Q: How to return an item?

Please initiate a return here . Once completed, a UPS return label will be generated for you. When we receive your parcel, a refund notification will be sent. All orders are refunded using the original method of payment. Please contact customer service via email [ customerservice@sanuk.com ] if you have any questions or concerns. * Some geographical areas may be excluded from this offer. One (1) free return per order. Other conditions may apply.

Question 1

How to return an item?

Accepted Answer

Please initiate a return here. Once completed, a UPS return label will be generated for you. When we receive your parcel, a refund notification will be sent. All orders are refunded using the original method of payment.

Please contact customer service via email [customerservice@sanuk.com] if you have any questions or concerns.

* Some geographical areas may be excluded from this offer. One (1) free return per order. Other conditions may apply.

Question 2

How do I get free shipping?

Accepted Answer

We base our shipping charges on the value of your order. To make sure you receive the fewest shipments possible, we'll do our best to ship everything to you at once. If we need to send you more than one shipment, we'll only charge you once for the charges that apply to the total value of your order. We recommend that someone be available to accept the package.

Ground Shipping is free for orders more than $50 in the Continental United States. Not available in Alaska and Hawaii.

Question 3

Why was my item(s) cancelled?

Accepted Answer

There may be instances in which product shipments are not received at our warehouse due to unforeseen circumstances, or a particular item is in such high demand that we’re unable to fulfill all order requests. In these cases, the authorization of funds being held for the requested backorder item are released back to your account to allow you to replace the item at your convenience.

Question 4

Is my product covered under warranty?

Accepted Answer

We guarantee all of our products against manufacturer's defects for one year from the purchase date.

As our products are designed for their intended purpose and made to respect the highest standards in the industry, our warranty applies only to those defects that appear during the intended use of the product.

Even if our products fill the highest standards of manufacturing and are well taken care of, normal wear and accidents are inevitable. Thus, the warranty does not apply in case of normal or excessive wear, or in case of accidental breaking.

Please note that in order to process a warranty claim, a proof of purchase and pictures of the defective area will be required.

Question 5

Do you have a phone number?

Accepted Answer

No - please create a ticket with us using the ticket portal or write us an email at customerervice@sanuk.com where our customer service team will respond to all requests promptly.

Question 6

What payment options do you offer?

Accepted Answer

We accept credit card payment from the following cards:

Visa
MasterCard
American Express
Discover

We also accept alternative methods of payment:

Paypal
Shop Pay
Apple Pay
Google Pay

*Please note that if a purchase was made with a prepaid Visa or MasterCard, you will need to keep the card in case of return. All refunds will be issued to the original method of payment.

Question 7

Do you offer refunds or exchanges?

Accepted Answer

Unfortunately, we are not able to offer an exchange for items purchased online. However, you may return an online order within 30 days from the date that you received your package via UPS as long as you have not worn it or altered it and the hang tags are still attached. All returned items will be refunded once received at our warehouse. If you wish to purchase a new size and/or color, we encourage you to place a new order.

If the item you purchased is no longer available at the same price or was purchased using a promotional code, please send us an email to customerservice@sanuk.com before returning the item. We will provide you with a new promotional code to apply to the item being exchanged*.

Question 8

Shipping Policy

Accepted Answer

Orders are typically processed and shipped within 3 business days. Standard delivery time is up to 7 business days after the order has been shipped. We do not currently offer expedited shipping options.

Question 9

Return Policy

Accepted Answer

Items must be returned within 30 days of purchase or receipt via UPS. Once your return has been received at our warehouse, it will be processed in 2-3 business days*. You will then receive an email notification once the refund has been issued.

items must be unworn
in original selling condition
with all tags attached.

Final sale items will clearly be marked as Final Sale on the product page. No refunds, returns, or exchanges will be accepted for these items.

*Please note that return can take 5-10 business days for the amount to appear on your credit card statement.

Exceptions may apply. Please note returned items must be purchased through our online stores. Refunds cannot be issued from 3rd party retailer purchases. Purchases made during promotional events are not subject to price adjustments (online and in store). Shipping costs are non-refundable.

