🎁 VIEW OUR HOLIDAY SHIPPING DEADLINES

FAQs (Frequently Asked Questions)

 

Frequently Asked Questions


Placing an Order

How do I purchase from SamuelHubbard.com?

There are two ways to make purchases:

Online: Add items to your shopping cart and just follow the checkout process.

Over the Phone: Call Customer Service - (844) 482-4800 Monday through Friday, 8 AM - 5 PM PT.

How does the shopping cart work?

Each time you add an item to your cart, a mini-cart will drop down as a quick confirmation for you. To checkout, click the View Cart & Checkout button. From the shopping cart you can choose to either Continue Shopping or to proceed to Checkout.

The Checkout will take you through steps to choose your shipping method and shipping address.

If you are a first time customer, you’ll be asked for information to establish your SamuelHubbard.com customer account or you may choose to checkout as a guest by not creating an account.

If you’re a returning customer with an account, you’ll be asked to login using your email address and password.

Once you review the order and enter your payment information, you will be prompted to place your order.

We suggest that you print a copy of the order confirmation page for your records.

What happens when an item is out of stock?

We do our best to keep items in stock, but cannot always predict when an item will become highly sought after or when a shipment to our warehouse will be delayed.

If an item is out of stock, you will not be able to add it to your cart. Instead, you will have the option to add your information to the waitlist for that item and be notified when it is available. To sign up for the waitlist for an out-of-stock item, click the Sign Up button and enter your contact information. We will notify you via email once the item is available.

If you sign up for the waitlist, you are not pre-ordering and your credit card is not charged. When you receive the “your item is available” email, you must respond in order to place your order.

Will I receive an email confirmation after placing an order?

Yes, we will email you an order confirmation shortly after placing your order. We will also send you a shipment confirmation email with tracking information as soon as your order ships.

Do you ship to Alaska and Hawaii?

Yes, orders can be shipped to Alaska and Hawaii via any shipping method of your choice. Please note: orders shipped to Alaska and Hawaii with UPS Ground may take up to 10 business days to arrive.

Do you ship to International addresses?

At this time, we only ship to U.S. addresses.

Do you ship to PO or APO/FPO Boxes?

We are unable to ship to these types of addresses at this time. All orders must be shipped to a physical address.

Where are orders shipped from?

All orders are shipped from our warehouse in Union City, California.

Tracking an Order

How long does it take to receive my order?

All orders are shipped via UPS. Orders are shipped Monday through Friday, excluding holidays. Note: Processing time can take 1-2 business days before order are shipped.

UPS Ground

Free — 4-10 Business days after processing

UPS 3 Day Select

$18 — 3 Business days after processing

UPS 2nd Day Air

$24 — 2 Business days after processing

UPS Next Day Air Saver

$42 — Next business day after processing

View full shipping details and rates.

How do I know if my order shipped?

As soon as your order is on its way, we’ll email a shipping confirmation. The email address you provide is the one we use for any order updates. To ensure Samuel Hubbard emails are not blocked by your provider’s filter, you may also want to add weborders@samuelhubbard.com to your email address book. If you have registered an online account with us, you can also go to your SamuelHubbard.com My Account page to find your order details.

What if I don’t get an order/shipping confirmation?

Check your SPAM folder. Sometimes Samuel Hubbard emails are blocked by your provider’s filter. To keep this from occurring, add weborders@samuelhubbard.com to your email address book.

If this isn’t the problem, contact Customer Service at support@samuelhubbard.com or (844) 482.4800 Monday through Friday, 8AM - 5PM PT.

What happens if I don’t get my order when I expected to receive it?

Most orders are received within 5-10 business days from the time they ship. There can be exceptions due to unexpected weather conditions or other unforeseen events. We ask that you allow up to a total of 10 business days for delivery from the time you receive your shipping confirmation. You can view our standard delivery information here.

If you still haven’t received your order, we’ll help track it down and make sure that you get your order as quickly as possible. Contact Customer Service at support@samuelhubbard.com or (844) 482.4800 Monday through Friday, 8AM - 5PM PT.

