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F.A.Q.s - Frequently Asked Questions

General

  1. What does SAS stand for? What's the proper way to pronounce it?
  2. I'm a first-time customer. How do I order?
  3. Where can I find a SAS retail store? How do I know if my local shoe store is an authorized SAS vendor?
  4. How do I know if my favorite SAS shoe is still available?
  5. My laces keep coming undone, what can I do?
  6. What can I do if I have a question? What if I need assistance with the website?
  7. Do we repair, refurbish, or dye shoes?
  8. Is the color I see on the website the actual color of the shoe?

SAS Account & SAS Email

  1. What can I do with an SAS account?
  2. Does SAS have an Email newsletter?
  3. How often will SAS send out emails?
  4. How can I unsubscribe from the SAS E-club?

Gift Certificates

  1. Does SAS offer gift certificates? Where can they be purchased?
  2. Will I be able to order gifts online with SAS? Will they include a gift receipt?
  3. Does SAS offer gift wrapping? What if I wanted to include a gift message?
  4. Where can gift certificates be used? Can gift certificates be used for online purchases?

Ordering & Payment

  1. Can I change or cancel my order after it has been submitted?
  2. What forms of payment does SAS accept?
  3. Will it be safe to use my debit/credit card online?
  4. Can I place my order over the phone or by email?
  5. How can I order SAS shoes if I currently do not live in the US?
  6. Will I receive a receipt with my purchase?
  7. Why was I notified that my credit card declined?

Shipping Information

  1. What is the shipping policy?
  2. Does SAS offer expedited shipping?
  3. Which items are eligible for expedited shipping?
  4. Does SASshoes.com ship internationally?
  5. How can I track my order?
  6. How long will it be before I receive my order?
  7. Can I expedite my order being shipped to Alaska, Hawaii, U.S.
  8. Does SAS ship to PO Boxes or Military APO/FPO addresses?
  9. How are orders shipped and delivered to Alaska or Hawaii?
  10. How are orders shipped to US Territory addresses?
  11. How are orders shipped to APO/FPO Military addresses?
  12. I accidentally placed my order with standard ground shipping but I need the order sooner than that?
  13. I accidentally placed my order with the incorrect shipping address. What should I do?
  14. What can I expect to find in my package?
  15. Will I have to sign for my package?

Returns & Warranty

  1. What is San Antonio Shoemakers' (SAS) return policy?
  2. What if my shoe was a gift? Can I still return my shoe?
  3. Does SAS offer a warranty?
  4. I have a problem with the SAS shoes that I purchased on a third-party auction site. Who do I contact?
  5. Can I return or exchange my purchase that I made on SASshoes.com in a store?

Medicare/Diabetes

  1. Can I use my custom orthotics?
  2. Are SAS shoes Diabetic and Medicare approved?
  3. Does SAS gift free shoes for Diabetic SAS customers?

My Computer & I

  1. What are cookies? Do I need to enable cookies on my browser?
  2. When placing an order, I get an error message stating that there has been an authorization failure. What went wrong?

General

  1. What does "SAS" stand for? What's the proper way to pronounce it?
  2. "SAS" stands for San Antonio Shoemakers™. Sometimes we are referred to by our abbreviated name, which is SAS /‘es’a‘es/. While we prefer San Antonio Shoemakers™ over SAS, how our customers say our name is not as important to us as how they enjoy the comfort of our shoes.

  3. I'm a first-time customer. How do I order?
  4. Welcome to SAS! Placing an order with us is fast, simple, and completely secure. Just search or browse our site to find an item you want to order and add it your shopping cart by clicking the "Add to Cart" button on the product page. You'll be taken to your shopping cart where you can checkout by clicking the "Proceed to Checkout" button. Payment can be made by Visa, MasterCard, American Express, and Discover. After you place your order, you can check its status online by examining a confirmation email with tracking information upon the shipping of your order. If you prefer, you can also place your order over the phone by calling us at 1-877-727-7463 (SAS-SHOE). Note: Because it's not secure to transmit credit card information via email, we cannot accept orders by email.

  5. Where can I find a SAS retail store? How do I know if my local shoe store is an authorized SAS vendor?
  6. You can find all of the authorized SAS dealers as well as the SAS retail locations via our Store Locator page.. SAS works closely with its dealers to ensure customer satisfaction. An authorized SAS dealer will be able to provide assistance should you have a concern with your footwear.

