FAQ

Please allow up 2-7 business days to process and ship an order. Once an order is processed and shipped, it can take 1-7 business days to be delivered depending on your relation to the Dallas area.

You can find your tracking number by checking your emails for order notifications from the website, or by logging into your account and viewing your order for the latest tracking information.

If you need your order by a certain date, we ask that you place your order within the appropriate amount of business days before that time.If you find your order has not been delivered in this time window, please email us at info@superga-usa.com with your order number so we could further assist you.

Shipping is non-refundable.

**Please note: Business days are Monday-Friday; does not include weekends. Example: 3 business days from Thursday is the following Tuesday.

Expedited Shipping: 2-3 business days $18.99

Please allow 1-2 business days handling time for all orders placed with our expedited shipping option and 2-3 business days for delivery. Please note that the delivery time may not be guaranteed once it is in possession of the carrier.

Shipping is non-refundable.

From this website, we can only ship and sell to USA based customers.

Due to volume, we kindly ask that customers make sure the shipping address is correct prior to confirming the order.If your order has not yet shipped, we may be able to adjust the shipping address. Please reach out to info@superga-usa.com with your order number and correct address immediately. We will try our best to accommodate your request if your order has not yet shipped, but we cannot guarantee it.If your order has already shipped, we cannot change the address. We kindly ask that you reach out to UPS directly with your tracking number and request a hold for pick up.

If you purchased Route Shipping Protection, please use the Route app or the link in your Route confirmation email to start the claims process. If your Route-protected order ends up lost, damaged, or stolen, Route’s expert support team helps ensure that your order gets replaced or refunded as preferred. Claims will be reviewed for approval within 1-2 business days from filing.  

If you did not purchase Route Shipping Protection, we ask you to contact UPS with your tracking number for more information. We are not responsible for lost/stolen packages. If your tracking information shows that your order was delivered but you did NOT receive it, please file a claim with the shipping carrier.For customers whose packages are lost in transit, please reach out to info@superga-usa.com with your order number. Our team may be able to replace your package or provide you with store credit.

If you purchased Route Shipping Protection, please use the Route app or the link in your Route confirmation email to start the claims process. If your Route-protected order ends up lost, damaged, or stolen, Route’s expert support team helps ensure that your order gets replaced or refunded as preferred. Claims will be reviewed for approval within 1-2 business days from filing.  

If you did not purchase Route Shipping Insurance, we are not responsible for missing and stolen packages marked delivered. If your tracking information shows that your order was delivered but you did NOT receive it, please file a claim with the shipping carrier.   

Customers cannot cancel their own orders. If you wish to cancel, reach out to our team immediately at info@superga-usa.com with your order number and reason for cancellation. We will try our best to accommodate your request, but we cannot guarantee it. If your order has shipped, we cannot cancel the order, and we kindly ask that you go through the returns process once you receive the package should you wish to not keep the items. Cancelled orders are refunded immediately. It may take 3-5 business days for the refund to be posted to the original form of payment.

Due to volume, we kindly ask that customers make sure the items they are placing in cart are the correct size and color, and the shipping address is correct. Once an order is placed, it is difficult to adjust the order. However, if the order has not yet shipped, we may be able to cancel your order. Once an order is cancelled, customers may re-place the order with their desired size and style. Cancelled orders are refunded immediately, but it may take 3-5 business days for the refund to be posted to the original form of payment.

We recommend verifying your billing and shipping information as it seems our website is having trouble recognizing the information. Another option would be to choose PayPal as the method of payment. Please replace your order with this in mind. For more information regarding this, please reach out to your bank.

Please refer to our size chart for more information and in the description of each product.

At this time, we can only ship items that are currently on our website.

For the fastest form of communication, send an EMAIL to info@superga-usa.com or you may leave a voicemail at 1 (855) 953-2779 for Superga USA. When leaving a voicemail, please clearly include your order number and email address so we may contact you via email. We will try our best to respond to all emails within 2 business days and voicemails within 3 business days. Due to volume and demand, please be patient as our customer service team works. Voicemails will be followed up with via email. Please note, our team cannot assist in placing orders over the phone and any voicemail left without an order number or email cannot be returned.  

Returns & Exchanges

We accept returns of unworn merchandise within 30 days of delivery. Shoes must be returned in their original shoebox. Clearance items, are final sale and may not be returned or exchanged. Returns will be refunded to the original method of payment. You may obtain a return authorization using the Happy Returns Portal.

If you have selected the option to purchase Route package insurance at checkout, this item is ineligible for refunds.

To start the return process please have your order # handy and click here: https://superga-us.happyreturns.com/ To initiate a Return or Exchange, you will need your Order Number and Zip Code ready. Your Order Number can be found in your Superga USA order confirmation email. It is NOT on the paper invoice you receive in your package. The order number you will use is the one found in your confirmation email when the order was originally placed.

If you do not have your order confirmation number please email info@superga-usa.com and provide the following:

1. Name & Email address used to place order
2. Date your package was received
3. Reason for the return (Exchange, damage, incorrect purchase, fit…etc.)

Please view our Returns & Exchanges policy for more information.

Note: Initial shipping charges, $12.00 return shipping fee for returns by mail, and $2 restocking fee for return bar orders are NON-REFUNDABLE. We are NOT responsible for return packages that may be lost or damaged in transit. You must file a claim with the shipping carrier or utilize your Route Shipping Protection if purchased at checkout.

Do not send items back through other means or without obtaining a return authorization as your package may be sent back to you.

We do not offer in-store returns. Online purchases cannot be returned to Superga stores. Superga-USA guarantees against manufacturer's defects. Normal wear and tear does not qualify. If you feel the merchandise is defective and it was purchased from this website, please contact us by emailing info@superga-usa.com.

Superga merchandise purchased from other retailers, including department stores, must be returned to the store from which it was initially purchased and is subject to the return policy of the originating retailer.

Return Shipping Fee Increase
Due to inflation, as of 09/27/2023 we will be increasing the non-refundable cost to return by mail from $8 to $10. All returns (shipped by customer or return bar returns) will be charged a non-refundable $2 restocking fee.

To receive an instant refund, please visit a Happy Returns return bar location near you to make your return.

If your return is delivered to us by mail, it typically takes 14 business days for our warehouse to receive and inspect your return. After passing inspection, a refund minus applicable shipping costs will be issued to the original form of payment and you will receive an email confirmation. Please allow another 3-5 business days for the refund to appear on your statement.

If your item is damaged or defective and you have purchased Route Shipping Protection, please contact Route through the Route app or your Route order confirmation. Route reviews claims within 1-2 days. Please report any damage to them as soon as possible.

If you've received the wrong item or the item is defective, please send an email to info@superga-usa.com with a picture of the item and its defect, preferably with the hang tag of the item in the picture, along with your order number. From there, we may ask you to return the damaged item to us with a prepaid shipping label and we can ship a replacement. Upon receipt of your goods, please inspect your items and contact us within 15 days to let us know of any damages/defects. If the delivery date is more than 15 days old, we cannot accept any damages and cannot ship replacements.

Your order may have been canceled due to an unexpected stock shortage. We apologize for this inconvenience. Sometimes items sell out before our system can recognize that item is out of stock.