Frequently asked questions

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

Due to high volume and dynamic inventory fluctuations, we do not currently offer exchanges through Vans.ca. You can return your product and reorder or exchange your product in one of our Vans company owned retail stores.

Vans Store exchange policy:

Since 1966, we have stood behind our service philosophy of quality, value, and superior customer service. If you are not satisfied or have simply changed your mind about the product, we will gladly accept your return.

• Items returned with receipt will be refunded using the original tender
• If no receipt is available, we will provide merchandise credit at the current selling value
• Item(s) purchased on Vans.com will be refunded to the card used at the time of purchase
• Pro Shop item(s) that are unused and in their original packaging with tags attached can be exchanged or returned with an original receipt

Refunds are processed based on applicable product and tax charges. Original shipping charges are not refunded.
 

Online Returns

1. Initiate a Return
   If you have an account with us, log into your account and go to your Order History then Order Details to initiate the return process.
   If you purchased as a guest, click on the Order and Return Status link in the footer to initiate a return. Enter your order number and the email address you used on your order to initiate the return process. Once you are on the Order Details you'll be able to initiate the return process.
2. Create and schedule a Return
   To create the return order, you will need to:
   1. Select the item(s) to return
   2. Select the reason for the return
   3. Select the preferred return method
   4. Then submit the return request
3. Return Confirmation Page
   On the return confirmation page, click on the Print Returns Label button. This will generate the label you will need to print to return the item(s).
   You can request as many return labels as needed within the 30 days returns period; after that, you won’t be able to book any further returns.
   Please Contact Us if you do not have access to a printer.
4. Pack Your Return
   Pack the items you would like to return. We encourage you to reuse the bag or box you received for the return in respect for our environment.
   Seal the package securely and attach the return label on the outside of your parcel. 
   Please make sure all old shipping labels, stickers, and other materials have been removed or covered up.
5. Drop the products or hand them to the carrier
   Drop off the package at the selected location within the opening hours.
   OR
   Wait for the carrier pick up at your address.
   Make sure someone is at home when the carrier is scheduled to come to pick up the package.
6. Receive a return confirmation
   You'll receive an email confirmation as soon as your return item/s has been scanned by the carrier and returned to our warehouse.  If the condition of the return is not acceptable, we will return the item to you.
7. Receive your refund
   After your return is complete, your refund will be initiated and a return confirmation email will be sent. It can take up to 2-3 business days depending on your payment method and product eligibility for refund. It takes additional time for your financial institution to make funds available in your account. There will be an additional verification by our warehouse and we'll contact you if we have questions regarding the condition of the item.

Returns to a VANS Retail Store (not through other retailers)

Since 1966, we have stood behind our service philosophy of quality, value, and superior customer service. If you are not satisfied or have simply changed your mind about the product, we will gladly accept your return.

Items returned with receipt will be refunded using the original tender

• If no receipt is available, we will provide merchandise credit at the current selling value
• Item(s) purchased on Vans.ca will be refunded to the card used at the time of purchase
• Pro Shop item(s) that are unused and in their original packaging with tags attached can be exchanged or returned with an original receipt 

Returns by Mail for Custom Shoes
Please note, all Custom products with uploaded images or embroidery are not subject for return.

We accept orders online 24 hours-a-day, seven (7) days a week. Orders entered on Vans.ca will then be processed (pending credit card approval) and shipped out from our Brampton distribution center. Orders are limited to a single shipping address per order and will be shipped via standard or express.
 

*Custom Product Orders: Custom product 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.

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.

We only ship orders within Canada, however we do accept international credits cards for payment. If you are using an international credit card, please be sure to enter the address where your billing statements are received in the billing address fields. You MUST provide a Canadian address for shipping purposes.

Yes; however, please note that Custom products and express shipping are not available to these locations.

Standard

$5 for orders less than $90, free for orders $90 and over.

Express

Orders shipped by express or standard shipping deliver on business days only (Monday through Friday), excluding holidays.

We accept orders online 24 hours-a-day, seven (7) days a week. Orders entered on Vans.ca will then be processed (pending credit card approval) and shipped out from our Brampton distribution center. Orders are limited to a single shipping address per order and will be shipped via standard or express.
 

*Custom Product Orders: Custom product 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.

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

No, if an item you have selected is out of stock, you will not be charged for the out of stock item. We will notify you regarding your updated order status.