  7. How do I know if my favorite SAS shoe is still available?
  8. If your local authorized SAS retailer does not have the style or color you want in stock, it may still be available. Most of our SAS styles stay around for many years and become wardrobe staples. The styles that are available on the website will be shoes that are all supported by our current line. However, if you have a question about a style that is not on the current website please contact our Customer Care department by calling 1-877-727-7463 (SAS-SHOE) or via email.

  9. My laces keep coming undone, what can I do?
  10. If you are having difficulty with our laces coming undone, it would be best to try tying them in opposite directions. This is when you make the second loop, go under and over the first loop towards the body. Please attempt to tie the shoes in this manner. This has been more successful with our customers.

  11. What can I do if I have a question? What if I need assistance with the website?
  12. If you are having difficulties with the website or have a general question about the site please call our Customer Care department at 1-877-727-7463 (SAS-SHOE) or email us a question.

  13. Do we repair, refurbish, resole or dye shoes?
  14. At this time, we do not offer repair, refurbish, or dyeing services, though we can possibly assist customers with their resoling needs. If you are in need of assistance with resoling services, please contact our customer care department via telephone at 1-877-727-7463. For any other shoe repair needs, we suggest that you contact your local shoe cobbler. In certain circumstances, we may also be able to send out repair parts for your shoes, and you may also inquire about those parts directly with our customer care department.

  15. Is the color I see on the website the actual color of the shoe?
  16. While we strive to accurately represent our shoes on our website, the actual color and texture cannot always be properly conveyed in a digital photograph. The reason for this ranges from the lighting used when the photograph was taken to the settings on your computer monitor display. If you feel an image on our site misrepresents the product, please let us know. We always appreciate the feedback!

SAS Account & SAS Email

  1. What can I do with a SAS account?
  2. SAS accounts will allow users to store shipping information, billing information, and keep track of current orders as well as view all of your past order history. You can also easily update shipping, billing, password, and email address information. Creating an SAS account is quick and easy and has many benefits. To create an SAS account please click here.

  3. Does SAS send out Email promotions?
  4. Yes! SAS has an E-club which will send you details on current promotions and discounts, information on new styles and colors, and features on SAS news and events. Rest assured, we respect the privacy of all of our customers. We promise not to sell your information nor send you unneccessary junk mail. Click here to join our SAS E-club.

  5. How often will SAS send out emails?
  6. Since we now have monthly promotions, you should expect to receive an email once or twice monthly. If you place an online order, make a change to your SAS account, etc., then you may see additional emails.

  7. How can I unsubscribe from the SAS E-club?
  8. Every email from SAS will feature an easy one click unsubscribe button located towards the bottom of the email.

Gift Certificates

  1. Does SAS offer gift certificates? Where can they be purchased?
  2. SAS does offer gift certificates and they can be purchased by calling the customer service department at 1-877-727-7463 (SAS-SHOE). At the present time, our customer care department is the only way to purchase gift certificates.

  3. Will I be able to order gifts online with SAS? Will they include a gift receipt?
  4. Yes! During the checkout process, and specifically during step #3 of choosing a shipping method, customers have the ability to mark an order as a gift. By checking the "Add gift options" button, the site will then offer you to add gift options to your entire order, or allow you to add gift options to individual items. This is perfect for those situations when shipping multiple gifts to the same address, but each item might be for a separate person or family member. At this time, customers do not have the ability to enter a custom gift message, but we are working hard to add this in the future. Please note that when you place an order and mark it as a gift, that the recipient will receive a regular receipt/packing slip with detailed pricing information. We are also working on a future option where gift receipts would not include any financial details.

  5. Does SAS offer gift wrapping. What if I wanted to include a gift message?
  6. At this time SAS does not offer gift wrapping.

  7. Where can gift certificates be used? Can Gift Certificates be used for online purchases?
  8. SAS gift certificates can be used at any of our retail locations. At this time SAS Gift certificates cannot be redeemed online, however they can also be used for purchases made over the phone with our customer care department. Independently-owned stores may not accept gift certificates and policies may vary.

Ordering & Payment

  1. Can I change or cancel my order after it has been submitted?
  2. If you have just placed your order then please contact our customer care department immediately at 1-877-727-7463 (SAS-SHOE). If more than an hour has passed or if it is after our 2 pm CT cutoff time, then chances are that our highly efficient and very eager warehouse team members have already packed and shipped your order. In either case, please call us for further assistance so that we can help resolve the situation.

