Got Questions?
Answers to our most Frequently Asked Questions are Listed Below
Where is my order?
1. Visit our Check Your Order Status page
2. Enter your (order number) & (email address)
3. Click "order information" to view order tracking and details
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Do you offer exchanges?
Due to high volume and dynamic inventory fluctuations, we do not currently offer exchanges through Vans.com. You can return your product and reorder
| Returns only by US Postal Service |
| 1. Pack and seal the product securely in your original Vans box (if possible) or any cardboard shipping box |
| 2. Write your name, return address, and order number on the return shipping label. Order number(s) can be found in your order history at vans.com and in your shipping confirmation email. |
| 3. Attach the prepaid US Postal Service return label to the outside of the return package (make sure to cover or remove any old shipping labels) |
| 4. The package can be picked up by the US Postal Service at your mailbox or dropped off at the Post Office or FedEx Retail location |
| *Please note, due to COVID-19, shipping carriers have reported delays. Please note, returns may take 8-13 business days to be delivered back to our DC to process. We appreciate your patience and understanding. |
| A full refund, excluding shipping charges, will be issued on unworn merchandise within 30 business days to the original form of payment |
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What is your return policy for in-store & vans.com purchases?
New health measures have been implemented in reopened Vans stores. CLICK HERE to learn more.
Refunds are processed based on applicable product and tax charges. Original shipping charges are not refunded.
| Returns only by US Postal Service |
| 1. Pack and seal the product securely in your original Vans box (if possible) or any cardboard shipping box |
| 2. Write your name, return address, and order number on the return shipping label. Order number(s) can be found in your order history at vans.com and in your shipping confirmation email. |
| 3. Attach the prepaid US Postal Service return label to the outside of the return package (make sure to cover or remove any old shipping labels) |
| 4. The package can be picked up by the US Postal Service at your mailbox or dropped off at the Post Office or FedEx Retail location |
| *Please note, due to COVID-19, shipping carriers have reported delays. Please note, returns may take 8-13 business days to be delivered back to our DC to process. We appreciate your patience and understanding. |
| A full refund, excluding shipping charges, will be issued on unworn merchandise within 30 business days to the original form of payment |
| Returns to a VANS Retail Store (not through other retailers such as JCPenney or Journeys) |
| We will gladly process your return for credit or exchange for products purchased at vans.com or at a Vans retail store within 30 days of receipt.* Please bring the following for your return: |
| 1. Receipt or order number |
| 2. Unworn/unwashed merchandise to return |
| 3. Original packaging |
| 4. Return Form (paperwork included with your order) |
| *PayPal, Apple Pay, and Klarna orders returned to a VANS retail store can only be exchanged for an equally priced item or merchandise credit. |
| Returns by Mail for Custom Shoes |
| Please call customer service for Custom returns at (855) 909-8267. Please note, all Custom products with uploaded images or embroidery are not subject for return. |
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What are your shipping policies and time frames?
| Day/Time Order was Placed: | Begins Processing: |
| (Mon - Fri) before 11am PST | same day |
| (Mon - Thurs) after 11am PST | following business day |
| (Friday) after 11am PST | following Monday |
| Weekends & Holidays | DO NOT process over the weekend & holidays |
Note: Orders shipped via USPS may arrive on Saturday (post office discretion), but all other methods of shipment do not offer delivery on Saturday or Sunday. Your items may ship separately, please check your order details.
| Shipping Method | Typical Processing Time | + Shipping Time |
| 3 Day | (24 - 48 hours) | + (3 - 4 business days) |
| 2 Day | (24 - 48 hours) | + (2 - 3 business days) |
| Overnight (next business day) | (24 - 48 hours) | + (1 - 2 business days) |
| Priority Mail (shipping to PO Box or FPO/APO) | (24 - 48 hours) | + (5 - 7 business days) |
| Non-Image Customs* | (N/A) | Available 2 – 3 weeks |
| "Upload Your Own" Customs* | (N/A) | Available 3 – 5 weeks |
| Pro Classic Customs* | (N/A) | Available 2 - 4 weeks |
| ComfyCush Customs* | (N/A) | Available 3 – 4 weeks |
| Custom Backpacks* | (N/A) | Available 3 – 5 weeks |
| "Upload Your Own" Custom Backpacks* | (N/A) | Available 4 – 6 weeks |
*Custom Shoe Orders: Custom shoe orders are not eligible for shipment to a P.O. Box or FPO/APO address. Custom orders are not eligible for expedited delivery.
Legal title to purchased product transfers to the buyer at point of shipment.
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How do I cancel or change my order?
We begin processing your order immediately upon receipt. For this reason, we will not be able to cancel or change your order once you have submitted it. If you decide you do not want the merchandise, you can return your product in-store or by mail.
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What are your current promotions?
For promotions, including in-store and online promotions, check out our FAQ page!
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We have tried to anticipate your questions and address them on our Customer Service page. If you have any questions, specifically on our return policy and/or shipping time frames, please click here.
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