STORE POLICY

All sales are final unless the item is defective or damaged upon arrival. Please read the following carefully before placing an order.

Damaged or Defective Items
If an item arrives damaged or defective, please contact us within 7 days of delivery and provide a photo of the item. We will work with you to arrange a replacement or refund.

Return / Exchange for Shoes
We do not offer direct exchanges. If you would like to exchange your shoes, please return them for store credit and then place a new order for the desired pair.

To return your shoes:

• Contact us first: Email info@hightidestoredtla.com with your order #, name, and email address to receive return instructions. (Returns must be requested within 7 days of the delivery date.)
• Return methods: You can return your shoes by mail or in-person at our DTLA location.
• Shipping costs: The original shipping cost is non-refundable, and you are responsible for the return shipping.
• Condition: Upon receipt and inspection confirming that both the item and packaging are in their original condition, we will issue a store credit.

This policy applies only to shoes. All other items are final sale unless defective or damaged.

 

Pick Up Order
You will receive an email notification once your order is marked as “Pick Up Ready.” Please pick up your order within 14 days of receiving this notification email. Orders that are not picked up within 14 days will be canceled and refunded to the original payment method.

 

Shipment Responsibility & Loss/Theft After Shipment
Once an order has been shipped and is in the hands of the shipping carrier (e.g., USPS), we are not responsible for any loss, theft, or delivery issues that occur during transit. Refunds or reshipments cannot be issued for packages lost or stolen after shipment.

Shipping Protection – Route Insurance
If you are concerned about potential shipping issues, we strongly recommend purchasing Route Shipping Insurance at checkout. Route provides protection in case your package is lost, stolen, or damaged during shipping. The cost is calculated based on the subtotal of the order.
For filing a claim with Route, click here.
Here's a FAQ page if you have further questions and concerns about Route.

USPS “Delivered” Status
In some cases, USPS may mark a package as “Delivered” even though it has not yet arrived. If this happens, please contact your local post office first for updates.

Inventory
Please note that there is a chance that items you order may be out of stock. We apologize for any inconvenience this may cause.

Contact Us
Please call us at 213.935.8135 or email us at  info@hightidestoredtla.com if you have any questions or concerns.