Customer Service FAQs

Frequently Asked Questions

Why won't my promo code work?

Some of our codes are available for in store and online use, while others are only valid for one or the other. (Be sure to check the offer details to verify all redemption info.)

How do I receive free shipping?

Standard shipping is free on any qualifying purchase of $75 or more. The discount is applied automatically to your order at checkout.

What is my Shoe Perks points balance?

Log into your account on shoecarnival.com to check the balance of your Shoe Perks account. If you haven't attached your Shoe Perks membership information to your shoecarnival.com, you can enter it under My Profile within your account. If you haven't created a shoecarnival.com account you can do so by going to Create Account at the top of the page.

How do I find a particular item that I am searching for?

Finding what you are looking for is easy on shoecarnival.com! Just use our search bar at the top of the page. You can enter brand, style, or any keyword to help you find what you're looking for.

I signed up for Shoe Perks in a store. How do I set up my account online?

Go to My Account on shoecarnival.com to create your profile and enter you Shoe Perks membership information to start earning points on all of your purchases!

How do I redeem my Shoe Perks Rewards certificates?

If you have Shoe Perks Rewards certificates that you would like to redeem, be sure to log in to your shoecarnival.com account before or during checkout. If you don't have a shoecarnival.com account, you will need to create one and then enter your Shoe Perks membership information into your profile. Your login information on shoecarnivalrewards.com is not the same as on shoecarnival.com.
Keep in mind that you can use promo codes and rewards certificates on the same order.

How can I check on my order?

You can call 1-800-430-SHOE or email us at customerservice@shoecarnival.com

How much do you charge for shipping online orders?

Type of Delivery Delivery Time Price Carrier
Standard 4-7 Business Days $6.95 USPS Priority Mail
Standard 4-7 Business Days $6.95 USPS APO Priority Mail
2 Day 2 Business Days $12.95 UPS 2 Day Air
1 Day 1 Business Day $22.95 UPS Next Day Air Saver
  • Delivery time is estimated on orders placed before 2 p.m. CST.
  • A $10.00 surcharge per order applies to all orders shipped to Alaska and Hawaii.
  • No additional charges for APO/FPO destinations.
  • $6.95 will be charged for shipping on returns.
  • Orders shipped to Alaska or Hawaii may require an addition 3-5 business days for ground delivery.

Can I return an item that I bought online?

You can return any purchases from www.shoecarnival.com to any one of our store locations, or follow the return instructions online at www.shoecarnival.com/returns to mail your purchase back to the ShoeCarnival.com Returns Center.
Online purchases may be returned or exchanged within 60 days and must be new, unused, and contain all original packaging. We will only accept used items if there is an obvious defect. These items can be returned to the ShoeCarnival.com Returns Center or at one of our retail locations.
Items purchased at a Shoe Carnival retail store may not be returned to our ShoeCarnival.com Returns Center.
PLEASE NOTE:
For purchases made using PayPal, returns can only be processed online and refunds will be credited directly to your PayPal account. We will not be able to process PayPal returns in the store.

If you wish to make a return to our Returns Center, please follow these instructions:

  1. Fill out and enclose the return form that is provided online at www.shoecarnival.com/returns along with your packing list and/or order confirmation in your package.
  2. Customer is responsible for return shipping costs, and they must be prepaid. We cannot accept C.O.D. deliveries.
  3. It is recommended that you use UPS or Insured Parcel Post for your return.
    1. Pack the item(s) securely in the original product packaging, if possible. All products must be returned in good condition to ensure full credit.
    2. Before sending your return shipment, please remove all extra labels from the outside of the package.
    3. Send the return package to the following address:

    Shoe Carnival Returns Center
    Suite 900
    14701 Highway 57
    Evansville, IN 47725-9798

  4. Keep the tracking number for your return package to monitor delivery status.
  5. To receive credit, items must be returned within 60 days of delivery.
  6. A credit to the original method of payment will be issued within 30 days of receipt of returned package.
  7. Credit for gift returns will be issued to the original purchaser/method of payment.

