01. This is my first time shopping at vans.com. How do I place an order?
02. Do you ship to P.O. Boxes or APO addresses?
03. I want to purchase from shop.vans.com but I live in a country outside the United States. How can I place an order?
04. How much does shipping and handling cost?
05. What days do you offer delivery?
06. Do you offer Saturday delivery?
07. Do you offer Will Call for web orders?
08. What’s the size conversion between women’s and men’s shoes?
09 . In what widths are Vans available?
10. Why do prices vary so greatly on one style?
11. When I try to order, I receive a “Please contact the site administrator” error message. What do I do?
12. I just placed an order at shop.vans.com. When will it ship from your distribution center?
13. How long will it take before I receive my order?
14. Why am I being charged sales tax for my web order when I don’t live in California?
15. I placed an order and have just realized that my e-mail address is entered incorrectly. Will I receive my order confirmation e-mail?
16. I just received my ship confirmation e-mail and notice that the information is incorrect. How do I change it?
17. Can I exchange a pair of shoes that I purchased at vans.com which are too small/big for the correct size?
18. I need to return my order but there was no UPS return label in the box or I’ve misplaced it. What do I do now?
19. The shoes I purchased online are defective. How can I return them?
20. I forgot my login ID and/or password. What do I do now?
21. Can I have a Vans catalog sent to me?
22. I changed my e-mail address. How do I update it with Vans.com?
23. How do I remove myself from the vans.com mailing list?
24. Do you offer gift certificates for your online store?
25. I want to use a gift card for my web order but it doesn't have enough funds to cover the total amount of purchase. Can I use a credit card to to pay the balance?
26. How can I add funds to my gift card?
27. Can I use multiple gift cards for one web order?
28. Are skatepark waivers available online?
29. How do I find a Vans retail store near me?
30. How do I clean my Vans shoes?
31. Where can I purchase replacement laces for Vans?
32. Do you still offer the custom shoe program?
33. What is Vans’ corporate address and phone number?
34. How long will it take to get my Vans Customs shoe?
35. I have a question/concern about Vans. To whom should I address my letter?
36. Can I get some stickers from Vans?
37. How do I get sponsored by Vans?
38. Why does my bank statement show two transactions for the same order? Was I double charged?
39. If I use a Gift Card to pay for my order, how will I be refunded if I make a return?
40. How do I know which helmet size is right for me?
41. What are the helmet certifications?
42. What is the technology behind the different helmet liners?
43. What is Dri-Lex?
44. What is In Mold Construction?
45. Where can I buy replacement parts?
46. What is your return policy?
47. What is the warranty on Pro-tec helmets?
48. How do I properly use and care for my Pro-tec helmet?

01. This is my first time shopping at vans.com. How do I place an order?
• You can either sign on as a guest user or register at shop.van.com to make an online purchase. Registration allows you to quickly and easily monitor the status of your orders. We are very concerned about your privacy (see our privacy policy) and your information is encrypted and secured for your protection. You may enter many shipping addresses but it is important for verification purposes that your name and billing address be entered exactly as maintained on your credit card account. Register by going to shop.vans.com and click on "Register" at the top of the screen.
• After registering, click on any gender category on the left.
• Select the shoe style, color, and size you would like to purchase and then click on "Add to Shopping Cart."
• To add more items, follow the previous steps until you have chosen all the items you desire to purchase.
• After you are done shopping, click on "Continue Shopping" or "Buy More of this Item".

That's it! Don't forget to read about our no-hassle return policy in case the shoes don't fit.

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02. Do you ship to P.O. Boxes or APO addresses?
Yes, we do ship to APO/FPO addresses as well as P.O. Boxes using US Postal Service Standard Ground Shipping. However, we do not offer express shipping to APOs and P.O. Boxes.

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03. I want to purchase from shop.vans.com but I live in a country outside the United States. How can I place an order?
Unfortunately, we do not ship our online orders outside of the U.S. You have two options: you can either try the Vans distributor in your country (to find the Vans distributor or retailer in your country, please click on the Retailer icon at https://shop.vans.com, click on "International Customers," and select your country from the list and click on “go.” Then contact the distributor with questions about purchasing or returning merchandise) or you can use the U.S address of a friend/relative as the "Ship to" and have that person ship the package to you.

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04. How much does shipping and handling cost?

