An update on shipping:
As the current worldwide situation continues to impact our communities, we may experience some delays beyond normal and beyond our control in getting your packages out to you within our normal estimated timelines. Please refer to the carrier with your tracking number for updates as well once your order has shipped. The shipping carriers are also being delayed and tracking is not updating normally. Due to extremely high volume, production and shipping delays, and the current global pandemic, our current average turnaround time is around 20-40 business days. Thank you for your patience in these challenging times.
GENERAL SHIPPING QUESTIONS:
We thank you for your patience while your items are delivered. Spicy Prints also partners with global merchants and jewelry artisans in order to provide you the best prices and a unique global shopping experience.
WHEN WILL MY ORDER SHIP?
Depending on the item(s) ordered, it typically takes 7-14 business days to hand-make or print each order. Once the item is ready to ship, it will depart our manufacturing facility and check in with the shipping carrier. It depends on your location, but we have seen 14-30 days from time of order to doorstep.
I ORDERED TWO ITEMS, BUT HAVE ONLY RECEIVED ONE. WHERE IS THE OTHER ITEM?
All orders are hand-made and have different manufacturing time frames. Once an item is ready to ship, we ship it. Hence, some orders may arrive sooner than others...
ADJUSTMENTS, CANCELLATIONS & REFUNDS
ADJUSTING YOUR ORDER WITHIN 2 HOURS OF PURCHASE
ADJUSTING SHOE SIZE: If you made a mistake and purchased in the last 2 hours, you can adjust the shoe sizes but you must contact us here and sending us a support ticket with the requested size change.
IMPORTANT: If your normal shoe is size wider or narrower than a regular size shoe, you MUST contact us with-in 2 hours of purchase. We only produce normal width shoes. We will immediately process a refund based on previous customer experience. We apologize for this but this is to minimize returns and refunds. Again, this must occur before we submit your order information to our supplier because we can't make any changes or process any refunds after that.
*Any adjustments without the above information risk not being processed in time.
ADJUSTING YOUR ORDER AFTER 2 HOURS OF PURCHASE
Your order will be submitted to production with 2-12 hours after purchase, and we are unable to adjust it. Our products are all hand-made and printed to order; it allows us to offer unique items at high quality. Please respect that we are not responsible for misplaced orders.
CANCELING YOUR ORDER WITHIN 2 HOURS OF PURCHASE
You can cancel your order within 2 hours of purchase. For us to do so, we require information regarding your order and to contact us here. Thanks in advance!
*Any cancellations without the above information risk not being processed in time.
CANCELING YOUR ORDER AFTER 2 HOURS OF PURCHASE
Our policy is that a customer will not receive a refund if the order is canceled after 2 hours of purchase. Once an order is submitted to our supplier we are billed for the product purchase in the same manner the customer was billed when purchased from us. We incur the cost of purchasing the product and as such are unable to honor a refund request. We can still cancel an order if you do not want it, however, you will not be reimbursed. Please contact us here
Refunds through digital payment processors can take 5-7 days to propagate in your account. When we refund you, you will receive a notification.
PACKAGE WAS RETURNED TO SENDER?
In the event that your package was returned to sender due to a bad address or missed pickup or attempted delivery missed and the package is returned, the customer is responsible for the full re-shipping fee after it has made it back to the origin address if not destroyed by the shipping carrier or lost. No refunds will be given for missed delivery attempts or bad addresses.
HOW DO YOU HANDLE RETURNS AND REPLACEMENTS?
We work very hard to address every customer's concerns. However, we do not stock any of our custom made to order products. We create so many designs and each one currently has up to 27 sizes and styles available and we do not have the capability to store that many shoes. Additionally, we are constantly rotating and retiring designs so it is not financially feasible to maintain an inventory. Size exchange requests that differ by more than 2 sizes from the original size ordered will be considered a customer-input error and will not be eligible for exchange.
- Items worn are considered to be in used condition are not eligible for refunds or exchanges. Once 30 days have elapsed from the receipt of goods, refunds for exchanges or store credit will no longer be accepted.
To best serve our customers and provide a reasonable exchange policy, there are several situations that a customer may request a return and or replacement. Refunds are offered on a limited, case by case basis. Most situations will be resolved with a replacement or store credit.
- After a customer receives their order, if there is a product defect or workmanship issue, after receipt of photographic evidence of the defect, we will promptly order a replacement for the item in question. At our discretion, we will determine whether the customer is required to return the product or not.
- If size is an issue, we will work with the customer to get a replacement shoe ordered for them. We will replace the next shoe up or down from the shoe size ordered (depending on whether the next size is a 1/2 size or full size difference). However, if the replacement size request is more than the next size up or down from what was ordered, we will not provide a replacement.
- There will be no returns or refunds if the customer decides after receiving their order, that they want to return the order for a different design or request a refund because they no longer want what they ordered. Please note that we constantly change designs, therefore we cannot do an exchange for a newer version of a design after purchase.
- If a refund is given for a different reason, your refund will include the price of your item plus any taxes, but will not include original shipping charges. There will also be a restocking fee of 20%.
GENERAL PRODUCT QUESTIONS
ARE YOUR RUNNING SHOES STANDARD SIZING? ARE THERE COMPARABLE BRANDS?
Our running shoes are standard width, and you can use our sizing guide to get an exact heel to toe measurement to compare to our shoe sizes. Our shoes are similar to Free Runs in design, and Sketchers in comfort and our sizes run true to size.
THE COLORS ON THE PRODUCT I RECEIVED ARE NOT WHAT I SEE ON YOUR WEBSITE. WHY IS THAT? CAN I GET A REPLACEMENT OR A REFUND?
The colors shown in our store are as true to the color represented as they can be. There are too many different monitors and computer screens that can and will show variations of the colors that are shown on our store.
If there is any question about a difference of a color from what is shown in our store we will request a photograph of the item in question which will then be sent to our supplier to verify whether the item in question has a product defect or not. If it still can not be determined, the customer can, at their expense, ship the item in question to us for further examination.
If it is determined the color design on the item in question is defective, a replacement shoe will be ordered and the customer will be reimbursed for the cost of the shipping charge. However, if it is determined the design is not defective, the customer will not receive a replacement shoe and will be required to pay for return shipping to send the shoe back to them.
I FOUND OTHER STORES CARRYING SIMILAR PRODUCTS. DO YOU PRICE MATCH?
We can't speak for the other stores carrying similar products... the majority of our designs are original, and unfortunately we do not price match. There are too many ways each store sells their products and when they do their sales or what their shipping costs are for us to be able to realistically match another store’s price. We believe that we set ourselves apart by offering outstanding customer service and that we offer very competitive prices for our customers.
QUESTIONS ABOUT OUR COMPANY:
WHERE ARE YOU LOCATED?
We are based in Ohio. We are currently an internet-based eCommerce business are building an international team, and currently work with designers and product creators from all over the world to bring our customers the most unique designs and products!
WHERE ARE YOUR PRODUCTS MADE/MANUFACTURED?
We use US manufacturers whenever possible. For the limited edition shoes and sportswear, we share a facility in China with a well-known, household brand. We also partner with global merchants and jewelry artisans in order to provide you the best prices and a unique global shopping experience.
CONTACTING OUR SUPPORT TEAM
Please review this FAQ & Shipping page in detail, as most of the support questions are answered there.
Our FAQ page is designed to answer common questions, so our team can focus on more difficult support issues. Our support team thanks you on this matter in advance. If you have a question that wasn’t answered, please contact us by contacting us here and we will be in contact with you.