FAQs

How can we help?

Give us a call: 1-877-322-1941 or Email us: info@vionicshoes.ca
Monday-Friday from 7:00 a.m. to 4:30 p.m. PST

General

How is Vionic different from other brands? 

Vionic shoes provide essential stability and addictive support. With a contour seamlessly engineered into each shoe, sandal and slipper, Vionic helps support natural alignment from the ground up.

Many of our products are recommended by the APMA, or American Podiatric Medical Association.

Vionic’s breakthrough technology offers versatility, which means you can have orthotic comfort in your favorite shoes. Only Vionic has its unique orthotic built right into its shoes for orthotic relief without the orthopedic look.Vionic shoes provide essential stability and addictive support. With a contour seamlessly engineered into each shoe, sandal and slipper, Vionic helps support natural alignment from the ground up.

Many of our products are recommended by the APMA, or American Podiatric Medical Association.

Vionic’s breakthrough technology offers versatility, which means you can have orthotic comfort in your favorite shoes. Only Vionic has its unique orthotic built right into its shoes for orthotic relief without the orthopedic look.Vionic shoes provide essential stability and addictive support. With a contour seamlessly engineered into each shoe, sandal and slipper, Vionic helps support natural alignment from the ground up.

Many of our products are recommended by the APMA, or American Podiatric Medical Association.

Vionic’s breakthrough technology offers versatility, which means you can have orthotic comfort in your favorite shoes. Only Vionic has its unique orthotic built right into its shoes for orthotic relief without the orthopedic look.Vionic shoes provide essential stability and addictive support. With a contour seamlessly engineered into each shoe, sandal and slipper, Vionic helps support natural alignment from the ground up.

Many of our products are recommended by the APMA, or American Podiatric Medical Association.

Vionic’s breakthrough technology offers versatility, which means you can have orthotic comfort in your favorite shoes. Only Vionic has its unique orthotic built right into its shoes for orthotic relief without the orthopedic look.

What is your phone number? 

Our phone number is 877-322-1941. Our business hours are Monday-Friday from 8:30 a.m. to 4:30 p.m. Pacific Time.

Below are the holidays our team will not be available.
Family Day
Good Friday
Victoria Day
Canada Day
BC Day
Labour Day
Remembrance Day
Christmas Day
New Year's Day

Do you have a rewards program? 

Yes, we do! Vionic Rewards lets you earn points on purchases and by connecting with us on social, referring us to friends, writing reviews and more. Once you accrue enough points, you’ll then earn rewards that can be redeemed on vionicshoes.ca.

Unlock access to your Vionic Rewards dashboard and learn more about the program by visiting the Vionic Rewards page.

What size should I order? 

We work very hard to keep our sizing consistent across our collection, and most of our styles fit true to size. If you are unsure about sizing for a specific style, we feature fit tips under the "sizing" tab on the individual product pages.

View our helpful Shoe Size Conversion Guide.

For sandals only available in whole sizes, we recommend sizing down to the nearest whole size if you wear a half size. For example, if you typically wear a size 7.5, order a size 7 sandal.

Is there a break-in period for your shoes? 

Most people will find our shoes and orthotics comfortable right out of the box. For others, their experience may be different.

In these cases, for the greatest comfort, we recommend wearing your new Vionic footwear for just a few hours for the first few days to allow your feet to adjust to the new level of orthotic comfort and support. Within one to two weeks you should find the product completely comfortable and supportive.

Is your site secure? 

With respect to security: We have appropriate security measures in place in our physical facilities to protect against the loss, misuse or alteration of information that we have collected from you on our website.

For more information, please visit our Privacy Policy page.

Where can I find your products locally? 

We understand that many people prefer to try our shoes on before making a purchase. To discover your local Vionic retailers, please use our Store Locator. You may enter your postal code or full street address.

We advise that you first call the location before visiting as not all retail locations carry all of our styles.

Do you have an email newsletter? 

Yes, we have an email newsletter! Sign up and be the first to know about sales, special promotions, tips, trends and more.

Plus get 15% off your first order!* Join our list here.

Are your products latex free? 

No latex-based materials are used to build any of our products.

I bought shoes that are now on sale. Can I get a price adjustment? 

