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Frequently
Asked
Questions

Order/Payment Questions

Q
What forms of payment does Minnetonka accept?
A

MinnetonkaMoccasin.com accepts Visa, MasterCard, American Express, Discover and PayPal. We also accept store credit redeemed via an eGift Card or through a product exchange.  We do not accept checks or cash.

Q
Is it safe to use my credit card on Minnetonkamoccasin.com?
A

Yes, shopping at MinnetonkaMoccasin.com is safe. All payment processing is facilitated through PayPal, a Payment Card Industry (PCI) compliant service that fully encrypts all sensitive data. No credit card information is stored on the Minnetonka website.

Q
Do you ship Internationally?
A

The MinnetonkaMoccasin.com website only ships to addresses in the 50 United States (and APO's). To order from one of our international sites, please visit the Store Locator to find one of our global partners. If your country is not listed please email or call us at 1-855-554-MOCS(6627).

Q
What are the shipping options and costs?
A

Minnetonka ships via UPS ground, Next day air, or 2nd day air. Please see our Shipping Rates for costs.

Q
I only have a PO box, or I prefer to ship via USPS. Can I request that you ship via United States Postal Service?
A

Minnetonka ships via UPS, and unfortunately UPS does not deliver to PO Boxes.

Q
Do you accept international returns or exchanges?
A

If you or someone you know placed an order on MinnetonkaMoccasin.com and you now need to return or exchange the item from outside the United States, we can accept the item under our normal Minnetonka Return Policy conditions. Customers are responsible for any return shipping costs or applicable customs or charges for duty.  Exchanged items will be shipped to the original address used or to another postal address within the 50 United States (and APOs). Returned or exchanged items cannot be shipped internationally.  For additional questions about international returns or exchanges contact customer service at 1-855-554-MOCS(6627) or service@minnetonkamocc.com

Q
Do you charge sales tax?
A

Yes. Sales tax will be applied to online purchases made by customers in all states in accordance to state/city/county regulations. Sales tax is charged based on the shipping address of the order.

Q
How do I know if my order was placed successfully?
A

Once you complete and submit your order, you will receive an e-mail confirmation that we are processing your order. If there is a problem with your order we will contact you.

Q
When is the payment taken for my order?
A

We do an authorization when the order is placed to verify that the funds are available. We do not charge your card or account until the order has been shipped.

Q
When will my order ship?
A

Our goal is to ship orders by the next business day. Once the order has been processed and shipped by our warehouse, you will receive an email containing the shipping tracking number. If you selected an expedited shipping method and ordered before 2:00pm Central Time, your order will ship on the same day (except weekends and holidays). Please see Shipping Information for delivery lead times.

Q
I ordered an eGift Card, when will I get my redemption code?
A

eGift Card purchases will be delivered via email to the designated recipient no later than the next business day.

Q
Can I cancel or change my Minnetonka order?
A

Our goal is to get your order out within 24 hours. To cancel, please call customer service immediately. If your order has already shipped, we ask that you please wait until the order arrives and follow the return procedure.

Q
How can I change my account information?
A

You can change your account information by clicking on “My Account” in the header. Enter your login and password and your account info will be displayed. You can update your e-mail address, name, password, and shipping information or check your order status/initiate a return or exchange.

Q
What happened to My Minnetonka Account?
A

Due to the launch of our new site, if you had an account with MinnetonkaMoccasin.com before Wednesday, May 20, 2015 you will need to re-register your account by clicking the “Register” link at the top of our page, that will take you to our Account Registration page.  We apologize for this inconvenience.

Q
I forgot my password. How can I find this?
A

Click on “My Account” in the header. Locate the “Forgot Your Password?” link underneath the “Login” button.  Enter your email address in the “Email Address” field and click “Submit”. A new password will be emailed to you immediately, but delivery time varies based on your email service provider.

Return Questions

Q
What is your return and exchange policy?
A

Click here to review the Minnetonka Return Policy.

Q
Can I cancel an order once it's been placed?
A

Our goal is to get your order out within 24 hours. To cancel, please call customer service immediately. If your order has shipped, please wait until the order arrives and follow the return procedure.

