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Placing an Order
How do I place an order?
Ordering from Samuel Hubbards is simple. You can either add items to the shopping cart on this website and follow the easy checkout process, or you can call our fit specialists at (844) 482-4800, Monday through Friday, 7AM - 5PM PST.
Do you ship to PO or APO/FPO Boxes?
We’re unable to ship to these types of addresses at this time. All orders must be shipped to a physical address.
What happens when an item is out of stock?
We do our best to keep items in stock and ready to ship to you, but we can’t 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’ll 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 "Notify Me When Available" button and enter your contact information. We’ll notify you via email as soon as the item is available again.
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’ll still need to place an order to receive that item.
Is my information secure?
All of your transactions are protected by SSL encryption software, which encrypts your credit card number so it can’t be read as the information travels over the internet. This is the best software available today for secure commerce transactions.
For more information, please see our Privacy Policy.
Can I change or cancel an order?
We work to get your order to you as quickly as possible, but if you call within an hour of placing your order, we may be able to change or cancel it. (844) 482-4800 Monday through Friday, 7AM - 5PM PST
Preorders
What is a preordered Item?
A Preorder is an order for a style that is not currently available, but likely will be in the future. Placing a Preorder will reserve the item for you before it's available. Once the item is in stock, your Preorder will be processed and shipped to you.
If your order includes both preorder and non-preorder items, the entire order will ship together once all items are available. If you’d prefer to receive in-stock items sooner, we recommend placing separate orders.
When will my preorder ship?
The estimated ship date is provided on the product page, but please note that this date is subject to change. We’ll do our best to keep you informed of any updates.
Once the item begins processing, you will receive an email. After your order ships, you will receive another email with the shipment information and tracking details.
When will I be charged for a preorder?
Payment for preorder items is processed at the time your order is placed, not when the item ships. This secures your item and reserves your spot in line.
Are preorders guaranteed?
Preorders are fulfilled on a first-come, first-served basis. While rare, if we’re unable to fulfill your preorder due to production issues or limited inventory, we’ll notify you right away and issue a full refund.
How do I cancel or modify a preorder?
If you’d like to cancel your preorder, please contact our customer service team at (844) 482-4800 , or email us at support@samuelhubbard.com, and we’ll be happy to help.
What if I need to change my shipping address after placing a preorder?
If your shipping address changes, please contact our customer service team at (844) 482-4800 or email us at support@samuelhubbard.com so we can update your order before it ships.
Shipping
How long does it take to receive my order?
All orders are shipped via UPS Monday through Friday, excluding holidays. Please note that processing time can take 1-2 business days before orders are shipped. Most customers receive their orders within 5-7 business days.
For more information on shipping details and rates, please see Payment & Shipping.
How do I know if my order shipped?
As soon as your order is on its way, we’ll send you a shipping confirmation to the email address you provide. We’ll use the same address for any order updates. To ensure those messages are not blocked by your provider’s filter, you may want to add support@samuelhubbard.com to your email address book.
If you’ve set up an online account with us, you can also go here to find your order details.
Where are orders shipped from?
All orders are shipped from our warehouse in Hayward, California.
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 an online account with us, you can also go here to find order details including shipping dates and tracking numbers. Enter your email address and password here to view your order history.
For help, please contact our award-winning customer support team at support@samuelhubbard.com or (844) 482-4800 Monday through Friday, 7AM - 5PM PST.
What are my shipping options?
All orders are shipped via UPS. Orders are shipped Monday through Friday, excluding holidays.
Returns & Exchanges
What is your return policy?
We strive to produce very high-quality, well-crafted footwear and accessories, and offer free returns and exchanges within 60 days of the original purchase.
To qualify for a full refund or merchandise exchange, your returned shoes must be unworn, in the state you received them, and in the original packaging. Please note that items indicated as “Final Sale” are sold in as-is condition, and do not qualify for returns or exchanges of any kind. Samuel Hubbard reserves the right to deny refunds for any returned items that do not comply with this policy.
How do I exchange or return a product?
It’s easy. You can start your exchange or return here.
Refunds will be processed and issued within five business days of our returns team confirming receipt of your return. If you have any questions about your return or refund, please contact us at returns@samuelhubbard.com or (844) 482-4800 Monday through Friday, 7AM - 5PM PST.
What if I purchased my shoes at a retail store?