Contact customer service and they can manually update your email address.

When you place an order your bank statement will display both a pre-authorization and the final sale. The pre-authorization hold will drop off within a couple days, depending on the policies of your bank.

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.

*Please note, shipping and processing time frames may vary during the holidays. Please review the shipping page during checkout for any holiday time frame updates. 

NO TRADEMARKS OR COPYRIGHTED MATERIAL
You may only submit images that you have the right to use or belongs to you. Do not submit logos, photography, art or others images of celebrities.

Your image can not be insulting, abusive, inciting violence, threatening, intimidating, obscene, inflammatory, sexually explicit, profane, offensive, harassing, derogatory, degrading, defamatory, harmful, discriminatory or unlawful or invasive of another’s privacy.

Your image cannot exceed 10mb, should have a minimum size of 100x100, and should be a jpg and png.

VANS RESERVES THE RIGHT TO REJECT ANY IMAGE. IF YOUR SUBMISSION IS NOT ACCEPTED, YOU WILL RECEIVE A CANCELLATION NOTIFICATION.

All Customs “Add Your Own” products are made just for you and may not be returned.

Review the Full Terms and Conditions.
 

Please call customer service for custom returns at (855) 909-8267. Please note, all Custom products are not subject for return.

Custom shoes can only be created in the colors, patterns, styles, and fabrics that are currently listed on the Custom shoe section of our website. Colorways, fabrics and design options are continuously updated.

Due to high volume and dynamic inventory fluctuations, we do not currently offer exchanges through Vans.ca. You can return your product and reorder or exchange your product in one of our Vans company owned retail stores.

Vans Store exchange policy:

Since 1966, we have stood behind our service philosophy of quality, value, and superior customer service. If you are not satisfied or have simply changed your mind about the product, we will gladly accept your return.

• Items returned with receipt will be refunded using the original tender
• If no receipt is available, we will provide merchandise credit at the current selling value
• Item(s) purchased on Vans.com will be refunded to the card used at the time of purchase
• Pro Shop item(s) that are unused and in their original packaging with tags attached can be exchanged or returned with an original receipt

Refunds are processed based on applicable product and tax charges. Original shipping charges are not refunded.
 

Online Returns

1. Initiate a Return
   If you have an account with us, log into your account and go to your Order History then Order Details to initiate the return process.
   If you purchased as a guest, click on the Order and Return Status link in the footer to initiate a return. Enter your order number and the email address you used on your order to initiate the return process. Once you are on the Order Details you'll be able to initiate the return process.
2. Create and schedule a Return
   To create the return order, you will need to:
   1. Select the item(s) to return
   2. Select the reason for the return
   3. Select the preferred return method
   4. Then submit the return request
3. Return Confirmation Page
   On the return confirmation page, click on the Print Returns Label button. This will generate the label you will need to print to return the item(s).
   You can request as many return labels as needed within the 30 days returns period; after that, you won’t be able to book any further returns.
   Please Contact Us if you do not have access to a printer.
4. Pack Your Return
   Pack the items you would like to return. We encourage you to reuse the bag or box you received for the return in respect for our environment.
   Seal the package securely and attach the return label on the outside of your parcel. 
   Please make sure all old shipping labels, stickers, and other materials have been removed or covered up.
5. Drop the products or hand them to the carrier
   Drop off the package at the selected location within the opening hours.
   OR
   Wait for the carrier pick up at your address.
   Make sure someone is at home when the carrier is scheduled to come to pick up the package.
6. Receive a return confirmation
   You'll receive an email confirmation as soon as your return item/s has been scanned by the carrier and returned to our warehouse.  If the condition of the return is not acceptable, we will return the item to you.
7. Receive your refund
   After your return is complete, your refund will be initiated and a return confirmation email will be sent. It can take up to 2-3 business days depending on your payment method and product eligibility for refund. It takes additional time for your financial institution to make funds available in your account. There will be an additional verification by our warehouse and we'll contact you if we have questions regarding the condition of the item.

Returns to a VANS Retail Store (not through other retailers)

Since 1966, we have stood behind our service philosophy of quality, value, and superior customer service. If you are not satisfied or have simply changed your mind about the product, we will gladly accept your return.

