The following FAQ are some common concerns of our customers before purchasing.
If you have any question, please contact us at service@saguaro.com.
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- Gift Card FAQs
- Account and Website Usage
- Order and Payment Information
- Product Information and Care
- Shipping and Tracking
- Returns, Exchanges, and After-Sales Service
Gift Card FAQs
Q: "What is a gift card?"
A gift card is a prepaid card that can be purchased at this link: saguaro.com/products/gift-card
Q: "How do I buy a gift card for someone else?"
Select the desired denomination, check the option to gift it to someone else, fill in the recipient's name and email, and proceed with the purchase.
Q: "What does someone receive if I buy them an e-gift card?"
If you purchase a gift card for someone, you will receive an order confirmation email and an email with the gift card details. The person listed as the "recipient" during the purchase will receive an email with the gift card details.
Q: "How do I check the balance of a gift card?"
Please contact service@saguaro.com to check your gift card balance.
Q: "What if I forget the gift card redemption code?"
Please contact service@saguaro.com promptly, providing the cardholder's email, and we will assist you.se of gift cards.
Q: "When does the gift card expire?"
Our gift cards do not expire.
Q: "Can gift cards be refunded?"
Unused gift cards can be refunded, but used gift cards cannot.
Q: "What if the gift card amount does not cover the full order?"
If the gift card balance is insufficient, you can use another payment method to cover the remaining amount.
Q: "Can I use other discount codes when buying products with a gift card?"
Yes, you can enter the gift card code first, then apply another discount code to receive both benefits.
Q: "If I return a product, will I be refunded on the same gift card?"
If you return a product ordered with a gift card, the refund will be automatically credited back to the gift card.
Account and Website Usage
Q: “Do I have to register before I can place an order?”
| You do not need to register before placing an order. You can register as soon as you finish shopping, or checkout as a guest. Registering is quick and free, and will save your time on future purchases. |
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Register for an account and enjoy the following benefits: 1. Track your orders and view past purchases 2. Save your addresses for faster checkout |
Q: “How can I reset my password?”
| You can reset your password by clicking the "Forgot your password?" button on the login page. An email will then be sent to your email box, please check and reset the password by following the email's instruction. |
Q: “I am unable to view the site contents correctly.”
| Contact our Customer Care personnel（service@saguaro.com）and please explain the problems you encountered. |
Q: “Is my privacy and personal information secure on your website?”
| Please read our Privacy Policy to learn how we protect your privacy and personal information. All information you send through our website is strictly confidential. |
Order and Payment Information
Q: “Where can I locate my Order Number?”
| If you do not have the confirmation email for your order, contact us by email at service@saguaro.com . Otherwise,You can login to your account to check account history, the order number format is: US***. |
Q: “How can I place my order on your website?”
| You can view the catalog on our website. When you find something you want to buy, please add it to the cart and then proceed to order and checkout. |
Q: “How can I change or cancel my order?”
| We can help you change or cancel your order before it is shipped. Once your package has shipped, we cannot change anything. |
| Please contact our customer service team by email: service@saguaro.com. |
| We will do our best to serve you well. |
Q: “How do I use a promotion/discount code?”
| It's easy! Simply enter your promotional code in the discount field during checkout, select "Apply" and the discount will be applied to your order. |
Q: “Can I use multiple discount codes at once?”
| Sorry, you can only use ONE discount per order. |
Q: “My coupon code is not working, why?”
| If you are having trouble with your coupon code, please contact us as the code may no longer be valid or there may be some restrictions on the code. |
Q: “Payment options”
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You can pay with a credit card as well as your paypal account. We accept the following payment methods: 1. Visa 2. Mastercard 3. Maestro 4. Discover 5.Paypal
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Q: “Processing time”
| Orders are processed based on item availability and payment approval. During busy periods, product availability may change while your order is being processed. |
| Most orders received Monday through Friday will be processed and shipped within 1-2 business days. |
| Orders placed on Friday or over the weekend will be processed on Monday and shipped within 1-2 business days. |
| Certain products may have longer processing time. |
Product Information and Care
Q: "How do I know my shoe size?"
| If you are not sure about your shoe size, you can measure your foot length. Since the foot is three-dimensional, please use any two-dimensional measuring tool, such as a ruler, to measure your foot length. (We are true to size and it is base on the centimeter.) Then check our size chart for the recommended foot length data and choose the right shoe for you. |
Q: "How do I care for my shoes?"
| 1. Our shoes can easily be washed multiple times in the washing machine during their lifetime. Please use only cold wash and low speed to avoid damaging these shoes. We recommend using a laundry bag for a particularly gentle wash. After washing, let your shoes air dry, and they will look new again. |
| 2. Do not use bleach. |
| 3. Do not try to use direct heat as it may cause faster wear. |
| 4. Lay flat or hang to dry. |
Q: "Should I wear SAGUARO® without socks?"
| It's up to you. From our usual experience, most of our customers prefer to wear Saguaro® with socks. |
Q: "How can SAGUARO®'s thin sole protect our feet?"
