Frequently Asked Questions
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Here are answers to the questions we get asked the most, it's the fastest way to get the help you need.
Please see the Returns Page for detailed information concerning returns.
What is your holiday return policy?
Orders placed on or after November 13th, 2022 are eligible for return till January 15th, 2022.
How do I return an item for a refund?
Simply fill in your name, order number, and reason for the return on the included return form and include it along with the original packing slip with your return shipment. A return shipping label has been provided with your order, please email firstname.lastname@example.org if you need a replacement label.
Can I still make a return if I don't have the return form?
If you need a new copy of the return form, click here to download a PDF version.
What do I do if I don't have the original packing slip?
Please print out the invoice for the order from your account on StraightDown.com or include a note inside the return package with the following information: reason for returning items(s), order number, purchaser’s name, address, and telephone number. Your order number can be found in your confirmation email, in your order history on StraightDown.com.
How can make an exchange?
Unfortunately we are unable to accommodate exchanges at this time but we would be happy to accept this item for a refund. You can then place a new order for the desired piece. Please complete and enclose the return card provided with your shipment in your return box. If you no longer have the return card, you can print a new copy from our returns page. After the order has been packed, please attach the prepaid return label provided with the original shipment and drop it off at any FedEx location at your convenience.
Once the product has been received, your credit will appear back to your original payment method in 3-5 business days. Please let us know if you have any questions.
How can I track my order?
Once your order is shipped, you will receive an email containing tracking information.
Where do you ship to?
We ship only within the United States, local orders can be picked up at our warehouse in San Luis Obispo, California.
How long will it take to get my shipment?
- Pick up orders are usually available the next business day.
- Shipping time might vary depending on location, shipment method and other factors.
- Please note that our warehouse does not ship orders on the weekends. Orders placed after 2:00pm PST (5:00pm EST) on Friday will usually be shipped the following Monday.
How much do you charge for shipping?
- Orders over $150 are eligible for free ground shipping.
- Orders under $150 will be charged for shipping depending on your chosen delivery method. Economy shipping is $13.95, Express is $29.95, and Overnight is $49.99.
Why is my item now out of stock?
Our inventory is updated to our website in multiple intervals throughout the day. If you order is placed during the period in between an inventory update, there is a chance that the item purchased became unavailable during that period. If an item sells out, you will be contacted via email alerting you of the missing piece and a refund will be issued to your original payment method. Please note that it may take 2-5 business days for the refund to appear in your account.
My order shipped to the wrong address. What can I do?
To help make sure your package arrives in a timely manner, please make sure your shipping address is accurate and include all relevant information such as street numbers, abbreviations, buildings, and apartment numbers. Orders will be shipped to the address as entered at checkout. Straight Down is not responsible for lost, misplaced, stolen, or incorrectly addressed packages. Once a packaged has been delivered by the carrier, we have no control of the order. If your order was delivered to an address that is different from what was entered, please email us at email@example.com and we would be happy to look into a solution.
Why is my order delayed?
We do our best to make sure orders are shipped as quickly as possible. Once an order leaves our warehouse, it is in the hands of the mail carrier and we cannot take any further action to expedite its delivery. Due to some of the technologies our carriers use, sometimes an order will be marked as delivered before it arrives. If your order has not arrived within 5 business days after the delivery date on the tracking, please let us know and we would be happy to look into this further for you.
What can I do if I'm having trouble entering my gift card code?
The codes generated for gift cards are case-sensitive and do include the spaces, the easiest way to make sure the code is entered correctly is to copy and paste directly from the gift card email.
Why can't I apply two discount codes to my order?
Due to limitations with the way Shopify handles discounts, you can't apply multiple discount codes to one order.
Do you offer shoes in wide sizes?
Sorry, at this time we only offer shoes in standard width sizes.
Do you offer half-sizes?
Some of our older models are available in 9.5 and 10.5, but we generally do not offer half sizes.
Do you have brick & mortar retail stores?
No, retail is only sold on our website.