How do I track my order?

Your shipping confirmation email includes a tracking number for the order along with a clickable UPS link. To review the status of your order, click the UPS link in the email.

If you have registered for an online account with us, you can also go to your SamuelHubbard.com account to find order details including shipping dates and tracking numbers. Enter your email address and password here to view your order history.

If you still need assistance please contact Customer Service at support@samuelhubbard.com or (844) 482.4800 Monday through Friday, 8AM - 5PM PT.

Shipping Information

What are my shipping options?

All orders are shipped via UPS. Orders are shipped Monday through Friday, excluding holidays.

UPS Ground

Free — 4-10 Business days after processing

UPS 3 Day Select

$18 — 3 Business days after processing

UPS 2nd Day Air

$24 — 2 Business days after processing

UPS Next Day Air Saver

$42 — Next business day after processing

View full shipping details and rates.

Can I change or cancel an order?

We'll try our best, but keep in mind we want to get your order out as quickly as possible. If you call within an hour of placing an order, we may be able to cancel it so please call us as soon as possible at (844) 482.4800 Monday through Friday, 8AM - 5PM PT.

Payment Information

What are my payment options?

We accept the following payment methods:

Visa

MasterCard

American Express

Discover

PayPal

Is my information secure?

All of your transactions are protected by SSL encryption software. This encrypts your credit card number so it cannot be read as the information travels over the internet. This industry standard is the best software available today for secure commerce transactions.

For more information, please see our Privacy Policy.

When paying with a credit card, at what point does SamuelHubbard.com charge my credit card account?

When you place an online order, we authorize your credit card to make sure sufficient credit is available. A hold is placed on funds equal to your order total until the order is shipped. Your credit card is charged at the time that your order is shipped. If your order is cancelled, the authorization will be released within 48 hours.

Will I be charged sales tax?

Sales tax will be collected on all orders shipped to California. You will see any and all applicable taxes added to your order during checkout. All taxes will be credited for returns.

Returns

What is the SamuelHubbard.com return policy?

Your satisfaction is our top priority. If you are not completely satisfied with your shoes, you may send them back for a refund. We’ll even pay for the return shipping charges. We ask that the shoes be returned in new, unworn condition. Returns will be processed and refunded within 10 business days of receipt.

How do I return a product?

It’s easy. The first step is to fill out the Return Form. You will need your order number, which can be found on the packing slip and on your email order confirmation—or please feel free to call or email us and we’ll locate your order number for you. Our Customer Service team can be reached at returns@samuelhubbard.com or (844) 482.4800 Monday through Friday, 8AM - 5PM PT. After completing the Return Form, print out the pre-paid UPS shipping label. You will use this label to send us your return.

  • Put the unworn shoes back in their original box and place in an outer carton.
  • Place the UPS return label on the outer carton (not the shoebox, please).
  • Bring the package to your local UPS store, UPS drop box, or give it to a UPS driver.

Returns will be processed and refunded within 10 business days of receipt. If you have any questions about your return or refund, please contact Customer Service at support@samuelhubbard.com or (844) 482.4800 Monday through Friday, 8AM - 5PM PT.

Can I make an exchange?

While we currently do not offer direct exchanges, the easiest way to exchange an item is to first place a new order for the replacement item you want, and then send back the original item to receive a refund. It can take up to 10 business days to receive your refund. If you have any questions or would like us to enter your new order and prepare the Return Form for you, please email returns@samuelhubbard.com or call us at (844) 482. 4800 Monday through Friday, 8AM - 5PM PT.

What if I purchased my shoes at a retail store?

Occasionally, Samuel Hubbard ships shoes directly to our customers at the request of the retail store where the purchase was made. If that is the case, please contact the retail store or website where the purchase was made for a refund.

What if I have a problem with my order?

We make every effort to ensure that your order is correct and arrives in excellent condition. Every packed order is inspected for accuracy by our experienced warehouse staff. If you do find an error, please contact us immediately via email at support@samuelhubbard.com or call us at (844) 482. 4800 Monday through Friday, 8AM - 5PM PT.

