FAQS
customer support
FAQS
About Our Shoes
Q: WHERE CAN I FIND YOUR SIZE CHART?
A: The QUADSis® size chart is based on a Woman’s universal standard and our shoes run true to size. Our size charts are found here and also on each product page for easy reference.
Q:HOW DO THE SHOES FIT?
A:Please refer to our printable U.S. size chart for measurements and conversion to EU sizing.
A size chart will also be included in the shipping box to keep for future reference as your child’s foot grows.
COMING SOON! We are working hard to partner with a 3D scanner to offer an amazing measurement tool based on your unique foot shape and size. Check back soon to try it out!
Q: I HAVE A NARROW FOOT. WILL YOUR SHOES FIT ME?
A: Our shoes are narrower in the heel and a bit wider in the forefoot to allow for natural movement and the toes to not be cramped.
Our current production runs are medium widths. If you have a slightly narrow foot, QUADSis® will fit you. If you are an AA or AAA narrow QUADSis® may fit a bit wide on you in the heel and forefoot area.
Q:I HAVE A WIDE FOOT. WILL YOUR SHOES FIT ME?
A:Our current QUADSis® product assortment is offered in a medium width. If your foot is slightly wide like a B+ to C width, QUADSis® will most likely fit your foot. If you are a D width, our shoes could be a bit tight.
Q: THE COLOR I WANT IS GONE. WHEN WILL YOU RECEIVE MORE?
A:Please send an email to customerservice@shopquads.com letting us know what color and style you are looking for so we are sure to add you to an alert list if we are planning restock.
Q:WHEN WILL YOU RELEASE NEW COLORS?
A:We love freshening up our product offering and launching new colors and styles for QUADSis® customers every few months. Take a look at our product pages to see what’s new!
Send us your suggestions to customerservice@shopquads.com and we will keep your suggestions in mind as we develop new QUADSis® styles and colors.
Q: HOW DO I CARE FOR MY QUADSIS® SHOES?
A:We recommend two ways to care for your QUADSis®.
For cleaning suede, the best way to clean them is with a suede brush or soft bristle toothbrush.
For tough oil or dirt stains, we suggest a suede eraser that can be purchased at a local shoe repair shop.
For other materials such as leather, use a damp cleaning cloth to wipe down your shoes.
For styles with a removable footbed (insole), take it out to wash separately using the gentle cycle in the washer with cold water.
Keep shoes out of direct sun when drying; never put your shoes or footbeds (insoles) in the dryer, direct sun, or next to a heater.
Q:ARE YOUR SHOES WATERPROOF?
A:We currently do not make any waterproof shoes. It is something we are working on for a future launch.
Email us at customerservice@shopquads.com to share your ideas! We would love to hear from you.
Q:WHAT IF MY SUEDE SHOES OR BOOTS GET WET?
A:A little bit of water will not ruin your QUADSis®. Just let your shoes dry, and if there is a water spot, use a suede brush or a clean, soft bristle toothbrush in a circular motion.
Remove the footbed (insole), when possible, so your shoes dry more quickly.
Q:ARE THE FOOTBEDS/INSOLES REMOVABLE?
A:Yes, in some styles, our footbeds (insoles) are removable and washable. You can take them out and replace them with orthotics or just wash them whenever needed. Use cold water and follow the washing instructions above.
For styles products with an open toe or sides, the footbeds (insoles) are not removable.
Q:CAN I WEAR MY QUADSIS® WITH ORTHOTICS, AFOS AND SMOS?
A:In styles where our footbed (insole) is removable, you should be able to put in your own orthotics, AFOs, and SMOs. You may need to order up a size for them to fit well so keep that in mind when purchasing.
Some people choose to wear them on top of our footbed (insole) and some take the footbed (insole) out, depending on the type of orthotic you have.
Q:ARE QUADSIS® LATEX FREE?
A:Yes, our shoes are latex free.
Q:ARE YOU AMERICAN P0DIATRIC MEDICAL ASSOCIATION (APMA) APPROVED?
A:The APMA Seal of Acceptance Program recognizes products that have been found beneficial to foot health. The Seal is a recognition granted to products.
The preparation, application, and review process can take approximately six months. As a new brand, we have started this process and are working hard to have our products ready to submit for the APMA Seal of Acceptance. We look forward to sharing the results with you!
Q:DO YOUR SHOES HAVE ARCH SUPPORT?
A:QUADSis® footbeds have a low arch which we believe is best for your feet. Our research shows that an arch that is too prominent does not allow for natural foot development or growth.
Our cushioned footbed is made of recycled scrap material from the fashion industry, which gives the bottom side of our footbed a fun, confetti look.