Vionicshoes.ca gladly honours a one-time price adjustment within five days of the online purchase date for merchandise purchased on Vionicshoes.ca. Final Sale items are not eligible for price matching.

Do you offer Accessibility Adjustments? 

Yes. Click on the at the bottom of the page to access controls for all content adjustments including font size, colour, orientation, and more. Scroll through for all options and settings.

Shipping

What shipping methods do you offer? 

All orders are shipped using Canada Post. Please see the table below for the current service levels, charges and estimated shipping times.

SHIPPING METHODS

SHIPPING METHOD COST DELIVERY
Canada Post - Standard Ground Shipping Free Shipping on Orders $150+
$10 Flat Rate for Orders < $150
 
3-10 Business Days (M-F Only)
Canada Post - XpressPost Calculated Per Order
 
3-7 Business Days (M-F Only)

*Shipping time does not include processing time of one-two business days. All orders ship from British Columbia. Once your order has been placed, we are unable to make any changes or cancel.

*Shipping time does not include processing time (typically 24-48 hours). All orders ship from British Columbia.

Orders are packed and shipped on business days only. Business days refer to Monday-Friday with the exception of the following holidays:

Family Day
Good Friday
Victoria Day
Canada Day
BC Day
Labour Day
Remembrance Day
Christmas Day
New Year's Day

Once I place my order, when will it ship? 

We strive to ship orders as quickly as possible. We typically ship all orders the following business day. For example, if you place an order on Tuesday at 1 p.m., your order will ship out on the following business day (Wednesday).

Please refer to our Shipping Page for more information.

Do you ship and deliver orders on the weekend? 

No, we do not ship or deliver orders over the weekend. Please keep this in mind when placing your order, especially when placing your order over the weekend or close to the weekend. For example, an order placed on Friday will not ship until Monday (the next business day). If Monday is a holiday that is being observed, your order will not ship until Tuesday.

Please refer to our shipping page for more information.

Click Here for Shipping Page

Do you ship internationally? 

No, at this time we do not ship internationally from vionicshoes.ca. However, you can purchase internationally from our exclusive distributors listed below. Or, visit our Find a Store section to discover retail partners of ours that may ship internationally.

Australia: vionicshoes.com.au

Germany and Austria: vionicshoes.de

India: vionicshoes.in

Indonesia: vionicshoes.id

Japan: vionicshoes.jp

New Zealand: vionicshoes.co.nz

Philippines: vionicshoes.com.ph

Singapore: vionicshoes.sg

Switzerland: vionicshoes.de

United Kingdom and Ireland: vionicshoes.co.uk

United States: vionicshoes.com

Do you ship to P.O. boxes or Military APO/FPO addresses? 

Yes. We are able to ship to P.O. Boxes with Canada Post. We are sorry, but at this time we are unable to ship to APO/FPO Military addresses. We apologize for any inconvenience.

Do you charge sales tax on merchandise? 

Sales tax will be added to orders based on your location and local tax law. You will see the appropriate tax added to your order during checkout.

ORDERING & PAYMENT

What forms of payment do you accept? 

We accept major credit cards including:

Visa & Mastercard

We also accept e-gift cards issued by vionicshoes.ca and payments via PayPal Express.

Additionally, we offer Afterpay & Sezzle.  Shop online now, pay in 4 installments spread over 6 weeks.  Only available for purchases over $35.  Instant approval with no long forms to fill out. More about Afterpay. More about Sezzle.

Do you take phone orders? 

Yes, we do process orders over the phone during our regular business hours. Our business hours are Monday-Friday from 8:30 a.m. to 4:30 p.m. PT. If you would like to place your order over the phone, please call 1-877-322-1941.

Our Customer Care Team will not be available to take orders during company observed holidays, which include:

Family Day
Good Friday
Victoria Day
Canada Day
BC Day
Labour Day
Remembrance Day
Christmas Day
New Year's Day

Where do I enter in my coupon or promotional code? 

If you have a promotional or coupon code that you would like to redeem, please enter it in the "Gift Card or Discount Code" box in your shopping cart during checkout. Please note: Multiple codes cannot be used at the same time.

I received a payment failure or fraud warning when checking out. 

