FAQ

  • ORDER & PAYMENT QUESTIONS

    What forms of payment does Minnetonka accept?

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

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

    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.

    Do you charge sales tax?

    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.

    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.

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

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

    Can I use a multiple promotion codes on a single order?

    Occasionally a customer may have multiple promotional codes and would like to use them on an order.  Unfortunately you can only use one promotion code per order.

    Can I cancel or change my Minnetonka order?

    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.


    My order was shipped to an APO/FPO address.  How do I process a return or exchange? 

    If your order was shipped to an APO or FPO address and you are interested in processing a return or exchange, please complete the online return/exchange form here then return the product to Minnetonka Moccasin - Returns. Unfortunately, we are currently unable to offer return shipping labels on international orders. Customers are responsible for any return shipping costs or applicable customs or duty charges.  Include your order number and RMA number in your package and send the product back to:

    Minnetonka Moccasin - Returns 

    1113 East Hennepin Ave.

    Minneapolis, MN 55414

    USA

  • Shipping Questions

    Is the outbreak of COVID-19 impacting shipping?

    Due to the extreme challenges of the current COVID-19 outbreak, we may be experiencing 1-3 day delays on shipping and approximately 1 week return processing.


    What are the shipping options and costs?

    In the United States Minnetonka ships via UPS SurePost ground and  UPS Two Day.  Please see our Shipping Rates for costs.  

    Do you ship to PO Boxes?

    If you select our UPS SurePost ground shipping (or USPS Priority Mail for Alaska/Hawaii residents)  we can ship to a PO Box.  Unfortunately our expedited shipping methods ship via UPS and they do not deliver to PO Boxes.

    When will my order ship?

    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 1:30pm Central Time, your order will ship on the same day (except weekends and holidays). Please see Shipping Information for delivery lead times.

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

    We apologize for any shipping mistakes, please contact customer service at 1-855-554-MOCS(6627) or email 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 receiving the correct item.

  • International, APO's and FPO's

    Do you ship Internationally?

    At this time MinnetonkaMoccasin.com currently ships to all 50 states and APO's/FPO's. 

    Minnetonka Moccasins can be found in other parts of the world through our distributor partners either on the web or in stores.  Please visit the Store Locator to find Minnetonka product in your area. If your country is not listed please email us or call us at 1-855-554-MOCS(6627).

    Do you accept returns or exchanges from APO/FPO addresses? 

    If you purchased an item from our website and shipped to an APO/FPO address, you can return your item for a refund for the price of the shoe. Freight, duty and any other taxes/fees will not be refunded.  Customers are also responsible for any return shipping costs or applicable customs or charges for duty.  In order to make an exchange please place a new, separate order, for the replacement item(s).  If you have any additional questions about international returns or exchanges contact Customer Service at 1-855-554-MOCS(6627) or email us.

    How do I initiate a return?

    For orders shipped to APO/FPO addresses be sure to include your original order number and send the product back to:

    Minnetonka Moccasin - Returns 
    1113 East Hennepin Ave.
    Minneapolis, MN 55414
    USA

    Do I have to pay shipping for product returns?  

    For orders shipped to APO's/FPO's we do not offer a return shipping label.  The customer is responsible for shipping the product back to Minnetonka and covering any costs associated with freight, duty, taxes, etc.

    Do I have to pay shipping for product exchanges?

    Unfortunately, at this time if you are exchanging product shipped to APO's/FPO's we cannot refund your original shipping, duties, taxes and fees. If you are returning a purchase, you may be eligible for a refund of all or a portion of the duties and taxes. Please contact your local customs office for information. 

    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. Please contact Customer Service at 1-855-554-MOCS(6627) or email us and we can assist you with this issue.

    Do you accept returns or exchanges for domestic orders being shipped back from an international address?

    If you or someone you know placed an order on MinnetonkaMoccasin.com and you now need to return 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 returns or exchanges contact customer service at 1-855-554-MOCS(6627) or email us.

  • Returns & Exchanges

    What is your return policy?

    Click here to review the Minnetonka Return Policy.

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

    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

    How do I initiate a return?

    In order to initiate a return or an exchange you need to first create an account with MinnetonkaMoccasin.com.  Step by step instructions on how to do this can be found in our Returns & Exchange page.

    Do I have to pay shipping for product returns?  

    In the United States if you decide to return an item and print a prepaid shipping label from the website, a $8.95 charge will be deducted from your product refund to cover the cost of the return shipping.  If you choose to ship product back via your preferred method, please insure the package, get a tracking number and be sure to note the original order number on the box.  We cannot be responsive to your request until we have received your return.  Please address the package to:

    Minnetonka Moccasin - Returns 
    1113 East Hennepin Ave.
    Minneapolis, MN 55414

    Do I have to pay shipping for product exchanges?

