Frequently Asked Questions

 

  • General

  • Order Inquiry

    • How can I cancel or modify an order?
    • Why was my order canceled?
      We randomly and routinely perform audit checks to verify order information in an effort to maintain high security standards for the protection of our customers. This may be why your order was cancelled. It is also possible that your order may have been cancelled if we ran out of stock in an item. In both cases, an email confirmation will be dispatched. For the specific cancellation reason of your order, we ask that the billing customer of the purchase call us at 1-800-969-7500.
    • What payment methods do you accept?
      We accept Visa, MasterCard, American Express and Discover credit cards, as well as debit cards issued by Canadian banks and Famous Footwear gift cards. We cannot accept cash, checks or money orders.
    • Can I use multiple payment methods when placing an order?
      We are unable to accept payment with more than one credit/debit card; however, you can redeem a Famous Footwear gift card along with one credit card as payment.
    • Was my order placed?
      • If your order was successfully submitted, an email confirmation will be sent to you or you would have been provided with an order confirmation screen just after hitting the submit button (during the placement of your purchase).

      • If you've not received an order number from us, or you think you have missed the order confirmation email, please call us at 1-800-969-7500 so we may search for your order.
    • How do I update my billing or shipping information for future orders?

      To update your address, please follow the directions below:

       

      1. Sign in to your account on the Famous Footwear website to get to your Account page. Select “Addresses” to update your addresses. Here you can add, edit, or delete your shipping and billing address(es) as needed. When you're done, click "Save Changes.”

      2. Call us at 1‐888‐869-1053, or click here to email us. Please be sure to provide your member number, address, the name currently on your account, and the applicable information you would like to change.

       

  • Returns

    • What is your return policy?
    • How can I return a Home Delivery or Online order?

      You have the option of returning your Online or Home Delivery purchase to any Famous Footwear store, or by mail.

       

      In Store:

      If you find yourself not liking the style or fit, or simply change your mind, come back to see us. No box? No receipt? No problem! We’re happy to look up your receipt with the credit/debit card used for the original purchase or by using your FAMOUSLY YOU REWARDS® account. If we can’t look up your original receipt, we’ll issue a refund in the form of store credit at the current selling price. There is no stocking fee for returns or exchanges. We reserve the right to limit or deny returns or exchanges regardless of receipt.*

       

      *Note: We may collect information from you to help manage our return/exchange process, to assist in protecting against malicious, deceptive, fraudulent, or illegal activity, and to help manage our relationship with you.

       

       

      Via Mail:

      Famous Footwear offers $10 flat-rate shipping for returns by mail. You can print this pre-paid return shipping label and we'll deduct a return processing fee of $10 upon receipt of your return.

       

      If you would like to make a return by mail, please follow these steps:

      • Click here to get your return label and packing slip.
      • Re-package your order and place the packing slip inside the box.
      • Affix the return shipping label to the outside of the box.
      • Upon receipt of your return, we'll deduct a return processing fee of $10 from your return order refund.

       

      Please Note:
      We only process returns at FamousFootwear.ca if your purchase was made at FamousFootwear.ca or shipped to your home. (In-store purchases cannot be mailed for refund and may be returned to any Famous Footwear store.) Exchanges are only available in stores.

    • How long does it take to process a return?
      Most returns are processed within 10 business days after receipt at our warehouse. An email message will be sent to you once your return is processed.
    • When will my credit post?
      • Most returns are processed within 10 business days after receipt at our warehouse. An email message will be sent to you once your return is processed.


      • Note: Once we've initiated the credit for your online order's return, the actual date that the refund will post to your account is in accordance with your financial institution's procedures. Depending on the credit card company, it may take an additional 2-10 business days after the credit is applied for it to post.
  • FAMOUSLY YOU REWARDS®

    • I want to join the celebration. How do I register to become a FAMOUSLY YOU REWARDS member?
    • How do I earn points?

      As a FAMOUSLY YOU REWARDS member, you earn points every time you shop.

      • STAR members earn 1 point for every $1 spent.
      • SUPERSTAR members earn 50% more points than STAR members with 1.5 points per $1.

       

      $5 Reward Cash = 100 points, and you can earn up to $250 a year!

       

    • How do I turn my points into Reward Cash?

      It’s easy!

       

      The Reward Cash you earn will be sent to you automatically by mail or email approximately five times per year.

       

      But you don’t have to wait. If you want to turn your points into Reward Cash at any other time, you can:

      1. Ask a store associate at checkout
      2. Sign in to Your Account on famous.ca to apply at cart or checkout

       

      Online at famous.ca:

      1. Sign in to your account on famous.ca
      2. On your dashboard, select “Create Reward Cash”
      3. To redeem your points for Reward Cash, select “Create”
      4. Reward Cash will display the amount and expiration date

       

      To redeem, tap or click on the Reward Cash you want to use and apply it to your cart. Or, when shopping in-store, simply show your Reward Cash to the store associate (printed out or on your phone)

    • How do I use Reward Cash?

