Frequently Asked Questions

Customer Service: 1-877-337-8333


Returns, Exchanges, and Warranty

What are the rates for International Shipping?
International shipping charges range from $29.95 to $119.95 depending upon the cost of the purchased products. Standard International Delivery requires the consignee to pay duties and taxes as mandated by the Government for which the shipment is received. Please check with your local agency for details on estimated fees. Ahnu is not responsible for duties and taxes. The customer is responsible for these fees.
How long will my return take?
Please allow up to 15 business days from the date we receive them for your return to be processed. Please keep in mind all return requests (exchange/refund) will be processed as received. We cannot make any changes to the return or action requested upon receipt.
How can I make a return or exchange?
Returns or exchanges are permitted, provided the customer purchased the product through our mail order, call center, or website and it is within 30 days of the original invoice date.

Shoes must be free of wear and tear and must be thoroughly cleaned so that all dirt and debris is removed. Dirty shoes will be returned to the customer, without evaluation.

If you purchased your Ahnu® product prior to January 1st, 2011 please refer to the back of your invoice for the required return form.

If you purchased your Ahnu® product from an Authorized Ahnu® retailer, please abide by the directions located on the following URL: http://www.ahnu.com/returns

FREE RETURNS AND EXCHANGES SHIPPING: Limited time offer. Return and exchange shipping is FREE for customers who purchased their Ahnu® product any time after January 1st, 2011 through our mail order, call center, or website within 30 days of the original invoice date. If you purchased your Product(s) during this time frame, we are happy to accept a return or an exchange at no cost to you. You can return or exchange your product(s) to us by using the pre-paid shipping label located in the product(s) original packaging. Please note: If you choose not to use the pre-paid shipping label please send your package via a trackable method. We recommend using UPS, Fedex or USPS regular ground service. If you do not use the pre-paid shipping label, you will not be reimbursed for your shipping cost and Ahnu® is not responsible for packages lost in transit.

Once we receive the item, we will ship your requested exchange item to you without charging any additional shipping. The new item may still be subject to duties, taxes and brokerage fees. Please allow up to 15 business days from the date we receive your return to complete your return or exchange.

If you cannot locate the pre-paid shipping label for your order please contact the Ahnu® call center. Click the following link to access the call center contact information. http://www.ahnu.com/customerservice Click Here for Returns
I have a pair of Ahnu's and the store where I purchased them will not let me exchange them. Can you help me?
Yes. We can exchange your shoes for you, provided the shoes are from our current product line and are clean and free of wear and tear. If you are requesting an exchange for a more expensive style, you will need to furnish payment for the difference in purchase price. If you are exchanging for a less expensive style, you will be issued credit with Ahnu. We cannot issue any refunds on shoes not originally purchased through our company. We sell our products at the suggested retail price and this is the amount of credit you will be issued. We are not responsible for additional markups incurred through the original purchase location. Click Here for Returns
What is the warranty for Ahnu footwear, and how does this work?
The Ahnu warranty applies to footwear less than one year old from date of purchase. It applies to defective materials and workmanship. All items sent to Ahnu which are past one year old from date of purchase will be evaluated on a case by case basis. If a product is not deemed defective, it will be returned to the customer. All packages should be sent in via a trackable as Ahnu is not responsible for packages lost in transit that consumers have sent to them. Returns take 1 to 3 weeks to process. Warranty Information

Shipping

When will my order ship?
Orders shipping via UPS Domestic Ground process the same business day (all days except Saturday, Sunday and major holidays) if received before 7:00 am MST. Orders shipping via UPS Air service will process same business day (excluding Saturdays, Sundays and major holidays) when received before 11:00 am MST. If received after 11 am Arizona time or 12 noon PST, order shipping via air service will process the following business day. All UPS packages are delivered on business days only (excluding Saturdays, Sundays, and major holidays).

What are my choices for shipping within the United States?

We offer 3 different methods of delivery.

  1. 1.   Best Ground - UPS Ground Service or USPS Priority, 3 to 10 business days
  2. 2.   2 Day via UPS only
  3. 3.   Next Day via UPS only. There are additional charges for shipping to Hawaii, Alaska, and Puerto Rico.
What methods of payment does Ahnu accept?
We accept American Express, MasterCard, Visa, Discover Card, Paypal, and V.me by Visa. When using your credit card, please provide your credit card billing address if different from the shipping address and daytime/nighttime phone numbers. If the billing address or the security code does not match that which is on file at the financial institution, if authorization is not given for any reason, or if the issuing bank cannot support verification efforts, we reserve the right to cancel the order without notification. In most cases, "virtual credit cards" cannot be verified. We do not recommend using a virtual credit card on your Ahnu orders. If you have any questions please call our customer service department at 1.866.896.3708.
Do you charge sales tax?
Yes. Sales tax will be applied to online purchases made by customers in all states in accordance to state/city/county regulations. Sales tax is charged based on the shipping address of the order. Sales tax will apply to online purchases in the following states - Arizona, Arkansas, California, Colorado, Connecticut, Florida, Georgia, Hawaii, Illinois, Massachusetts, Nevada, Oklahoma, New York, , Pennsylvania, Texas, South Dakota, Vermont, Utah and D.C.

International Questions

What happens if I refused delivery on an international package?
If an international package is refused for any reason, we will not refund the customer for the merchandise nor shipping and handling charges. We do not pay for return shipping when the package is abandoned internationally.
Who is responsible for the duties and taxes and brokerage fees on an international shipment?
The recipient of the package is responsible for all duties and taxes and brokerage fees. Duties and taxes and brokerage fees are not included in the shipping and handling fee we charge. Please check with your local agency for details on estimated fees.
Are duties and taxes and brokerage fees only charged on the merchandise?
No, duties and taxes and brokerage fees are charged on the total amount of order which includes the merchandise and shipping and handling fees.
What are my options in terms of international couriers?
All international shipments are sent through UPS.
Who calculates the duties and taxes and brokerage fees?
Duties and taxes and brokerage fees are calculated and charged by the courier which is UPS.

Other Questions

Does Ahnu offer Corporate/ Group Sales?
Yes, we do. Ahnu has a corporate sales program that provides products for corporate meetings, corporate incentives, corporate gift programs and group orders. Special pricing is based upon the quantity of products in the corporate/group order. To make a request regarding Ahnu corporate and group sales for Ahnu products, please send us an email to Corporate/ Group Sales. For faster processing, please specify the subject of your email as 'Ahnu corporate/group purchase program'. Please note, to qualify for this program, you must purchase a minimum of 25 pairs of the same model. THIS DEPARTMENT DOES NOT PROVIDE WHOLESALE/DEALERSHIP PRICING. FOR WHOLESALE/DEALERSHIP INFORMATION PLEASE CALL 1.800.847.8447 and select option #1 for Dealer Services. For inventory and retail pricing information for any other Ahnu products, please call our Customer Service Department at 1.866.896.3708. For More Information...
Does Ahnu offer a price adjustment for clearance items?
Price adjustments
If an item you purchased has been recently reduced in price, we will accommodate a price adjustment within 14 days from your order date. This does not apply to merchandise purchased at already reduced prices.
Do you price match?
No, we do not price match with other retailers or website offers.
In what currency are the prices on the website?
USD
Can I get a catalog of all your products?
Although we are not currently producing a standard catalog featuring our current line, we do produce a small brochure featuring several of our most popular products. If you would like to receive one of these brochures, click here or call our customer service department at 1.866.896.3708. We also invite you to browse our site to view our entire product line including this season's newest products.