Question 10

Order Cancellations & Modifications

Accepted Answer

Once an order is placed, we are unable to cancel or modify it as the information is immediately sent to our warehouse for processing. However, we offer free returns on qualifying items according to our return policy.

Question 11

Gift Cards

Accepted Answer

Gift cards can only be used online. To use your gift card, simply enter the card number at checkout.

Question 12

What If My Package Arrives Damaged?

Accepted Answer

If your order arrives damaged, please email us at customer.service@sanuk.com with the following information:

A description of the issue
Photos of the item (including a full image of the item, close-up of the damaged area, and the interior style number tag)
Proof of purchase (order number, receipt, etc.)

Question 13

Warranty Policy

Accepted Answer

All items come with a one-year warranty from the date of purchase. Warranty claims will be credited through a gift card only.

To submit a warranty claim, please send the following to customer.service@sanuk.com:

Proof of purchase
A photo of the damaged area on the item
A photo of the full item
A photo of the item tag

Accidental damage is not covered by the warranty policy.

Question 14

Can I return an item purchased online in-store?

Accepted Answer

No, items purchased online cannot be returned in-store.

Question 15

What are your shipping options?

Accepted Answer

All orders are prepared and shipped only during business days. Holidays may affect the delivery schedule. In most cases, orders will be prepared and shipped 2-3 business days following the date they were placed.

Standard orders arrive 5-7 business days from the shipped date
Express orders arrive the following business days from the shipped date*
An email will be sent to you with all necessary delivery information once the order has shipped.

*Express shipping is offered weather permitting. All orders placed after noon ET will only ship the next business day and delivered the following business day. Orders that are placed on weekends (Saturdays and Sunday) will only be prepared and shipped the following business day.

Question 16

What should I do if my item has been cancelled due to backorder?

Accepted Answer

Your item will be automatically deducted from the prepaid amount on your order so you will not be charged for it. Our website will reflect the most up to date inventory details including any estimated restock dates.

Question 17

How do I make a warranty claim?

Accepted Answer

If you have a defective item that was purchased from our Sanuk website, please open a ticket here

A description about the defective item
Pictures of the item :
-A picture showing the entire item,

-A picture showing the defective area,

-A photo of the reference number on the inside tag that can be located behind the care instructions (Ex: 1005825-BLK-07).

Order number / receipt or proof of purchase.

Question 18

Where is your head office located?

Accepted Answer

Our head office is located at 450 rue Sainte-Hélène Montréal, QC, Canada H2Y 2L2

Question 19

Is it safe to give my payment information?

Accepted Answer

All transactions on the site are protected and secure. We do not keep our client's credit card information.

Question 20

How do I cancel my order?

Accepted Answer

Once an order is placed, it’s not possible to modify or cancel it.

We begin processing your order immediately after payment has been confirmed. Because our system processes orders immediately, we cannot modify or cancel an order once it is submitted.

However, our free return policy allows you to send back any items you don’t wish to keep for a full refund, as long as they have not been worn and the tags are still attached.

Question 21

Free Shipping

Accepted Answer

We offer free shipping on orders over $50 in the Continental United States. Orders under $50 will incur a $9 shipping fee.

Question 22

How to Make a Return

Accepted Answer

To initiate a return, please click here and follow the instructions. A free return label will be provided to you.

Question 23

Address Changes

Accepted Answer

Please ensure your shipping address is correct before confirming your order. Once an order is placed, we cannot modify the address.

Question 24

How to Apply a Promo Code

Accepted Answer

Simply enter your promo code at checkout and click “Apply.” Please note that only one promo code can be applied per order.

Question 25

Lost Package

Accepted Answer

If your package is missing, please check the tracking information on the UPS website. Occasionally, packages are delivered to a UPS Access Point rather than your home. This will be indicated on the tracking page.

If the tracking details are unclear, please contact us at customer.service@sanuk.com for assistance.

Question 26

How can I exchange an item?

