FAQ
Returns & Exchanges
1. Refunds: Within 7 days after delivery
2. Exchanges & Store Credit: Within 7 days after delivery
Please refer to our "Refund policy" for FULL details on terms and conditions that apply.
NOTE: Items must be in brand new, unworn condition with all original tags and packaging.
Please contact our email support@solestars.ca to get started on your return/exchange!
Shipping & Delivery
Do orders come with tracking?
Yes! Every order includes a tracking number so you can monitor your package at any time.
How long does shipping take?
We process all orders within 1–2 business days. Once your order is shipped, you’ll receive a confirmation email with your tracking number.
Delivery ETA's after a package is dropped off and scanned at the post office:
Ontario: Delivery ETA 1-2 business days.
Other provinces: Delivery ETA 2-7 business days.
United States: Delivery ETA 4-8 business days.
Note: Express shipping will take 1-2 business days for MOST Provinces/States.
ANY shipping delays by couriers are outside of our control and NOT our responsibility!
Will I be charged duties or taxes?
Orders OUTSIDE of Canada may be subject to duty fees and/or import taxes depending on the destination country. These charges are the responsibility of the customer.
What happens if my package is refused or left unclaimed?
If your package is refused or left unclaimed, including due to unpaid duties or taxes, any refund will be processed once the package is returned to us, less applicable shipping costs, return shipping costs, duties or taxes we incur, and restocking fees. Please see our Refund Policy for full details.
Contact & Support
Contact Options
- Instagram: @solestars.ca
- Email: support@solestars.ca
- Contact Form: Fill out our “Contact Us” form on the website
We aim to respond to all inquiries within 24–48 hours and look forward to helping you!
Size Guide & Assistance
Some of our products fit differently. For any product that fits different from true to size, you’ll see a “Fit Guide: _____” section in the product description highlighting how it fits.
If you’d like personalized sizing help, feel free to message us on:
1. Instagram: @solestars.ca (faster responses)
2. email: support@solestars.ca
We’re happy to recommend the best size based on your height and weight, or provide exact measurements so you get the perfect fit!