    Our warehouse is located in San Antonio, TX and operates Monday - Friday. Orders that are placed by 2:00 pm CT will be processed the same day, otherwise they will be processed the following business day. Once orders are processed, they ship next business day.

  3. What Forms of Payment does SAS accept?
  4. We accept Visa, MasterCard, American Express, and Discover cards. SAS Gift Cards and SAS store credits can also be used as forms of payment, however please note that if you pay with an SAS® Gift Card or a store credit you must do so at a retail location or via our customer care department (1-877-727-7463). Note: Accepted payment types may vary for Independently-owned stores.

  5. Will it be safe to use my debit/credit card online?
  6. The SAS website features the latest in Extended Validation 256-bit SSL encryption provided by Comodo, Inc. Comodo is the leading internet security provider, who provides the highest standards of authentication and security. To ensure you are making a secure payment, you should look for the green trusted site seal and address bar from Comodo, Inc. SAS utilizes Authorize.net as our payment gateway. All financial transactions are encrypted and transferred to Authorize.net over the internet. SAS does not store any credit card information, making us 100% PCI compliant.

  7. Can I place my order over the phone or by email?
  8. While we can’t accept credit card information by email, you are always welcome to place an order by calling our friendly shoe experts at 1-877-727-7463 (SAS-SHOE).

  9. How can I order SAS shoes if I currently do not live in the US?
  10. We always welcome international customers to order from SAS. Anyone who currently is not within the US can call our customer care department at 1-877-727-7463 (SAS-SHOE) for assistance with ordering. Our customer care professionals will be able to help you with all questions regarding international shipping. Please check with your customs office for regulations and restrictions. You will be responsible for any and all duty charges and fees.

  11. Will I receive a receipt with my purchase?
  12. After you complete your order, you will receive an order confirmation email that can be used as a receipt. In addition, your order will be delivered with a packing slip / receipt in the box.

  13. Why was I notified that my credit card was declined?
  14. Receiving this notification means that we did not receive payment authorization from your financial institution. If your credit card payment was declined, we recommend verifying the card number, expiration date and billing address with our customer care experts by calling 1-877-727-7463 (SAS-SHOE).

Shipping Information

  1. What is the shipping policy?
  2. Standard shipping will be $10 for all shoe orders within the 48 contiguous United States. By default, orders will be fulfilled by either UPS Ground Residential or Fed Ex Residential (3 - 7 Business days). PO Box addresses will be shipped via USPS Priority Mail.

    Our warehouse is located in San Antonio, TX and operates Monday - Friday. Orders that are placed by 2:00 pm CT will be processed the same day, otherwise they will be processed the following business day. Once orders are processed, they ship next business day.

  3. Does SAS offer expedited shipping?
  4. SAS will offer expedited shipping options in the forms of: 3 Day Select (3 Business Days), 2nd Day Air (2 Business Days), Next Day Air (1 Business Day). These shipping options will be displayed during the checkout process. For a list of our available shipping services and their associated costs click here and refer to the chart labeled "What are SASshoes.com shipping fees?"

    Our warehouse is located in San Antonio, TX and operates Monday - Friday. Orders that are placed by 2:00 pm CT will be processed the same day, otherwise they will be processed the following business day. Once orders are processed, they ship next business day.

    Sorry, expedited shipping is not available for shipments to Hawaii, Alaska, U.S. Territories, PO Boxes, or Military APO/FPO addresses. Please allow additional time for orders shipped to these addresses.

  5. Which items are eligible for expedited shipping?
  6. Everything on our website is in stock and in our warehouse in San Antonio, TX. Everything is eligible for expedited shipping. Please note that when choosing and expedited mode of delivery on a business day (Monday - Friday) and it is after our 2:00 pm CT cut-off, that your order will not be processed until the next business day. For example if you order shoes at 3:00 pm (after the 2:00 pm CT cut-off) on a Friday and pay for overnight shipping your order would be processed the following Monday, and you would receive your item(s) on Tuesday.

    Sorry but expedited shipping options are not available for shipments to Hawaii, Alaska, and Military APO/FPO addresses.

  7. Does SASshoes.com ship internationally?
  8. At this time we do not offer international shipping other than U.S. Territories and Military APO/FPO addresses.

