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Need Help?   1.877.322.1941

Samuel Hubbard Canada

HOW CAN WE HELP YOU?

The Samuel Hubbard Shoe Company wants to have happy, satisfied customers. If you have any issues with your shoes we want to hear from you. Our goal is to ‘make friends one pair at a time’. We also welcome any suggestions you might have on how to improve our products and our service.

Phone GIVE US A CALL. 1 (877) 322-1941

Phone EMAIL US. info@samuelhubbard.ca

ORDER HELP

Want to cancel or change an order?

We’ll do our best, but keep in mind that we want to get your order out as quickly as possible so you and your new shoes can get to know each other better. If it’s within an hour of placing an order, we may be able to change or cancel, so please call us as soon as possible and we’ll see what we can do. Our business hours are 9am – 4:30pm Pacific Time, Monday through Friday, not including holidays. 1 (877) 322-1941 or info@samuelhubbard.ca.

See below for Returns and Exchanges

SIZING

(see our Size Conversion Chart)

Samuel Hubbard shoes are made using the American size scale. Some companies have begun to use the European size scale, but there are fewer sizes in that scale. By using the American size scale, we can achieve a more accurate fit.

European sizes for men run between 41 and 50. American sizes run from size 7 to 16. (Please note that at this time, size 14 is our largest size and is limited to a few styles – see chart below). If your shoes are marked in European sizes, you can use our Size Conversion Chart to find your American size.

PRODUCT AVAILABILITY & PRICING

Normally only shoes and sizes that are available in-stock will show up on this website. In the unlikely event that the product you ordered is not available, Customer Service will contact you to let you know when we can fulfill your order. Then you may choose whether to cancel your order or wait for your Hubbards.

SHIPPING INFORMATION

Samuel Hubbard offers Free Shipping across Canada. At this time, we only ship orders to addresses within Canada.

REFUND POLICY

We want you to be 100% happy with your purchase but if you’re not, see below for return procedures.

All returns must be authorized by SamuelHubbard.ca and be returned with a Return Authorization number provided by SamuelHubbard.ca. Items sent back without proper authorization will be returned at the customer’s expense. Please note that Shipping and Handling charges are not refundable. 

Returns for unworn merchandise:

SamuelHubbard.ca is happy to accept returns on unworn merchandise within 15 days from the original order date. Please note that returns are at the customer’s expense. New, unworn merchandise will be refunded in the same manner it was paid for.

* Please note: Sale items will be credited in the form of a Samuel Hubbard Gift Card. 

* Products must be in the condition you received them and in the original box and/or packaging.

Returns for defective merchandise:

Authorizations will be granted on shoes acknowledged to be defective within 60 days from the date of delivery.  If you feel you have received defective merchandise, please email us immediately at info@samuelhubbard.ca

Our coverage policy on worn items includes our shoes and boots for 60 days from the time of purchase by a customer, and requires an order # or proof of purchase for shoes that we have deemed damaged due to a manufacturing defect. Authorizations will not be granted for problems deemed by SamuelHubbard.ca to be the result of normal wear and tear or abuse of the shoes.

Refused and undeliverable packages:

Packages that are refused by the recipient or are undeliverable due to failure to receive on the recipient's part or incorrectly entered address information will be treated as a return when received by SamuelHubbard.ca, and the customer will be responsible for all associated shipping fees.

If your package is returned to SamuelHubbard.ca due to a failure to receive and you want it re-delivered, contact SamuelHubbard.ca customer service at info@samuelhubbard.ca. You will be responsible for all associated shipping fees, including outbound shipping for the second attempt.

How to return merchandise:

To return merchandise, please follow these simple steps: 

Please send our customer service team an email at info@samuelhubbard.ca for a return authorization number. In your email please include your order number and reason for returning. Complete the Return Form and include it with a copy of your Packing List (both sent with your order) and the merchandise in the original shipping carton.

Once approved, you will be asked to mail the product back at your own cost, unless deemed a manufacturer defect, via Canada Post with a tracking number. Package must be clearly marked with return authorization number provide by SamuelHubbard.ca: 

SamuelHubbard.ca

c/o Global Shoe Connection
12391 No 5 Road
Richmond, BC
Canada, V7A 4E9

Products must be in the condition you received them and in the original box and/or packaging. Please do not write directly on the shoe box and include all materials found inside the box. Once your return is received, inspected and approved your refund will be processed. A credit will be automatically applied for the amount of the merchandise back to your original method of payment, please allow up to 15 business days for your credit to be processed.

Please note: SamuelHubbard.ca is not responsible for packages lost in transit. Our warehouse does not accept "Walk in" returns. Your return will be refused if you visit our warehouse to drop off a return.

For exchanges, we recommend placing a new order to expedite your purchase. We will process your return as above. 

How do I go about exchanging my merchandise?

At this time we do not process exchanges. If you would like to return an item for an exchange, please follow the return instructions and then place a new order on-line.

In the event that wish to cancel your order within 24 hours after placing it, please contact Samuel Hubbard.ca directly at 1-877-322-1941.

PAYMENT INFORMATION

You can pay for items in your shopping cart using VISA, MasterCard, AMEX or other credit cards in addition to PayPal. Once your order is completed we will obtain credit card authorization for the full amount of your order. Only after an order has been shipped will funds be withdrawn from your account. If an item is unavailable to ship immediately, the amount authorized for that item will be released within 48 hours.

SHOE CARE

Nubuck and Suede Shoes

The trick with these types of leathers is to treat them periodically with a waterproof and/or stain resistant spray. We recommend Scotchguard.

This will help to keep stains off the leather in the first place. Spraying your shoes every three to four months is recommended. Some people like the weathered look of some of our leathers just as they like the look of an old, favorite pair of blue jeans. This is a matter of personal choice.

By the way, when you spray these sealers on nubuck or suede the leather may appear to be darker, but this should go away after the shoes have dried for 24 hours. If you have a product you have not tried before, it is best to test it on the tongue area under the laces or some less prominent part of the shoe.

If you happen to get a stain on your shoes (especially oil or grease) try to blot with whatever absorbent material is handy. Sooner is better as the stain may sink in. Do NOT use water as it might cause the stain to set.

When you get home sprinkle the stain with baby powder or any kind of talcum or chalk. DO NOT rub it in, but simply let it sit on the surface. Let it sit overnight and then lightly brush it off in the morning. Then you can use a nubuck/suede brush or any stiff brush such as a nail brush will do.

If there is still a stain you can try using a commercial degreaser. If this leaves the stained area lighter, you might consider applying the baby powder and degreaser across the whole shoe.

Another technique is to use an abrasive cleaning eraser, used just as you would use a gum eraser on paper. It is a good idea to finish the cleaning with the nubuck/suede stiff brush.



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