| Yes, our sole is thin but strong, strong enough to protect you from rocks, sharp objects and other bumps in the ground. It has been tested by over 120k Saguaro® customers worldwide. |
Q: "Are Saguaro® environmentally friendly?"
| Yes. We see environmental protection as highly important and try our best to take it into action at every step. Currently, we are using a sustainable Ossolay foam for our insoles. And our R&D Dept. is working on more eco-friendly solutions for raw material, packaging, and delivery to make the world greener. |
Shipping and Tracking
Q: "Shipping time"
| Priority delivery: 10-12 working days. |
| Standard delivery: 12-15 working days. |
| Shipping time depends on the stock of the local warehouse. |
| Please note that shipping time do not include the standard 1-2 business day processing time required to ship the order. |
Q: "APO addresses"
| Please note that we do not ship to APO addresses. |
Q: "Do you ship worldwide?"
| SAGUARO® is available for worldwide shipping. |
| Customers are suggested to place the order at our branches according to their locations or language preferences: |
| saguaro.com - the USA, Canada, Australia, UK. |
| de.saguaro.com - Germany, Switzerland, Austria, Italy |
| es.saguaro.com - Spain |
| If your targeted country is not listed above, please contact us and our sales representative will handle this for you. |
Q: "Change shipping address"
| Normally, the shipping address cannot be changed. Before it is shipped, you can email us to change your address. |
Q: "How can I track my order?"
| Once your order has shipped, you will receive an email notification with tracking information. |
| Your order may arrive in multiple shipments. You will receive a separate email notification for each shipment. |
Q: "Why was my order split into two or more packages?"
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We do split delivery for your order under the following conditions: 1. items are located in different warehouses; 2. different items need extra preparation time; 3. weight limitation of or courier. |
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You will receive an email notification when each package is shipped. |
Q: "Can shipping fees be refunded?"
| Shipping charges for the original order will not be refunded. |
Q: "My package is shown as delivered, but I did not receive it. What should I do?"
| First, check the area where the delivery person left the package. Also, ask the neighbors in case the package was left at the wrong door. Also look for notifications of a "delivery attempt," which means the delivery person tried to deliver the package but no one was home. If you still don't see anything, wait until the end of the next day, as some carriers' electronic systems may show the package as delivered even if it's still in transit. Still no luck? Call the carrier with the tracking number to get more information. |
| If the carrier cannot provide a solution, please email our customer service team via: service@saguaro.com |
Returns, Exchanges, and After-Sales Service
Q: "My order is being returned to sender. What can I do?"
| Please check if your receiving address is correct. If it is, please send us your situation by email (service@saguaro.com) and we will be happy to troubleshoot the cause for you, after which we will send your package again. |
Q: "What if I receive the wrong item or my order is missing an item?"
| If you received the wrong item, please email us at service@saguaro.com before starting the return process，then we can assist you! If you receive an order that is missing an item, please contact us with your order number and which item was missing, our team will help you out. |
Q: "Why was my order cancelled?"
| If your order has been cancelled, please contact your financial institution to verify your payment method. |
| However, the shoes you purchased may be temporarily out of stock and we will refund you directly. |
| If you still need assistance, please contact our customer service team via email: service@saguaro.com. |
Q: "My package has disappeared. Can you help?"
| We are sorry that your item is missing. Please check if it is on your order confirmation and check your emails (including junk/spam emails) to see if you received an email that your order might arrive in more than one package. If you can't find it and the expected delivery date has already passed, please contact our contact section and we will resolve the issue for you. |
Q: "Where is my refund?"
| Once your return package is on its way back to our warehouse, the return process has begun. Please provide us with the return information. Upon receipt and review of the return, we will notify you if your return has been accepted or rejected. This process may take up to 2-5 business days from the date your return tracking indicates "delivered". Please allow up to 7 business days for the refund to be issued to your original method of payment. |
Q：”Can I exchange my product for a new size?”
| Yes. We recommend that you use the size chart to determine your size before placing your order. If you find that an item does not fit you when you receive it, please feel free to contact us. Email our customer service team at the following address:service@saguaro.com |
Q: "What if my product is defective?"
| We apologize that you received a damaged item. Merchandise is considered defective if it arrives damaged or if a manufacturing defect occurs within 30 days of order receipt. |
| Please send a photo of the damaged product to our customer service team at the email address service@saguaro.com with your details and we will be happy to help you resolve the issue. |
| Please note that items damaged after 30 days from the date of order receipt are not considered defective, but the result of normal wear and tear. Damaged items that are more than 30 days old cannot be returned or refunded. |
Q: "How long does it take to receive a refund after returning a product？"
| Once your order is refunded, you will be notified by email. |
| If your return is accepted, your refund will be processed and applied to the original payment method. |
| Please note that credit card refunds can take up to 3-10 business days to show up in your bank account due to varying processing times between financial institutions. |
Q: "How many days do I have to return a product?"
| Our 100% guarantee ensures that you can return unused items in their original condition and packaging within 30 days for an exchange or immediate refund. For more information see the return policy section. |