FAQ
Frequently Asked Questions
Everything below is the same information you will find in our policies — just faster to read. If your question is not here, email support@cushic.com and a person will answer within 1–2 business days.
Ordering & Payment
How can I pay for my order?
We accept all major credit and debit cards, Apple Pay, Google Pay, Shop Pay and PayPal. Checkout is processed by Shopify Payments — we never see or store your card details.
Will I get a confirmation after placing my order?
Yes. An order confirmation lands in your inbox within a few minutes. If it has not arrived, check your spam folder first, then email us — it is usually a typo in the address.
Is your website secure?
Yes. The whole site runs on SSL encryption and payments are handled by certified processors. Your card details never touch our servers.
Shipping & Delivery
When will I receive my order?
Orders are prepared in 1–3 business days and delivered in 7–15 business days after dispatch — so most orders arrive within 8–18 business days of the day you order. Orders placed after 6:00 PM ET, or on weekends and U.S. holidays, start processing the next business day.
How much is shipping?
Free standard shipping on every order, with tracking, no minimum purchase.
How can I track my package?
You receive a tracking number by email as soon as your order ships. It can take 2–4 business days for the first scan to appear — that gap is normal and does not mean the package is lost.
Where is my order shipped from?
To keep our prices where they are, we ship directly from our international manufacturing partner instead of holding stock in a U.S. warehouse. That saves the warehousing and middleman cost, and it is why a pair with this build is not priced like the brands sold in shopping malls.
Will I pay customs or import charges?
Prices do not include customs duties or import charges. On orders of this size they are uncommon, but if they do apply they are collected by the carrier and are the recipient's responsibility. We cannot guarantee that none will apply.
Can I change my shipping address after ordering?
Only if the order has not shipped yet. Email us as soon as possible with your order number. Once a tracking number exists, the address is locked with the carrier.
What happens if I enter the wrong address?
If the package comes back to us because the address was wrong or incomplete, we contact you to confirm the correct one. Reshipping is at your cost, or we refund the item — your choice.
My tracking has not updated in several days. What now?
Tracking can sit still for a few days between scans, especially during customs processing. If it has not moved for more than 7 days, email us with your order number and we will chase it with the carrier.
Will my order arrive in one package?
Not always. Orders with more than one pair may ship separately, at no extra cost, and you get tracking for each package.
Returns, Refunds & the 45-Day Wear Test
What is the 45-Day Wear Test?
It means you do not have to decide in the store aisle. Wear the pair, put it through a real day, and if it is not right for your feet you have 45 days from delivery to ask for a return and a refund.
How do I return something?
Email support@cushic.com with your order number. We reply within 1–2 business days with instructions and the correct return address. Once approved, you have 14 days to post it back.
Do not send anything to the address printed on the package you received. That is the sender's address, not our returns address, and parcels sent there cannot be processed or refunded.
Can I try the shoes on?
Yes — indoors. Try them on a clean carpeted surface and keep the box. What we cannot accept back is a pair worn outside: dirt, gravel or scuffing on the outsole makes the pair unsellable, and we will have to send it back to you.
Can I cancel my order?
Yes, any time before it ships — email us with your order number. Once the order has a tracking number it cannot be cancelled, but the 45-day return still applies.
I refused the delivery. Will I get a refund?
Refusing a package does not start a return, and a refused parcel does not reliably come back to us — we cannot refund what we never receive. Accept the delivery and email us instead. You have 45 days.
Do you offer exchanges?
Not directly. If you need a different size or colour, place a new order and return the first pair for a refund. It is faster, and it means you are not waiting on a return to clear before your right size ships.
I bought a Buy 1 Get 1 offer. Can I return just one pair?
Yes. If the remaining pair no longer qualifies for the offer, we refund what you actually paid for the returned pair after the discount is recalculated. Returning the whole order is always refunded in full.
When do I get my money back?
We refund within 5 business days of your return arriving and passing inspection, to the original payment method. Your bank then takes another 3–10 business days to post it — that part is out of our hands.
Is there a restocking fee?
No. The only cost you may carry is the postage to send the pair back, and not even that if the item was faulty, damaged in transit, or we sent the wrong one.
Fit & Product
How do I choose my size?
Stand on a sheet of paper, mark the back of your heel and the tip of your longest toe, and measure the distance in centimetres. Match it to the size chart on the product page. If you are between sizes, take the larger one.
My feet swell during the day. Which size should I take?
Size up. Feet can gain up to half a size over a long shift, and a pair that fits at 7am should still fit at 7pm. This is also why every model has a wide toe box — it is the front of the shoe that gets tight first.
What does "wide toe box" actually mean?
It is the front section of the shoe, where your toes sit. Most shoes taper to a point because it looks sleek; that is what creates pressure on bunions, hammertoes and swollen feet. A wide toe box keeps that area rounded and roomy so your toes can spread naturally.
Do you offer wide widths and half sizes?
Every model is built on a wide-toe-box last, and selected models also come in a wide width — it is marked on the product page. We do not currently offer half sizes: if you are between sizes, take the larger one.
Can I use my own orthotic insoles?
Yes. The factory insole lifts out, which leaves room for a custom or prescription orthotic. If you wear a thick custom orthotic, take the larger size.
I am on my feet for 10–12 hours. Which pair should I get?
Look for the models tagged Built for 12-Hour Shifts. They pair a cushioned midsole with a slip-resistant outsole — the combination that matters on hard floors that get wet, like hospitals, kitchens and shop floors.
I want something easy to put on without bending down.
Choose a hands-free slip-in. The heel is reinforced so it does not collapse when you step into it, which means no bending, no shoehorn and no reaching for the laces.
Are they machine washable?
No. Wipe the knit upper with a damp cloth and a drop of mild soap, then let it air dry away from direct heat. A washing machine breaks down the midsole and the adhesives.
Do the shoes need breaking in?
No break-in period. They should feel comfortable from the first day — that is the whole point of the wear test. If they do not, that is exactly what the 45 days are for.
Still have a question?
Email support@cushic.com. Monday to Friday, 9am–6pm ET. We reply within 1–2 business days, and a person reads every message.