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Placing an Order
How do I place an order?
Add items to your shopping cart and follow the checkout process.
Do you ship to PO Boxes?
Yes! We ship to PO Boxes.
Are there any shipping costs?
No! We offer shipping ground shipping on all orders.
What happens when an item is out of stock?
We do our best to keep items in stock, but cannot always predict when an item will become highly sought after or when a shipment to our warehouse will be delayed.
If an item is out of stock, you will not be able to add it to your cart.
Is my information secure?
All of your transactions are protected by SSL encryption software. This encrypts your credit card number so it cannot be read as the information travels over the internet. This industry standard is the best software available today for secure commerce transactions.
For more information, please see our Privacy Policy.
Can I change or cancel an order?
We'll try our best, but keep in mind we want to get your order out as quickly as possible. If you call within an hour of placing an order, we may be able to cancel it so please call us as soon as possible. Our Customer Service Representatives are available Monday through Friday between 8:30 am - 4:00 pm EST. 1-866-512-4422
Shipping
How long does it take to receive my order?
All orders are shipped via Canada Post. Orders are shipped Monday through Friday, excluding holidays.
Note: Processing time can take 1-2 business days before orders are shipped.
How do I know if my order shipped?
As soon as your order is on its way, we’ll email a shipping confirmation. The email address you provide is the one we use for any order updates.
Where are orders shipped from?
Orders will ship from our warehouse in Laval, Quebec.
What happens if I don’t get my order when I expected to receive it?
Most orders are received within 5-10 business days from the time they ship. There can be exceptions due to unexpected weather conditions or other unforeseen events. We ask that you allow up to a total of 10 business days for delivery from the time you receive your shipping confirmation. If you still haven’t received your order, we’ll help track it down and make sure that you get your order as quickly as possible. Contact Customer Service at info@samuelhubbard.ca or call us at 1-866-512-4422. Our Customer Service Representatives are available Monday through Friday between 8:30 am - 4:00 pm EST.
How do I track my order?
Your shipping confirmation email includes a tracking number for the order along with a clickable Canada Post link. To review the status of your order, click the Canada Post link in the email. If you still need assistance please contact Customer Service at info@samuelhubbard.ca or call us at 1-866-512-4422. Our Customer Service Representatives are available Monday through Friday between 8:30 am - 4:00 pm EST.
What are my shipping options?
All orders are shipped via Canada Post. Orders are shipped Monday through Friday, excluding holidays.
Returns & Exchanges
What is the Samuel Hubbard return policy?
At Samuel Hubbard we offer a Happiness Guarantee because your satisfaction is our number one priority! Try out your new shoes for 30 days. If they don't make you smile, simply return them for a refund—no questions asked. We’ll even cover the return shipping for those pristine, unworn shoes.
To be eligible for refund/credit, footwear must be returned unworn in its pristine original condition and packaging. All packages, including original cartons, must be unmarked and not defaced in any manner.
After inspecting your return, we will issue a credit (including any applicable sales tax) to the original form of payment used. You will receive an e-mail confirmation once we have processed your return. Please allow 2-3 weeks for the processing of your refund.
Due to the unique nature of our business and related matters of hygiene, worn footwear may not be returned except in the unlikely event of a defect in product quality, construction or workmanship. Damage resulting from normal wear and tear is not a manufacturing defect.
How do I return a product?
Every customer wishing to return an item will receive a Canada Post return label (included with your order), you will not have to pay anything at the post office.
HOW TO RETURN AN ITEM BY MAIL.
When shipping the item back via Canada Post the item must be in the original shoe box with a copy of your invoice. Shoe box must be enclosed in a protective shipping carton. If return specifications are not met, we will not be able to properly process your return.
In the event of a defective item, contact us at info@samuelhubbard.ca or call us 1-866-512-4422.
Package your return securely, enclose any forms you received and attach the pre-printed return label (included with your order).
Take your return to a Canada Post location closest to you. That's it!
Need more information? Write to us at info@samuelhubbard.ca or call us at 1-866-512-4422.
How can I make an exchange?
We currently do not offer an exchange option. Please return the original item and place a new order.
For more info or for assistance, write to us at info@samuelhubbard.ca or call us at 1-866-512-4422 weekdays from 08:30am to 4:30pm Eastern Time.
What if I purchased my shoes at a retail store?
Please contact the retail store or website where the purchase was made for a refund.
What if I have a problem with my order?