If you received a message that your credit card was declined, or a fraud warning message, this means your card was declined by our processing system. We do not give details as to why your card was declined. It is recommended that you contact your credit card issuer or your banking institution as to why it was declined. We recommend that you not continue to try using your card as it will most likely continue to be declined.  

If you would like for one of our agents to assist you in placing your order, please call Customer Care between the hours of 8:30 a.m. PT and 4:30 p.m. PT, Monday through Friday, at 1-877-322-1941.

Please keep in mind we will not be able give you details regarding why your credit card was declined.

My credit card was declined, why does my card show a charge? 

If your credit card was declined by our system, you may see an "authorization" on your debit/credit card. We have not taken any money from your account. This is simply an authorization of the funds.

No money is taken from your account until your order ships. In the case of a declined debit/credit card, your order has not been accepted into our system and will therefore not be charged. Please allow 24-48 hours for the authorization to disappear from your account. If you contact your card issuer or banking institution, they may be able to provide you more information.

If you would like more information on authorizations, including what they are, how they are treated and how most financial institutions handle them, please visit: http://en.wikipedia.org/wiki/Authorization_hold

Do you charge sales tax on merchandise? 

Sales tax will be added to orders based on your location and local tax law. You will see the appropriate tax added to your order during checkout.

Can I change or cancel my order? 

Our ordering and fulfillment system is designed to process and ship orders as quickly as possible and therefore orders are unable to be edited or canceled by our customers after being placed.


For information about making a return or exchange, please visit our Returns & Exchanges page.

RETURNS & EXCHANGES

What is your return policy? 

We're sorry your purchase didn't work out for you. To make it easy to find your perfect pair, we offer FREE return shipping for purchases made only on vionicshoes.ca.

You may return or exchange your merchandise for any reason within 30 days of purchase as long as the original purchase was made on vionicshoes.ca. Returns for refunds will be credited to the original form of payment. Please allow up to 15 days for the credit to show on your statement. Original shipping charges are not refunded.

PLEASE NOTE: We cannot process returns or exchanges for purchases made through other retailers.
PLEASE NOTE: Returns are subject to a $5 per pair restocking fee. Exchanges do not incur a restocking fee.

For additional information, please visit our Returns & Exchanges page.

How do I return a gift purchased on vionicshoes.ca? 

If you are returning a gift purchased on vionicshoes.ca and are not the original purchaser, please note you may select to exchange merchandise for the same style in a different color and/or size, or gift card for use on vionicshoes.ca for the value of the original purchase.

Please have your vionicshoes.ca order number ready.
The purchase of e-gift cards cannot be returned.

How do I return or exchange an item? 

For shoes purchased through vionicshoes.ca, Vionic offers free returns and exchanges within 30 days from the date of delivery.


STEP ONE: Request a Return by emailing us (info@vionicshoes.ca) and requesting a Return Authorization Form. Please note: merchandise must be returned to Vionic Canada within 15 days of receipt of return authorization number and waybill.
*Please note: Returns are subject to a $5 per pair restocking fee.


STEP TWO: Repackage your merchandise in its original packaging, including all materials in original package. Vionic Shoes is not responsible for returns until they are received in our warehouse. Shoes must be returned in their original shoe box. Original shipping charges are not refundable.


STEP THREE: Affix provided label to the outside of your box and make note of the tracking number (if applicable) in case you need to track your package.


STEP FOUR: Drop off your package at your preferred Canada Post location within 15 days of return authorization receipt. Please allow up to 15 days from your Shipment Complete notification for the credit to show on your statement.

Once your return is received; inspected and approved your refund will be processed. A credit will be automatically applied for the amount of the merchandise back to your original method of payment, please allow up to 15 business days for your credit to be processed.
Our warehouse does not accept "Walk in" returns. Your return will be refused if you visit our warehouse to drop off a return. Shipping and handling charges are not refundable.


Please note that the purchase of e-gift cards cannot be returned.

Where can I find my order number? 

You can find your Vionic order number in a few places! First, your order number is provided in your email Order Confirmation and in your Shipment Notification email, which will be contained in the email Subject Line.

How long does it take for returns to be processed? 

Returns are typically processed within 7-15 business days of our warehouse receiving the physical merchandise. Please note: additionally, it may take up to a week for the credit to appear on your statement.

For additional information, please visit our Returns & Exchanges page.

