FAQs

Shipping and delivery

How long will my order take?

3 to 5 business days to process, then 8 to 12 business days in transit, so 11 to 17 business days in total. Business days are Monday to Friday, excluding United States federal holidays.

Why does my order ship from China?

Because that is where our partner warehouse is. We do not hold stock in the United States. Manufacturing and fulfilment for this kind of outdoor footwear sits overseas, and passing your order straight to that warehouse is what keeps the prices where they are. The trade-off is the wait, which is why we publish the real timing rather than a two-day promise we could not keep.

What is the order cut-off?

6:00 PM MT, Monday to Friday. Orders placed after that, or at a weekend or on a federal holiday, start processing the next business day.

Where do you ship?

The 48 contiguous United States and the District of Columbia. We do not ship to Alaska, Hawaii, Puerto Rico, any other United States territory, military APO/FPO/DPO addresses, or anywhere outside the United States.

Do you deliver to P.O. Boxes?

Yes. Orders to a P.O. Box go with USPS, because FedEx does not deliver to P.O. Boxes.

How much is shipping?

$7.95, or free once your subtotal reaches $60.00 after any discounts. There is no expedited option.

Why has my tracking not updated?

Tracking takes 24 to 48 hours to come alive after dispatch, and an international parcel goes quiet while it moves between carriers. If nothing has changed for more than 7 business days, email us and we will chase it.

Customs, duties and tax

Will I pay customs on delivery?

No. Import duties are paid by us in advance and are already included in the price on the product page. Nothing is due when the parcel arrives.

What if a courier asks me to pay a fee?

Do not pay it. We have already paid the duty. Fake "delivery fee" and "customs release" texts are a common scam. Forward the message to support@noelexpresss.com and we will confirm whether it has anything to do with your order.

Is sales tax included in the price?

No. Sales tax, where it applies, is calculated at checkout from your shipping address and shown before you pay.

Returns and refunds

Do I return to China?

No. Returns are handled at our facility in Austin, Texas. Email us first and we will send a prepaid label with the right address on it.

What does a return cost me?

Nothing. We send a prepaid return label and there is no restocking fee. The only amount not refunded on a change-of-mind return is the original $7.95 delivery charge. If the fault is ours, that is refunded too.

How long do I have?

30 days from the date your order was delivered.

Can I try them on?

Yes, indoors on a clean floor. Once footwear has been worn outdoors the sole shows it, and we cannot take it back as a change-of-mind return. Faulty items are a separate case and are always covered.

When will I see my money?

We issue the refund within 5 to 7 business days of the warehouse receiving and inspecting your return. Your bank then takes a further 3 to 10 business days to post it.

Can I cancel an order?

Within 24 hours of placing it, provided it has not yet been dispatched. Email us with your order number.

Can I exchange for another size?

Yes, subject to availability, for a different size or color of the same style. We send a prepaid label for the original pair and dispatch the replacement, which takes the same 11 to 17 business days as any order.

Sizing and products

How do I pick a size?

Each product page lists the sizes we stock for that style. Unisex styles are labelled with both the women's and the men's equivalent, for example "8 Women/6 Men". If you are between sizes or your feet are wide, email us before ordering and we will tell you what the size chart for that specific style says.

Are the product photos of the actual item?

The images on each product page are supplied by the manufacturer of that item. Colors can look different on different screens, and there is normal variation between a photographed sample and a production pair.

Is everything in stock?

Stock levels shown on the site come from our supplier. If something we have accepted turns out to be unavailable, we will email you within one business day and offer a replacement or a full refund.

Orders and payment

How can I pay?

We accept major credit and debit cards. Payments are processed by Stripe, a third-party payment provider. We never see or store your full card number.

Can I change my address after ordering?

Email us immediately. If the order has not been dispatched we can usually change it. Once it has left the warehouse we cannot.

Contacting us

Why does nobody answer when I call?

Our team does not work United States business hours, so the phone line takes voicemail rather than being staffed live. We would rather say that than advertise a phone desk nobody is sitting at. Email support@noelexpresss.com and you will have a reply within 24 hours — it is genuinely the faster route.