Your Account

How do I create an account?

You can create an account before or after placing an order. To create an account before placing an order, click here. The personal information you enter establishes your account. Whenever you shop, use this email address and password to sign into your account. Immediately after placing an order without logging in, you will be prompted to create an account. Simply choose a password and your account will be created. By registering you will be able to quickly view and track all of your web orders, check out even more easily, and store multiple addresses. Please be assured that whatever information you provide to set up your online account is kept secure. Please see our Privacy Policy if you have further questions.

How do I change my billing/shipping address?

You have the opportunity to update your personal information during checkout, including billing and shipping addresses. Review the information carefully for accuracy. Once you submit your order, it is processed right away for immediate shipment.

Can I reset my password?

You can change your password any time. Select "Account" near the top of any SamuelHubbard.com webpage and enter your email address and password to access your account information. Under "Your Account" click the "Edit" button to make updates. You will have the option to change your name, email address and password.

How do I sign out of my account?

The sign out button is accessible on the “Account” page of our website.

Sizing

What size am I?

If you are not sure what size you wear, we recommend that you print out and use the appropriate Foot Measuring Tool below. Print out the measuring tool and piece the two pages together using the alignment arrows. You can also carefully trace your foot on paper and look up your size on the same chart in either inches or centimeters. Make sure you are standing, wearing the socks you will wear with your new shoes. Finding your size is explained on the tool itself.

Please note that you must print the measuring tool at 100% actual size. Do not use "fit to page" or size reduction for printing.

Men’s Size Measurement Tool

Women’s Size Measurement Tool

This is useful to do because then you will know what size you really should wear. Because many shoe stores don't carry wide widths they encourage people to buy a longer shoe to make room for what is actually a wider foot and not a longer foot. When these people measure their feet and then order one of our wide shoes they often find that they have the right fit for the first time.

What widths do you offer?

We offer Medium and Wide widths in our Men’s shoes. The Medium width is equivalent to a D and the Wide width is equivalent to a EE. Our women’s shoes are currently only available in a Medium width which is equivalent to a B width. We hope to add narrow widths and extra wides in many styles in the future.

Are your shoes made using the American size scale?

Samuel Hubbard shoes are made using the American size scale. Some companies have begun to use the European size scale, but there are fewer sizes in that scale. By using the American scale, we can achieve a more accurate fit. If your current footwear is marked in European sizes and you are unsure of your American size, please use the Foot Measuring Tools above.

Do your shoes run true to size?

Yes, our sizing corresponds to the Brannock device (the measuring device used in most shoe stores).

Shoe Care

How do I clean my soles?

People often ask us about the white and the silver Vibram soles. These are easily cleaned with either a facecloth or a sponge with a bit of dish soap and water. Stubborn stains can be cleaned with a lightly abrasive sponge pad such as you might use on a frying pan. The soles are made from a non-porous material so dirt sits on the surface.

How do I care for Full Grain Leather?

Hubbard uses the finest full grain soft leathers in our uppers. These can be kept like new using any premium wax paste shoe polish. Saddle soap is also handy for cleaning the leather occasionally. Small scuffs can be treated with liquid polishes.

How do I care for Nubuck and Suede Leather?

The difference between suede and nubuck is in the manufacturing process. Nubuck is created by a process of brushing/sanding the outside of leather to roughen the surface; suede on the other hand, is where the inside of the leather is brushed/sanded. The result is that nubuck is tougher and more resilient to stains and scuffs.

We recommend that you spray your new shoes with a waterproofing/stain repellant product to boost the stain repellants that we apply in the factory. This will help to keep stains off the leather in the first place. Spraying your shoes every three to four months is recommended.

Everyday dirt can be removed with a small brush, either a natural gum latex or a fine wire brush. Another approach is to use simple hand soap and water on a facecloth or sponge and wash the upper leather. After washing it is best to allow the shoes to dry in the air. It is never recommended to use heat to dry leather as it tends to stiffen the leather.