Can I physically drop off my return to your warehouse? 

Our warehouse does not accept "walk-in" returns for safety reasons. Please do not attempt to drop off returns at our warehouse.
For additional information, please visit our Returns & Exchanges page.

GIFT CARDS

Do you offer gift cards? 

Yes, we currently offer electronic gift cards. To purchase an e-gift card, please click here.

Please note: e-gift cards puchased on vionicshoes.ca may only be redeemed through vionicshoes.ca. We do not currently offer physical gift cards that can be mailed.

Do e-Gift Cards expire? 

Vionic e-Gift Cards do not expire and we do not assess any service fees for non-use.

How do I check the balance of my e-Gift Card? 

You may call Customer Care at 1-877-322-1941. Customer Care Consultants are available Monday through Friday from 8:30AM to 4:30PM Pacific Time.

Can I return my e-Gift Card for a refund? 

e-Gift Cards are not refundable, nor may they be resold.

Any outstanding balance of the e-Gift Card shall not be refunded or exchanged for cash, except as required by law.

Any refunds for returned merchandise purchased with the e-Gift Card will be reapplied to the e-Gift Card.

e-Gift Card terms and conditions 

Listed below are the Terms and Conditions for our Electronic Gift Cards.

e-Gift Card Terms and Conditions
Purchase and Redemption

1. e-Gift Cards may be purchased at www.vionicshoes.ca, or via telephone by calling our Customer Care Consultants at 1-877-322-1941. Customer Care Consultants are available Monday through Friday from 8:30AM to 4:30PM Pacific Time.

2. e-Gift Cards may be redeemed only for future purchases of merchandise at www.vionicshoes.ca, or via telephone by calling our Customer Care Consultant at 1-877-322-1941. Customer Care Consultants are available Monday through Friday from 8:30AM to 4:30PM Pacific Time.

3. Coupons and coupon codes may not be used to purchase e-Gift Cards. However, e-Gift Cards can be used in conjunction with coupons or coupon codes for any purchases.

4. No taxes are charged on the purchase of e-Gift Cards. Applicable taxes are charged when e-Gift Cards are redeemed.

5. Upon redeeming your e-Gift Card, if your purchase exceeds the amount of the e-Gift Card, you will need to pay the balance.

6. Any outstanding balance of the e-Gift Card shall not be refunded or exchanged for cash, except as required by law.

7. e-Gift Cards are not refundable if lost or stolen.

8. When redeeming e-Gift Cards, any unused balance will be available for future purchases of merchandise.

9. e-Gift Cards usually arrive within 24 hours of purchase.

10. e-Gift Cards may not be resold.

11. e-Gift Cards purchased through any unauthorized resellers or other internet auction sites are not guaranteed by Vionic Shoes Canada or Global Shoe Connection.

Refunds

Any refunds for returned merchandise purchased with the e-Gift Card will be applied to the e-Gift Card.

Expiration

Vionic e-Gift Cards do not expire and we do not assess any service fees for non-use.

Acceptance of Terms and Conditions

Your purchase or use of an e-Gift Card constitutes your acceptance of these Terms and Conditions. These Terms and Conditions are subject to change without notice.

VIONIC REWARDS

How do I enroll in the rewards program? 

To enroll in the rewards program, visit the Vionic Rewards page and select Create an Account.
You will earn points on all your purchases, when you share with your friends, and more! If you had a Vionic account prior to October 6, 2022, you are automatically enrolled in the rewards program; just use your usual login information to view your account. Users are placed in different tiers depending on total order value from January 1st, 2022. Plus, you receive 25 points just for signing up!
To find out more about ways you can earn, and our Tiers, visit https://www.vionicshoes.ca/pages/loyalty-rewards.

How can I earn points? 

Now that you are enrolled in Vionic Rewards, it'll be easy to keep your feet happy all year long. You'll earn points on all purchases when you share us with your friends and more.

You can redeem your rewards on Vionicshoes.ca:
    100 Points = $5 Off Your Purchase
    200 Points = $10 Off Your Purchase
    400 Points = $20 Off Your Purchase
To see all the ways you can earn points, visit https://www.vionicshoes.ca/pages/loyalty-rewards.

Where can I see how many points I have? 

