RETURNS & EXCHANGES
Clean Guarantee
As the industry leader in shoe care, we stand behind the excellence of our products. In all we do and strive to provide you a better way to clean your shoes.
We are proud to offer a Clean Guarantee: If you use our cleaning products*, and are unhappy, we will help you get the best results or give you a refund. Learn more here.
*only applies to Essential Shoe Cleaning Kit, Signature Shoe Cleaning Kit, and Original Shoe Cleaning Kit
Refunds & Exchanges
Your total satisfaction is our mission, and we strive to ensure your order is perfect.
In the event you need to return an item, please contact our support team and they will assist your return or exchange.
We do offer free returns for all orders in the lower 48 US.
Please note:
- You'll need your order number or email provided when purchase was made.
- You may request an exchange or a refund on certain unused, unopened items, within 30 days of purchase.
- Refunds and exchanges are only available within the 48 lower United States of America.
This refund policy does not apply to travel products, display cases, and gift cards, as they are "Final Sale" products.
SHIPPING
How long does it take to ship my order?
All orders placed on our website require up to 3 business days to process. You will receive an order confirmation after placing your order, as well as a shipping notification once it has been shipped.
How do I track my order?
Once your order has shipped and you receive shipping confirmation, you can click on the link directly in your email. If you did not receive the shipping confirmation you can login to your account to track the status.
My order has been shipped, but I need to update my address. What do I do?
Unfortunately, we are unable to adjust the address once the order has been placed. You will need to contact the shipping carrier directly.
I live outside of the US, do I have to pay duties and taxes?
All orders placed outside of the US are subject to duties and taxes.
VAT & Import Duties - Typically a percentage amount based on the value of your order (check with your countries customs)
Admin fees - Typically a fixed fee ranging from ($10-$50+) varies by country
CLEANING SOLUTION
What is your solution made from?
Our all-purpose Solution is
made from natural soaps derived from Coconut and Jojoba Oils. These natural
oils provide an effective clean & act as a leather conditioner.
Can you clean a mesh or canvas shoes with solution and a brush?
While certain mesh or canvas shoes may only require a touchup with solution and brushes, the Patented Laundry System will
help you to achieve the best results.
How much solution should I use when cleaning?
Two squirts of solution into a 4 oz bowl of water is all you need to deep clean your favorite shoes.
What materials can I safely clean with RESHOEVN8R solution?
Our solution is safe to use on almost any material. Leather, nubuck, canvas, vinyl, rubber, mesh, and more.
Will RESHOEVN8R solution alter the color or texture of my suede shoes?
With any suede shoe, it’s important to test the solution in an inconspicuous spot first. In many cases, cleaning your suede may result in fading or some color bleeding. Rest assured, we offer many products to restore your suede to its OG state once it's been cleaned.
Can RESHOEV8R solution remove the yellowing on my sneakers?
Unfortunately, our solution cannot reverse oxidation (yellowing). We do offer a seperate product that was formulated specifically to aid in the deoxidation process.
LAUNDRY
What makes your Sneaker Laundry Bag so special?
The unique design of the Sneaker Laundry Bag protects your shoes in the washing machine AND speeds up the cleaning process. No deep clean is complete without a tumble in the Sneaker Laundry Bag.
Are there any shoes I should NOT put in the washing machine?
Avoid washing suede, wool, and nubuck shoes in the washing machine, as these materials are highly susceptible to color transfer and bleeding.
What settings should I use to wash my shoes in the washing machine?
Always use COLD water with a normal wash cycle.
How many shoes can I wash at one time?
The Sneaker Laundry Bag will fit 2 shoes up to size 12. For best results, avoid washing more than four pairs at one time in the washing machine.
Should I put my shoes in the dryer?
NEVER put your shoes in the dryer, let your shoes air dry. Using a fan and being in a well-ventilated area will help speed up the process.
I can’t fit both shoes into the Sneaker Laundry Bag, what am I doing wrong?
Place the shoes into the bag with the soles together, facing opposite directions. The laundry bag is designed to fit one pair of low to mid-top shoes up to a size 12. If you are cleaning a bigger size shoe, you may need 1 bag per shoe.
Can I use regular detergent instead of your Sneaker Laundry Pods?
Our Sneaker Laundry Detergent is free of added chemicals, dyes, and fragrances that may mess up your prized shoes.
SOLE SHIELDS
How long do Sole Shields last?
Sole Shields are designed for light wear only, and will protect your shoes for 10,000 steps.
What size shoes do your Sole Shield fit?
Sole Shields are designed to fit sizes 13 & under.