Q:WILL MY SHOES STRETCH?
A:While some shoes do stretch over time, your QUADSis® will not. We use high quality leathers and materials hand selected with our manufacturing partners that will form to your foot over time.
It’s normal for your new shoes to feel just that, NEW. If you are unsure about the fit, we suggest wearing them inside for a couple days to allow them to form to your feet.
Q:IS LEATHER ETHICAL OR SUSTAINABLE?
A:Leather is a natural by-product of the meat industry. No animals are killed to make your QUADSis®.
Leather is a great material for shoes as it is bio based, natural, breathes (does not make your feet sweat), and forms to your foot.
Q:IS QUADS DESIGNS MANUFACTURING ETHICAL?
A:We consider multiple factors in the ongoing search for ethical and sustainable manufacturing partners and materials. By selecting suppliers and partners with the same values, we are very deliberate in reviewing all aspects of our supply chain to create the most ethical and well-made product possible and our leather materials are supplied by Gold Certified Leather Working Group tanneries.
Q:WHAT IS YOUR BOX MADE OF?
A:QUADSis® boxes are 100% recyclable and biodegradable. The QUADSis® box is ethically manufactured and designed with simplicity and sustainability in mind.
Your QUADSis® box is an “all-in-one”. Our shipping box and shoe box are one and the same for single pairs, thereby reducing waste. We will ship multiple pair orders in a bigger box.
We also hope you reuse your box and if not, please recycle it.
Q:CAN YOU REPAIR MY SHOES?
A:Please email us photos of your needed repair to customerservice@shopquads.com and we will get back to you within 48 hours with options for repairing or replacing your shoes.
Q:WHAT ARE THE UPPER MATERIALS?
A:The material description can be found on each style’s product page.
Q:WHAT IS YOUR OUTSOLE MADE OF?
A:Our comfortable and flexible midsole is made of polyurethane and some styles are wrapped. Our outsole (shoe bottom) is made of a durable and flexible Thermoplastic Rubber.
Shipping & Customer Service
Q:HOW MUCH WILL IT COST TO SHIP MY ORDER?
A:
Q:HOW LONG WILL IT TAKE TO GET MY SHOES?
A:QUADS Designs’ headquarters is in Atlanta, Georgia. We will process your order as quickly as possible and estimate Ground shipping delivery time based on what part of the country you are in.
However, we know delivery estimates can vary due to time of the year, holidays, weather, and much more! Be on the lookout for an email with tracking information once your order ships to see when your QUADSis® package will arrive.
Q:CAN I GET MY SHOES FAST?
A:If you would like to quickly receive your QUADSis®, we offer expedited shipping at a fee. These options will be shown at checkout. Be sure to select the method that is best for you.
Q:HOW DO I TRACK MY ORDER?
A:An email will be sent to the email address associated with the order once the order ships. This email will include the tracking number for the package, which can be tracked through the shipping carrier’s website.
Q:CAN I CHANGE OR CANCEL AN ORDER BEFORE IT SHIPS?
A:Please email customerservice@shopquads.com for assistance. We may be able to cancel your order, but can not always guarantee cancellation requests.
Q:WHAT SHOULD I DO IF I DIDN’T RECEIVE A SHIPMENT?
A:If you’re missing items or shipments, contact us at customerservice@shopquads.com within 5 days of tracking delivery notifications. QUADS Designs is not responsible for any package lost or stolen after confirmed delivery.
Q:HOW CAN I SET UP MY PACKAGE TO REQUIRE A RECEIPT SIGNATURE?
A:Please email us at customerservice@shopquads.com to set up signature confirmation for your package.
Q:DO YOU SHIP TO PO BOXES?
A:We are only able to ship to a physical address as our carriers do not deliver to PO Boxes.
Q:DO YOU SHIP TO APO/FPO & U.S. TERRITORIES?
A:We are in the process of setting up shipping to the APO/FPO and U.S. Territories with our providers and look forward to announcing this soon.
Q:DO YOU HAVE A MEMBERSHIP OR REWARDS PROGRAM?
A:As a new brand, we are working on this and will be sure to let you know once we have this in place! Sign up for our email list here so you are sure to get notified as soon as this happens.
Q:DO YOUR SHOES GO ON SALE?
A:We will advertise all of our QUADSis® sales! Please sign up to be on our email list so we can notify you as soon as a QUADSis® sale is announced.
Q:HOW DO I BECOME A QUADSIS® MODEL?
A:QUADSis® loves sharing real life stories and including customers as part of our brand experience.
