Frequently Asked Questions

Our success has been from providing excellent customer service!

Here are some of the basic questions regarding our online and physical store operations. Please feel free to contact us should you require further information.

How accurate is your online inventory? (ONLINE INVENTORY POLICY)

Tonyshoes.com maintains and updates its online inventory daily. Since the same inventory is also shared with our physical store in Montreal, the online stock is not always 100% accurate. The automatic email confirmation of your order is only an initial sales confirmation. Although we stock a significant inventory, occasionally you might not find your size.

Your order will ONLY be fully confirmed and processed upon actual stock verification by our staff. Your credit card will NOT be charged when your ordered products are no longer available upon verification. You will be notified via phone or email regarding your order status.

Can I order from your site and if so how? (SHIPPING POLICY)

Anyone residing within Canada and the United States can purchase and receive our goods through the website using an authorized credit card or a Paypal-confirmed account. Shipping is F.O.B. Montreal by CanadaPost.

FREE SHIPPING IN CANADA OVER $125.00!

Free Shipping applies to regular priced items only and therefore sale items over $125.00 CANNOT be shipped for free. Free shipping is via standard ground Canadapost.

SHIPPING IN CANADA (1-5 business days)

  • 1 pair: $12.00CAD plus taxes
  • 2 pairs: $18.00CAD plus taxes
  • 3 pairs: $24.00CAD plus taxes

 

SHIPPING TO THE USA (5-10 business days)

  • 1 pair: $20.00CAD plus taxes
  • 2 pairs: $30.00CAD plus taxes
  • 3 pairs: $35.00CAD plus taxes

 

INTERNATIONAL SHIPPING (OUTSIDE NORTH AMERICA)

Our system does not automatically calculate international shipping rate. We will contact you for the final shipping rate.

This price INCLUDES handling. Please write in the Comments box any requests in shipping so we can make arrangements. Orders made by 2:30PM Eastern Standard Time will be shipped out same day, provided the customer information has been verified first.

If this is the case, send us an E-mail asking us if we can special order your shoes for you!

What are your hours of operation and how can I contact you?

Our store hours are:
Monday to Friday from 8:00 A.M. to 6:00 P.M. EST
Saturday from 8:00 A.M. to 5:00 P.M. EST
Sunday from 11:00 A.M to 4:00 P.M.

Our customer service (online) hours are:
Monday to Friday from 8:30 A.M. to 5:00 P.M. EST
Fax: 1-(514)-935-5792
Toll Free: 1-888-48-TONYS

Does Tony Shoes ship internationally?

Tony Shoes is able to ship internationally as long as we are able to verify the payment information with a financial institution. We will also accept alternate method of payment such as a Money Order. The cost of shipping and handling is $75CAD.

Why does my shipping address needs to be verified?

Address verification is a precautionary measure Tonyshoes.com performs to ensure your safety and deter fraudulent activity. The nature of online shopping does not permit us to request a traditional form of identification, such as a driver's license, like a standard brick & mortar store.

We instead conduct address verification through your credit/debit card issuer to confirm your identify and verify the validity of your purchase, ultimately protecting your credit and privacy.

If you wish to ship to an address other than your billing address, please contact your issuing bank and have your shipping destination added as an authorized alternate ship-to address in the record/memo field. We will contact your bank using the bank number you have provided to verify this information after you've placed an order. Please allow an extra day to verify any alternate ship-to address.

Both your billing and shipping addresses must be verified before an order will ship. If you encounter any trouble when attempting to add an alternate shipping address, let the card issuer know that you are placing an online order and that the retailer must verify your personal information before shipment to eliminate the possibility of fraud.

Then, simply give us a call at 1-888-488-6697 to let us know or leave us an email at info@tonyshoes.com and we will re-attempt address verification to complete the processing of your order. Orders with the same billing and shipping address are more likely to ship same-day.

What type of payment do you accept?

We accept VISA and MASTERCARD and PAYPAL.

A credit card order will be processed and delivered immediately upon approval of the card. Orders where the billing information does not match the information of the card issuing bank will immediately be cancelled for security matters. We also accept payments through Paypal. Payments through Paypal can be done with or without a Paypal account. You can simply use your valid credit card and Paypal will do the secure payment processing.

Why does the price of my receipt seem higher than the online price?

If you process your order in American Dollars, then you will notice that your physical invoice and receipt shows a different price. This does NOT mean you are paying a different price.

This is because all physical invoices and receipt packaged with your order are quoted in Canadian Dollars - your credit card company will process this transaction in American Dollars on your billing statement.

What is your return policy?

This return policy applies ONLY on purchases made online. For purchase made at our Greene Avenue Store, please call or visit us.

We will accept returns of unworn, re-sellable, regular price merchandise for exchange or refund, when received by us within fifteen (15) days of the original shipping date to you. All Returns must be pre-authorized. Authorization is available by e-mail, by telephone, or simply by filling out this Return Authorization Form.

Merchandise with manufacturing defects will be replaced or refunded at our option. Freight must be paid, and the merchandise in the original packaging materials. No freight charges are refundable. Products on SALE or part of a promotion are final unless for exceptional circumstances.

What are the size ranges that you carry?

Women’s sizes are available in 4-14 in widths ranging from 4A-4E. Men’s sizes are available in 5-16 in widths B-6E. In children shoes we carry size 17 - 36 European (baby 3 to boys 6) and widths ranging from C to G.

Do you have a catalogue and if so how can I acquire one?

Yes we have a catalogue. We publish it twice a year (spring/summer and fall/winter). Please note that our catalogue only displays some of the season's newest shoes, not our entire selection. You can send your mailing information via email to receive one. Just click on the contact us link and fill out the form.

Can you sell wholesale?

No we do not sell wholesale to another store under any circumstances.

Can I make a special request or special order?

Yes you can make a special request or special to Tony Shoes by sending an E-mail or by telephone. This applies especially to shoes you may have seen in the past on our website but are no longer visible. Please note that special order products are not returnable. You must be sure of the brand, size, color, and style of the footwear prior to placing a special order.