      To spend your Reward Cash, simply present it at the time of purchase and use it before it expires. You can use Reward Cash any way you shop — online or in-store.

       

      When shopping at famous.ca, be sure you are signed into your account. Then tap or click on the Reward Cash you want to use and apply it to your cart.

       

      At your store, simply show your Reward Cash to the store associate (printed out or on your phone) or ask them to create it for you at checkout.

       

      Reward Cash is extra special, so it may not be redeemed for cash or any other form of credit. It can be used to purchase almost anything online or in the store but may not be used to purchase gift cards.

    • When is Reward Cash issued for my points?

      The Reward Cash you earn (and a summary of your account) will be sent to you by mail or email seasonally, five times per year.

       

      All the points you accumulated approximately two months prior to the creation date will be converted to Reward Cash. Yay! These points are deducted from your account, so don’t be surprised. A maximum of $75 Reward Cash will be created per period.

       

      Want your Reward Cash sooner? Great news! You can redeem points for Reward Cash any time. There are two easy ways:

       

      1. Ask a store associate at checkout
      2. Sign in to Your Account on famous.ca to apply at cart or checkout
    • What happens if my Reward Cash expires?
      Don’t let that happen. Be sure to shop with your Reward Cash before it expires. You earned it! The expiration date will be on the Reward Cash when it is issued. If you don’t use your Reward Cash before it expires, the points will not be redeposited back into your account, and the Reward Cash cannot be reissued.
    • Can members earn bonus points?

      Absolutely! STAR members earn 1 point for every $1 spent. SUPERSTAR members earn 1.5 points per $1 spent. It adds up fast. Members also have the opportunity to earn bonus points in a few different ways:

       

      1. Extras When You Want: As a special thank you, FAMOUSLY YOU REWARDS members are gifted one Extra 2X Bonus Points Day promotion. As an extra special thank you, SUPERSTAR members are also gifted an Extra 3X Bonus Points Day. When you redeem them, 2X and 3X Bonus Points Days are good for the whole day, so start early and keep shopping.

      2. Reach SUPERSTAR: Get 25 bonus points when you spend $200 or more in a rolling 12-month period. (Plus, you’ll enjoy all the SUPERSTAR perks!)

      3. For Your Birthday: Celebrate with 2X points per dollar on all purchases during your birthday month.

      4. Earn 50 bonus points when you order online and pick up in store with Famously Fast Pickup.

      5. Product Reviews: Earn 25 bonus points for reviewing your purchase (up to a maximum of 250 bonus points per calendar year). We love hearing from you!

      6. First Online Order (Limited Time): Earn 50 bonus points for your first online order — again, that’s halfway to $5 Reward Cash!

       

      See more details in our Terms and Conditions and Exclusions.

       

    • When will my bonus points be in my account?

      It’s pretty fast. If you earned bonus points with your purchase, please allow up to 48 hours for the points to appear in your account.

       

      Remember, you may only apply one Extra Bonus Points Day or point multiplier promotion to your transaction at any given time.

    • How do I become a SUPERSTAR member?

      Become a SUPERSTAR and enjoy our best benefits when you spend $200 or more during a rolling 12-month period.

    • What additional benefits do SUPERSTAR members receive?

      SUPERSTAR is awesome — members enjoy all STAR benefits, plus:

      • Faster Rewards: Earn 50% more points than STAR members with 1.5 points per dollar.
      • The Most Birthday Rewards: $10 Birthday Reward Cash — our biggest gift!
      • Extras When You Want: Enjoy an Extra 3X Bonus Points Day to use when you want.
      • Exclusive access to sales.
    • Having trouble applying your discount or can't find your member number?
      We’re here for you. Contact us by phone at 1-888-869-1053, or email us. Click here.
    • How long before I can use my SUPERSTAR benefits?
      Once you spend $200 in a rolling 12-month period, you will become a SUPERSTAR. Congrats! Please allow up to 48 hours for your account to change from STAR to SUPERSTAR.
    • How do I keep my SUPERSTAR benefits?
      Your SUPERSTAR perks are good for a year. To keep them, you must continue to spend $200 or more in a rolling 12-month period. If you don’t, you will still continue to enjoy STAR benefits with FAMOUSLY YOU REWARDS.
    • How do I activate my FAMOUSLY YOU REWARDS EXTRAS?

