Frequently asked questions
Frequently asked questions
TOP QUESTIONS
1. Visit our Check Your Order Status page
2. Enter your (order number) & (email address)
3. Click "order information" to view order tracking and details
Due to high volume and dynamic inventory fluctuations, we do not currently offer exchanges through Vans.ca. You can return your product and reorder or exchange your product in one of our Vans company owned retail stores.
| Exchanges to a Vans Retail Store |
1. Vans.ca orders can only be returned/exchanged to a Vans company owned retail store (not through other retailers such as JCPenney or Journeys) |
2. Bring your product, original packaging, and your return form from your order |
3. We will gladly process your return for credit or exchange |
*PayPal ordered returned to a Vans retail store can be exchanged for an equally priced item of merchandise credit |
New health measures have been implemented in reopened Vans stores. CLICK HERE to learn more.
Refunds are processed based on applicable product and tax charges. Original shipping charges are not refunded.
| Returns Using the Prepaid Shipping Label |
1. Complete the RETURN FORM (paperwork included with your order) and place it inside the return package - save the top portion for your records |
2. Pack and seal the product securely in your original Vans box (if possible) or any cardboard shipping box |
3. Write your name and return address on the shipping label |
4. Attach the prepaid return label to the outside of the return package (make sure to cover or remove any old shipping labels) |
5. The package can be dropped off at the shipping carrier location that delivered the package |
*Please note, return shipping takes 7-10 business days to be delivered back to our DC to process your return |
A full refund, excluding shipping charges, will be issued on unworn merchandise within 30 business days to the original form of payment |
| Returns to a VANS Retail Store (not through other retailers) |
We will gladly process your return for credit or exchange for products purchased at vans.ca or at a Vans retail store within 30 days of receipt.* Please bring the following for your return: |
1. Receipt or order number |
2. Unworn/unwashed merchandise to return |
3. Original packaging |
4. Return Form (paperwork included with your order) |
*PayPal orders returned to a VANS retail store can be exchanged for an equally priced item of merchandise credit. |
| Returns by Mail for Custom Shoes |
Please call customer service for Custom returns at (877) 267-5889. Please note, all Custom products with uploaded images or embroidery are not subject for return. |
We accept orders online 24 hours-a-day, seven (7) days a week. Orders entered on Vans.ca will then be processed (pending credit card approval) and shipped out from our Brampton distribution center. Orders are limited to a single shipping address per order and will be shipped via standard or express.
| Day/Time Order was Placed: | Begins Processing: |
| (Mon - Fri) before 12pm EST | same day |
| (Mon - Thurs) after 12pm EST | following business day |
| (Friday) after 12pm EST | following Monday |
Weekends & Holidays | DO NOT process over the weekend & holidays |
| Shipping Method | Typical Processing Time | + Shipping Time |
Express | (24 - 48 hours) | + (2 - 4 business days) |
Standard (shipping for PO Box or FPO/APO addresses) | (24 - 48 hours) | + (3 - 6 business days) |
Classics custom footwear* | (N/A) | Available 3 – 4 weeks |
"Add Your Image" custom footwear* | (N/A) | Available 2 – 3 weeks |
Skate Classic custom footwear* | (N/A) | Available 3 – 5 weeks |
ComfyCush custom footwear* | (N/A) | Available 3 – 5 weeks |
EVDNT custom footwear* | (N/A) | Available 3 – 5 weeks |
Wayvee custom footwear* | (N/A) | Available 3 – 5 weeks |
UltraRange EXO custom footwear* | (N/A) | Available 3 – 5 weeks |
*Custom Product Orders: Custom product orders are not eligible for shipment to a P.O. Box or FPO/APO address. Custom orders are not eligible for expedited delivery.
Legal title to purchased product transfers to the buyer at point of shipment.
We begin processing your order immediately upon receipt. For this reason, we will not be able to cancel or change your order once you have submitted it. If you decide you do not want the merchandise, you can return your product in-store or by mail.
SHIPPING
We only ship orders within Canada, however we do accept international credits cards for payment. If you are using an international credit card, please be sure to enter the address where your billing statements are received in the billing address fields. You MUST provide a Canadian address for shipping purposes.
Yes; however, please note that Custom products and express shipping are not available to these locations.