Sign in to your Vionic Rewards account, and right below the 'Welcome to the club' banner, you will see how many points you currently have.
You can click Redeem Now to see how to use your points.
If you click Rewards History you can see a breakdown of all your rewards: the date you earned them, what they are for, the exact amount of points, and their status. The status will be either approved or pending.
You will receive an email from us every time you earn enough points to redeem them.

When will points show in my account? 

Points will show on your account as soon as you earn them unless stated otherwise. For example, If your birthday is within the next 30 days, your reward will be granted in delay, up to 30 days.

How do I earn points for Signing up for the Vionic Newsletter if I'm already signed up? 

If you've signed up for the Vionic email list before you enrolled in the Vionic Rewards program, you will receive an email from Vionic Shoes with 'Vionic Rewards Program' as the subject line containing the code you can enter at 'Ways To Earn Points' at https://www.vionicshoes.ca/pages/loyalty-rewards.
In case you already received that email, search it in your box under 'Vionic Reward Program'.

Do points and rewards expire? 

Points only expire after one year of inactivity. If your tier changes after a new rolling year, you will still have all of your points and rewards.

Is there a limit to how many points I can earn? 

There is absolutely no limit to the number of points you can earn. However, you can only redeem one reward at a time. However, you can only redeem one reward or discount (promo code, shipping code etc.) at a time.

How do I redeem my points for rewards? 

Redeeming your hard-earned points is easy!
First log in to your Vionic Rewards account at: https://www.vionicshoes.ca/pages/loyalty-rewards. Browse the website and choose any shoes you'd like. Go to checkout, and you will see your available points on the right-hand side right below the shoes. Choose reward in the drop-down and click apply.
The discount will be automatically applied to your total and reflected in the breakdown of costs.

Refer a friend code doesn't display on Safari. How can I fix it? 

Due to Safari's automatic privacy settings, you might get an error message instead of the code to refer your friend. To fix it, you'll need to turn off the 'Hide IP Address' option in your Safari privacy settings, then click the referral link again.
Go to settings, scroll down to Safari and press it. You will see an option to turn on and off Hide IP Address under privacy & security.

How do I receive points for Facebook, Instagram and Youtube if I am already subscribed? 

The system will still recognize if you are already subscribed to our social media channel: just scroll down to ways to earn and press Like us on Facebook, Subscribe to Youtube, or Follow us on Instagram. The pop-up with a page will appear: if it already says that you are subscribed, simply close the pop-up window and the task will show as 'Completed,' and the points will be applied to your account.

INSOLES

What is your return policy? 

We're sorry your purchase didn't work out for you. To make it easy to find your perfect pair, we offer FREE return shipping for purchases made only on vionicshoes.ca.

You may return or exchange your merchandise for any reason within 30 days of purchase as long as the original purchase was made on vionicshoes.ca. Returns for refunds will be credited to the original form of payment. Please allow up to 15 days for the credit to show on your statement. Original shipping charges are not refunded.

PLEASE NOTE: We cannot process returns or exchanges for purchases made through other retailers.
PLEASE NOTE: Returns are subject to a $5 per pair restocking fee. Exchanges do not incur a restocking fee.
For additional information, please visit our Returns & Exchanges page.

What is the difference between a footbed and an insole/orthotic? 

Regular footbeds are designed to provide a cushioning effect and absorb shock. They may feel comfortable at first, but they do not address the biomechanical cause of excess pronation.

Orthotics provide some degree of shock absorption, but more importantly they are functional and are designed to help you reclaim your footprint by supporting natural alignment from the ground up. Some footbeds also feature an arch support; however, quality orthotics such as Orthaheel do a lot more than just support the arches.

For additional information about our orthotics, please visit our Orthotics Guide.

Who can benefit from wearing insoles and why? 

Any person with or without a foot problem can benefit from wearing orthotics! It is estimated that over 70% of the population suffer from rolling inwards of the foot and fallen arches (i.e., excess pronation), which is the major contributing factor to foot problems. As we get older this problem often worsens.

These persons in particular can benefit greatly from wearing orthotics:

Those over 50: As we get older, the muscles and ligaments in the foot become weaker, as do the bones due to calcium reduction. In addition, the fatty padding under the foot thins out, which means less protection and cushioning for the bones, in particular the heel bone. Fallen arches combined with thinning fat tissue are a recipe for foot problems. Heel spurs are the most common foot complaints for those over 50.