Oil stains on nubuck and suede are stubborn and are difficult to remove. If you happen to get a stain on your shoes (especially oil or grease), try to blot with whatever absorbent material is handy. Sooner is better as the stain may sink in. DO NOT use water as it may cause the stain to set. Sprinkle the stain with baby powder or any kind of talcum or chalk. DO NOT rub it in, but simply let it sit on the surface. Let it sit overnight and then lightly brush it off in the morning. Then you can use a nubuck/suede brush, or any stiff brush such as a nail brush.

If there is still a stain, you can try using a commercial degreaser. If this leaves the stained area lighter, you might consider applying the baby powder and degreaser across the entire shoe.

Another technique is to use an abrasive cleaning eraser, just as you would use a gum eraser on paper. It is a good idea to finish the cleaning with the nubuck/suede stiff brush.

How do I care for my Navy Nubuck Hubbard Frees?

The navy nubuck leather used in your Hubbard Free shoes is an unusual type of leather. It is a doubly tanned leather that is first drum-dyed as a yellow leather and then has a blue tanning dye applied to the surface. It is this special tanning that gives your shoes the unique look with the yellow edges where the leather has been cut.

The navy blue can become somewhat faded and we have found a blue spray dye that can restore the color of the leather. We will be happy to send this dye to you with our compliments if you contact Customer Service at support@samuelhubbard.com or (844) 482.4800 Monday through Friday, 8AM - 5PM PT. Please allow 1-2 weeks for delivery.

How do I care for Saddle Tan Waxhide?

The leather in these shoes is called oil-tanned, pull-up leather. The leather is impregnated with oils when it is tanned, producing a leather that is extremely strong and with certain waterproof characteristics, although it is not technically waterproof.

Over time the oil in the leather will work its way to the surface and you will notice that the shoes tend to get darker in color, except in the creases caused by flexing. Also, a scratch on the surface will leave a lighter area. Some people call this a "distressed look" and think of it as rugged and real looking. If you prefer to smooth out the coloration of the shoe to a more uniform appearance, we suggest using a brush.

Can Samuel Hubbard shoes be resoled?

Samuel Hubbard shoes are constructed so that they can be nicely resoled. We have set up a program with John Bradley at Resole Patrol. He has an excellent facility and we are supplying him with original Vibram soles so that your shoes can be as comfortable as the day you first wore them.

For more information please visit our Resole & Refurbishment Page.

Do you offer replacement laces?

Yes! To request replacement laces, contact Customer Service at support@samuelhubbard.com or (844) 482.4800 Monday through Friday, 8AM - 5PM PT.

Where are your shoes made?

Our shoes are meticulously handcrafted Portugal. Our soles come from the Vibram company in Italy. We use only the finest European leathers and materials, and strive to perfect every detail. The tanneries that we buy from comply with the European environmental standards called the REACH norms.

Samuel Hubbard In Retail Stores

Where can I find Samuel Hubbard shoes sold near me?

At this time, our shoes are sold by a number of fine retailers across the United States. To find the retail store nearest to you, use our Store Locator or call us at (844) 482-4800 and we'll help you find a store nearby.

Catalogs

How can I receive your catalog?

We would be happy to send you our latest catalog. To request a free catalog, contact Customer Service at support@samuelhubbard.com or (844) 482.4800 Monday through Friday, 8AM - 5PM PT. You can also view the online version of our latest catalog here.

I no longer want to receive your catalogs. Can you remove me from your mailing list?

Our Customer Service team can assist with this. Please contact us at support@samuelhubbard.com or (844) 482.4800 Monday through Friday, 8AM - 5PM PT. Please note: It may take 1-2 catalog mailing cycles for your information to be completely removed.

Emails

I no longer want to receive your email newsletters. Can you remove me from your email list?

The quickest way to be removed from our email newsletter list is to click the "unsubscribe from this list" link at the very bottom of the email we sent you. This is an instant, one-click unsubscribe. You will no longer receive newsletter emails from us.

If you don't have the newsletter email and are unable to click the unsubscribe link, we can manually remove you from our email list. Please contact us at support@samuelhubbard.com or (844) 482.4800 Monday through Friday, 8AM - 5PM PT.

