Frequently Asked Questions (FAQs)

Last Updated: 12-10-2025

Welcome to the Wiz Shoe Help Center. We’ve gathered answers to our most common customer inquiries to provide you with immediate assistance. If your question isn’t answered here, please don’t hesitate to contact our support team.

About Our Business & Products

1. What is Wiz Shoe’s business model?

We are a curated online footwear retailer based in Cerritos, California. To bring you a wide and diverse collection, we have established a strategic partnership with specialized fulfillment centers located across the United States. This allows us to focus on selecting great styles while our partners handle warehousing and shipping.

2. Where will my order be shipped from?

Your order will be shipped directly from one of our U.S.-based partner warehouses, not from our corporate address in California. This model ensures efficient and reliable delivery.

3. How can I ensure I order the correct size?

Fit can vary between styles. We provide a detailed Size Chart on every product page. We strongly advise you to measure your feet and compare them to the chart before purchasing. This is the single best way to ensure your new shoes fit perfectly.

Payments & Security

4. What payment methods do you accept?

We offer secure checkout through two of the world’s most trusted payment gateways: Stripe (for all major credit cards like Visa, Mastercard, and American Express) and PayPal.

5. Is my payment information secure on your site?

Yes, 100%. Your security is our top priority. Our entire site is SSL-encrypted, and we partner with Stripe and PayPal, who are fully PCI-compliant. A core part of our security is that we never see or store your full credit card details.

6. When will I actually be charged for my order?

When you place an order, a temporary authorization hold is placed on your card to verify funds. We only finalize the charge after your order is confirmed and has been sent to our fulfillment partner for processing. For more details, see our Payment Policy.

Ordering & Shipping Information

7. What is the total delivery timeline for an order?

You can expect to receive your order in approximately 7-11 business days. This timeline is composed of two distinct stages:

  • Order Processing (2-4 business days): The time our fulfillment partner takes to pick, inspect, and package your order.

  • Shipping Transit (5-7 business days): The time USPS takes to deliver the package to you.

For more details, please see our Shipping Policy.

8. What are your shipping costs?

We offer a simple flat-rate fee of $7.99 for all orders under $199. If your order total is $199 or more, shipping is on us!

9. Can I make changes to my order after it’s been placed?

You have a 12-hour window from the time of purchase to request a modification or cancellation. After this period, your order is automatically transmitted to our fulfillment partner for processing and can no longer be altered. Please email us immediately for any urgent requests.

Returns & Customer Support

10. Is it possible to return my order?

Yes. We offer a 30-day return window from the date of delivery for items that are in brand new, unworn condition. We want you to be confident in your purchase.

11. What is the most critical step to initiate a return?

You must email us first at contact@wizshoellc.com to obtain a Return Authorization. Because we work with different fulfillment centers, we need to provide you with the correct return address for your specific item. We cannot process returns sent back without prior authorization.

12. What condition is required for a returned pair of shoes?

To be eligible for a full refund, the shoes must be in brand new, resalable condition. This means they should only have been tried on indoors on a soft surface and must be free of any scuffs, dirt, or signs of wear. They must also be returned in their original, undamaged shoebox.

13. Who is responsible for the cost of return shipping?

This depends on the reason for the return:

  • If the error was on our end (e.g., a defective or incorrect item was sent), we will cover 100% of the return shipping cost.

  • For all other reasons (e.g., the shoes didn’t fit as expected or you changed your mind), the customer is responsible for the return shipping fees.

14. How do exchanges work?

We do not offer direct exchanges. The most efficient method is to return your original item for a full refund and place a new order for the desired size or style.

15. Who can I contact for help?

Website wizshoellc.com is owned and operated by Wiz Shoe LLC

Company Name: Wiz Shoe LLC

Company Number: 202104710357

Business Address: 11345 183rd St, Cerritos, CA 90703, United States

Email: contact@wizshoellc.com

Phone: +1 (562) 402-7207

Contact Form: Click here

Business Hours: Our customer support team is available Monday through Friday, from 8:00 AM to 6:00 PM (Pacific Time, PT), ready to assist you promptly with any inquiries.

Response Time: We aim to respond to all customer inquiries within 1 Business day, ensuring you receive timely, reliable, and professional assistance.