      As a FAMOUSLY YOU REWARDS member, you receive an Extra BOGO 1/2 Off purchase and a 2X Bonus Points Day to use when you want. SUPERSTAR members also enjoy an Extra 3X Bonus Points Day. Bonus Points Days are good all day long — any day you choose — so give yourself plenty of time to shop!

       

      Your Extras will be added to your account at the start of the calendar year and can be activated any day you choose.

       

      To use your Extras When You Want:

      1. Sign in to your account
      2. Select your "Extra" from the menu at the bottom of the cart page or on the billing page.
      3. Continue to checkout

       

    • What are my birthday benefits and when do I get them?
      Let’s celebrate! As a STAR member, you’ll receive $5 Birthday Reward Cash for your birthday. When you reach SUPERSTAR, you’ll enjoy $10 Birthday Reward Cash — our biggest gift. Plus, all members of FAMOUSLY YOU REWARDS earn 2X points per dollar on all purchases during their birthday month.
    • I need a new membership card. What can I do?

      Good news: FAMOUSLY YOU REWARDS members no longer need membership cards. Just provide your member number to earn points on your purchases.

      To find your member number, you can:

      1. Ask a store associate at checkout.
      2. Sign in to Your Account on famous.ca to apply at cart or checkout.
    • How can I update the personal information on my account like name, address, or email address?

      There are two ways to update your name, address, and email address:

       

      1. Sign in to your account on the Famous Footwear website to get to your Account page. Select "Profile” to update your name, email address, or birthday. Select “Addresses” to update your addresses. Here you can add, edit, or delete your shipping and billing address(es) as needed. When you're done, click "Save Changes.”

      2. Call us at 1‐888‐869-1053, or click here to email us. Please be sure to provide your member number, address, the name currently on your account, and the applicable information you would like to change.
    • I'm currently a member. How can I see my account information online?

      You can view your FAMOUSLY YOU REWARDS account information by signing in to your account. Once signed in, you’ll be taken to your Account page.

       

      If you have a member number from signing up in a store but have not yet entered an email address for your account, click here to finish registering your account.

    • How do I add a missing transaction to my account?

      Don’t worry. You can add both in-store and online transactions to your account. It’s simple!

       

      If you forgot to give your membership information at the time of purchase, sign in to your account and select Register a Purchase. (If you haven't registered your account online yet, click here to finish the registration process.)

       

      If you have any trouble adding a transaction, please call us at 1-800-401-8888.

       

      Please note: We are unable to add transactions made before you joined the program.

       

      For in-store purchases, please wait at least one business day before adding the transaction to your account. For online purchases, please wait until you have received your purchase, as you’ll need information from the packing slip.

       

      If you signed up in a store using your email address, click here to register on famous.ca using the same name email you used in store. For online purchases, please wait until you have received your purchase, as you’ll need information from the packing slip.

    • Having trouble applying your discount?
      We’re here for you. Contact us by phone at 1-888-869-1053, or email us.
    • Have more questions?
      We’d love to help. Call us at 1-888-869-1053, or email us.
  • Stores

    • Can you tell me the hours of operation for a specific store?
    • How can I provide feedback regarding my recent store visit?

      We welcome your feedback regarding your recent store visit. Please contact us. When contacting us about your experience, please be sure to provide the following information:

       

      1. Store location visited (street address, plaza name and city, or store number).
      2. Date of visit.
      3. Name of associate (if known).
      4. Your name.
      5. The best phone number to reach you (should any follow up be needed).
    • How can I track an order I placed in a store?
      You may track a Home Delivery order by visiting our website here, and selecting the first option: "In store" (for home delivery).
    • Do you offer a military discount?

      We are proud to offer a 10% discount to all active, reserve, and retired members of the Canada Armed Forces at Famous Footwear and Famous Footwear Outlet stores.

      A valid active, reserve, or retired government-issued military I.D. card must be presented at the time of purchase.

      This discount is valid only for the active, reserve, or retired military member to whom it is issued.

       

      • The military member to whom the I.D. is issued must be present at the time of purchase.
      • Family members using the member's I.D. card without the member present cannot receive the discount.
      • Military family member I.D. cards are not eligible for the military discount.
      • I.D. cards for civilian employees of the Department of Defense or other agencies are not valid for the military discount.

       

      The military discount is valid on accessories and clearance items, but regular product exclusions apply.

      The military discount cannot be combined with any other coupons (other than a Rewards certificate).

      The military discount is valid in store only. It is not valid online.


WANNA TALK?

We're here to listen.
No matter what you need, we're here to help.

 

CALL US

1-800-969-7500


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Hours of operation:

Mon.-Fri. 9:00 AM - 6:00 PM CT
Sat. 10:00 AM - 5:00 PM CT