FIT & PRODUCT DETAILS
Do SHUGO shoes run true to size?
SHUGO cleats and trainers run true to size. Please use our size guide below to find your perfect fit. Feet may swell during training or a game, so when in doubt, size up.
Are your items offered in men’s or women's sizing?
All SHUGO products are listed in men's sizing at this time. Please reference the sizing guide above for specific sizing information.
My size isn’t available on your website. Will you restock?
All SHUGO drops are exclusive, limited-run, and are offered on a first come, first serve basis. Most of our product offerings do not restock, and it is highly recommended to order footwear drops to reserve your size.
I see an item that says “Preorder.” When can I expect the item to arrive?
Upon placing a preorder, you acknowledge that your shipment will arrive when the product has been received by our warehouse. You will receive an email with tracking information once your order has shipped. Payment will be taken upon ordering your item. For more information on your preorder, please email firstname.lastname@example.org.
Can I go somewhere to try on SHUGO?
All SHUGO items are exclusively available on shug0.com. However, customers are welcome to return or exchange any item within 30 days of receipt as long as the item is new, unworn, and still in its original condition and packaging with all original tags attached.
SUPPORT & CUSTOMER CARE
How do I contact the SHUGO Concierge Team?
If you need help with your order, or have a question that isn’t addressed in our FAQ, reach out to us at email@example.com. Customer service hours are Monday–Friday, from 8AM–5PM PST. Holidays may affect these hours. While we do not offer 24/7 customer service hours, our team will diligently work to ensure your questions are answered as quickly as possible.
Who is SHUGO for?
SHUGO is for anyone striving to nourish their mind and body through premium footwear, apparel and accessories, crafted to endure.
ORDERS, PAYMENT & SHIPPING
What if I need to change my address after I place my order?
You are responsible for keeping your shipping and contact information up to date to ensure proper shipment of any items. Please email us at firstname.lastname@example.org should you need to update your information. Please note, once an order has been placed, there is no guarantee your change can be made, due to our warehouse partner’s process.
How will I be billed for my order?
Your preferred payment method will be charged upon placing your order. Orders may be canceled within 30 days of purchase, for a full refund. After 30 days, order cancellations will not be accepted. You will receive a shipping notification and tracking number when your order is shipped.
How much is shipping?
For Domestic US shipments, SHUGO charges a flat-rate shipping fee of $10. SHUGO currently only ships within the US. Please see our SHUGO International section for international shipping fees and duties.
What payment methods do you accept?
Accepted forms of payment include debit, credit, Apple Pay, Shop Pay, Facebook Pay, and PayPal.
I got charged but didn’t receive an Order Confirmation email. What’s going on?
If you attempt to submit an order with varying billing and shipping addresses, our systems will revert you back to the checkout screen. At this time, you may receive a “pre-authorization” charge by your financial institution, which will appear as a temporary “charge”, however, unless you receive an Order Confirmed prompt and email, your order was not accepted. For any concerns, please contact us at email@example.com.
Why was my credit card charged multiple times?
This typically occurs when you attempt to refresh the checkout page as it is processing. Please contact us at firstname.lastname@example.org if you do not see these duplicate charges removed from your account after 5 business days.
How can I track my order status?
Domestic US orders ship within 3–5 business days. You will receive an email with tracking information once your item ships, or you can simply login to your account to track the progress of your shipment. For any questions on shipping, please email email@example.com.
Why isn’t my order status updated when I log into my account?
Please allow up to 5 business days for tracking to appear in your account.
Tracking shows my label has been created, but no movement. Why is this?
Your shipping status may take multiple business days before any location updates appear. If your tracking does not update after 2 business days, please email firstname.lastname@example.org and our customer service team will assist. Please note that any unprecedented shipping delays are out of our control, and can only be resolved by contacting your designated shipping courier.
My package shows as “delivered” but I never received it. What should I do?
Based on your location and pre-set preferences with the delivery courier, your order may be delivered to your building doorman, concierge, mailroom, or even at times, a neighbor of whom may accept the package in your absence. Please be sure to check with these individuals first. If you still do not have your package 24 hours after the delivery has occurred, please contact our customer service team at email@example.com and we will do our best to assist.
I was charged sales tax on my order. Is this correct?
Due to business requirements, below is a list of taxable states:
District of Columbia
RETURNS & EXCHANGES
What is SHUGO’s return policy for online orders?
We accept returns on all eligible merchandise within 30 days of receipt as long as the item is new, unworn, and still in its original condition and packaging with all original tags attached. To initiate a return, visit our Returns & Exchanges page to get started. Upon approval, a refund will be issued to your original form of payment. All returns will incur a $10 restocking fee.
Does SHUGO accept exchanges on items?
SHUGO accepts free exchanges on all footwear, apparel, and accessories within 30 days of receipt as long as the item is new, unworn, and still in its original condition and packaging with all original tags still attached. To initiate an exchange, please email firstname.lastname@example.org.
What countries do you ship to?
SHUGO currently ships within the United States and Canada. Please check back for new international shipping announcements.
I’m placing an international order. Do I pay for shipping and duties?
International customers are responsible for all shipping fees upon checkout. SHUGO requires customs and duties payment at the time of checkout for a streamlined shipping process.
I’m placing an international order. What is my size?
Our sizing guide is listed in EU sizes. Please see our sizing guide at the top of our FAQ page for conversion instructions.
What currencies can I shop in?
SHUGO prices are listed in USD. Please defer to your preferred currency converter to see your final cost.