Our shipping and handling charges are based on the number of items in the order.
Standard
| Product Category | First Item | Additional Items |
Shoes | Free | Free |
Accessories | Free | Free |
Clothing | Free | Free |
Backpacks | Free | Free |
Express
| Product Category | First Item | Additional Items |
Shoes | $21.95 | $4.00 |
Accessories | $18.95 | $1.00 |
Clothing | $18.95 | $1.00 |
Backpacks | $18.95 | $4.00 |
Orders shipped by express or standard shipping deliver on business days only (Monday through Friday), excluding holidays.
We accept orders online 24 hours-a-day, seven (7) days a week. Orders entered on Vans.ca will then be processed (pending credit card approval) and shipped out from our Brampton distribution center. Orders are limited to a single shipping address per order and will be shipped via standard or express.
| Day/Time Order was Placed: | Begins Processing: |
| (Mon - Fri) before 12pm EST | same day |
| (Mon - Thurs) after 12pm EST | following business day |
| (Friday) after 12pm EST | following Monday |
Weekends & Holidays | DO NOT process over the weekend & holidays |
| Shipping Method | Typical Processing Time | + Shipping Time |
Express | (24 - 48 hours) | + (2 - 4 business days) |
Standard (shipping for PO Box or FPO/APO addresses) | (24 - 48 hours) | + (3 - 6 business days) |
Classics custom footwear* | (N/A) | Available 3 – 4 weeks |
"Add Your Image" custom footwear* | (N/A) | Available 2 – 3 weeks |
Skate Classic custom footwear* | (N/A) | Available 3 – 5 weeks |
ComfyCush custom footwear* | (N/A) | Available 3 – 5 weeks |
EVDNT custom footwear* | (N/A) | Available 3 – 5 weeks |
Wayvee custom footwear* | (N/A) | Available 3 – 5 weeks |
UltraRange EXO custom footwear* | (N/A) | Available 3 – 5 weeks |
*Custom Product Orders: Custom product orders are not eligible for shipment to a P.O. Box or FPO/APO address. Custom orders are not eligible for expedited delivery.
Legal title to purchased product transfers to the buyer at point of shipment.
Ordering
1. Visit our Check Your Order Status page
2. Enter your (order number) & (email address)
3. Click "order information" to view order tracking and details
No, if an item you have selected is out of stock, you will not be charged for the out of stock item. We will notify you regarding your updated order status.
Contact customer service and they can manually update your email address.
When you place an order 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.
We begin processing your order immediately upon receipt. For this reason, we will not be able to cancel or change your order once you have submitted it. If you decide you do not want the merchandise, you can return your product in-store or by mail.
Custom Products
| Product Category | Timing |
Classic custom footwear | 2 - 3 weeks |
"Add Your Image" custom footwear | 3 - 5 weeks |
Skate Classic custom footwear | 3 - 5 weeks |
ComfyCush custom footwear | 3 - 5 weeks |
UltraRange EXO custom footwear | 3 - 5 weeks |
EVDNT custom footwear | 3 - 5 weeks |
Wayvee custom footwear | 3 - 5 weeks |
*Please note, shipping and processing time frames may vary during the holidays. Please review the shipping page during checkout for any holiday time frame updates.
NO TRADEMARKS OR COPYRIGHTED MATERIAL
You may only submit images that you have the right to use or belongs to you. Do not submit logos, photography, art or others images of celebrities.
Your image can not be insulting, abusive, inciting violence, threatening, intimidating, obscene, inflammatory, sexually explicit, profane, offensive, harassing, derogatory, degrading, defamatory, harmful, discriminatory or unlawful or invasive of another’s privacy.
Your image cannot exceed 10mb, should have a minimum size of 100x100, and should be a jpg and png.
VANS RESERVES THE RIGHT TO REJECT ANY IMAGE. IF YOUR SUBMISSION IS NOT ACCEPTED, YOU WILL RECEIVE A CANCELLATION NOTIFICATION.
All Customs “Add Your Own” products are made just for you and may not be returned.
Review the Full Terms and Conditions.
Please call customer service for custom returns at (877) 267-5889. Please note, all Custom products with uploaded images or embroidery are not subject for return.