Gift Cards

Can a gift card be used more than once?

Yes, provided there is still a balance remaining on the card.

Can more than one gift card be used towards a purchase?

Yes.

Can I check my balance?

Yes, you may check your balance at any time here.

Can gift cards be reloaded?

No, at this time, gift cards can't be reloaded.

Can a gift card be used to pay for taxes?

Yes, gift cards are applied to the final order total which includes shipping and taxes.

What is an e-gift card?

It's the perfect gift any time of the year. Select the amount you would like to give (between $100 and $400). We e-mail it to the lucky recipient's inbox. It's that simple!

Will my gift card expire or decrease in value?

Samuel Hubbard Gift Cards don't have expiration dates or additional fees. The value of your gift card will be reduced when used to make a purchase.

Where can I redeem my gift card?

Gift cards can only be redeemed online at samuelhubbard.com or by calling 844.482.4800.

How long does it take for the recipient to receive the e-gift card?

Order processing times may vary by the time of day the order is placed, but the recipient will normally receive the e-gift card within six hours after the order is placed and payment is authorized and verified.

How many gift cards may I purchase?

You may purchase an unlimited number of gift cards.

Do you charge shipping for gift cards?

There is no shipping charge for the e-gift card.

Gift card terms and conditions

Coupons and discounts cannot be applied to gift card purchases. If other merchandise is included in your order, the coupon value will apply only to those items.

Sales tax will not be applied to gift card purchases. If other merchandise is included in your order, tax will apply only to those items.

Treat this gift card like cash. Samuel Hubbard will not be responsible for lost or stolen gift cards.

Samuel Hubbard gift cards are transferable and contain no expiration date.

Samuel Hubbard gift cards are non-refundable and cannot be exchanged or resold and cannot be redeemed for cash (except where required by law).

I entered my gift card information. Why is it still asking for my credit card?

Your Samuel Hubbard gift card may not cover the full order total, which can include sales tax or the difference of the order. Gift card funds will be applied to your order total first, and any remaining amount will be covered by your credit card. On the Confirmation Order page, be sure to review the payment information and total charge of your order to confirm all details are correct.

How are returns & credits handled?

If you would like to return an item that was purchased by a Samuel Hubbard gift card, your refund will be credited to an online credit. Any funds charged to a credit card will be automatically credited to the same gift card.

Are there any fees associated with the purchase of an e-gift card?

No. You will only be charged the face value of the e-gift card.

Can I buy an e-gift card for myself?

Yes. To do so, enter your own email address in the "Recipient Email" fields or your physical shipping address in the "Delivery Details" field, enter your own name as the recipient name, and complete the transaction. When you receive your e-gift card alert via email, follow the instructions in this message to retrieve and redeem your e-gift card.

I want a printed e-gift card to present to someone as a gift. How do I do this?

Simply personalize the e-gift card for your recipient, have it sent to yourself, and then print it. To do this, enter your own email address in the "Recipient's Email" field. Next, enter your recipient's name and your personal message on the gift card preview, and complete the transaction normally. You will receive an e-gift card alert via email. Follow the instructions in this message to retrieve your e-gift card, and then choose "Click to print this page." The resulting printout may be presented as a gift to the recipient.

RECEIVING & REDEEMING

What exactly does the recipient receive when I send an e-gift card?

On the delivery date you choose, a message is sent to the recipient informing them of your gift, with a link to retrieve it online. The link in the email goes to a page showing the e-gift card you created (the design you selected, with your recipient's name and your personalized message), its value, and code number. This page also gives simple instructions for redeeming the e-gift card. Sometimes, special offers and promotions are listed on the page.

Do I need a special printer to print my e-gift card? Do I need to print color?

No and no. Most standard office and household printers are equipped to print e-gift cards, and you do not need to print in color. Some printers produce great results, and older printers sometimes don't print certain images well, but the most important thing is that the code number below the e-gift card is clear. If it is not, you may need to install a new ink cartridge.

Can I send an e-gift card to an international address?

You may send it to an international recipient, but it can only be redeemed for product shipped to a U.S. address.