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 my order take to arrive?
Your total delivery time includes any sourcing or production time, order processing, and shipping transit.
Most in-stock items: 1–3 business days for processing before shipment.
Spring Step and Spring Footwear brands, including L’Artiste, Flexus, Azura, and Patrizia: typically approximately 1–2 weeks for processing with Standard Shipping. Backordered items may take longer. Please refer to the product page and any order-specific updates for the timing applicable to your purchase.
Priority or Express Shipping may provide expedited processing where inventory availability permits. These services do not eliminate supplier backorders, restocking delays, or custom production time.
Custom and made-to-order items, including applicable Paul Parkman styles: typically 4–8 weeks for production and processing. Shipping transit is additional.
Typical U.S. shipping transit after the carrier receives your package is:
- Standard Shipping: 3–5 business days.
- Priority Shipping: 2–3 business days.
- Express Shipping: 1–2 business days.
Business days are Monday through Friday, excluding holidays. Transit time starts on the business day after the carrier receives your package, not on the day you place your order. Free Standard Shipping applies to most U.S. orders; any charge is shown at checkout.
These are estimates. If we learn that we cannot meet your stated shipment timeline, we will contact you with an updated estimate and your options to wait or cancel for a full refund. If your stated processing or shipment window has passed without an update, contact support@dontpanicshoes.com or text 929-244-3681 with your order number.
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.
Customers are responsible for applicable import duties and taxes unless those charges are collected at checkout or included in the selected shipping service. 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?
We send tracking information when your order is dispatched. A tracking number or “label created” status alone does not confirm that the carrier has received your package.
Please allow 24–72 hours after carrier handoff for tracking updates to appear. For backordered or made-to-order items, refer to the timeline provided for your particular order.
My tracking number isn't updating. What should I do?
If tracking shows no movement after 72 hours, or your stated processing or shipment window has passed without an update, contact support@dontpanicshoes.com or text 929-244-3681 with your order number. We will verify the order’s status and help resolve the issue.
Orders & Payments
Can I cancel or change my order?
Please request routine item changes or shipping-address corrections within 24 hours of placing your order so we have the best opportunity to accommodate them.
Customers with unshipped backorders or delayed items may cancel those items at any time before shipment for a full refund to the original payment method. This option remains available after 24 hours and after you have previously agreed to wait. No cancellation or restocking fee applies, and you do not have to accept store credit.
If your entire order is canceled before shipment, the refund includes the shipping charges and taxes you paid for that order. Refunds are processed promptly; the time for the credit to appear depends on your payment provider.
If we cannot meet a shipment estimate, we will notify you and explain the revised timing and your cancellation options. We will seek your agreement to any further delay when required.
To request a change or cancellation, email support@dontpanicshoes.com or text 929-244-3681 with your name and order number.
Once an item has shipped, our applicable return and exchange policy applies.
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:
- Puma: true to size for nearly everyone
- 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)
- Johnny Famous: true to size; if between sizes, size up
- Paul Parkman: true to size for most; custom orders fit to your specifications
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 Clarks Originals, Spring Step Shoes, British Walkers, Travel Fox, Johnny Famous, Paul Parkman, 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. We cover eligible U.S. exchange shipping, including your replacement.
- 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.
See our Returns & exchanges policy for refund terms, eligibility and exclusions.
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 our customer care team will respond with instructions within 24–72 business hours.
How long do returns and refunds take?
Once your return arrives at our warehouse, we inspect it within 3–5 business days. After approval, your refund is issued to your original payment method and typically appears within 5–10 business days, depending on your bank or card provider. You will receive confirmation when your refund is issued.
If your refund has not appeared within 10 business days after it was issued, contact support@dontpanicshoes.com or text 929-244-3681 with your order number and “Refund Pending.”
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. Final-sale return terms do not limit cancellation of unshipped backordered or delayed items as described above.
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
Send us a message anytime. Our customer care team responds during the business hours below.
- Email: support@dontpanicshoes.com
- Text: (929) 244-3681
- Visit: 168-24 Jamaica Avenue, Jamaica, NY 11432
We typically respond within 24–72 business hours, Monday–Friday, 9 AM–6 PM Eastern Time. Messages received outside these hours are handled when business hours resume.
Tip: Including your full name and order number helps us find your account and respond faster.