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COVID-19 Information

The health and safety of our community is our number one priority. As we are doing our part to help slow the spread of COVID-19, some of these efforts may affect you, our valued customers.


Potential Order Processing & Shipping Delays

Customers of may experience extended processing times due to the COVID-19 pandemic's impact to our operations. We continue to strive to keep any processing delays to a minimum. We process and ship orders Monday through Friday as our distribution center is closed on weekends.

You can get the most up to date information on your order by logging into your account. Your order confirmation email is the most current update for your order status.

The next update you will receive is your shipping confirmation email along with your tracking information. There is no need to email us for status if you have not received your shipping confirmation email.

We ask that you please wait for your shipping confirmation email before contacting us regarding the status of your order. We are working hard to process all orders in a timely manner and cancellations cannot be guaranteed at this time


USPS Priority Mail Update

We ship the majority of our orders via USPS Priority Mail. In recent weeks, we have experienced delays throughout the USPS Priority Mail system. Some of the challenges they are facing are delays in inducting inbound packages into their network system for tracking, transit times to destinations, and scanned updates throughout the transit process. In a recent update from the USPS, they stated “Unfortunately, many of our facilities have suffered numerous COVID cases which has severely diminished staffing making it a great challenge in processing mail nationwide. This has created an unprecedented problem the likes the Post Office has never seen. We are working to get these items to their destinations”.


Store Re-Openings

All Shoe City retail locations in the DMV have reopened and are open Monday through Saturday from 11am – 7pm and Sunday from 12pm – 6pm.


In-Store Returns

In response to store closings due to COVID-19, we have extended our return policy window.

Shoe City stores will accept returns and exchanges up to 14 days after our stores reopen for items bought in store. Returned items must be accompanied with a receipt and in the original box. For orders purchased online, the return policy remains unchanged and can be found on our website.


Contacting Customer Service

We have closed our Call Center due to the COVID-19 impact. All customer support is done through email by emailing us at We monitor emails 7 days a week. Again, please log into your account for the most up to date information regarding your order.


Protecting Our Associates

We're taking every step to process orders and returns as quickly as possible, but we want to protect all associates working in our distribution centers and facilities during this time. Our shipping partners are taking steps to protect their employees as well. This could lead to longer shipping, processing, and delivery times as shipping services are experiencing service delays.


We're all in this together and we appreciate your support and understanding. Thank you for your patience and please stay safe.