US Postal Service Ground. Shipping Charges
Items	First Item	Additional Items
Shoes	$ 6.95	$ 4.00
Tops and Bottoms	$ 3.95	$ 1.00
Wristbands/Socks/Belts/Purses/Hats/Wallets	$ 3.95	$ 1.00
Backpacks	$ 6.95	$ 4.00

FedEx Ground & Priority Shipping (AK, HI, Puerto Rico). Shipping Charges
Items	First Item	Additional Items
Shoes	$ 9.95	$ 4.00
Tops and Bottoms	$ 6.95	$ 1.00
Wristbands/Socks/Belts/Purses/Hats/Wallets	$ 6.95	$ 1.00
Backpacks	$ 9.95	$ 4.00

Please confirm prices before entering credit card number for purchase.

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05. What days do you offer delivery?
Orders shipped by Fed Ex Ground, Fed Ex 2-day Air, Fed Ex Overnight delivery on business days only, Monday through Friday, excluding holidays. Orders shipped by US Postal Service can deliver on Saturdays (post office discretion).

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06. Do you offer Saturday delivery?
Orders shipped by FedEx Ground, FedEx 2-day, FedEx Overnight deliver on business days only. Monday through Friday, excluding weekends and holidays. Orders shipped by US Postal Service can arrive on Saturdays (post office discretion).

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07. Do you offer Will Call for web orders?
We do not offer Will Call for web orders.

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08. What’s the size conversion between women’s and men’s shoes?
The size conversion from women's to men's shoes is 1.5 sizes down. For example, if you were a size 8 in women's, you'd be a size 6.5 in men's. If you fall below 6.5, you'd fit into "Boys" category. Remember, our boys' sizes start from 3.5 to 6 and our men's sizes are from 6.5 to 13 (14, 15, and 16 in some styles).

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09. In what widths are Vans available?
We only manufacture medium width shoes now. However, you may purchase a shoe that is one size larger to compensate for the width.

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10. Why do prices vary so greatly on one style?
The prices range from the cost of “Youths” sizes to “Men/Women” sizes. To determine the price of the size/style in which you have interest, simply click on “Click to Purchase” after selecting the desired item and the price of the item will be listed.

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11. When I try to order, I receive a “Please contact the site administrator” error message. What do I do?
If you are experiencing difficulties while ordering on our website, please follow these instructions:
• If you are getting a blank white screen, something may be wrong with your registration. Try re-registering again with a login ID and password that are at least 6 characters long including at least one alpha character.
• If you are using Netscape Navigator, try using Internet Explorer and vice versa.
• You must allow all session cookies on your browser. The site is still secure with our payment server.
If you are still experiencing difficulties, please contact our customer service department at 888.691.8889.

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12. I just placed an order at shop.vans.com. When will it ship from your distribution center?
Items that are in stock and are being shipped via US Postal Ground Service will ship two to three business days from the time the order is placed. Items that are in stock and are being shipped via Fed Ex 2-day Air or Fed Ex Overnight will ship the same day if the order is placed by 10:00am PST. If it is placed after 10:00am PST, it will ship the next business day.

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13. How long will it take before I receive my order?
Items are usually shipped the next business day and have a transit time of approximately 2 days to major metropolitan areas, and 3 days to more rural areas. We do not process orders over the weekend. Please note that while USPS usually ships next business day and the arrival time is not guaranteed.

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14. Why am I being charged sales tax for my web order when I don’t live in California?
Vans will charge sales tax on orders that are being shipped to states in which we have retail stores. The tax rate we charge is the lowest found in that state.

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15. I placed an order and have just realized that my e-mail address is entered incorrectly. Will I receive my order confirmation e-mail?
The order confirmation e-mail is automatically generated so Vans will not be able to send you another order confirmation e-mail. However, you may change your e-mail address before the item ships so you can receive the ship confirmation e-mail. To change your e-mail address, you will need to login to shop.vans.com and click on "Billing Address" when Checking out. You may then enter your new e-mail address. Click on “Submit Info” to save the new data.

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16. I just received my ship confirmation e-mail and notice that the information is incorrect. How do I change it?
Because the order has already shipped, it is too late to change anything on/in it. You may return the item(s) for a refund should you decide not to keep it when it is delivered.

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17. Can I exchange a pair of shoes that I purchased at vans.com which are too small/big for the correct size?
While we do not do exchanges, we will credit your account upon receiving the returned merchandise. Meanwhile, please return to http://shop.vans.com to order your replacement merchandise; please allow two weeks for processing of the credit.

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18. I need to return my order but there was no UPS return label in the box or I’ve misplaced it. What do I do now?
Please call our customer service department so one of our representatives can issue a pick up. Please have the following information available:
• Your Vans.com order number
• Address where the item can be picked up
• A phone number where the carrier can contact you

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19. The shoes I purchased online are defective. How can I return them?
Please use the Shipping Return Label enclosed in the box to return the defective shoes to us. If you do not have your Shipping Return Label or have misplaced it, please call our customer service department at 888.691.8889 so one of our representatives can issue a call tag. Please have the following information available:
• Your Vans.com order number
• Address where the item can be picked up
• A phone number where our carrier can contact you

20. I forgot my login ID and/or password. What do I do now?
Please call 888.691.8889 to speak with an e-commerce representative. He/she will retrieve your login ID and/or reset your password.

