FAQ

Frequently Asked Questions

  • ORDER/PAYMENT QUESTIONS

    What forms of payment does Minnetonka accept?

    Minnetonka Moccasin accepts payment by check via mail or fax. For wire transfer information please contact Customer Service at (612) 331-8493. Unfortunately, we cannot accept Credit Cards.

    Fax: 1-800-325-5797

    Mail: Minnetonka Moccasin - Customer Service
    1113 East Hennepin Ave. 
    Minneapolis, MN 55414

    How do I know if my order was placed successfully?

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

    Can I cancel or change my Minnetonka order?

    Our goal is to get your order out as soon as possible. To cancel or make changes to your order, please call Customer Service immediately at (612) 331-8493.

    What are the order statuses and what do they mean?

    If your order displays a status of 'Processing' your order is currently being fulfilled by our warehouse team/shipping department. If your order displays a status of 'Complete' your order has been shipped and invoiced.

    How do I use the 'Reorder' function?

    To use the ‘Reorder’ function select ‘Reorder’ on the previous order that you would like to work from. This places the same order into your shopping cart. You will be able to edit quantities/styles before completing the order. The ‘Reorder’ function will not automatically place a new order, but rather acts as a template.

    What does the inventory color code mean?

    Available inventory for each size and style is indicated by a colored dot. A green dot indicates that we have ample stock (11+ pairs). A yellow dot indicates low stock (1-11 pairs). A red dot indicates that we are out of stock. If a particular size and style are out of stock you will not be able to add it to your order.

  • SHIPPING QUESTIONS

    Can I change my default shipping method?

    Please contact Customer Service at (612) 331-8493 or email Wholesale@minnetonkamocc.com to select or change your default shipping method.

    When will my order ship?

    Our goal is to ship orders within 2 business days. Once the order has been processed and shipped by our warehouse, you will receive an email containing the shipping tracking number. Please note that orders placed through the website will be prioritized over those placed via phone, email or fax.

    How much of my order will ship?

    Your our order should be shipped in full. In the event that an ordered item is out of stock your order will be fulfullied according to your backorder preferences.

    If your account is set up for backorders all in-stock items will shipped immediately. Any remaining items will be shipped once they are back in stock.

    If your account is NOT set up for backorders all out of stock items will be cancelled and the remainder of the order will be shipped as usual.

    If you are shipping directly to a Customer and the ordered item is not in stock Customer Service will contact you. 

    To update your backorder preferences please contact Customer Service. 

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

    We apologize for any shipping mistakes, please contact Customer Service at (612) 331-8493 or email Wholesale@minnetonkamocc.com and we will be happy to correct it promptly. If you were sent wrong item you will not be charged shipping fees for the return or receiving the correct item.

    Can I ship directly to a Customer?

    Yes, you can enter a customer's address during the checkout process. Addresses entered at this time will not remain on file as one of your permanent shipping addresses. 

    How do I add or remove a permanent shipping address?

    Please contact Customer Service to have a permanent shipping address added to or removed from your account.

  • RETURNS/EXCHANGES

    What if I received defective product?

    While the vast majority of our product arrives to your door without any issues, on the rarest of occasions a defective item can be shipped by mistake.  We apologize if this happens. UPS return shipping labels may be requested from Customer Service. Please note, your account will not be charged for using one of these courtesy shipping labels.

    How do I initiate a Return Authorization?

    To initiate a Return Authorization please contact Customer Service by phone, email or fax. Please be sure to include your account number, style number, quantities, and reason for return. If returning sandals, be sure to note color in addition to style number.

  • PRODUCT QUESTIONS

    Is there a warranty on Minnetonka products? 

    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.

    How do I take care of my Minnetonka product?

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

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

    Our moccasins should fit snugly without feeling uncomfortable. Over time they will stretch to the contours of the customer's foot and wear pattern.

    Where are Minnetonka products manufactured? 

    Minnetonka Moccasin manufactures in the Dominican Republic and China.

  • ACCOUNT QUESTIONS

    How can I change my account information?

    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, and password.  To update shipping information, check your order status or initiate a return/exchange please contact Customer Service at (612) 331-8493 or email Wholesale@minnetonkamocc.com.

    I forgot my password. How can I find this?

    Click on the “Forgot Your Password?” link above the Password field on the Log In page.  Enter your email address in the “Email Address” field and click “Reset My Password”. A new password will be emailed to you immediately, however delivery time varies based on your email service provider.