Q
How do I initiate a return or an exchange?
A
  1. Go to the Order Status page and enter the Order ID number, the Billing Last Name, and either the Email Address or the Billing Zip Code.
  2. Click on the “Returns Or Exchange” button and fill out the online form.
  3. After submitting the form you can print a prepaid shipping label by clicking the button called “Print Shipping Label”.  

If you would like detailed step by step instructions on initiating returns and printing return shipping labels you can find that by visiting the Detailed Return Information page.  For all other questions regarding your returns or exchanges please visit the Minnetonka Return Policy

Q
What if I was shipped the wrong item(s)?
A

We apologize for any shipping mistakes, please contact us and we will be happy to correct it promptly. If we sent you the wrong item we will not charge you any shipping fees for the return or exchange.

Q
I initiated a return but where do I print a return label?
A
  1. Go to the Order Status page and enter the Order ID number, the Billing Last Name, and either the Email Address or the Billing Zip Code.
  2. Click on the “Returns” tab, find your return and click "View Return".
  3. Click on the “Print Shipping Label” button and print the PDF that downloads to your computer.

If you would like detailed step by step instructions on initiating returns and printing return shipping labels you can find that by visiting the Detailed Return Information page.  For all other questions regarding your returns or exchanges please visit the Minnetonka Return Policy

Q
How long will it take to receive my refund?
A

Once we receive your return, please allow up to 3 business days to process your request. When your return has been processed you will receive an email with a notification that your refund was processed. Depending on your bank, the refund may take an additional 5-7 business days to post to your account.

Q
I did not purchase my item from your site. Can I still make a return through you?
A

Please return product purchased to the original retailer. For assistance, please contact Customer Service.

Q
Can I return MinnetonkaMoccasin.com merchandise to an authorized retailer?
A

No. Shoes purchased online through MinnetonkaMoccasin.com must be returned directly with us.

Product Questions

Q
Is there a warranty on Minnetonka products?
A

Minnetonka extends a 1-year warranty against any manufacturer defects in materials or workmanship on all products. The warranty does not apply to normal wear and tear, improper fit or slight variations in color.

Q
How do I take care of my Minnetonka product?
A

Click Product Care to find information in protecting and caring for your Minnetonka product.

Q
Do you offer replacement laces?
A

Yes, to get replacement laces please contact Customer Service.

Q
The color from my suede product is rubbing off on my feet/clothing. What do I do to fix this? Is it safe?
A

Sometimes the dye from our vibrantly colored footwear can rub-off on other materials and skin. You can remove the dye on skin by gently exfoliating the area and using mild soap or by applying rubbing alcohol directly on the dyed area. Remember to take care when wearing dark or vibrant colors on or near light color fabrics.

Q
How do your moccasins fit? True to size, small, large? Will they stretch?
A

Your moccasins should fit snugly without feeling uncomfortable. Over time they will stretch to the contours of your foot and wear pattern.

Q
I have allergies to latex. Is latex used in the production of your moccasins?
A

Latex is used in the glue to make our moccasins. If you have allergies to latex, we advise that you do not wear our products to avoid adverse reactions.

Q
What is the difference between softsole and hardsole moccasins?
A

Softsole indicates that the moccasin has a leather bottom and no sole. Our hardsole moccasins have either a rubber sole or crepe sole.

Q
Do your moccasins have arch supports?
A

Moccasins are unconstructed footwear, therefore there is no arch support. All styles do have padded cushion insoles.

Q
Are your moccasins available in wide widths?
A

We do offer different widths in limited styles. Please contact Customer Service if you have additional questions.

Q
How do I clean the insoles to my slippers?
A

Use a mild soap and damp cloth to rub the inside of the shoe. We do not advise you immerse them in water.

General Company Questions

Q
Where are Minnetonka products manufactured?
A

Minnetonka Moccasin manufactures in the Dominican Republic and China.

Q
Where can I find a Minnetonka retailer?
A

You can visit our Store Finder to find authorized retailer near you.