  9. How can I track my order?
  10. Once an order has been shipped, we will send you an email with your tracking information. Just click on the tracking # and it will take you to the UPS, FedEx or USPS website, depending on which carrier was used for your shipment.

    Please note: If your tracking # is not clickable then you may have to cut-and-paste the tracking # into the tracking area on the carriers own website.

    You can also track your order in your order history. Just log into your account using your email address and password, find your order # and click on “View Order”. Once in that order look down towards the bottom in the “Items Ordered” area and click on the “Track your order” link.

  11. How long will it be before I receive my order?
  12. When choosing our standard ground shipping within the 48 contiguous US, typically you should receive your order within 4-5 business days. Outlying rural areas in the extreme Northeastern and Northwestern United States may result in additional time in transit.

    Please allow additional time for shipments to U.S. Territories, PO Boxes, or Military APO/FPO addresses.

  13. Can I expedite my order being shipped to Alaska, Hawaii, U.S. Territories, PO Boxes, or Military APO/FPO addresses?
  14. Sorry, expedited shipping is not available for shipments to Hawaii, Alaska, U.S. Territories, PO Boxes, or Military APO/FPO addresses. Please allow additional time for orders shipped to these addresses.

  15. Does SAS ship to PO Boxes or Military APO/FPO addresses?
  16. Yes shipments can be sent to both PO Boxes and Military APO/FPO addresses. These orders will be shipped via USPS Priority Mail. Please allow additional time for orders shipped to these addresses.

  17. How are orders shipped and delivered to Alaska or Hawaii?
  18. Orders are shipped to Alaska and Hawaii via USPS Priority Mail. Please note that $10 per pair is charged for orders being sent to Alaska or Hawaii. Orders containing more than one pair of shoes will be shipped as separate packages to Alaska and Hawaii. This is to keep costs down for our customers as the difference between shipping a 2 lb. package and a 4 lb. package to either Alaska or Hawaii triples the shipping costs. Therefore, orders containing multiple pairs of shoes will be charged at a rate of $10 a pair but shipped in separate boxes.

    Please allow additional time for shipments to Hawaii and Alaska.

  19. How are orders shipped to US Territory addresses?
  20. Orders shipped to US Territories are treated exactly like orders shipped to Alaska and Hawaii. Orders are shipped via USPS Priority Mail at a cost of $10 per pair. Orders containing more than one pair of shoes will be shipped as separate packages to US Territories. This is to keep costs down for our customers as the difference between shipping a 2 lb. package and a 4 lb. package to US Territories triples the shipping costs. Therefore, orders containing multiple pairs of shoes will be charged at a rate of $10 a pair but shipped in separate boxes.

    Please allow additional time for shipments to U.S. Territory addresses.

  21. How are orders shipped to APO/FPO Military addresses?
  22. Orders are shipped to APO/FPO Military addresses via USPS Priority Mail at a cost of $10 per order (no limit to the number of items that can be purchased).

    Please allow additional time for shipments to Military APO/FPO addresses.

  23. I accidentally placed my order with standard ground shipping but I need the order sooner than that.
  24. If you’ve just finished placing your order, please call us and we’ll try to modify your order and upgrade your shipping to your preferred method. If we can accomplish this or not is based on internal business practices and depends on the current status of your order within our system. Please know that if it is after our 2 pm CT cutoff time, or if more than an hour has passed since you placed your order, then chances are that our highly efficient and very eager warehouse team members have already packed and processed your order! In either case, please call us for further assistance so that we can help get your order to you.

  25. I accidentally placed my order with the incorrect shipping address. What should I do?
  26. If you’ve just finished placing your order, please call us and we’ll update the address before the order ships from our warehouse. If more than an hour has passed or if it is after our 2 pm CT cutoff time, then chances are that our highly efficient and very eager warehouse team members have already packed and processed your order! In either case, please call us for further assistance so that we can help get your order to you.

  27. What can I expect to find in my package?
  28. First and foremost, you can expect to find your wonderful item(s) that we hope you love, just as much as we love creating them. Additionally, inside each box, we include a folder that will have a copy of your receipt, a return & exchange form, a piece of tape to help seal the box should the need for a return or exchange arise, and possibly a pre-paid return label (depending on your original shipping address and carrier used).

  29. Will I have to sign for my package?
  30. We do not require a signature when we ship your package. Please keep in mind that there are instances when a delivery driver may decide to choose this option, which is at their discretion and is out of our control.

