Customer Service | Shoe Carnival
Your Customer Service Team is available to assist you from 7am to 10pm CST, 7 days a week. Give us a call at 800-430-SHOE(7463), or email us at [email protected].
Shoe Carnival remains committed to the safety and well-being of our customers and associates. Select stores will reopen in accordance with local guidelines while adhering to preventative measures outlined by the CDC. Stores will be open with modified hours, enhanced cleaning and reminders for social distancing. You can check your local store here: stores.shoecarnival.com.
Associates will be provided with masks, gloves, and hand sanitizer. They will also have their temperature taken at the beginning of each shift. We encourage customers to wear their own masks as local guidelines require. Some stores may operate at reduced customer capacity.
We look forward to seeing you again. Our passion for customer service and your well-being is as strong as our passion for selling shoes. If you are not quite ready to visit our stores, we are always open online with an extended return policy and free shipping for Shoe Perks members for a limited time.
Additionally, customers can expect:
- Some stores may operate at reduced customer capacity
- Dedicated associate(s) for enhanced cleaning
- Associate temperature checks at the beginning of each shift
- Masks, gloves, and hand sanitizer available to all associates
- Plexiglass shields at checkout
- Regular mic announcements and floor markers encouraging social distancing
Shoe Perks is our free loyalty program where members earn points on every purchase. Once 200 points are earned, you’ll receive a $10 Reward Certificate to use on your next purchase online or in-store. Check out our Shoe Perks page HERE, for more info!
Frequently Asked Questions
I’ve earned 200 points. When will I receive my $10 Reward Certificate?
You will receive your reward certificate the following day after you reach 200 points. For example, if you reach 200 points on Monday you will receive your certificate on Tuesday.
How will I receive my $10 Reward Certificate?
Your reward certificate will always be emailed to you. You will also be able to access your certificate in our mobile app, and they will be listed in your online account.
How do I view my points balance?
Log into your account on shoecarnival.com and head to your Shoe Perks Rewards section to view your current points balance. Points are updated within 24 hours of in-store purchase or date of shipment for online orders. You can also download our mobile app for account access at your fingertips!
I just made a purchase, but I’m not seeing my points in my account.
Points are updated within 24 hours of in-store purchases or the date of shipment for online orders. If you do not see your points after 24 hours, please contact Customer Service.
I signed up for Shoe Perks in a store. How do I access my account online?
Click on the “My Account” icon towards the upper right corner of the page, and then click on “Register”. Fill out the required information and you’re all set.
How do I redeem a Shoe Perks Rewards Certificate online?
As long as you are logged in to your shoecarnival.com account your available Shoe Perks Reward Certificate will be available to select during the checkout process.
Does my Rewards Certificate expire?
Yes, your Rewards Certificate will expire 90 days after it’s issued.
How do I achieve GOLD status?
To achieve GOLD status, you need to earn 200 points within the same calendar year.
Enrollment: Customers may enroll in SHOE PERKS by completing an enrollment form at https://www.shoecarnival.com/register; by calling your Customer Service Team at 800-430-SHOE (7463); or by speaking with an in-store associate.
Membership Eligibility: You must be age 18 years or older and a resident of the United States or Puerto Rico to be eligible for membership. Membership in the Program is limited to individuals only and is limited to one account per individual. The Program is void where prohibited by law.
Commercial: customers and others purchasing items for resale are not eligible for membership. Bulk sales for commercial purposes or resale will not be credited to your SHOE PERKS account. Resellers are specifically excluded from the SHOE PERKS program. If you purchase items for resale, Shoe Carnival reserves the right not to award points and to deduct improperly awarded points. Shoe Carnival reserves the right to prohibit anyone we believe is associated with resale activity from enrolling in the SHOE PERKS program or any other program, if we so desire. Shoe Carnival has the sole discretion over whether to deem a purchase as a â€œpurchase for resaleâ€.
Earning Rewards: You must identify yourself as a Shoe Perks member each time you make a purchase, return merchandise or redeem SHOE PERKS Reward Certificates. SHOE PERKS members earn 1 point for each dollar spent on qualifying purchases at Shoe Carnival, either in store or online. Your Shoe Perks points do not expire.
