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 & Production
What does “made to order” mean?
Every pair of HEATSHABU footwear is created specifically for you. We don’t hold pre-made stock — when you place an order, your design is printed and your pair is assembled by our vetted print-on-demand production partners, then quality-checked and shipped. It’s how we keep our all-over graphic prints fresh and avoid waste from unsold inventory.
How long until I get my shoes?
Production takes 1–3 business days after your order is confirmed, and shipping (transit) 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 production + 7–12 days transit). We’ll email you a 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 production starts. After production begins, the order can’t be cancelled. Because every pair is made to order, 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?
Nothing. Every order ships with free standard tracked shipping — no minimums, no codes, no surprises at checkout. The price you see is the price you pay.
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 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 production 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?
Our sneakers, boots, sandals, slippers and clogs are made from canvas, nylon, rubber and similar materials, chosen to hold our house-original all-over graphic prints. Exact materials vary by style — you’ll find the details on each product page.
How do I care for my HEATSHABU footwear?
Spot-clean with mild soap and cold water, then air-dry. Do not machine-wash or tumble-dry — this can damage the print and the materials. A little care goes a long way in keeping your graphics sharp.
Returns & Refunds
Can I return my shoes if I just change my mind?
Because every pair is custom-made to order specifically for you, 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. This is a normal policy for custom, made-to-order footwear. 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 production starts.
What if my item arrives defective, damaged, or wrong?
We’ll make it right, free. If your order arrives defective, misprinted, 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 production, 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?
No. As a Montana-based business, we don’t charge sales tax on any order. The price shown on the product page is exactly what you pay.
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.