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21. Can I have a Vans catalog sent to me?
Unfortunately, we do not have catalogs to send out to consumers, as we do not accept phone or mail-in orders. However, our retail stores carry a wide variety of Vans styles. To find a Vans store near you, simply go to vans.com and click on "Find a Vans Store Near You". There, you will find a database of all Vans stores sorted by state.

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22. I changed my e-mail address. How do I update it with Vans.com?
You will need to login to shop.vans.com and click on "Checkout" ( an item must be in your cart to change any info regardless of you purchasing it ). Click on "Billing Address" during checkout.

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23. How do I remove myself from the vans.com mailing list?
To be removed from our mailing list or if you do not want your e-mail address shared with trusted third parties, please log into shop.vans.com, click on "Checkout" ( an item must be in your cart to change any info regardless of you purchasing it ). Click on "Billing Address" during checkout.

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24. Do you sell gift cards online?
We are not currently selling gift cards online. They may be purchased at a Vans retail store. To find a Vans shop near you, click here.

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25. I want to use a gift card for my web order but it doesn't have enough funds to cover the total amount of purchase. Can I use a credit card to to pay the balance?
A credit card cannot be used to supplement a gift card for a web order. You will need to add more funds onto the gift card.

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26. How can I add funds to my gift card?
You can add funds to your gift card at a Vans retail store.To find a Vans shop near you, click here.

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27. Can I use multiple gift cards for one web order?
Only one gift card can be used per web order and it must have a balance greater than or equal to your on-line purchase total.

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28. Are skatepark waivers available online?
Skateparks waivers are available online under our skatepark section. To download the waiver, please go to www.vans.com and select "Skateparks". After the page loads, click on the skatepark that you will be visiting, and then click on "Waiver" to download the file.

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29. How do I find a Vans retail store near me?
To find a Vans shop near you, simply go to www.vans.com and click on "Find a Vans Store Near You." There, you will find a database of all Vans store sorted alphabetically by state.

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30. How do I clean my Vans shoes?
In regard to cleaning Vans, there are suede-cleaning products available in Vans and other shoe stores and drugstores for our suede shoes. For your canvas Vans, you can wash them in the gentle cycle with Woolite or some other MILD detergent. However, we don't recommend machine-washing shoes made with synthetic materials.

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31. Where can I purchase replacement laces for Vans?
We do not have any replacement laces to send out to consumers. You may purchase laces at any shoe store near you.

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32. Do you still offer the custom shoe program?
As of March 1, 2004, Vans will restore the custom shoe program, allowing you to design your own shoes from a myriad of colors and patterns!

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33. What is Vans’ corporate address and phone number?
Vans, Inc.
6550 Katella Ave.
Cypress, CA 90630
Please do not return Vans merchandise to this address

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34. How long will it take to get my Vans Customs Shoe?
5-7 weeks from the date of purchase. It will ship via UPS Ground.

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35. I have a question/concern about Vans. To whom should I address my letter?
Please send all questions and concerns to:
Vans, Inc.
Attn: Customer Service
6550 Katella Ave.
Cypress, CA 90630

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36. Can I get some stickers from Vans?
For free stickers please send a self-addressed envelope to
Vans, Inc.
Attn: Stickers
N850 County Highway CB
Appleton, WI 54914

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37. How do I get sponsored by Vans?
Please send your information/press packet and video submission to the following address and your submission will be passed on to the appropriate person or team manager:
Vans Inc.
Attn: Sponsorship
6550 Katella Ave.
Cypress, CA 90630

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38. Why does my bank statement show two transactions for the same order? Was I double charged?
If you pay for your purchase with a debit card, your bank statement will display both a pre-authorization and the final sale. The pre-authorization hold will drop off within a couple days, depending on the policies of your bank. This hold allows us to verify that funds are available and enables us to proceed with processing your order. With a debit card, the pre-authorization hold and final charge cannot be combined in one transaction.

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39. If I use a Gift Card to pay for my order, how will I be refunded if I make a return?
After you complete your purchase, please do not discard your used gift card even if there is no balance. If you decide to return your item, your refund will be electronically posted to the original form of payment. If you used both a credit card and gift card to make your purchase, each amount will be credit back to the corresponding form of payment.

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40. How do I know which helmet size is right for me?
Pro-Tec helmets are sized in centimeters with an equivalent standard hat size. Refer to the chart below for proper sizing. For more information, please visit www.pro-tec.net.

