HELP
RETURN POLICY
EQLZ will issue a full refund for returns received within 30 days of original purchase. Products must be in new condition. Return postage will be provided by EQLZ. Please email support@eqlz.com to request a return label.
FREQUENTLY ASKED QUESTIONS
PRODUCTS & FIT
● Do EQLZ sneakers run true to size?
Yes, but keep in mind that EQLZ sneakers have a little “wiggle room” built in to accommodate socks. And it’s highly recommended to wear EQLZ sneakers with socks!
● Will my sneakers stretch?
No, they shouldn’t stretch over time or with use. However, our sneakers have been known to shrink a little if left in the hot sun for extended periods of time.
● Are EQLZ sneakers good for flat feet?
Yes, but there is a noticeable (but soft) arch pillow engineered into our footbed.
● Are EQLZ sneakers waterproof?
Yes, they are – perfect to take them to the beach or pool.
● Can you wash EQLZ sneakers?
Yes, but handwashing is the preferred method.
● Do EQLZ sneakers have a fragrance?
Yes, our shoes are infused with fragrance.
RETURNS & EXCHANGES
● How can I return or exchange?
We want you to love our products…If you need to return or exchange your EQLZs, please do so within 30 days of purchase, in new condition. Just email us at support@eqlz.com and we’ll get back to you as soon as possible with a return shipping label as well as answers to any other questions you might have. And we pay for the return shipping:)
ORDERS, SHIPPING & TRACKING
● Can I expedite my order?
Unfortunately we only offer ground shipping at this point. We will be adding expedited shipping options as we grow!
● How do you ship?
We ship in a single cardboard box wrapped in an “EcoEnclose” poly bag, which is 100% recycled and reusable. Standard shipping is ground shipping. Shipping times, within the continental US, range between 2-6 working days. We unfortunately do not offer Saturday deliveries. And typically, orders received by 12 noon PST between Monday and Friday, will ship out the same day. You will receive tracking info as soon as the shipping label is created. However, tracking will not be “live” until the carrier picks up and scans in the package. This usually happens in the evening of the day the order ships.
● What if I want to cancel or change my order?
No problem, we just try to catch it before it ships! Just email support@eqlz.com or call us (805) 555-1212 and we’ll do our best to get everything taken care of immediately.
● Where do you ship from?
We ship from our company warehouse in Santa Barbara, CA.
● How long does shipping take?
Standard shipping is ground shipping. Shipping times, within the continental US, range between 2-6 working days. We unfortunately do not offer Saturday deliveries. And typically, orders received by 12 noon PST between Monday and Friday, will ship out the same day. You will receive tracking info as soon as the shipping label is created. However, tracking will not be “live” until the carrier picks up and scans in the package. This usually happens in the evening of the day the order ships.
PAYMENTS & REFUNDS
● When can I expect my refund?
We will process refunds within 48 hours Monday through Friday. You’ll receive a notification via email as soon as your refund has been processed. Depending upon the method of payment (Paypal, Credit Card, Amazon Pay), the timing varies. We unfortunately have no visibility of when it will hit your account.