A $10 SHOE PERKS Reward Certificate will be emailed to customers when they have earned 200 points. Qualifying purchases include all regular, sale and clearance merchandise made in store or online. For all Online purchases, you must be a registered user of the Website www.shoecarnival.com and have linked your Account number with your Online account to get credit for Online purchases. You must be signed into this account to receive any credit.
You will not receive SHOE PERKS points for the amount of a purchase paid for in the form of SHOE PERKS Reward Certificates. Sales tax will not be credited to your SHOE PERKS account. Two hundred points will be deducted from your SHOE PERKS account for every $10 SHOE PERKS Reward Certificate issued. Accrued points do not constitute property of the member.
Redeeming Rewards: SHOE PERKS Reward Certificates are valid for 90 days from the date of issue and will not be replaced if lost, stolen misdirected, not delivered or not received. SHOE PERKS Reward Certificates have no cash value and cannot be redeemed for cash or for the purchase of gift certificates. The maximum SHOE PERKS Reward Certificates issued each month is $50.
Returns: The point value of returned merchandise will be deducted from any points applied to your account.
Bonus Points: From time to time, Shoe Carnival may run certain bonus point promotions. Under bonus point promotions, SHOE PERKS members and/or SHOE PERKS GOLD members can earn additional “bonus points” in connection with the purchase of certain products at Shoe Carnival or in connection with shopping days where a Member earns a set amount of bonus points for shopping that day. When these products are purchased by a Member, the Member will earn bonus points on each product, as specified in the offer. Bonus point promotions are subject to the terms and conditions of the offer and may be offered at any time in Shoe Carnivalâ€™s sole discretion.
Birthday Perk: In addition to earning points on their qualifying product purchases made in-store and Online, all Members receive a birthday perk each year. SHOE PERKS members receive a $5 birthday perk; SHOE PERKS GOLD members receive a $10 birthday perk. Members with a valid email address and their birthday entered in their Account profile will receive the birthday perk during their birthday month. One coupon per member. Birthday Perks are valid for thirty days from issue date.
Exclusions: No points are earned on sales tax, shipping costs, SHOE PERKS Reward Certificate redemptions, or coupons or discounts taken at check out. Shoe Carnival, Inc. may add other items to the list without notice.
Value and Transferability: SHOE PERKS Reward Certificates have no cash value, are issued for promotional purposes only, are non-transferable, cannot be bartered, exchanged or redeemed for cash, do not constitute property of the member, may not be combined among members and may not be transferred or assigned to any other person, entity, trust or estate.
Expiration: SHOE PERKS Reward Certificates expire 90 days from the date of issue.
Updates To Member Information: Members must keep their personal information on their Account up-to-date by visiting any Shoe Carnival store location or the Website. Registered users of the Website must provide the email address used when enrolling in SHOE PERKS when logging on the Website, which will allow the Member to update their personal profile. If you are a Member of the Program but not a registered user of the Website, you may become a registered user of the Website by going to https://www.shoecarnival.com/register.
Membership Cancellation: Members may cancel their SHOE PERKS membership at any time by contacting your Customer Service Team at 800-430-SHOE (7463). Upon account cancellation or closure, any unused points accrued in your account will be forfeited and cannot be redeemed.
Shoe Carnival reserves the right to void SHOE PERKS member accounts and $10 Rewards Certificates of any person(s) who have wrongfully earned points via deception, forgery, and/or fraud.
Shoe Perks Gold Tier: SHOE PERKS members who earn 200 points over a 12-month period will be awarded SHOE PERKS GOLD status (“SHOE PERKS GOLD MEMBER”). SHOE PERKS GOLD status is valid for the 12-months after achieving Gold status. SHOE PERKS GOLD members who do not meet the 200 point requirement in the following 12-month period will return to SHOE PERKS base membership status.
SHOE PERKS GOLD Member Benefits: Shoe Perks Gold Members enjoy additional benefits and promotional offers such as: Shoe Perks Gold member exclusive events, a $10 award and 50 bonus points on your birthday, and free standard shipping on all on-line orders and Shoes 2U orders.
General: By joining SHOE PERKS, you agree to be bound by the terms and conditions set forth in these Program rules. Shoe Carnival, Inc. may, at any time, terminate or modify the SHOE PERKS program or individual member accounts without further obligation to members.