41. What are the helmet certifications?
All Pro-Tec helmets sold on shop.vans.com are safety certified for the specific use for which the helmet was designed. Below is a list of standards that apply to the corresponding specific use helmets (i.e., the CPSC 1203 standard for US Bicycle Safety Standards applies to Pro-tec bicycle helmets). Please refer to the product description of each helmet for the applicable certification level.:

•  CPSC 1203 (US Bicycle Safety Standards)
•  ASTM 1492 (US Roller Sports) )
•  ASTM 1952, 203 (US Downhill MTB Standard)
•  ASTM 2040 (US Snow Sports Standard)
•  CE 1078 (EU Bike/Roller Sports Standard)
•  CE EN 1385 (EU Canoeing and Whitewater Sports Standard)
•  AS/NZS 2063:2008 (Australian/New Zealand Bike Standard)

42. What is the technology behind the different helmet liners?
The Multi-Impact SXP liner is designed to withstand multiple hard impacts. The material is ideal for an aggressive riding style. Multi-Impact SXP features a built in rebound control, once the liner is compressed it maintains its impact absorbing qualities. The standard EPS liner is low profile and accommodates lightweight in-mold constructions designed to handle one hard impact. The EPS liner will not rebound back to form. EVA helmet liners are made for Pro-Tec water models. EVA is a foam liner designed to withstand multiple low impacts. It transitions from soft to hard with Dual Density waterproof technology. No helmet can protect against all impacts; injury or death could occur. For maximum protection, helmets must fit well, be properly positioned, and securely fastened. These helmets are built so the energy of an impact is absorbed through partial destruction which may not be visible to the naked eye. If this occurs, the helmet should be destroyed, or returned to Pro-Tec for inspection.

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43. What is Dri-Lex?
Dri-Lex is a perspiration management system designed for moisture wicking and quick drying. It comes from hydrophobic (moisture-hating) polyester and hydrophilic (moisture-loving) nylon. The combination creates a 2-Zone Comfort Lining resulting in a pull-push effect that pulls perspiration off the skin and pushes it to the outer layer to rapidly dry away. Dri-Lex is also non-wrinkling and resists odor and mildew.

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44. What is In Mold Construction?
In-Mold Construction differs from standard injection mold in that it fuses a lightweight polycarbonate outer shell with the helmet’s impact-absorbing EPS foam liner. This method of construction provides the optimal balance of protection and low-profile style without any excess weight.

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45. Where can I buy replacement parts?
For inquiries regarding replacement parts that are not available on shop.vans.com, please email customer service at vanscustserv@vfc.com.

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46. What is your return policy?
Please visit the return section of our frequently asked questions.

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47. What is the warranty on Pro-tec helmets?
Pro-Tec helmets are warranted to be free from defects in workmanship and materials for a period of one (1) year from the date of purchase. This warranty is extended to the original purchaser only and does not apply if damages are caused through abuse, negligence, improper repairs, inadequate fit, modifications and alterations or if used other than the manner intended. Pro-Tec makes no other express warranties or guarantees. Any warranties implied by law shall be limited to ninety (90) days in duration. Some states do not allow limitations on how long an implied warranty lasts, so this limitation may not apply to you. Pro-Tec shall not be liable for any incidental or consequential damages. Some states do not allow the exclusion or limitation of incidental or consequential damages, so this limitation or exclusion may not apply to you. For more on warranty information or replacement parts, please email customer service at vanscustserv@vfc.com

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48. How do I properly use and care for my Pro-tec helmet?
Pro-Tec helmets are not designed for sports other than the sport identified by the helmet, nor for motor vehicle use. Every time you use a Pro-tec helmet check that nothing is torn, worn, or missing or out of adjustment. No helmet should be used by children while climbing or doing other activities when there is a risk of the child hanging himself or herself. For cleaning, use a soft cloth, mild soap, and water only. The protection given by this helmet may be severely reduced by the application of paint, adhesive stickers and transfers, cleaning fluids, chemicals, and other solvents. Use only materials recommended by the helmet manufacturer. The helmet will be damaged if exposed to temperatures exceeding 62°C (150°F). If damaged, the helmet must be destroyed and replaced immediately. Never remove or modify the original elements that constitute the helmet, or add accessories not recommended by the manufacturer, as it may risk canceling the protective role of the helmet. Some injuries cannot be prevented by wearing a helmet. No helmet can protect against all impacts; injury or death could occur. For maximum protection, helmets must fit well, be properly positioned, and securely fastened. These helmets are built so the energy of an impact is absorbed through partial destruction which may not be visible to the naked eye. If this occurs, the helmet should be destroyed, or returned to Pro-Tec for inspection.

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