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Customer Service

We can be reached at (858) 490 - 0411 or service@forward-footwear.com

Discount Programs



  • First Purchase

    • Enjoy $5 off your first shoe purchase when you spend at least $20. To obtain your 'Discount Code', sign-in or create your Forward Rewards Account. From your main account page, click the 'Available Specials' link on the menu options on the left. You will find the redemption details for all your current available codes.


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    Shipping & Delivery
    We try our best to accommodate shipping requests. Currently we ship only to continental United States addresses. Free Shipping Promotions Unless stated otherwise, free shipping covers the cost of Standard Ground Delivery only. Alternative shipping options are available at additional costs. Free In-Store Pickup If you live or will be in the San Diego, CA. area you can select free in-store pickup option. The items will be available in store for pickup the next business day after your order is processed. You will need to have the item picked up within 5 days or the sale will be reversed. Standard Ground Delivery, Continental United States For Standard Ground shipping (of in-stock items) Please allow 5-10 business days from the date the package was shipped. Your package will take 24-36 business hours to process and ship. Next Day Shipping Orders (of in-stock items) placed Monday-Friday, will take 24-36 business hours to process and ship. Your package will arrive in the next business day, from the date your package was shipped. Second Day Shipping Orders (of in-stock items) placed Monday-Friday, will take 24-36 business hours to process and ship. Your package will arrive in two business days from the date your package was shipped. *We do not ship or deliver on Saturday or Sunday. *Forward Footwear is not responsible for lost or stolen packages.
    Our fulfillment center is closed for the observance of Major Holidays. Orders placed on major holidays are processed and shipped on the next business day.


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    Privacy, Security, & Policy
    Safe Shopping Guarantee

    Process Credit Cards
    We take your online shopping experience and privacy very serious. When you buy from us we do all we can to ensure your safety and security through several electronic and physical controls and processes.

    If you are not satisfied with the product or service provided by Forward Footwear contact us immediately.
    You should never pay charges made to your card through unauthorized parties. If you identify charges on your bill you do not recognize, please contact us immediately to help resolve. Also be sure to notify your credit card provider in accordance with its reporting rules and procedures.
    To protect you from catastrophic losses, under the Fair Credit Billing Act, your bank cannot hold you liable for more than $50 of fraudulent charges that are not the result of negligence or fraud on your part.




    Our Secure Sockets Layer (SSL) software is the industry standard and among the best software available today for secure online commerce transactions. It encrypts (scrambles up) all of your personal information, including credit card number, name, and address, so that it cannot be read as the information travels over the Internet. We do not allow any transactions that do not occur on a secure connection. Our SSL certificate is a root domain trusted certificate verified with all major browsers and currently valid
    Furthermore, we remain in PCI (personal credit card industry) compliance with our electronic and physical business practices and do not put your personal and financial information at risk. First off, we do not store your credit card details and authentication to our merchant Authorize.net is encrypted and secure. You can validate our compliance with Trustwave, a high reputable security/compliance vendor.


    What is your online privacy/security policy? We collect the e-mail addresses of those who communicate with us via e-amail, and collect only non-confidential customer information gathered in the course of processing sales transactions. We do not gather personally identifying information about you when you visit this site. If you supply us with your e-mail address on invoice, subscribe to newsletter, add us as fan, or contact us via email you may receive periodic e-mails from us announcing product information, promotional events, or update to our Web sites. If you supply us with your postal address, you may receive periodic mailing from us, including promotional offerings. If you do not wish to receive such email updates, send an email to email@forward-footwear.com indicating your e-mail or mailing address and requesting the removal from such communication or simply use the unsubscribe options in the email.

    We hold your personal information very private and do not share name, email, or address information with other companies, unless at your request or response. What happens if my package is lost or stolen? Please note that Forward Footwear is not responsible for uninsured packages that are lost, stolen, or damaged in the mail. We will work with you to get a refund from the shipping agent if necessary. Do you do price adjustments? No.


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    Returns (Online)



  • Forward Footwear Return Policy (Online)



    • -The processing of your refund or exchange may take up to (3) business weeks.
    -Approved returns from online purchases are accepted within 14 days of invoice generated date with tags attached, original box (if applicable), and merchandise unworn, unwashed, and in new condition.
    -Returns will not be credited for any returns that are worn, washed, or in used condition.
    -We do not accept returns, exchanges or store credits on individual items valued at $20 or less, these sales are final.
    -All items with a price ending in .98 cents & Clearance items are considered FINAL SALE and are ineligible for REFUND, EXCHANGE and or ANY CREDITS.
    -Only items over $20 are eligible for a merchandise exchange or online store credit.
    -After 14 days, all orders are considered final sale and not eligible for any exchange or credit.
    -Purchases made online can be returned by mail for online credit within the accepted time window (less original shipping and handling).
    -Purchases made online may be returned to a store for an exchange or merchandise credit (to only be used in store) only of the value of the order before shipping with original online receipt and shoe box. No returns will be accepted at the Forward Footwear stores without both requirements.
    -Store credits and gift certificates must be used IN FULL on any new order.
    -Items must be returned inside their original box to avoid a 10% (ten percent) re-stocking fee (where applicable). Occasionally we will send shoes in a generic white box or different if the original box is damaged (but will be noted on the invoice and not violate restocking policy if returned).
    -Items returned without a return authorization number or outside return policy guidelines will not be mailed back and will not be refunded.
    Forward Footwear reserves the right to limit the number of returns. Except as provided by applicable state law. Store credits, gift certificates are not redeemable for cash, are non-transferable and cannot be replaced if lost or stolen. It is your responsibility to maintain and safeguard these items.
    Please Note: Forward Footwear is not responsible for lost, stolen, or damaged packages.