What do Sole Shields do?
Sole Shields are designed to prevent damage to your soles. This includes things like heel drag, and oxidation.
What are the dimensions of Sole Shields?
14in (L) x 6in (W)
Can I use Sole Shields on any shoe?
While Sole Shields are great for most shoes, but there are models that aren’t compatible. Shoes with an exposed AIR unit will not work with Sole Shields, as well as others. If you are unsure about your shoes please feel free to contact us.
What do I need to apply Sole Shields?
Items required that are not included in the box are a heat gun, scissors, and a pen/marker.
Can I use a blow drying instead of a heat gun?
Sole Shields won’t adhere properly without a heat gun. A proper heat gun is the only way to create a bond that lasts!
WATER + STAIN REPELLENT
How long does repellent last?
For best results, reapply Repellent every 4-6 weeks or after every cleaning.
Do you recommend protecting an all leather shoe?
Leather itself is already water-resistant, so it will not stain the way canvas, suede, or knit materials will. In a few rare cases, a white film has shown up on an all leather shoe after applying our Water and Stain Repellent. If this does happen, the film can be easily removed by cleaning the shoe with our Brush and Solution. It won't damage the shoe at all.
What are the ingredients in your Water + Stain Repellent?
Our Aerosol Repellent contains: Dimethyl ether, Fluor-Silicone Resin, Petroleum Distillates (MSDS upon request)
Will my shoes still be able to breathe?
Yes! Although you are applying a light barrier around your shoe, you are not blocking the breathability.
Does Repellent change the color of the look of my shoes?
Repellent will not alter the appearance or feel of your shoes. However, some darker materials may show some signs of discoloration. Repellent should NEVER be used on patent leather.
What is the shelf life of your Repellent?
Our WATER + STAIN REPELLENT has a shelf life of 5 years, and the WATER + STAIN REPELLENT PUMP can last up to 2 years.
PAYMENTS
What payment options do you offer?
We accept Visa, Amazon Pay, Mastercard, Discover, American Express, Apple Pay, JCB, Paypal and Sezzle (on orders of $50+).
Why did my card get declined?
Sometimes, card companies will employ anti-fraud methods that will require you to approve a purchase before passing it through. If your card was declined, even though you have sufficient funds, please contact your card provider.
What are these pending charges?
When you complete a checkout, your credit card company puts an authorization for the order amount on your card. This money has not been paid to Reshoevn8r, rather your card company has put a hold on it for you while you check out. If your address information fails to validate then your payment will be declined. Your credit card company will release the Authorization between 3-5 business days after it is made depending on your bank. If you attempt to checkout multiple times, your card will be Authorized multiple times.
ORDER INFORMATION
Where do I see my order information?
Register for an account on our site so you can access all information including tracking number, previous order history and account details. If you placed an order in the past but did not create an account, you may use the same email and you should have all previous orders placed in your account history. Click here to register or access your account.
I placed an order but didn’t get a confirmation email, what do I do?
Order confirmations will be sent immediately after placing an order. If you have not received an order confirmation after 24 hours, please contact us below.
SUBSCRIPTIONS
How do I login to my account?
You can access your Customer Portal through your Shopify account login HERE. Please note if you have not registered an account, you will first need to create an account using the same email address used at checkout. Once your account is active, you can login to the Customer Portal via the Manage Subscriptions link.
How do I cancel a subscription?
To cancel your subscription, click the Cancel button within your Subscriptions tab. You’ll be prompted to offer a cancellation reason. Please be honest, your feedback is important to us. You can only cancel a subscription after your first two orders have been fulfilled and processed.
How do I update my address?
BILLING: In the Billing Information tab you'll find the current method of payment along with the current billing address. Click on Edit and update there.
SHIPPING: You can update your shipping address from the Subscriptions menu of your Customer Portal. Click on Edit next to your address shown.
How do I skip a delivery?
This can be done through the Customer Portal via the Delivery Schedule. Simply click the Skip button to skip an upcoming delivery. To un-skip a delivery, click Un-skip.
How do I add a product to my subscriptions?
Click the Add Product button under Subscriptions in the menu. Use this menu to search, view, and select any additional products you would like to add to your upcoming deliveries.
OTHER
Your products ruined my shoes, will you reimburse me for them?
RESHOEVN8R is not responsible nor liable for any damages (both direct & indirect) resulting from the use of our products. We do offer a “Clean Guarantee”, which you can learn more about here. If you’re unsure of how your shoes will react to a RESHOEVN8R product, reach out to one of our Shoe Care Specialists.