You've got questions.

We've got answers!

Where is my order?

Once we have shipped your order, you will receive a shipping confirmation email with a tracking number. You can use this to track your order until it arrives at your doorstep! Orders can also be tracked via the Shop mobile app.

How do I change or cancel my order?

Please contact customer support as soon as possible. If the product has already shipped, you will have to wait to receive the product and then initiate a return or exchange. Please note, all clearance items are final sale.

I did not receive an order confirmation email or I made an error in my shipping info.

Please contact customer support. We are happy to assist you!

Why am I seeing two different prices from browsing to checkout?

Sole Freedom is a Canadian company and therefore our website defaults to CA$. Please select your local currency from the top right corner of our homepage.

Will I pay import duties or fees when ordering from Sole Freedom Canada?

US Customers: There are no import duties on personal goods entering the USA from Canada up to $800.00USD.

International Customers: Sole Freedom ships international products Delivered Duty Unpaid (DDU). Please use an online Import Duties and Taxes calculator to find out how much your purchase will incur. Sole Freedom does not refund duties, taxes, or any other extra fees which your local customs authority deem appropriate. Please contact your local customs office to issue a refund for these fees.

Where do you ship to?

We offer domestic and international shipping.

What are your shipping policies and time frames?

Orders dispatch from our Ottawa headquarters every Tuesday, Thursday, and Friday. Cut off is 12PM on the previous day for your order to be shipped on the next shipping day. Orders do not ship over the weekend. 

Orders placed after 12PM on Friday and over the weekend are a priority for us come Monday and we see to getting those orders shipped as soon as possible.

Which days do you offer delivery?

Please use your tracking information to find out when our carriers deliver.

How much does shipping cost?

We offer free FedEx ground shipping for orders over $150 CAD to Canada and USA only. Shipping will otherwise be calculated at checkout.

What is your return policy?

You have 60 days to return an item for a full refund of the purchase price, minus shipping and handling. The item must be in new condition, meaning no dirt, no smell, and no sign of outdoor wear and tear-- if you would not be happy receiving the item as new, then we cannot accept the item as a return. All clearance items are final sale.

Please follow this link to our returns portal.

US Customers: Any returns that cross the Canadian border must have proper documentation stating that "the package is a return of goods to Canada". Otherwise we are subject to an import tariff and or brokerage fee to receive them back. In this case any fees will be deducted from the refund of the original purchase.

Return shipments should be sent via USPS. All other services run a strong chance of imposed import duty fees regardless of the declaration.

International Customers: Sole Freedom will not accept or assume responsibility for lost or damaged packages being returned.

I received the wrong product, size, or the product I received is damaged.

Please contact customer support explaining the issue. For damaged goods, please include a photo of the described damage.

When will I receive my refund? / How long will it take to process my refund/item exchange?

Returns are processed within 24-48 hours once the goods have been received and inspected. Once processed, your refund should take 2-3 business days to appear on your bank statement.

Do my shoes have a warranty?

If you feel like something out of the ordinary has occurred with your shoes, please contact customer support with a description of the issue and photos. We'll do our best to find a solution.

Are your shoes in US sizes?

Yes, most shoes found on our site are based on the US size chart. If a shoe is not listed in US sizes, it will be listed in EU and the size chart can be located in the product images, description, or there may be a link to the vendor's size charts.

Are barefoot shoes okay for kids?

Yes! We may be biased, but we firmly believe that the sooner our kids learn about how to take care of their physical bodies, the better. Minimalist footwear can teach us the importance of unrestricted movement for proper bodily alignment which may reduce the likelihood of developing chronic pain conditions. Just as sitting for long periods of time is detrimental to the longevity and mobility of our joints, so too is restricting the dexterity of and blood flow to our feet. Free the toes.

A note on technical footwear for kids and adults: Sport-specific footwear, including cleats, boots, and skates, may not always offer ample width for proper toe splay and foot mobility. In this case, wearing barefoot shoes daily may mitigate any negative long term effects of too-tight footwear. We also recommend using toe spreaders to realign the toes following periods of limited mobility.

Do you have a physical store?

We operate one by-appointment-only location just outside of Ottawa. Appointments are free and are available to book every Monday, Tuesday, and Thursday between 9-5PM and Friday between 10-1PM. We do not offer walk-in store hours at the moment.

Our store address is:

3771 Spratt Rd. Unit #5

Gloucester, ON, CAN K1V 2P3

How do I book, reschedule, or cancel an appointment?

Our booking link can be found here or on our homepage. Appointments are 1 hour, free of charge, and provide you with the undivided attention of one of our fit experts to explore a variety of styles and find the right product(s) to match your needs.

Need to reschedule or cancel your appointment? Please do so from your appointment confirmation email. Follow the Reschedule/Cancel prompts.

Do you sell gift cards?

Yes! Give the gift of happy healthy feet.

Does Sole Freedom have a discount code or hold promotions?

Sole Freedom does not offer discount codes nor seasonal promotions. However, you may shop our clearance section of past-seasons styles. Please note that sizes are limited.

Can you special order a shoe for me?

Found the brand but not the style you were looking for? Drop us a line and we’ll see what we can do for you.