Just Between Us: We will not sell, rent or give your membership information or contact information to any company. Youâ€™ll receive SHOE PERKS information via e-mail or SMS message. You can always opt out of promotional messaging by clicking the unsubscribe link provided in the message, emailing us at [email protected] or by calling your Customer Service Team at 800-430-SHOE (7463) (M-F 8:30 am â€“ 9 pm Eastern Standard Time).
Customer Service: Questions? Call your Customer Service Team toll-free (Monday-Sunday 6:00 am â€“ 11 pm Central Standard Time) at 800-430-SHOE (7463) or e-mail us at [email protected]
Creating an account makes your shopping experience quick and easy. You will automatically be enrolled in our Shoe Perks Rewards program, and you can save shipping and payment information to make checkout a breeze.
Frequently Asked Questions
How do I create an account?
It’s easy! Head here to get your account set up. If you are already a Shoe Perks member but have never set up an account online you will be able to look up your information and connect it to your online account.
I forgot my password. How do I reset it?
Head here and enter your email address that is associated with your account:
Forgot Password? . You will receive an email with instructions to reset your password.
How do I update my information in my account?
You are able to make changes to your information within your account, just make sure you’re logged in. You can update your info within the Personal Data, Addresses and Payment Settings sections.
All items, excluding online exclusives, offered on our website are available to be picked up in-store FREE of charge! When shopping online, select the “Pick Up In Store” option when adding your selection to your shopping bag. We’ll send you an email once your order is ready to be picked up from the store you selected. When you arrive at the store, find a store associate or head to the register. Make sure you have your pickup notification email along with a government issued id.
Frequently Asked Questions
How do I know if an item can be picked up in a store?
While on the product page select the “Pick Up In Store” option and search by your address or zip code. If the “Select Store” option is available next to the listed store you will be able to pick it up in that store. If you’re seeing “Out of Stock” next to the listed store, you will need to have the item shipped to your home.
When can I pick up my order?
Orders are typically ready for pickup within 4 business hours after the order is placed. You will receive an email as soon as it’s ready.
When will I be charged for my order?
You will not be charged for your order until you pick it up from the store. However, you will see an authorization hold immediately after your order is placed which will be removed once your order is picked up.
Can I have someone else pick up my order?
During checkout you will be able to designate a person to pick up your order. You will just need to provide their name and email address.
Can I have some of my order shipped and some to be picked up in-store?
For items you want to be shipped you will select “Add To Bag” on the product page and for the items you want to pick up you will select “Pick Up In-Store”.
Where in the store can I pick up my order?
When you arrive at the store, find a store associate or head to the register to pick up your order. Make sure you have your pick-up email along with a government issued id.
What if my order is not what I expected, or doesn’t fit?
If your order does not work out, you can simply cancel it while you’re at the store. You will not be charged, and the authorization hold will come off of your account within a few business days. If you have already taken your order home, you can bring it back to the store within 60 days for a refund.
Placing an Order
Frequently Asked Questions
What are the different checkout options?
Anyone can checkout as a guest on shoecarnival.com, but there are some great benefits to creating an online account which automatically makes you a Shoe Perks Member. When you have an account, you can save shipping and billing addresses as well as payment information making it quick and easy to place your order. You will also receive the benefits of earning points on every purchase to earn a $10 Reward Certificate.
What are my payment options?
We accept the following methods of payment:
How can I cancel an order I have placed?
We process orders quickly, so you’ll need to act fast! Please contact Customer Service at 800-430-SHOE(7463) as soon as possible after placing your order.
When will I be charged for my order?
You will not be charged for your order until it ships. However, you will see an authorization hold immediately after your order is placed which will be removed within 3-5 business days once your order ships.
Why won’t my promo code work?
Be sure to check the offer details to verify all redemption info. The items in your shopping bag may be excluded from the promotion. You can also refer to our standard promotions and exclusions section on this page.
Promotions & Exclusions
Buy One, Get One Half Off
Buy one pair of shoes, get the second pair of shoes of equal or lesser value 1/2 off. Includes regular price accessories. Cannot be combined with additional discounts, promotions or coupons or used on prior purchases, refunds or exchanges. Excludes Gift Cards, Doorbusters, Online Only Sales and Yellow Stickers. Other exclusions may apply.
