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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

MinnetonkaMoccasin.com currently ships to all 50 states and APO's.  Coming soon, MinnetonkaMoccasin.com will also ship direct to three countries:

  • Australia
  • Canada
  • Thailand

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 or call us at 1-855-554-MOCS(6627).

Q
What are the shipping options and costs?
A

In the United States Minnetonka ships via UPS ground, Next day air, or 2nd day air. Please see our Shipping Rates for costs.  In the countries where Minnetonka sells direct, DHL is used for those international shipments.

Q
What are brokerage/clearance fees in Canada?
A

When Moosehide or Deerskin product is shipped to Canada, customers will be required to pay a $9.95 brokerage/clearance fee to Canada Post at time of delivery for each parcel.  In most instances a total of two pairs of Moosehide or Deerskin product can ship in a parcel before requiring a separate parcel, each parcel requiring a $9.95 brokerage/clearance fee.

Q
What happens if I decide NOT to pay the brokerage/clearance fee in Canada at time of delivery?
A

Unfortunately it is Minnetonka Moccasin Company's policy to not provide a refund if you decide at time of delivery to not pay the $9.95 brokerage/clearance fee. 

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 returns or exchanges for domestic orders being shipped back from an international address?
A

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 service@minnetonkamocc.com

Q
Do you accept international returns or exchanges?
A

If you purchased an item from one of the countries Minnetonka sells direct to the customer (Australia, Canada, and Thailand), 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 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
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 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?
A

For orders placed in the United States:

  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”.

For international orders where Minnetonka fulfills direct (Australia, Canada, and Thailand) 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

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
Do I have to pay shipping for product returns?
A

In the United States if you decide to return an item and print a prepaid shipping label from the website, a $6.95 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

For international orders where Minnetonka fulfills direct (Australia, Canada, and Thailand) 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.

Q
Do I have to pay shipping for product exchanges?
A

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 Free UPS Ground for the replacement product. 

Unfortunately, at this time if you are exchanging product where Minnetonka fulfills direct (Australia, Canada, and Thailand) 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. 

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 receiving the correct item.

Q
What if I received defective product?
A

United States

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).

International where Minnetonka Fulfills Direct

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 service@minnetonkamocc.com and they can assist you with this issue.

Q
I initiated a return but where do I print a return label? (United States Customers Only)
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 3-5 business days to process your request. Please note in the month of 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.

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.