Accepted Answer

Unfortunately, we are not able to offer an exchange for items purchased online. However, you may return an online order within 30 days from the date that you received your package via UPS as long as you have not worn it or altered it and the hang tags are still attached. All returned items will be refunded once received at our warehouse. If you wish to purchase a new size and/or color, we encourage you to place a new order.

If the item you purchased is no longer available at the same price or was purchased using a promotional code, please send us an email to customerservice@sanuk.com before returning the item. We will provide you with a new promotional code to apply to the item being exchanged*.

Question 27

Multiple Shipments

Accepted Answer

Please note that you may not receive all your items in the same package. If your items ship separately, you will receive two tracking numbers within the shipping email. Please click on "view your order" to be redirected to the tracking information.

Question 28

Can I buy a physical gift card?

Accepted Answer

No. We offer virtual gift cards with instant delivery—no waiting, no shipping fees, and ready to use right away!

Question 29

Do you offer refunds or exchanges?

Accepted Answer

Unfortunately, we are not able to offer an exchange for items purchased online. However, you may return an online order within 30 days from the date that you received your package via UPS as long as you have not worn it or altered it and the hang tags are still attached. All returned items will be refunded once received at our warehouse. If you wish to purchase a new size and/or color, we encourage you to place a new order.

If the item you purchased is no longer available at the same price or was purchased using a promotional code, please send us an email to customerservice@sanuk.com before returning the item. We will provide you with a new promotional code to apply to the item being exchanged*.

Question 30

Do We Ship Worldwide?

Accepted Answer

We currently only ship to the United States.

Question 31

When Will I Receive My Refund?

Accepted Answer

Refunds are processed within 10 business days after your return is received at our warehouse. The time it takes for the funds to appear in your account may vary depending on your banking institution.

Question 32

What Should I Do If I Received the Wrong Item?

Accepted Answer

Sorry about that! To resolve the issue, please email customer.service@sanuk.com with the following:

A description of the issue
Photos of the wrong item (full image of the item and the interior style number tag)
Proof of purchase (order number, receipt, etc.)

We’ll investigate it and get back to you as soon as possible.

Question 33

What is your return policy?

Accepted Answer

Items must be returned within 30 days of purchase or receipt via UPS. Once your return has been received at our warehouse, it will be processed in 2-3 business days*. You will then receive an email notification once the refund has been issued.

items must be unworn
in original selling condition
with all tags attached.

Final sale items will clearly be marked as Final Sale on the product page. No refunds, returns, or exchanges will be accepted for these items.

*Please note that return can take 5-10 business days for the amount to appear on your credit card statement.

Exceptions may apply. Please note returned items must be purchased through our online stores. Refunds cannot be issued from 3rd party retailer purchases. Purchases made during promotional events are not subject to price adjustments (online and in store). Shipping costs are non-refundable.

Question 34

Why can't I redeem my gift card on Sanuk before August 15, 2024?

Accepted Answer

Please note that any gift cards purchased before August 14th, 2024, belong to Deckers Brands. As of August 15th, Lolë Brands acquired Sanuk, but gift cards can still be redeemed within Deckers Brands. If you would like to redeem your gift card on Sanuk or need more information, please contact Deckers Brands.

Question 35

How do I make a return?

Accepted Answer

You can return multiple orders in a single package. Please provide the purchase orders corresponding to the returned items. To return your item(s), simply follow the instructions below within 30-days of receiving your order:

Be sure to enter the order confirmation as the order number and the email address you used to receive the order details.

Question 36

Order Tracking

Accepted Answer

You will receive an email with a UPS tracking number as soon as your order is ready for shipment. You can track your order on the UPS website here.

Question 37

Exchanges

Accepted Answer

Currently, we do not offer exchanges. If you need a different size or style, please return the item and place a new order.

Question 38

How much do returns cost?

Accepted Answer

One (1) free return is granted per order for orders placed in the United States.

Question 39

How do I track my order?

Accepted Answer

When your order has been prepared, we will send you an email with a UPS tracking number that you will be able to use on the UPS website to follow your order.

Tracking information on the UPS website will be updated only once the order has been picked up. For more details: https://www.ups.com/track?loc=en_US&requester=ST/.