Online Only Sales
Including, but not limited to, online only promotions, Flash Sales, Daily Deals and Web Busters. Cannot be combined with Buy One Get One Half Off, additional discounts, promotions, coupons or used on prior purchases, refunds, or exchanges. Online Only sales and pricing not valid in-store.
Cannot be combined with additional coupons, in-store or online promotional offers, or used on prior purchases, refunds, or exchanges. Limit of one coupon per transaction per customer. One time use only. Excludes Gift Cards. Accessories are excluded from additional percent off coupons.
The following brands are excluded from all promotions and coupons and are subject to change.
Nike, Vans, Converse, New Balance, Under Armour, Sperry, Chaco, Timberland, Timberland Pro, KEEN Utility, Ariat, Birkenstock, Justin Boots, OOFOS, Koolaburra by UGG, Hey Dude, SAS and Rainbow Sandals. Also includes Skechers Arch Fit and Max Cushioning styles and select styles of Crocs, ASICS, Dr. Martens, Minnetonka and Reef.
SHIP TO HOME ORDERS
We offer free standard shipping on every order of $75 or more, as well as a variety of shipping methods:
Standard | 4-7 Business Days | $6.95
Expedited | 2-3 Business Days | $12.95
Rush | 1-2 Business Day | $22.95
Delivery time is estimated on orders placed before 11:00 am CST Monday through Friday. Orders placed on Saturday or Sunday will not ship out until the following Monday.
Business days are Monday through Friday, excluding federal holidays.
A $10 surcharge applies to each order shipping to Alaska and Hawaii.
Orders shipped to Alaska or Hawaii may require an addition 3-5 business days for standard delivery.
There are no additional charges for orders shipping to APO/FPO destinations.
We currently only ship to the continental United States, Alaska and Hawaii.
SAME DAY DELIVERY ORDERS
Same Day Delivery is available in select markets for a $10 fee or $5 if you are a Shoe Perks member and are signed into your account when you place the order. Same Day orders will be shipped based on the time the order was placed, as stated below:
Order Placed Before 1:00 pm CST | Will be delivered Same Day by 7:30 pm CST
Order Placed After 1:00 pm CST | Will be delivered the NEXT day by 7:30 pm CST
Same Day Delivery orders that cannot safely be left at your delivery location will be returned to the store and a refund will be processed.
If you experience an issue with your Same Day Delivery order, please contact Customer Service at: 800-430-SHOE(7463).
Returns & Exchanges
Purchases may be returned or exchanged within 60 days of the purchase date and must be new, unused, and contain all original packaging. We will only accept used items if there is an obvious defect. Online purchases can be returned to any of our store locations free of charge. Items purchased at one of our store locations can ONLY be returned at a store location.
Other ways to return online purchases are:
1. Ship It Back – Head over to our Returns page where you will be guided step-by-step through the process. A $6 fee will be deducted from your refund once the return is processed.
2. Drop It Off – Conveniently return packages at more than 8,000 Walgreens locations and select Nordstrom stores. Head over to our Returns page where you will be guided step-by-step through the process. A $6 fee will be deducted from your refund once the return is processed.
PayPal orders: Online purchases made using PayPal can only be processed through the Returns Center and refunds will be credited directly to your PayPal account. We are not able to process PayPal returns in our stores.
Klarna Orders: Purchases made using Klarna can be processed through the Returns Center or by returning to a store. Klarna orders returned in-store will be credited at the full item value directly to the customer. Any outstanding balance due Klarna will still be billed per the Klarna terms. For additional information about returning orders made using Klarna, please visit Klarna’s terms.
Want to exchange instead?
Exchanges can be performed to change the size or color in the exact same style, or to change the style if the exchange item is the exact same price. For an exchange, please call 800-430-SHOE (7463) and an agent will be happy to assist you or visit any of our store locations.
Frequently Asked Questions
Will my local store offer the same promotion/sale that is running online?
The promotions we offer vary in availability. Be sure to check the offer details to determine if it’s available online only, in-store only or both.
What are the hours of operation for the Shoe Carnival store in my area?
You can find your local store’s information on our Store Locator page.
Do all of your stores carry the same product?
We offer a wide selection of shoes and accessories at all of our stores, with some local and regional variations in the assortment.