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.
Vans Store exchange policy:
Since 1966, we have stood behind our service philosophy of quality, value, and superior customer service. If you are not satisfied or have simply changed your mind about the product, we will gladly accept your return.
- Items returned with receipt will be refunded using the original tender
- If no receipt is available, we will provide merchandise credit at the current selling value
- Item(s) purchased on Vans.com will be refunded to the card used at the time of purchase
- Pro Shop item(s) that are unused and in their original packaging with tags attached can be exchanged or returned with an original receipt
Refunds are processed based on applicable product and tax charges. Original shipping charges are not refunded.
| Returns Using the Prepaid Shipping Label |
1. Pack and seal the product securely in your original Vans box (if possible) or any cardboard shipping box |
| 2. Write your name, return address, and order number on the return shipping label. Order number(s) can be found in your order history at vans.ca and in your shipping confirmation email. |
3. Attach the prepaid return label to the outside of the return package (make sure to cover or remove any old shipping labels) |
4. The package can be dropped off at the shipping carrier location that delivered the package.
|
*Please note, returns may take 7 - 10 business days to be delivered back to our DC to process. We appreciate your patience and understanding. |
| A full refund, excluding shipping charges, will be issued on unworn merchandise within 30 business days. A refund will be issues to the original form of payment. |
| Returns to a VANS Retail Store (not through other retailers) | ||||
Since 1966, we have stood behind our service philosophy of quality, value, and superior customer service. If you are not satisfied or have simply changed your mind about the product, we will gladly accept your return.
|
| 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.
| Order Date/Time: | Begins Processing: |
| (Mon - Fri) before 12pm EST | Express and standard shipping begins processing same day |
| (Mon - Thurs) after 12pm EST | Express and standard shipping begin processing the following business day |
| (Friday) after 12pm EST | Express orders begin processing the following Monday, as we do not process over the weekend |
Weekends & Holidays | DO NOT process over the weekend & holidays |
| Shipping Method | Shipping Time |
Standard Shipping | 3 - 6 business days |
Express Shipping | 2 - 4 business days Note: Order placed before 12pm (EST) Monday - Friday will process and ship same day. Order placed after 12pm (EST) will process and ship the following business day |
| Customs Product* | Timing |
Classics Customs Footwear | 2 - 3 weeks |
"Add Your Image" Custom Footwear | 3 - 4 weeks |
Skate Classics Customs Footwear | 2 - 3 weeks |
ComfyCush Customs Footwear | 2 - 3 weeks |
Customs Recycled | 2 - 3 weeks |
UltraRange Exo Customs Footwear | 3 - 4 weeks |
EVDNT Customs Footwear | 3 - 4 weeks |
Wayvee Customs Footwear | 3 - 4 weeks |
MTE Customs Footwear | 3 - 4 weeks |
Customs Vansguard | 3 - 4 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.
| Order Date/Time: | Begins Processing: |
| (Mon - Fri) before 12pm EST | Express and standard shipping begins processing same day |
| (Mon - Thurs) after 12pm EST | Express and standard shipping begin processing the following business day |
| (Friday) after 12pm EST | Express orders begin processing the following Monday, as we do not process over the weekend |
Weekends & Holidays | DO NOT process over the weekend & holidays |
| Shipping Method | Shipping Time |
Standard Shipping | 3 - 6 business days |
Express Shipping | 2 - 4 business days Note: Order placed before 12pm (EST) Monday - Friday will process and ship same day. Order placed after 12pm (EST) will process and ship the following business day |
| Customs Product* | Timing |
Classics Customs Footwear | 2 - 3 weeks |
"Add Your Image" Custom Footwear | 3 - 4 weeks |
Skate Classics Customs Footwear | 2 - 3 weeks |
ComfyCush Customs Footwear | 2 - 3 weeks |
Customs Recycled | 2 - 3 weeks |
UltraRange Exo Customs Footwear | 3 - 4 weeks |
EVDNT Customs Footwear | 3 - 4 weeks |
Wayvee Customs Footwear | 3 - 4 weeks |
MTE Customs Footwear | 3 - 4 weeks |
Customs Vansguard | 3 - 4 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
| Customs Product* | Timing |
Classics Customs Footwear | 2 - 3 weeks |
"Add Your Image" Custom Footwear | 3 - 4 weeks |
Skate Classics Customs Footwear | 2 - 3 weeks |
ComfyCush Customs Footwear | 2 - 3 weeks |
Customs Recycled | 2 - 3 weeks |
UltraRange Exo Customs Footwear | 3 - 4 weeks |
EVDNT Customs Footwear | 3 - 4 weeks |
Wayvee Customs Footwear | 3 - 4 weeks |
MTE Customs Footwear | 3 - 4 weeks |
Customs Vansguard | 3 - 4 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.