Question 40

Final Sale Items

Accepted Answer

Final sale items will clearly be marked as Final Sale on the product page. No refunds, returns, or exchanges will be accepted for these items.

Question 41

What if my package gets lost or arrives damaged?

Accepted Answer

Lost packages

If you have not received your order, please make sure to check the progress of your order on the UPS website with the tracking information you received by email.

We encourage you to check with family members, as well as neighbors to see if they recovered the package for you.

*Please note that the package is at times delivered to a UPS Access point and not to your residence. This information will only be indicated by checking the tracking status of your package. Unfortunately, UPS does not leave a notice at your door providing this information.

If the information provided on the UPS website is not sufficient or erroneous, please contact customer service at customerservice@sanuk.com.

Damaged packages

If you purchased a defective item from our Sanuk website, please email us with the following information:

Description: Briefly describe the issue with the item.
Photos: Attach the following images:
- A full picture of the item.
- A close-up of the defective area.
- A photo of the interior style number tag (located behind the care instructions, e.g., LSW454).
Proof of Purchase: Include your order number, receipt, or other proof of purchase.

We’ll review your request and get back to you as soon as possible!

Question 42

What is your shipping policy?

Accepted Answer

All orders are prepared and shipped only during business days. Holidays may affect the delivery schedule. In most cases, orders will be prepared and shipped 2-3 business days following the date they were placed.

Standard orders arrive 5-7 business days from the shipped date
Express orders arrive the following business days from the shipped date*

An email will be sent to you with all necessary delivery information once the order has shipped.

*All orders placed after noon ET will only ship the next business day and be delivered the following business day. Orders that are placed on weekends (Saturdays and Sundays) will only be prepared and shipped the following business day.

Question 43

How much does shipping cost?

Accepted Answer

We offer free standard shipping and return on orders over $50.

* Some geographical areas (like Alaska and Hawaii) are excluded from this offer. One (1) free return per order. Other conditions may apply.

Question 44

Do you offer free shipping?

Accepted Answer

We offer free standard shipping and return on orders over $50.

* Some geographical areas (like Alaska and Hawaii) are excluded from this offer. One (1) free return per order. Other conditions may apply.

Question 45

Do you ship worldwide?

Accepted Answer

Sanuk can ship to the following countries, some exceptions may apply.

North America

Canada
USA – except Puerto Rico

Please be sure to visit the Sanuk website that corresponds with your country to be able to place an order successfully.

Question 46

Do you offer expedited shipping?

Accepted Answer

All orders are prepared and shipped only during business days. Holidays may affect the delivery schedule. In most cases, orders will be prepared and shipped 2-3 business days following the date they were placed.

Standard orders arrive 5-7 business days from the shipped date
Express orders arrive the following business days from the shipped date*

An email will be sent to you with all necessary delivery information once the order has shipped.

*Express shipping is offered weather permitting. All orders placed after noon ET will only ship the next business day and be delivered the following business day. Orders that are placed on weekends (Saturdays and Sundays) will only be prepared and shipped the following business day.

Question 47

How long does delivery take?

Accepted Answer

All orders are prepared and shipped only during business days. Holidays may affect the delivery schedule. In most cases, orders will be prepared and shipped 2-3 business days following the date they were placed.

Standard orders arrive 5-7 business days from the shipped date
Express orders arrive the following business days from the shipped date*

An email will be sent to you with all necessary delivery information once the order has shipped.

*Express shipping is offered weather permitting. All orders placed after noon ET will only ship the next business day and be delivered the following business day. Orders that are placed on weekends (Saturdays and Sundays) will only be prepared and shipped the following business day.

Question 48

When will I get my refund?

Accepted Answer

Once your return has been received at our warehouse, it will be processed in a timely manner*. You will then receive an email notification once the refund has been issued.

Please note that return can take 5-10 business days for the amount to appear on your credit card statement.

*Delays are to be expected during sales periods and the Holidays

Question 49

What’s your return policy?