People who are on their feet all day: Factory workers, nurses, teachers, people in retail and many other industries are required to stand on their feet for hours each day. Hard, unforgiving surfaces like concrete and asphalt take their toll after prolonged standing even for young and healthy people! Most common complaints are tired, aching feet and legs as well as low back pain. Women who are required to wear dress shoes with heels (e.g., in retail or hospitality) often suffer from pain under the ball of foot (metatarsalgia) and/or aching legs.

Runners & athletes: Because athletes put so much strain on their muscles and bones and ground reaction forces are much higher (up to 4 times the body weight), biomechanical injuries are more the rule than the exception. Orthotics play a major role in preventing sports injuries such as Achilles Tendonitis, shin splints and problems in and around the knee joint. Plus, running pain-free enables any athlete to perform better!

High-heel wearers: Most women know that high heels are not good for their feet, however many women do wear them. Common symptoms occurring from wearing high heels are pain in the back of the legs (and shortening of the calf muscles over the long term), ball of foot pain, pain under the arch and the heel. Vionic Slimfit orthotics are specifically designed to reduce discomfort associated by heeled shoes and sandals.

Pregnant or overweight people: Excess weight worsens the effects of excess pronation and its related pains. Proper alignment and support are crucial for those carrying additional weight, which creates additional forces on the feet, ankles, knees and back.

What are Vionic insoles made of and how long will they last? 

Vionic orthotics and sandals are made of a flexible material called EVA (ethyl vinyl acetate).

The key advantage of EVA is that it is supportive and 'giving' at the same time! As you apply weight to the foot, there is a certain amount of 'give' in Vionic orthotics and sandals, providing shock absorption to the feet, ankles, knees, hips and back. This makes the device much more comfortable and more natural compared to hard orthotics. Yet, at the same time, they are firm enough to realign the foot and allow you to claim back your natural footprint.

Because Vionic orthotics and sandals are somewhat flexible, they will need to be replaced every 12-18 months. Older people or those with sensitive feet will benefit from a softer type of orthotic such as Vionic, as they may have difficulty tolerating anything hard under the foot.

How long does it take to get used to Vionic insoles and footwear? 

Because Vionic products are made of 'foot-friendly' flexible EVA, it takes most people only a few hours to get used to them.

For the greatest comfort, we recommend wearing your new Vionic footwear for just a few hours for the first few days to allow your feet to adjust to the new level of orthotic comfort and support.

Within one to two weeks you should find the product completely comfortable and supportive.

Are insoles covered under the 30 day guarantee? 

Our orthotic inserts are covered in our 30-day guarantee. Even if you’ve already used them or trimmed them down to size, we will accept them back for a full refund within 30 days of purchase. Original shipping charges are not refunded.

CLEANING AND CARE

How do I clean my sandals, shoes or orthotics? 

To clean our products, we recommend you wipe with a damp cloth and air dry under indirect sunlight.

We DO NOT recommend the following:

  • Submerging in water or using solvents to clean products.
  • Exposing products to extreme temperatures.
  • Commercial dry cleaning or home wash/dry laundry machines.

How do you recommend eliminating sandal odor? 

Eliminate odor and effectively clean and deodorize footbeds by stopping cell growth and multiplication of bacteria and fungi which can cause odor and itchiness.

Preventative measures are best here. But in the event that you do find your sandals have taken on an odor, we recommend giving the footbeds a good scrub with a mild soap diluted in warm water. Be sure to let your shoes air dry naturally. Do not place them near a heat source or in direct sunlight.

Do you recommend anything for blisters or chafing? 

We recommend that you apply a blister protection product on your skin such as FOOTGLIDE Foot Care, FAB FEET BLISSTICK or BAND AID Friction Block which may provide a barrier against the chafing.

What do you recommend for squeaky footwear? 

It could be that your orthotic is squeaking because it is rubbing against the upper of the shoe.

Locate the area of the shoe where the squeak is coming from. Lift the orthotic and sprinkle baby powder or baking soda inside this area. Leave the powder inside and insert the orthotic back into the shoe. Let the shoe set overnight.