Items returned with receipt will be refunded using the original tender

• If no receipt is available, we will provide merchandise credit at the current selling value
• Item(s) purchased on Vans.ca will be refunded to the card used at the time of purchase
• Pro Shop item(s) that are unused and in their original packaging with tags attached can be exchanged or returned with an original receipt 

Returns by Mail for Custom Shoes
Please note, all Custom products with uploaded images or embroidery are not subject for return.

If you want to reprint your label, please reference your return confirmation email or contact Customer Care.

Vans.ca accepts: Visa, Visa Debit, MasterCard, AMEX, PayPal, and Vans Gift Cards. We do not accept checks, cash, or credit vouchers. All cards that do not participate in the verification process will not be accepted.

Yes, you can buy Vans gift cards online or in any Vans company owned stores (not through other retailers such as JCPenneys).

For more information on gift cards, click here!

After you complete your purchase, please do not discard your used gift card even if there is a zero balance. If you decide to return your item, your refund will be electronically posted to the original form of payment. If you used both a credit card and a Vans gift card(s) to make your purchase, each amount will be credited back to the corresponding form of payment.

Check your gift card balance here.

Gift cards do not expire. If a gift card is dormant or unused for at least 5 years, then the remaining value on the gift card may be escheated based on current applicable state laws.

To find the closest Vans store, click here. To only display Vans owned retail stores, select the "Vans Stores" from the check boxes below the map; otherwise, the results list will display both Vans owned retail stores, as well as all retailers that carry Vans.

To learn more about our community work, please visit our Checkerboard Fund page

Vans has a constitutional obligation to collect sales use tax in those provinces we are licensed to do business. Sales tax is calculated using the address where the product is being shipped.

If for any reason you believe you are exempt from paying sales tax, please contact us and we will assist you with processing your order. Please have all the proper exemption tax information available. Credit cards that do not participate in the verification process will not be accepted.

Our shoes are sized according to the US standard, as measured on a Brannock device (that cold metal thing that you used to stick your foot in when you were growing up).
Please note, by design, our high performance skate shoes tend to fit snug so you may want to select a half size larger. Alternatively, if you have a wide foot, you may purchase one size larger to compensate for the width.

The size conversion from women's to men's shoes is 1.5 sizes down. For example, if you were a size 8 in women's, you'd be a size 6.5 in men's. If you fall below men's 6.5, you would fit into the "Kids" category.

Check out our size charts below: 
Shoe Size Chart: Unisex
Apparel Size Chart: Boys Bottoms
Apparel Size Chart: Boys Tops
Apparel Size Chart: Girls Tops, Dresses & Bottoms
Apparel Size Chart: Little Kids Tops & Bottoms
Apparel Size Chart: Mens Bottoms (XS – XXL)
Apparel Size Chart: Mens Bottoms (Waist Size)
Apparel Size Chart:  Mens Tees & Knit Tops
Apparel Size Chart: Mens & Womens Shirts, Jackets, Fleece & Sweaters
Apparel Size Chart: Womens Tops, Tees, Dresses & Bottoms (XS – XXL)
Apparel Size Chart: Womens Bottoms (Waist Size)

Kids feet grow fast. Really fast. If you need a little help finding the right fit, but don’t have one of those old school metal measuring things from a shoe store, you can try our interactive KIDS SHOES SIZE GUIDE.

If you prefer something more tactile and have a printer handy, we have a PRINTABLE CHART you can try, too.

We have lots of awesome shoelaces to choose from - but what size do you need when you need to replace some worn out favorites, or switching up your style with a new color or pattern? Check out this handy chart below - it'll help you decide your shoelace length when compared to some of our most popular low tops, mid tops, and high tops.
 

Sock Size/Fit Chart:

Snow Socks Size Chart

Contact customer service and they can manually update your email address.

Benefits of registering on Vans.ca:

• Access to track orders
• Review your order history
• Add multiple addresses and payment methods for easy checkout
• Easy-to-share favorites list
• Ability to personalize and manage your profile
• Be the first to know about Vans product news and special promotions

PRODUCTS EXCLUDED FROM ALL PROMOTIONAL OFFERS

Our hours of operation are Monday through Friday: 8:30am - 5:00pm EST.

The Vans Customer Service phone number is (877) 267-5889.

You can also Contact Us via email. In addition, we also have live chat operators available to assist you whenever you see the “Live Chat” button at the top or right side of any page.