Accepted Answer

To process a return from our online store, items have 30 days from the purchase date or reception via UPS. Returned items must meet the following conditions:

Items need to be unworn
Original selling condition
All tags still attached

Please note that this policy also applies to sale and clearance items.

*Merchandise purchased at a discount of 50% or more are final sale. Those items will be labelled as final sale on the product page. No refunds, returns, or exchanges will be accepted for these items. These items will be listed as final sale in the cart.

Question 50

How do I start a return?

Accepted Answer

You can return multiple orders in a single package. Please provide the purchase orders corresponding to the returned items. To return your item(s), simply follow the instructions below within 30-days of receiving your order:

Be sure to enter the order confirmation as the order number and the email address you used to receive the order details.

Question 51

What is your cancellation policy?

Accepted Answer

Once an order is placed, it’s not possible to modify or cancel it.

We begin processing your order immediately after payment has been confirmed. Because our system processes orders immediately, we cannot modify or cancel an order once it is submitted.

However, our free return policy allows you to send back any items you don’t wish to keep for a full refund, as long as they have not been worn and the tags are still attached.

Question 52

Can I edit or add anything to my order?

Accepted Answer

Once an order is placed, it’s not possible to modify or cancel it.

We begin processing your order immediately after payment has been confirmed. Because our system processes orders immediately, we cannot modify or cancel an order once it is submitted.

However, our free return policy allows you to return any items you don’t wish to keep for a full refund, as long as they have not been worn and the tags are still attached.

Question 53

What do I do if I receive the wrong item in my order?

Accepted Answer

If you received the wrong item from Sanuk, you can return it within 30 days of receiving your package via UPS. To be eligible for a return, the item must:

Be unworn and unaltered.
Have the original hang tags still attached.

Question 54

What do I do if my item(s) arrives damaged?

Accepted Answer

If you purchased a defective item from our Sanuk website, please email us with the following information:

Description: Briefly describe the issue with the item.
Photos: Attach the following images:
- A full picture of the item.
- A close-up of the defective area.
- A photo of the interior style number tag (located behind the care instructions, e.g., LSW454).
Proof of Purchase: Include your order number, receipt, or other proof of purchase.

We’ll review your request and get back to you as soon as possible!

Question 55

My order was marked delivered but it’s not here.

Accepted Answer

If you have not received your order, please make sure to check the progress of your order on the UPS website with the tracking information you received by email.

We encourage you to check with family members, as well as neighbors to see if they recovered the package for you.

*Please note that the package is, at times, delivered to a UPS Access point and not to your residence. This information will only be indicated by checking the tracking status of your package. Unfortunately, UPS does not leave a notice at your door providing this information.

If the information provided on the UPS website is not sufficient or erroneous, please contact customer service at customerservice@sanuk.com.

Question 56

How do I apply promo/discount codes?

Accepted Answer

To apply a promo or discount code:

• Proceed to checkout and enter your code in the ['Discount Code'] field.

• Click ['Apply'] to see your new total before finalizing your order.

• Only one code can be used per order.

If you’re having trouble entering your promo code, please try clearing the cache on your web browser or trying on a different device.

Question 57

What payment options do you offer?

Accepted Answer

We accept credit card payment from the following cards:

Visa
MasterCard
American Express

We also accept alternative methods of payment:

Visa Debit
Paypal
Shopify Pay
Apple Pay

*Please note that if a purchase was made with a prepaid Visa or MasterCard, you will need to keep the card in case of return. All refunds will be issued to the original method of payment

Question 58

Is my product covered under warranty?

Accepted Answer

We guarantee all of our products against manufacturer's defects for one year from the purchase date.

As our products are designed for their intended purpose and made to respect the highest standards in the industry, our warranty applies only to those defects that appear during the intended use of the product.

Even if our products fill the highest standards of manufacturing and are well taken care of, normal wear and accidents are inevitable. Thus, the warranty does not apply in case of normal or excessive wear, or in case of accidental breaking.

Please note that in order to process a warranty claim, a proof of purchase and pictures of the defective area will be required.

Cart 0

No more products available for purchase

FAQ

As seen in