We make every effort to ensure that your order is correct and arrives in excellent condition. Every packed order is inspected for accuracy by our experienced warehouse staff. If you do find an error, please contact us immediately via email at info@samuelhubbard.ca or call us at 1-866-512-4422. Our Customer Service Representatives are available Monday through Friday between 8:30 am - 4:00 pm EST.
Sizing
What size should I buy?
If you are not sure what size you wear, we recommend that you print out and use the appropriate Foot Measuring Tool below. Print out the measuring tool and piece the two pages together using the alignment arrows. You can also carefully trace your foot on paper and look up your size on the same chart in either inches or centimeters. Make sure you are standing, wearing the socks you will wear with your new shoes. Finding your size is explained on the tool itself.
Print at 100% actual size. Do not use "fit to page".
This is useful to do because then you will know what size you really should wear. Because many shoe stores don't carry wide widths they encourage people to buy a longer shoe to make room for what is actually a wider foot and not a longer foot. When these people measure their feet and then order one of our wide shoes they often find that they have the right fit for the first time.
What widths do you offer?
Our men's shoes are available in Medium (D) width, Wide (EE) width, and in select styles Extra Wide (EEEE) width.
And our women’s shoes are available in Medium (B) width, and in select styles Wide (C) width.
Are your shoes made using the American size scale?
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 scale, we can achieve a more accurate fit. If your current footwear is marked in European sizes and you are unsure of your American size, please use the Foot Measuring Tools above.
Do your shoes run true to size?
Our sizing corresponds to the Brannock device (the measuring device used in most shoe stores).
Shoe Care
How do I care for full grain leather?
- Wipe with a soft, damp cloth to remove dirt and dust.
- Apply a leather conditioner to keep the leather supple and moisturized.
- Store in a cool, dry place away from direct sunlight and moisture.
How do I care for Nubuck and Suede Leather?
The difference between suede and nubuck is in the manufacturing process. Nubuck is created by a process of brushing/sanding the outside of leather to roughen the surface; suede on the other hand, is where the inside of the leather is brushed/sanded. The result is that nubuck is tougher and more resilient to stains and scuffs.
We recommend that you spray your new shoes with a waterproofing/stain repellant product to boost the stain repellants that we apply in the factory. This will help to keep stains off the leather in the first place. Spraying your shoes every three to four months is recommended.
How do I get stains off Nubuck and Suede Leather?
Everyday dirt can be removed with a small brush, either a natural gum latex or a fine wire brush. Another approach is to use simple hand soap and water on a facecloth or sponge and wash the upper leather. After washing it is best to allow the shoes to dry in the air. It is never recommended to use heat to dry leather as it tends to stiffen the leather.
Oil stains on nubuck and suede are stubborn and are difficult to remove. 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 may cause the stain to set. 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.
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 entire shoe.
Another technique is to use an abrasive cleaning eraser, 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.
How do I care for Saddle Tan Waxhide?
The leather in these shoes is called oil-tanned, pull-up leather. The leather is impregnated with oils when it is tanned, producing a leather that is extremely strong and with certain waterproof characteristics, although it is not technically waterproof.
Over time the oil in the leather will work its way to the surface and you will notice that the shoes tend to get darker in color, except in the creases caused by flexing. Also, a scratch on the surface will leave a lighter area. Some people call this a "distressed look" and think of it as rugged and real looking. If you prefer to smooth out the coloration of the shoe to a more uniform appearance, we suggest using a brush.
Can Samuel Hubbard shoes be resoled?
Yes, many Samuel Hubbard shoes are constructed so that they can be beautifully resoled.
Where are your shoes made?
Our shoes are meticulously handcrafted Portugal and Brazil. Our soles come from the Vibram company in Italy. We use only the finest European leathers and materials, and strive to perfect every detail. The tanneries that we buy from comply with the European environmental standards called the REACH norms.
Marketing + Catalog
How can I receive your catalog?
You can view the online version of our latest catalog here.
I no longer want to receive your email newsletters. Can you remove me from your email list?
The quickest way to be removed from our email newsletter list is to click the "unsubscribe from this list" link at the very bottom of the email we sent you. This is an instant, one-click unsubscribe. You will no longer receive newsletter emails from us.
If you don't have the newsletter email and are unable to click the unsubscribe link, we can manually remove you from our email list. Please contact us at info@samuelhubbard.ca or call us at 1-866-512-4422. Our Customer Service Representatives are available Monday through Friday between 8:30 am - 4:00 pm EST.