Returns & Warranty

  1. What is San Antonio Shoemakers (SAS) return policy?
  2. We will be happy to provide a full refund or an even exchange of any unworn or defective merchandise within 30 days of the purchase, provided you have the original receipt. Refunds will be made in the form of the original payment for the price noted on the receipt. If you don't have a receipt or you return merchandise after 30 days from the purchase date, we can offer you an even exchange for any unworn or defective merchandise. We take great pride in handcrafting each shoe; however, please understand all materials will naturally break down over time, regardless of wear and tear or frequent/infrequent use. No product can be designed to last forever. In the event of an unusual situation, please contact our Customer Care department for a thorough evaluation. Be prepared to provide a brief summary to help us determine a solution.

    Note: This return policy is applicable to SASshoes.com and SAS-owned retail stores only. Independently-owned SAS stores or authorized SAS retailers may have their own individual return policies which may vary from this one

  3. What if my shoe was a gift? Can I still return my shoe?
  4. Absolutely! We will be happy to accept any return or make an exchange for gifted shoes as long as they meet our return policy guidelines. If you have a pre-paid return label then just follow our normal return procedures detailed here. If you live within the 48 contiguous United States and did not receive a pre-paid return label then please contact our customer care department to have one mailed to you. Please make sure to include the original receipt with your return shipment. If you no longer have the receipt, or one was not provided to you with the gift, then please contact our customer care department to have one sent to you via email. You can then print this receipt and include it with your return shipment.

    For customers that do no reside in the contiguous United States, please send your return or exchange to the following address:

    SAS Shoes
    Attn: E-Commerce
    1717 SAS Dr
    San Antonio TX 78224

  5. Does SAS offer a warranty?
  6. We do guarantee our footwear from manufacturer defects within a reasonable amount of time and wear. Normal or abnormal wear and tear will not be considered a manufacturer defect. While we use the highest quality leather and other materials available, all materials break down over time, whether worn or not.

  7. I have a problem with the SAS shoes that I purchased on a third-party auction site. Who do I contact?
  8. We recommend you contact the seller. Please note: SAS cannot assist with requests on purchases made through unauthorized dealers or third-party auction sites. Unfortunately, many of these third parties are selling shoes that have not been manufactured in quite some time. Authorized SAS dealers can be found on our Store Locator page.

  9. Can I return or exchange my purchase that I made on SASshoes.com in a store?
  10. Please note: Currently merchandise purchased on SASshoes.com can only be returned or exchanged directly with SASshoes.com. Merchandise purchased on SASshoes.com cannot be returned in stores.

Medicare/Diabetes

  1. Can I use my custom orthotics?
  2. SAS shoes are designed for comfort and fit. They are not specifically designed as orthopedic footwear. However, many of our styles have a removable footbed, which may accommodate an orthotic or appliance. We always recommend trying on the shoes with your orthotic to ensure a proper fit.

  3. Are SAS shoes Diabetic and Medicare Approved?
  4. SAS shoes have certain styles that are Diabetic and Medicare Approved. Any shoes that are in the Diabetic and Medicare Approved sections have specific descriptions on the shoes that are approved for customers with special medical needs.

  5. Does SAS gift free shoes for Diabetic SAS customers?
  6. SAS does not have a program to provide diabetics with free shoes. You may want to check with your health care provider or insurance carrier for assistance in purchasing our Diabetic and Medicare approved shoes. There are also agencies that can assist you and we are sure your physician will be happy to provide you with a list of these agencies.

My Computer & I

  1. What are cookies? Do I need to enable cookies on my browser?
  2. A cookie is a small amount of data that is sent to your browser from a website and is stored on your computer's hard drive. You need to enable cookies on your browser to enjoy all the shopping features on SASshoes.com. Cookies need to be enabled on your browser so you can add products to your shopping cart and to access your account information. If you share your computer with others and you do not want them to have access to your account information, be sure to log out before leaving your computer unattended. You can log out by clicking on "Logout" link at the top of the page.

  3. When placing an order I get an error message stating that there has been an authorization failure. What went wrong?
  4. Please double check the credit card number and expiration date on your card. Also, please be aware that SASshoes.com currently accepts Visa, MasterCard, Discover, and American Express for credit card payments. If you continue to have issues please call 877-727-7463(SAS-SHOE).