Can I return or exchange an item I bought online in a store?

Rather than ship your purchase back to the Shoe Carnival Returns Center, you can return or exchange you unworn merchandise at a nearby Shoe Carnival store. We will credit you immediately, and you will not be charged for return shipping.

  1. Bring your receipt or invoice, original form of tender, and the original shoe packaging box.
  2. Purchases returned or exchanged within 60 days will receive credit in the original form of tender.
  3. Purchases returned or exchanged after 60 days will be issued a merchandise credit only.
  4. Purchases returned without a receipt or invoice will be issued a merchandise credit equal to the current selling price of the product.
  5. If you're returning a purchase made with any certificates or offer codes, you will be refunded the final purchase price.
  6. Items purchased with BOGO coupon will be refunded at a pro-rated price.
  7. PLEASE NOTE: For purchases made using PayPal, returns can only be processed online and refunds will be credited directly to your PayPal account. We will not be able to process PayPal returns in the store.

Find a store near you: http://shoecarnival.com/company/stores.jsp?selpage=stores

What are my checkout options online?

Anyone may purchase from www.shoecarnival.com as a guest, and you are only required to provide your email address so that you can receive order confirmation, tracking, and updates.

If you are a Shoe Perks� member and have a www.shoecarnival.com account with us, we recommend you log in before you check out. You will only receive the benefits of being an account holder if you are logged in.

Become a Shoe Perks� member: http://seeyourinfo.com/index.php?Page=SignUpForm

What are my payment options?

We accept:

  • American Express
  • Discover
  • MasterCard
  • Visa
  • PayPal

For credit card purchases, you will need to provide both your billing address (where you receive your credit card statement) and shipping address (where you wish to receive your package), if they are different.

CVV (Credit Card Security) Codes

We want to make your shoecarnival.com experience as secure as possible, which is why we make it mandatory to enter your credit card's 3-4 digit security code (or cvv code) in order to check out. This code is only available on your card, which helps protect your account from credit card fraud.

If you are unable to place your order after going through the above, please contact your credit card company or call 1-800-430-SHOE and we will do anything we can to help you through the check out process.

Sales Tax

Shoecarnival.com charges all applicable taxes associated with an item's shipment destination as it is required by law. You will be able to see what your sales tax is before your complete your order.

SSL Secure Checkout Information

We designed www.shoecarnival.com to utilize Secure Socket Layer (SSL) Technology. SSL is encryption technology that provides security while information is being transmitted over the Internet. In addition, our site utilizes payment tokenization. Tokenization is the replacement of sensitive data with a unique identifier that cannot be mathematically reversed. On www.shoecarnival.com, tokens take the place of sensitive credit card data.

We want online shopping to be easy and secure at www.shoecarnival.com. We constantly monitor our systems and procedures. These steps give card holders reassurance that only they can use their card online. Occasionally, orders may be delayed for even more random security.

How can I find out if a Shoe Carnival is opening in my town?

You can call 1-800-430-SHOE for the location nearest you or use our online store locator.

Find a store near you: http://shoecarnival.com/company/stores.jsp?selpage=stores

What is a super value item in a Shoe Carnival store?

These items, designated by super value signs, are sticker priced at the lowest possible price. These items do not qualify for additional discounts or coupon offers, and they are not part of any advertised sales.

Do all of your stores carry the same shoes?

We offer a wide selection of shoes at all of our stores, with some local and regional variations in the product mix.

What are the hours of operation for the Shoe Carnival store in my area?

You can use our online store locator to locate a Shoe Carnival store near you and view hours of operation.

Find a store near you: http://shoecarnival.com/company/stores.jsp?selpage=stores

Who should I contact if I have a question regarding my Shoe Perks account?

Please call 1-866-875-2737 or email shoeperks@shoecarnival.com if you have questions regarding your Shoe Perks account.