Please tag us on Instagram, Facebook & Pinterest and share with us you wearing your QUADSis®! #QUADSis #QUADSdesigns #shopquadsis #shopquads
Q:WHAT IS YOUR CUSTOMER SERVICE NUMBER AND HOW DO I GET A REAL PERSON ON THE PHONE?
A:Most of your questions can be answered here in our FAQs. Size chart, returns, shipping, and more.
Please call us at +1 (800) 674-6604 to speak with a live person between the hours of 8 a.m – 5 p.m. Eastern Monday through Friday (except holidays). If we don’t pick up, it means we are helping other QUADSis® brand lovers. Please leave us a message and we will call you back within 24 hours.
We are also available via customerservice@shopquads.com or send us a note on our Contact Us page!
Q:WHERE ARE YOU LOCATED?
A:QUADS Designs is located in the United States. Our headquarters are in Atlanta, Georgia.
Q:HOW DO I UNSUBSCRIBE FROM YOUR EMAIL LIST?
A:We would be sad to see you go and would love to have you back again soon! Please click the Unsubscribe button at the bottom of your marketing email. Please note: You cannot Unsubscribe from transaction emails.
Payment & Billing
Q:WHAT METHODS OF PAYMENT CAN I USE?
A:Credit Cards: Visa, MasterCard, American Express and Discover Network
Payment Services: Apple Pay, Google Pay, & PayPal
Q:WHAT IS A CREDIT CARD AUTHORIZATION?
A:Once your order is placed, a pre-authorization (pending charge/hold) for the full amount will be applied to your credit card. Depending on your financial institution, this pre-authorization is usually removed automatically within 7 days.
Q:WHEN WILL MY CREDIT CARD BE CHARGED?
A:Your credit card will be charged for the order total when your product ships.
Q:WHAT KINDS OF PROMOTIONS DO YOU OFFER?
A:We like to reward our customers with special promotional offers. Available promotions will be advertised on our website when they occur and via email campaigns. Sign up now to stay in the loop on all things QUADSis®!
Q:HOW DO I APPLY A PROMOTION OR DISCOUNT ON MY ORDER?
A:Promotion Code: You may qualify for a promotion that is associated with a specific code. Promotion codes will be displayed on the website or in emails when they occur. To retrieve your promotion, enter the code in the promotion code field in the payment section during the Checkout process.
Automatic: Some promotions will not require a promotion code and will automatically be added to your order during the Checkout process. You will then see the promotion has been added at the bottom of the Checkout page.
Q:ARE THERE ANY RESTRICTIONS FOR PROMOTIONS?
A:All promotions are available for a limited time during indicated dates, and only while supply lasts.
Returns & Exchanges
Q:WHAT IS YOUR RETURN POLICY?
A:QUADS Designs offers returns and exchanges within 30 days of delivery. Shoes must be unworn, undamaged, and shipped back in the original shipping box for a refund.
Returns are processed in 10-14 business days and refunds of product charges only can be expected 5-7 business days after processing. A $10 restocking fee will apply to all returns. Try exchanging for a new size to avoid this fee!
Returns are considered on a case-by-case basis with the ultimate goal of making our valued customers happy. We stand behind our QUADSis® products and want customers to be satisfied and happy with their purchases.
We will always do our best to take care of you and we will always be fair and reasonable. We believe that when we treat our customers fairly, they in turn are fair with us.
To start a return, follow instructions here to print your shipping label.
Note: If your order was a local delivery please click the link below to process your return.
Q:HOW DO I EXCHANGE AN ITEM?
A:To process your exchange, please return your original order and place a new order online for your replacement items. You will receive a refund for the original order. Returns are processed in 10-14 business days and refunds of product charges only can be expected 5-7 business days after processing. For any questions, please email customerservice@shopquads.com for assistance.
Q:IS THERE A TIME LIMIT FOR RETURNING PRODUCTS? WHAT IF THE ITEM IS WORN?
A:Returns or exchanges of unworn, undamaged shoes are 30 days from delivery in the original packaging.
If your shoes appear to have been worn, we will not be able to accept a return or exchange.
There are many wonderful charities that will accept shoes you’re no longer wearing. QUADSis® encourages you to donate your worn shoes. Soles4Souls makes it easy to donate your gently worn shoes. Find out more at https://soles4souls.org.
Q:HOW IS A REFUND CREDITED?
A:When purchasing gifts. Unfortunately, we cannot refund shipping charges.
Returns are processed in 10-14 business days and refunds of product charges only can be expected 5-7 business days after processing. A $10 restocking fee will apply to all returns. Try exchanging for a new size to avoid this fee!