Vans Store exchange policy:
Since 1966, we have stood behind our service philosophy of quality, value, and superior customer service. If you are not satisfied or have simply changed your mind about the product, we will gladly accept your return.
- Items returned with receipt will be refunded using the original tender
- If no receipt is available, we will provide merchandise credit at the current selling value
- Item(s) purchased on Vans.com will be refunded to the card used at the time of purchase
- Pro Shop item(s) that are unused and in their original packaging with tags attached can be exchanged or returned with an original receipt
Refunds are processed based on applicable product and tax charges. Original shipping charges are not refunded.
| Returns Using the Prepaid Shipping Label |
1. Pack and seal the product securely in your original Vans box (if possible) or any cardboard shipping box |
| 2. Write your name, return address, and order number on the return shipping label. Order number(s) can be found in your order history at vans.ca and in your shipping confirmation email. |
3. Attach the prepaid return label to the outside of the return package (make sure to cover or remove any old shipping labels) |
4. The package can be dropped off at the shipping carrier location that delivered the package.
|
*Please note, returns may take 7 - 10 business days to be delivered back to our DC to process. We appreciate your patience and understanding. |
| A full refund, excluding shipping charges, will be issued on unworn merchandise within 30 business days. A refund will be issues to the original form of payment. |
| Returns to a VANS Retail Store (not through other retailers) | ||||
Since 1966, we have stood behind our service philosophy of quality, value, and superior customer service. If you are not satisfied or have simply changed your mind about the product, we will gladly accept your return.
|
| 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.
Check out our size charts below:
Shoe size chart: Unisex
Apparel Size Chart: Boys Bottoms
Apparel Size Chart: Boys Tops
Apparel Size Chart: Girls Tops, Dresses & Bottoms
Apparel Size Chart: Little Kids Tops & Bottoms
Apparel Size Chart: Mens Bottoms (XS – XXL)
Apparel Size Chart: Mens Bottoms (Waist Size)
Apparel Size Chart: Mens Tees & Knit Tops
Apparel Size Chart: Mens & Womens Shirts, Jackets, Fleece & Sweaters
Apparel Size Chart: Womens Tops, Tees, Dresses & Bottoms (XS – XXL)
Apparel Size Chart: Womens Bottoms (Waist Size)
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
| Customs Product* | Timing |
Classics Customs Footwear | 2 - 3 weeks |
"Add Your Image" Custom Footwear | 3 - 4 weeks |
Skate Classics Customs Footwear | 2 - 3 weeks |
ComfyCush Customs Footwear | 2 - 3 weeks |
Customs Recycled | 2 - 3 weeks |
UltraRange Exo Customs Footwear | 3 - 4 weeks |
EVDNT Customs Footwear | 3 - 4 weeks |
Wayvee Customs Footwear | 3 - 4 weeks |
MTE Customs Footwear | 3 - 4 weeks |
Customs Vansguard | 3 - 4 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
FREE STANDARD SHIPPING
Free standard shipping for a single purchase of merchandise from www.vans.ca for delivery within Canada. Offer valid on in-stock Vans brand merchandise only. Actual delivery times may vary. Not valid at any Vans retail or outlet stores. No price adjustments allowed on previous purchases. Not redeemable for cash. Not valid with any gift card purchases or other coupons, offers or discounts, including employee discounts. Void where prohibited, taxed or restricted. Offer subject to change at any time without notice.
List of exclusions:
SKU | Style Name | Colorway |
VN000EE3BLK | Authentic | Black |
VN000EE3W00 | Authentic | True White |
VN000EE3BKA | Authentic | Black/Black |
VN000EE3WHT | Authentic | White |
