Everything you need to know about ordering from HEATSHABU. If your question isn’t answered here, email us at support@heatshabu.com — we respond within 1 business day (Mon–Fri).
Orders & Processing
Who is HEATSHABU?
HEATSHABU is an independent retailer of Birkenstock® footwear — we are not affiliated with, endorsed by, or sponsored by Birkenstock, and we are not an official Birkenstock dealer. When you place an order, your pair is picked, checked against your size and color selection, packed, and shipped with tracking.
How long until I get my shoes?
Processing takes 1–3 business days after your order is confirmed, and FedEx transit from our Hong Kong fulfillment center takes another 7–12 business days once your order ships. All together, total estimated delivery is 8–15 business days from the day you order (1–3 days processing + 7–12 days transit). We’ll email you a FedEx tracking number as soon as your pair ships.
Can I cancel or change my order?
Yes — you can cancel or change your order free of charge within 12 hours of purchase, before processing starts. After processing begins, the order can’t be cancelled. There’s no general change-of-mind return once your shoes have shipped — see our Returns & Refunds section below for what is covered. To request a change, email support@heatshabu.com with your order number as soon as possible.
Shipping
How much does shipping cost?
Shipping is a flat $25 per order, with full tracking — no codes, no surprises. Shipping and sales tax are both shown at checkout before you pay.
Where do orders ship from?
All orders are dispatched from our fulfillment center in Hong Kong and delivered in the United States by FedEx, with full door-to-door tracking the whole way.
Do you ship outside the United States?
Not at this time. HEATSHABU currently ships within the United States only.
How do I track my order?
When your order ships, we email you a FedEx tracking number so you can follow your pair every step of the way. If you haven’t received tracking within a few business days of ordering, check your spam folder first, then email support@heatshabu.com and we’ll look into it.
What if I entered the wrong shipping address?
Please double-check your shipping address at checkout before you complete your order. If a package is lost, delayed, or misdelivered because of an incorrect or incomplete address provided at checkout, HEATSHABU isn’t able to offer a free reship or refund for it. If you catch a mistake right after ordering, you can still fix it using our free 12-hour cancellation/change window, before processing starts — just email us right away.
Product & Fit
How does sizing work? Are your shoes true to size?
We use standard US men’s and women’s sizing, and our footwear generally runs true to size. Each product page lists the exact size options available for that style, so check there before ordering. If you’re unsure, we recommend going with the size you normally wear.
What are your shoes made of?
Materials vary by model — Birkenstock uppers include Birko-Flor®, Birkibuc®, suede, nubuck and natural leather, typically over cork-latex footbeds. Exact materials for each model are listed on its product page, as provided by the manufacturer.
How do I care for my HEATSHABU footwear?
Follow the manufacturer’s care guidance for your pair’s materials. As a rule of thumb: brush suede and nubuck gently when dry, wipe Birko-Flor® with a damp cloth, and keep cork footbeds away from soaking and prolonged direct heat. Do not machine-wash or tumble-dry.
Returns & Refunds
Can I return my shoes if I just change my mind?
To keep processing fast and prices lean, we’re not able to offer change-of-mind returns — for example, if you ordered the wrong size or simply decide you no longer want the item. If you catch a mistake right after ordering, you can still cancel or change your order free of charge within 12 hours of purchase, before processing starts.
What if my item arrives defective, damaged, or wrong?
We’ll make it right, free. If your order arrives defective, damaged, or wrong/not as described, email photos to support@heatshabu.com with your order number within 7 days of receiving the item. You’ll get a free replacement or a full refund — your choice — and you don’t need to ship anything back. We cover everything.
What if my order never arrives?
If your order hasn’t arrived within 30 days of your order date, you’re entitled to a free replacement or a full refund — your choice. Email support@heatshabu.com with your order number and we’ll take care of it. Note that this guarantee doesn’t cover non-delivery caused by an incorrect or incomplete shipping address entered at checkout — please double-check your address before ordering.
How long do refunds take?
Once we approve your claim — typically within 1–2 business days of your report — refunds are processed within 5–10 business days back to your original payment method. Replacements ship on our normal timeline: 1–3 business days processing, then 7–12 business days transit.
Payment & Support
What payment methods do you accept?
We accept all major credit and debit cards — Visa, Mastercard, American Express and Discover — as well as PayPal. All payments are processed through a secure SSL checkout, and all prices are in USD.
Do you charge sales tax?
Yes — a 10% sales tax is added at checkout before you pay. The final total, including shipping and tax, is shown before you place the order.
How do I contact HEATSHABU?
Email is the fastest way to reach us: support@heatshabu.com. We respond within 1 business day, Monday through Friday. Include your order number if your question is about an existing order — it helps us help you faster.