Custom shoes can only be created in the colors, patterns, styles, and fabrics that are currently listed on the Custom shoe section of our website. Colorways, fabrics and design options are continuously updated.
RETURNS & EXCHANGES
Due to high volume and dynamic inventory fluctuations, we do not currently offer exchanges through Vans.ca. You can return your product and reorder or exchange your product in one of our Vans company owned retail stores.
| Exchanges to a Vans Retail Store |
1. Vans.ca orders can only be returned/exchanged to a Vans company owned retail store (not through other retailers such as JCPenney or Journeys) |
2. Bring your product, original packaging, and your return form from your order |
3. We will gladly process your return for credit or exchange |
*PayPal ordered returned to a Vans retail store can be exchanged for an equally priced item of merchandise credit |
New health measures have been implemented in reopened Vans stores. CLICK HERE to learn more.
Refunds are processed based on applicable product and tax charges. Original shipping charges are not refunded.
| Returns Using the Prepaid Shipping Label |
1. Complete the RETURN FORM (paperwork included with your order) and place it inside the return package - save the top portion for your records |
2. Pack and seal the product securely in your original Vans box (if possible) or any cardboard shipping box |
3. Write your name and return address on the shipping label |
4. Attach the prepaid return label to the outside of the return package (make sure to cover or remove any old shipping labels) |
5. The package can be dropped off at the shipping carrier location that delivered the package |
*Please note, return shipping takes 7-10 business days to be delivered back to our DC to process your return |
A full refund, excluding shipping charges, will be issued on unworn merchandise within 30 business days to the original form of payment |
| Returns to a VANS Retail Store (not through other retailers) |
We will gladly process your return for credit or exchange for products purchased at vans.ca or at a Vans retail store within 30 days of receipt.* Please bring the following for your return: |
1. Receipt or order number |
2. Unworn/unwashed merchandise to return |
3. Original packaging |
4. Return Form (paperwork included with your order) |
*PayPal orders returned to a VANS retail store can be exchanged for an equally priced item of merchandise credit. |
| Returns by Mail for Custom Shoes |
Please call customer service for Custom returns at (877) 267-5889. Please note, all Custom products with uploaded images or embroidery are not subject for return. |
A prepaid return shipping label is provided with in-stock orders only. A replacement shipping label can be sent to you by contacting us for a replacement label.
PRODUCT INFORMATION
Our shoes are sized according to the US standard, as measured on a Brannock device (that cold metal thing that you used to stick your foot in when you were growing up).
Please note, by design, our high performance skate shoes tend to fit snug so you may want to select a half size larger. Alternatively, if you have a wide foot, you may purchase one size larger to compensate for the width.
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 men's 6.5, you would fit into the "Kids" category.
Kids feet grow fast. Really fast. If you need a little help finding the right fit, but don’t have one of those old school metal measuring things from a shoe store, you can try our interactive KIDS SHOES SIZE GUIDE.
If you prefer something more tactile and have a printer handy, we have a PRINTABLE CHART you can try, too.
We have lots of awesome shoelaces to choose from - but what size do you need when you need to replace some worn out favorites, or switching up your style with a new color or pattern? Check out this handy chart below - it'll help you decide your shoelace length when compared to some of our most popular low tops, mid tops, and high tops.
Style Name | Shoe Size: 3.5 - 6 | Shoe Size: 6.5 - 8.5 | Shoe Size: 9-11.5 | Shoe Size: 12-16 |
Era | 31 inches | 33 inches | 35 inches | 37 inches |
Authentic | 31 inches | 33 inches | 35 inches | 37 inches |
Old Skool | 48 inches | 50 inches | 52 inches | 54 inches |
Half Cab | 54 inches | 56 inches | 58 inches | 60 inches |
Sk8 Hi | 56 inches | 58 inches | 60 inches | 62 inches |
Sock Size/Fit Chart:
Gender | Shoe Size |
Men | 9.5 - 13 |
Men | 6.5 - 9 |
Women | 6.5 - 10 |
Women | 1 - 6 |
Boys | 1 - 6 |
Youth | 10 - 13.5 |
Kids | 2 - 4 YEARS |
Toddler | 12 - 24 MONTHS |
Infant | 0 - 12 MONTHS |
Snow Socks Size Chart
Small | Medium | Large | X-Large | |
Mens | 3 - 5.5 | 6 - 8.5 | 9 - 11.5 | 12 - 14.5 |
Womens | 4 - 6.5 | 7 - 9.5 | 10 - 12.5 | N/A |
Custom Products
| Product Category | Timing |
Classic custom footwear | 2 - 3 weeks |
"Add Your Image" custom footwear | 3 - 5 weeks |
Skate Classic custom footwear | 3 - 5 weeks |
ComfyCush custom footwear | 3 - 5 weeks |
UltraRange EXO custom footwear | 3 - 5 weeks |
EVDNT custom footwear | 3 - 5 weeks |
Wayvee custom footwear | 3 - 5 weeks |
*Please note, shipping and processing time frames may vary during the holidays. Please review the shipping page during checkout for any holiday time frame updates.