VN000EE3NVY | Authentic | Navy |
VN000EE3RED | Authentic | Red |
VN000EYEBWW | Classic Slip-On | Blk&WhtChckerboard/Wht |
VN000EYEW00 | Classic Slip-On | True White |
VN000EYEBLK | Classic Slip-On | Black |
VN000EYEBKA | Classic Slip-On | Black/Black |
VN000EYENVY | Classic Slip-On | Navy |
VN000EWZBLK | Era | Black |
VN000EWZNVY | Era | Navy |
VN000EWZW00 | Era | True White |
VN000D3HY28 | Old Skool | Black/White |
VN000D3HBKA | Old Skool | Black/Black |
VN000D3HNVY | Old Skool | Navy |
VN000D3HW00 | Old Skool | True White |
VN000D5IW00 | SK8-Hi | True White |
VN000D5IB8C | SK8-Hi | Black/Black/White |
VN000D5INVY | SK8-Hi | Navy |
VN0A5FC8BKA | Skate Authentic | Black/Black |
VN0A5FC8Y28 | Skate Authentic | Black/White |
VN0A5FC8W00 | Skate Authentic | True White |
VN0A5FC9BKA | Skate Era | Black/Black |
VN0A5FC9Y28 | Skate Era | Black/White |
VN0A5FCG625 | Skate Grosso Mid | black/white/emo leather |
VN0A5FCDBKA | Skate Half Cab | Black/Black |
VN0A5FCDY28 | Skate Half Cab | Black/White |
VN0A5FCBBKA | Skate Old Skool | Black/Black |
VN0A5FCBB9M | Skate Old Skool | Black/Gum |
VN0A5FCBY28 | Skate Old Skool | Black/White |
VN0A5FCBNAV | Skate Old Skool | Navy/White |
VN0A5FCCBKA | Skate SK8-Hi | Black/Black |
VN0A5FCCB9M | Skate SK8-Hi | Black/Gum |
VN0A5FCCY28 | Skate SK8-Hi | Black/White |
VN0A5FCCNAV | Skate SK8-Hi | Navy/White |
VN0A5FCAAUH | Skate Slip-On | (Checkerboard) black/off |
VN0A5FCABKA | Skate Slip-On | Black/Black |
VN0A5FCAY28 | Skate Slip-On | Black/White |
VN0A5FCAW00 | Skate Slip-On | True White |
VN0A5FCFY28 | Skate SK8-Low | Black/White |
VN0A4UVAY49 | Hana Beaman | ONE AND DONE BROWN/BLACK |
VN0A4UVOBA2 | Juvie Linerless | BLACK/WHITE |
VN0A4UVNBA2 | Juvie Mini | BLACK/WHITE |
VN0A4UVUBA2 | Juvie OG | BLACK/WHITE |
VN0A54FYB9M | Aura Linerless | black/gum |
VN0A54FZBLR | Aura OG | BLACK/CAMO |
VN0A54FZB9M | Aura OG | CHECKERBOARD BLACK/GUM |
VN0A54FZ0BN | Aura OG | black/white 20 |
VN0A54G1BA5 | Aura Pro | BLACK/CHARCOAL |
VN0A54G1BA2 | Aura Pro | BLACK/WHITE |
VN0A54G1ZF5 | Aura Pro | KHAKI/BLACK |
VN0A54FLY61 | Hi-Country & Hell-Bound | SAM TAXWOOD BLACK/BLUE |
VN0A3TFI1KP | Hi-Standard LL DX | BLACK/MARSHMALLOW |
VN0A3TFI2KA | Hi-Standard LL DX | CHILI PEPPER/BLACK |
VN0A4BIVB9M | Hi-Standard Linerless | black/gum |
VN0A3TFJRPK | Hi-Standard OG | DILLON OJO BROWN/PINK |
VN0A3TFJ9R0 | Hi-Standard OG | JAMES JOHNSON BLACK/COPPER |
VN0A3TFJYB2 | Hi-Standard OG | KENNEDI DECK WHITE/BLACK |
VN0A3TFJT0U | Hi-Standard OG | black/white 19 |
VN0A3TFKBA2 | Hi-Standard Pro | BLACK/WHITE |
VN0A3TFKBLK | Hi-Standard Pro | COLE NAVIN BLACK |
VN0A3TFKB9P | Hi-Standard Pro | DRINK SEXY BLACK/PINK |
VN0A3TFK1NU | Hi-Standard Pro | WALNUT |
VN0A3DIL203 | Infuse | ARTHUR LONGO GREEN/BLACK |
VN0A3DILKOU | Infuse | black/ASPHALT |
VN0A54FMA17 | Invado OG | BONE/BLACK |
VN0A54FMY28 | Invado OG | black/white |
VN0A54FNKEK | Invado Pro | GRAPE LEAF/black |
VN0A54FN9DK | Invado Pro | GRAY/WHITE |
VN0A3DIQY49 | Verse | BROWN/BLACK |
VN0A4BIYPRP | Snow V3 PopCush Insole | Purple |
VN0A4UVDBLK | Verse Range Edition | BRYAN IGUCHI BLACK |
VN0A4BJ2YS8 | Encore Linerless | BLACK/BROWN |
VN0A3TFP0QZ | Encore OG | BLUE/GUM |
VN0A3TFPO6O | Encore OG | MARSHMALLOW/PEWTER |
VN0A3TFP0BN | Encore OG | black/white 20 |
VN0A3TFQSKX | Encore Pro | BLACK/LILAC SNOW |
VN0A3TFQYQW | Encore Pro | DUCK GREEN |
VN0A3TFQKKC | Encore Pro | KHAKI/BONE |
VN0A3TFSYB2 | Hi-Standard OG | KENNEDI DECK WHITE/BLACK |
VN0A3TFST0U | Hi-Standard OG | black/white 19 |
VN0A5KS2Q46 | Luna Ventana Pro | BLACK/DUCK GREEN |
VN0A5KS20BP | Luna Ventana Pro | GRAY/MARSHMALLOW |
VN0A4BJ3N42 | Viaje | BLACK/GREY |
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.
To learn more about our community work, please visit our Checkerboard Fund page
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.