How Can we Help?


Contact Us

If you have any issues with your shoes we want to hear from you.

Our goal is to "make friends one pair at a time". We also welcome any suggestions you might have for how to improve our products and our service.

Our business hours are 8am–5pm Pacific Time, Monday through Friday, not including holidays.

Order Help

Want to cancel or change an order?

We'll try our best, but keep in mind we want to get your order out as quickly as possible so you and your new shoes can get to know each other better. If it's within an hour of placing an order, we may be able to change or cancel, so please call us as soon as possible and we'll see what we can do. Our business hours are 8am – 5pm Pacific Time, Monday through Friday, not including holidays. (844) 482-4800

See below for Returns and Exchanges

Sizing

Samuel Hubbard strives to produce shoes that are true to size. Many people ask us why shoes from different brands fit differently.

To begin with, many shoe manufacturers rush to market every season with new styles and don't take the time to perfect the fit.

Generally at Hubbard we lean towards a roomy, generous fit. We use tall toe boxes to allow wiggle room for the toes and allow better air circulation around the feet.  The greater comfort of our shoes is, in part, created by building on generous fitting lasts (the forms on which the shoes are shaped).

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

Print at 100% actual size. Do not use "fit to page".

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.

Widths

In our men's shoes, the medium width is equivalent to a D and the wide width is equivalent to EE. We are working on EEEE width for the future.

Our women's shoes come only in a Medium B width at the moment.

European vs. 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.

Shipping Information

At checkout you can choose from these shipping options:

  • 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

Please note that UPS will only deliver on Monday through Friday, excluding holidays. Orders received by 11:00am Pacific Time Monday through Friday (excluding holidays*) with an expedited shipping option will be shipped out the same day.

We are not able to ship to APO/FPO/DPO addresses.

If you would like to change the shipping option on your order, please call us immediately at (844) 482-4800.

*Holiday Calendar

In observance of U.S. federal holidays for 2018, the Samuel Hubbard warehouse will be closed:

  • Monday, January 1
  • Monday, January 22
  • Monday, February 19
  • Monday, May 28
  • Wednesday, July 4
  • Monday, September 3
  • Thursday, November 22
  • Tuesday, December 25

Orders placed on these days will be processed and shipped on the following business day.

Returns & Exchanges

Our return policy is easy. Need to make a return? No problem.

We’ll even take care of the shipping charges.

Return

Return Form

To return an item to us, 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.

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

If you are returning new shoes purchased on this website, we will inspect them and issue you a full credit in the form of your original method of payment, including any taxes paid. Please note, if you choose to use an expedited shipping method when you place your order, that fee will not be refunded.

Keep in mind, the inspection could take a few days and the refund should appear on your credit card statement by your next billing cycle. As long as the shoes are in new, unworn condition, your credit will be forthcoming.

Shoes Not Purchased at samuelhubbard.com

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.

Incorrect or Defective Shoes

We endeavor to produce very high-quality, well-crafted footwear and would like to know as soon as possible if you find a defect in your shoes. Please call us at (844) 482-4800 or send an email to support@samuelhubbard.com. We will gladly exchange the item or issue a full refund at our expense.

Need a Different Style or Size?

Please follow the instructions to return your item. It takes up to two weeks to process returns and issue a credit. We will notify you via e-mail once your return has been processed. You may place your replacement order at any time.

If you have any questions or would simply like us to enter your new order and prepare the Return Form for you, please email support@samuelhubbard.com or call us at (844) 482-4800 Monday through Friday 8 am to 5 pm Pacific Time.

Payment Information

We can only accept payment made in US dollars and from domestic banks. We accept Visa, Mastercard, Discover, America Express and PayPal. Once your order is completed we will obtain credit card authorization for the full amount of your order. Only after an order has been shipped will funds be withdrawn from your account. If an item is unavailable to ship immediately, the amount authorized for that item will be released within 48 hours.

If you pay using a debit card, your purchase will authorize immediate drawing of funds from your account.

Sales tax will be collected for certain orders, depending upon your shipping address. You will see any and all applicable taxes added to your order during checkout. All taxes will be credited for returns or exchanges.

Privacy & Security

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

Order Tracking and History

By creating an account with Hubbard you can easily view and track your orders with us. At the time of purchase you simply need to create a password to create an account. To view orders log into My Account and find your order under the Orders section

If you haven't registered with us, we'll still be your friend :) When your order ships we'll email you a Shipping Confirmation with a UPS tracking number. You can also check your order status here.

Of course if you’d like to chat with us — and who wouldn’t? — please call us between 8am – 5pm Pacific Time, Monday through Friday, not including holidays at (844) 482-4800.

Creating your own "My Account"

At this point you may be wondering "why should I register with Samuel Hubbard?"

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 is kept secure and will never be sold or shared with any other company or list agency. Please see our Privacy Policy if you have further questions

Resoling and Refurbishment Program

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

Shoe Care

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.

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. Some people like the weathered look of some of our leathers, like the tan waxhide, just as they like the look of an old, favorite pair of blue jeans. This is a matter of personal choice.

Nubuck and Suede Leathers

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 ScotchguardTM 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 not ever 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 will do.

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.

Navy Nubuck

The navy nubuck leather used in your Men's 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 sourced 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 will email support@samuelhubbard.com with your mailing address. Please allow two to three weeks for delivery. This dye is only compatible with the Men’s Hubbard Free Navy Nubuck shoes.

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 has 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", others 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 that a brush will work.

Samuel Hubbard in Retail Stores

At this time, our shoes are sold by a number of fine retailers across the United States. We are in the process of expanding our retail accounts so, if you would like to see Hubbard shoes in a shop near you, please contact us and let us know the name of that shop. We will endeavor to get them to begin offering our products.

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.

Hubbard Satisfaction Guarantee

At Samuel Hubbard we want you to be happy with your new shoes. If you have any problem with your shoes, we want to know and we will either repair or replace them for you. If you purchase your shoes directly from us on this website and if your shoes should require resoling within six months from the date of purchase, we will resole them with original soling materials at no charge.

After the initial six months, we offer a first-class Resole Program which costs $75.