Occasionally, we ship shoes directly to our customers at the request of the retail store where the purchase was made. If that’s the case, please contact the retail store or website where the purchase was made about securing a refund.
What if I have a problem with my order?
We make every effort to ensure every 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, 7AM - 5PM PST.
Sizing
What size should I buy?
What widths do you offer?
Our men's shoes are available in medium (D) and wide (EE) widths. Select styles are also available in extra wide (EEEE).
Our women’s shoes are available in medium (B) width, with select styles also coming in wide (C).
Are your shoes made using the American size scale?
Yes. 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 every time. If your current footwear is marked in European sizes and you’re unsure of your American size, please use our free men’s or women’s foot measuring tool.
Shoe Care
How do I clean my shoes?
Our Shoe Care Kit gives you all the tools you’ll need.
Start by removing the laces and clean those separately. Use the small brush to remove loose dirt as needed, then wipe with a soft damp cloth and allow to dry. Dip the clean brush in a bowl of water, then apply liberal amount of Shoe and Sole Cleaner to the brush. Scrub shoes and soles with the soapy brush and wipe excess foam cleaner and dirt with microfibre cloth. Repeat if necessary.
For ongoing protection from water, stains , snow, and salt, apply our Shoe Protector to clean, dry shoes in a well ventilated area, holding the bottle 6-8” from the shoe and spraying evenly until well coated. Do not overapply. Let shoes dry for 24 hours before wearing.
How do I care for full grain leather?
We use the finest full grain soft leathers in our uppers, which can be kept like new with our premium shoe cream. This carnauba and beeswax blend will restore your shoes’ color to its original form, while moisturizing the natural leather to a soft yet brilliant shine.
After cleaning, apply a thin layer of Neutral Shoe Cream using the blue side of the Shine Cloth, covering the entire surface of the shoe. Wipe down with the white side of the Shine Cloth and use the 5” brush for a final buffing. Repeat if necessary.
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 made by brushing or sanding the inside of the leather. The result is that nubuck is tougher and more resilient to stains and scuffs.
Everyday dirt can be removed with a small natural gum latex or fine wire brush. Another approach is to use simple hand soap and water on a cloth or sponge to wash the upper leather. After washing, it is best to allow the shoes to dry in the air. Never use heat to dry your shoes, as it tends to stiffen the leather.
Oil stains on nubuck and suede are stubborn and difficult to remove. We recommend that you spray your new shoes with a waterproofing/stain repellant product to boost the stain repellents that we apply in the factory, and to spray them again every three to four months.
If you happen to get a stain on your shoes (especially oil or grease), try to immediately blot with whatever absorbent material is handy. 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.
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’s 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 used in your Hubbard Free shoes is doubly-tanned leather that is first drum-dyed as a yellow leather and then has a blue tanning dye applied to the surface. It’s 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 over time, and we’ve found a blue spray dye that can restore the color of the leather. We’ll be happy to send this dye to you with our compliments if you contact us at support@samuelhubbard.com or returns@samuelhubbard.com or (844) 482-4800 Monday through Friday, 7AM - 5PM PST. Please allow 1-2 weeks for delivery.
Can Samuel Hubbard shoes be resoled?
Yes, many Samuel Hubbard shoes are constructed so that they can be beautifully resoled.
We’ve partnered with our friends at Tony’s Shoe Service to restore your Hubbards to their former glory. In addition to putting on brand-new Vibram® soles, Tony’s Shoe Service will clean the leather uppers and can even provide you with brand new insoles and laces for an additional fee.
To learn more, please visit our Resole 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, 7AM - 5PM PST.
Catalog and Newsletter
How can I receive your catalog?
We’d be happy to send you our latest catalog, free of charge. Just contact customer service at support@samuelhubbard.com or (844) 482-4800 Monday through Friday, 7AM - 5PM PST. You can also view the online version of our latest catalog here.
How can I stop receiving your catalog?
Our Customer Service team can assist with this. Please contact us at support@samuelhubbard.com or (844) 482-4800 Monday through Friday, 7AM - 5PM PST. Please note: It may take 1-2 catalog mailing cycles for your information to be completely removed.
How can I stop receiving you email newsletter?
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 any email we send you. This is an instant, one-click process.
We can also manually remove you from our email list. Please contact us at support@samuelhubbard.com or (844) 482-4800 Monday through Friday, 7AM - 5PM PST.