NO TRADEMARKS OR COPYRIGHTED MATERIAL
You may only submit images that you have the right to use or belongs to you. Do not submit logos, photography, art or others images of celebrities.
Your image can not be insulting, abusive, inciting violence, threatening, intimidating, obscene, inflammatory, sexually explicit, profane, offensive, harassing, derogatory, degrading, defamatory, harmful, discriminatory or unlawful or invasive of another’s privacy.
Your image cannot exceed 10mb, should have a minimum size of 100x100, and should be a jpg and png.
VANS RESERVES THE RIGHT TO REJECT ANY IMAGE. IF YOUR SUBMISSION IS NOT ACCEPTED, YOU WILL RECEIVE A CANCELLATION NOTIFICATION.
All Customs “Add Your Own” products are made just for you and may not be returned.
Review the Full Terms and Conditions.
Please call customer service for custom returns at (877) 267-5889. Please note, all Custom products with uploaded images or embroidery are not subject for return.
Custom shoes can only be created in the colors, patterns, styles, and fabrics that are currently listed on the Custom shoe section of our website. Colorways, fabrics and design options are continuously updated.
PAYMENT METHODS
Vans.ca accepts: Visa, Visa Debit, MasterCard, AMEX, PayPal, and Vans Gift Cards. We do not accept checks, cash, or credit vouchers. All cards that do not participate in the verification process will not be accepted.
Yes, you can buy Vans gift cards online or in any Vans company owned stores (not through other retailers such as JCPenneys).
For more information on gift cards, click here!
After you complete your purchase, please do not discard your used gift card even if there is a zero 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 a Vans gift card(s) to make your purchase, each amount will be credited back to the corresponding form of payment.
Check your gift card balance here.
Gift cards do not expire. If a gift card is dormant or unused for at least 5 years, then the remaining value on the gift card may be escheated based on current applicable state laws.
Your Account
Contact customer service and they can manually update your email address.
Benefits of registering on Vans.ca:
• Access to track orders
• Review your order history
• Add multiple addresses and payment methods for easy checkout
• Easy-to-share favorites list
• Ability to personalize and manage your profile
• Be the first to know about Vans product news and special promotions
PROMOTIONAL RULES
| Authentic | Black, True White, Black/Black, White, Navy, Red |
| Classic Slip-On | Black&White Checkerboard/White, True White, Black, Black/Black, White, Navy |
| Era | Black, Navy, True White |
| Half Cab | Black, Navy |
| Old Skool | Black/White, Black/Black, Navy, True White |
| SK8-Hi | True White, Black/Black/White, Navy |
| Chukka Low | (Suede) Black/True White, Black/Black/Gum, Blackout |
| Skate Authentic | Black/Black, Black/White, Off White, True White |
| Skate Era | Black/Black, Black/White |
| Skate Grosso Mid | Black/White/Emo leather |
| Skate Half Cab | Black/Black, Black/White |
| Skate Old Skool | Black/Black, Black/Gum, Black/White, Navy/White, Off White |
| Skate SK8-Hi | Black/Black, Black/Gum, Black/White, Navy/White, Off White |
| Skate Slip-On | (Checkerboard) black/off, Black/Black, Black/White, Off White, True White |
| Skate SK8-Low | Black/White |
| Ave | Black/white |
| Chima 2 | Black/Gum |
| Gilbert Crockett | Blackout |
| Kyle Walker | Blackout |
| Rowan | Black/True White |
| Wayvee | Black/White |
| Berle Pro | Black/True White |
| Crockett High Pro | Black/Black |