    To return your online purchase by mail, please follow these steps:
    -Obtain a Return Authorization Number by calling 858-490-0411or send an email to Returns@Forward-footwear.com. If not answered please leave a message with the same details as email (instructions below), your call will be returned to confirm and providing RMA number.
    -If you decide to process the return via phone, please have the online order number on-hand before calling.
    -If you decide to process the return via e-mail, please include the following information in the initial email:
  • The original order/invoice number.
  • Your name and shipping address.
  • The item you are returning and the reason(s) for returning it.
  • Indicate if this return is for a online store credit or an exchange for another item.
    • (Note: Be sure to check your SPAM folder daily and ensure our future communication appears in your inbox (add as safe sender).)




    Package your return according to the following instructions:

    -Package the item in its original shoe box bearing its brand name. If the item was not shipped in its original box, please inform our Returns Processing Center. Place the shoe box in a cardboard/shipping box.
    -Ship your merchandise via UPS, FedEx, or USPS. We strongly recommend that you insure the merchandise. Forward Footwear is not responsible for any lost, stolen, or damaged packages.
    -Do NOT mail the shoe back in its shoe box, or stick on/write anything on the shoe box itself. This will result in a ten dollar restocking fee.


    -Send the package to the Returns Processing Center. The address is:

    Forward Footwear
    ATTN: Returns Processing Center
    1043 Garnet Ave.
    San Diego, CA. 92109


    We are only able to issue a refund on merchandise received at our processing center and in accordance with our return policy.

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    Returns (Store)



  • Forward Footwear Return Policy (In Store)



    • We guarantee your satisfaction with our 10 day exchange or store credit policy on all merchandise if unworn, unwashed, and undamaged with original tags.
    All sales on clearance & sale priced shoes are final (& incl. regular priced accessories, jewelry, foot/shoe care items)
    All items with a price ending in .98 cents are considered FINAL SALE and are ineligible for REFUND, EXCHANGE and or ANY CREDITS.
    Valid photo identification is required for all returns and exchanges.


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    Ordering

    Do you save my billing and shipping information? Once you create an account we will have your default information saved on file. For security reasons, we do have you re-enter payment details with each purchase. What is the difference between a billing and a shipping address? The shipping address is where you would like us to deliver your order. The billing address is the same address as that of the credit cards billing information. The billing information you provide must be the same information that the credit card issuer has on file. If the billing address does not match what the credit card company has on file, your order will be placed on hold, which will cause delays or cancellations. I didn't receive an order confirmation or shipping confirmation. What should I do? In this rare case, please contact us immediately at (858) 490-0411 to ensure your order was completed. Why has my order been canceled? Your order could have been canceled for a number of reasons. Please contact us at (858) 490-0411 or returns@forward-footwear.com for detailed explanation. Why is my size not showing on the pull down menu? When we run out of stock in a particular size, color, or item; it will no longer be shown online. Can I still return an item even if I do not have my invoice but the tags are attached? In this case, please contact us at (858) 490-0411 or returns@forward-footwear.com for details.


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    Payment, Pricing & Promotions
    How can I find out about special offers and promotions? When you create an account, you may specify that you would like to receive email updates about future offers and promotions. We also add you to our communication list after your first purchase. If you do not wish to receive such email updates, send an email to email@forward-footwear.com indicating your e-mail or mailing address and requesting the removal from such communication. You can also safely unsubscribe via email details. How do I change my account information? You may change your account information by logging into your online account, and then you can edit your current information by clicking the edit link next to the portion of information that you would like to change. What if I forget my password? Please contact customer service email@forward-footwear.com, we will provide you with your password. How do I unsubscribe from your email? Please email us at email@forward-footwear.com . We will remove you email address from our database. What are your hours of operation? Our normal hours of operation for store and online operations are 11:00 AM to 7:00 PM Monday through Sunday PST (-8 GMT) excluding holidays. If you get our voicemail, please leave a message with your name, phone number, order number, the question you are calling about, and the best time to reach you. We will call you back at our earliest opportunity. Your call is very important to us. What payment options do you accept? We accept payment from Visa, Master card, Discover, American Express, and PayPal. Why do we need your credit card verification code? Card security codes are the three digit codes printed in the signature panel on the back of Visa, Master card, and Discover issued credit cards or the four digit code printed on the front of American Express(R) cards. These non-embossed codes are printed on the cards when they are created and are determined by algorithms unique to each card number. We request this code and verify it with your credit card company to ensure your protection against unauthorized purchases.
    Process Credit Cards


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    Viewing Orders
    sign-in or create your Forward Rewards Account prior to your first purchase and you will be able to see and track your existing and previous purchases.


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    Updating Account Information
    sign-in or create your Forward Rewards Account
    and you can see and edit your account information, product reviews, product tags, and discounts available to you.

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