    If you are exchanging product in the United States, no, Minnetonka offers free shipping (both ways) for all exchanges if you use our prepaid UPS label to ship the product back to our warehouse and select the free UPS SurePost ground shipping option for the replacement product. 

    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.  Please 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. Click on the “Returns Or Exchange” button to fill out the online form.  Be sure to indicate "Defective" as the "Reason" for the return/exchange and provide an explanation of what is wrong with the item(s) you are sending back.  Please note, you will not have to pay to use our return shipping label if you choose to either return or exchange the defective item(s).

    I initiated a return but where do I print a return label?  

    After completing a return or exchange request you can print a shipping label by logging into your account and clicking on "My Returns/Exchanges".  Click the "VIEW RETURN" link.  Click on the “REQUEST SHIPPING LABEL” link and print the PDF that downloads to your computer.

    How long will it take to receive my refund?

    Once we receive your return, please allow up to 3-5 business days to process your request. Please note in the months of December and January it may take longer.  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.

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

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

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

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

  • 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 your Minnetonka product.

    Do you offer replacement laces?

    Yes, to get replacement laces please contact Customer Service.

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

    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.

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

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

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

    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.

    What is the difference between softsole and hardsole moccasins?

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

    Do your moccasins have arch supports?

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

    Are your moccasins available in wide widths?

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

    How do I clean the insoles to my slippers?

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

    Do you offer split sizing?

    Our P.W. Driving Mocs are custom made and made to order.  If you would like to order a pair with split sizes, please contact Customer Service at 1-855-554-MOCS(6627) and they can assist you with your order.

  • Other Questions

    Where are Minnetonka products manufactured? 

    Minnetonka Moccasin manufactures in the Dominican Republic and China.

    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, password, and shipping information or check your order status/initiate a return or exchange.

    I forgot my password. How can I find this?

    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.

    Where can I find a Minnetonka retailer?

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

    If I have multiple coupon codes can I use them all in one order?

    Our system only allows for one coupon code per order.  Unfortunately, you will not be able to stack these promotions.

  • Afterpay

    What is Installments by Afterpay? 

    Installments by Afterpay is a service that allows you to make purchases now and pay for them in four equal payments made every 2 weeks without any interest.

    How do I use Installments by Afterpay?

    Simply shop online and add items to your shopping bag and checkout as normal. At the checkout choose Installments by Afterpay as your payment method. First-time customers will need to register with Afterpay and provide payment details, as usual, returning customers simply log in to make their purchase. It’s that easy!

    Please note that all items in your shopping bag must be eligible for Installments by Afterpay. A minimum purchase amount may apply and you must meet additional eligibility requirements to qualify.

    Can I use Installments by Afterpay if I’m an international customer?

    Installments by Afterpay is only available to customers with a US billing address within the US and a US mobile phone number. Customers with international billing addresses will not be able to set up an account with Afterpay.

    How does the payment schedule work?

    All customers are required to make their first payment at the time of purchase, with the remaining three payments deducted every two weeks from your chosen payment method. If you choose to make additional payments before your scheduled pay dates, you may do so through your Afterpay account.

    You can log in to your Afterpay account to view your payment schedule and make a payment before the due date if you choose to do so.

    Where can I learn more about my payment questions?

    Check out the Afterpay Payments FAQ

    When will my items be delivered if I use Installments by Afterpay?

    Afterpay orders are delivered as per our standard shipping timeframe after you complete your order online.  Visit our shipping page for more information by clicking here.

    Is there a limit to how much I can spend on a single transaction?
    Yes, transaction value limits apply to purchases made on minnetonkamoccasin.com using Installments by Afterpay.

    What products are not eligible for purchase using Installments by Afterpay?
    Afterpay is not available on purchases of gift cards. If you are purchasing gift cards along with Afterpay eligible products, you will need to place two separate orders.

    How do I return or exchange an item purchased using Installments by Afterpay?
    If you have changed your mind, you can return your Afterpay purchase. Please check that your return or exchange meets our Return policy here. Afterpay will be notified of your return and will process the appropriate refunds. Please do not return your purchase to Afterpay.

    If you believe there is fault or concern with your Afterpay purchase payment, please contact Afterpay customer support at info@afterpay.com

    Where can I find out more about Afterpay?
    If you would like to know more about Afterpay, visit the Afterpay website www.afterpay.com for a comprehensive list of FAQs, terms, purchase payment agreement as well as Afterpay’s Privacy Policy which can be found here.  

    If you have any questions about your Afterpay account, please contact Afterpay directly via a web form found here.