The following FAQ are some common concerns of our customers before purchasing. If you have any question, please contact us at
  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.

Register for an account and enjoy the following benefits:

1. Track your orders and view past purchases

2. Save your addresses for faster checkout

3. Manage your account information, address book and email settings
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.
 Contact our Customer Care personnel( please explain the problems you encountered.
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.
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.
 It's up to you. From our usual experience, most of our customers prefer to wear Saguaro® with socks.
 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.
 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.
 If you do not have the confirmation email for your order, contact us by email at . Otherwise,You can login to your account to check account history, the order number format is: US***.
 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.
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:
We will do our best to serve you well.
 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.
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.
Sorry, you can only use ONE discount per order.
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.

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


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.
Priority delivery: 3-5 working days.
Standard delivery: 5-12 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.
 Normally, the shipping address cannot be changed. Before it is shipped, you can email us to change your address.
 Please note that we do not ship to APO addresses.
SAGUARO® is available for worldwide shipping.
Customers are suggested to place the order at our branches according to their locations or language preferences: - the USA, Canada, Australia, UK. - Germany, Switzerland, Austria, Italy - Spain
If your targeted country is not listed above, please contact us and our sales representative will handle this for you.
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.

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.

You will receive an email notification when each package is shipped.

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:
 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.
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:
We ensure that you can return unused items in their original condition and packaging within 30 days for an exchange or immediate refund.
Items must be returned unworn, unwashed, in their original condition and with all tags attached. Please include the original packing slip with your return.
We are unable to accept offline returns. Please submit your return request here first. Please do not return the shoes directly to our warehouse before the return request is approved.
Our team will receive your request and respond with solutions and return instructions within 1-2 business days.
There is no service charge, but you are responsible for the shipping cost of your return.
The cost of the return shipping fees are the responsibility of the customer.
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
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 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.
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.
 Please check if your receiving address is correct. If it is, please send us your situation by email ( and we will be happy to troubleshoot the cause for you, after which we will send your package again.
 If you received the wrong item, please email us at 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.
 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.
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.
Shipping charges for the original order will not be refunded.