| Kyle Pro 2 | Black/White, Blk/Blk |
| Kyle Walker Pro | Black/Gum, Black/White |
| Atwood | Canvas/Black/Black, Canvas/Black/White, Canvas/Black/Black, Black/White |
| Kids Atwood | Black/Black, Canvas/Black/Black |
| Aura Linerless | Black/Gum |
| Aura OG | Black/White, Checkerboard/Black, Demitasse/Dark Gum |
| Aura Pro | Black/Raven, Black/White, Grape Leaf/Timberwolf |
| Vans X Baldface LTD | Brown/Black |
| Hi-Country & Hell-Bound | (Sam Taxwood) Bone/Black |
| Hi-Standard Linerless DX | Black/Gum |
| Hi-Standard Ll DX | Black/Neon |
| Hi-Standard Linerless | Black/Gum |
| Hi-Standard OG | (Kennedi Deck) Navy/Marshmallow |
| Vans X Public Hi-Standard OG | Gray/Vaporous Gray |
| Mens Hi-Standard OG | Black/Gum, Black/White |
| Hi-Standard Pro | Brown/Red, Gray/Black, Raven/Gum |
| Infuse | (Arthur Longo) Marshmallow/Black, Black/Raven |
| Invado OG | Black/White, Navy/White |
| Invado Pro | (Dan Leidahl) Khaki/Navy, Black/Asphalt |
| Verse | (Blake Paul) Black/Blue |
| Boys Juvie Linerless | Black/White |
| Encore Linerless | Black/Purple Dove |
| Encore OG | Black/White, Jungle Green/Raven, Marshmallow/Aquatic |
| Encore Pro | Black/Navy, Gray/Marshmallow |
| Women's Hi-Standard OG | (Kennedi Deck) Navy/Marshmallow, Black/White |
| Luna Ventana Pro | Black/Timberwolf, Marshmallow/Gum |
| Viaje | Asphalt/Pomegranate |
| Kids Juvie Linerless | Black/White |
| UltraRange Exo Hi Gore-Tex MTE-3 | (Arthur Longo) Marshmallow/Black, Demitasse/Dark Gum, Black/Black, Pomegranate/Marshmallow |
| Sk8-Hi Gore-Tex MTE-3 | Stealth/Black Asphalt, Sandshell/Cornstalk, |
| Checkerboard Sk8-Hi Gore-Tex MTE-3 | True White/Black |
| Standard V Snow MTE | Marshmallow/Purple Dove |
| Standard Mid Snow MTE | Checkerboard/Black, Black/White, Navy/Gum, Black/Timberwolf, (Kennedi Deck) Navy/Marshmallow, Jungle Green/Marshmallow |
| Slip-On Snow Boot MTE | Checkerboard |
Contact Us
The Vans Customer Service phone number is (877) 267-5889.
Our hours of operation are Monday through Friday: 8:30am - 5:00pm EST.
You can also Contact Us via email. In addition, we also have live chat operators available to assist you whenever you see the “Live Chat” button at the top or right side of any page.
GENERAL
To find the closest Vans store, click here. To only display Vans owned retail stores, select the "Vans Stores" from the check boxes below the map; otherwise, the results list will display both Vans owned retail stores, as well as all retailers that carry Vans.
Please create an account here. Once you have registered and signed in, click the red "Get Started" button and select the type of request (Ex: athlete sponsorship) from the submission types and follow the submission instructions.
Vans has a constitutional obligation to collect sales use tax in those provinces we are licensed to do business. Sales tax is calculated using the address where the product is being shipped.
If for any reason you believe you are exempt from paying sales tax, please contact us and we will assist you with processing your order. Please have all the proper exemption tax information available. Credit cards that do not participate in the verification process will not be accepted.
Join our special projects mailing list here to be alerted when the next Vans special project is available!
For free stickers, please send a self-addressed stamped envelope to:
Vans
Attn: Stickers
3260 rue Guenette
Ville St-Laurent, QC H4S 2G5
Note: All sticker requests require a self-addressed stamped envelope to be sent to the address listed above. Requests without the self-addressed envelope will not be fulfilled.