused unusual wear or otherwise affects the use of the footwear, we require the consumer to return the footwear to the retailer where the footwear was originally purchased. The original selling retailer has its own policies and processes in place to satisfy the consumer including an initial inspection for normal wear. In the event that the selling retailer can not reasonably satisfy the consumer, that consumer may then contact the brand manufacturer. If someone other than the original purchaser contacts or attempts to contact Sofft Shoe Company, Inc. or any of its divisions or affiliated companies, it will be necessary for us to receive the appropriate written authorization from the original purchaser authorizing Sofft Shoe Company, Inc. to discuss the matter with the representative and to deal with the representative in resolving the matter.

Sofft Shoe Company, Inc. and its affiliates require that a consumer have the original sales receipt within one year of purchase and can identify the retailer that the footwear was purchased from. We may use reasonable efforts to contact that retailer on the consumer’s behalf to ensure full satisfaction. In the event that this is not possible the consumer may choose to return the footwear to us for inspection. If a determination is made that there is in fact a defect Sofft Shoe Company, Inc. has, at its option, the right to either repair, credit in full against the purchase of inventory currently in stock at MSRP, prorate the value of the original purchase, as appropriate, or replace the footwear with the same or comparably valued footwear. If no defect is apparent the inspected footwear will be returned to the consumer.

Promotions & Specials

Promotional Code Usage
Promotions are special offers that we make to new and current customers. They may provide a discount on merchandise or a gift with purchase over a specific order value.

Before using any promotion, be sure to check our terms and conditions for specific guidelines and restrictions.

Rules Applied for All Promotional Codes
Limited one (1) time use per coupon/ discount code per customer. Discounts will be applied if applicable once code is entered into our "Coupon/ Promo Code" box at checkout. Online offers have no cash value and are not redeemable for cash. Not valid on previous purchases or when combined with any other promotional offer.

For Designated "Final Sale" Products
Final Sale. No Returns or Exchanges. Final sale promo does not apply to previous purchases. Coupon codes cannot be applied.