Customer Service

Shipping & Delivery (in the US)

Orders placed will be shipped within 2 business days from order date.

Free Shipping

We offer FREE UPS Ground Shipping on all US orders over $100 in the continental U.S., every day.

Shipping Options

  • UPS Ground: This option is available on all orders. Products shipped via standard service are normally delivered within 3-5 business days after ordering.
  • UPS 2nd Day Air: **For an additional charge, we offer this expedited shipping option. Products shipped via two-day service are normally delivered two business days after ordering.
  • UPS Next Day Air: **For an additional charge, we offer this expedited shipping option. Products shipped via overnight service are normally delivered one business day after ordering. Overnight delivery is not available for orders shipping to Alaska and Hawaii.

Verifying Your Billing & Shipping Address

Your billing name and address must match those on your credit card statement, or your credit card transaction may be declined.

For fraud prevention purposes, if your billing and shipping addresses are different, we must verify your shipping address. The reason we do this is to ensure that both you and Mezlan are protected from fraudulent activities. Someone may get your credit card information and your billing address (from your trash can, for example) and ship an order to anywhere in the US. Only you, as the cardholder, can add an alternate address on file with the bank and/or credit card company; this keeps our fraud rates down and gives you peace of mind that you are purchasing/shopping with a company that has your best interest in mind. Our Customer Service may email, then call you, to verify order information. If contacted, your order will not ship until we verify it with you.

Please contact the bank that issued your credit card and have your shipping address listed as an alternate address in that bank's memo field. Please note this only takes 5 minutes and you will never have to do it again once this is completed. Please also make sure your credit card issuer bank's phone number is correctly listed in your account information.

Signature Requirements

It is at the discretion of our shipping carrier, UPS, whether to require a signature at your delivery location. For your convenience, we recommend that you sign up for My UPS account that may allow you to waive any signature requirements and/or for UPS Access Point that allows you to select one of many convenient alternative delivery locations in your area (where available).

Undeliverable Packages

Please contact customer service if your package has not arrived in the specified ship time. Occasionally packages are returned to us as undeliverable after failed attempts by UPS. When the carrier returns an undeliverable package, we will make every effort to contact you to make arrangements for delivery. Customer Service will then require an additional $19 payment from you to resend or redirect your package.


How Does Route Work?
If your Route-protected order ends up lost, damaged, or stolen, Route’s expert support team helps ensure that your order gets replaced or refunded as preferred. Claims will be reviewed for approval within 1-2 business days from filing.  

For lost packages you must wait 5 days to file a claim. Claims can be filed up to 30 days after. Additionally, please refrain from filling a chargeback as this will invalidate your claim with Route. 

Need to file a claim?  File here

Where is My Order?
Once your order has been fulfilled by our team, a shipping confirmation with a tracking number will be emailed. You can download  Route’s mobile app for iOS or Android to visually track your package and receive real-time notifications on its estimated delivery.

How Do I File a Claim for my Lost, Damaged, or Stolen Order?
If you insured your order with Route at checkout, you will receive a confirmation email from Route with a link to file a shipping issue. 

You can also file a shipping issue on Route’s app or via the web here. To file a claim, you will need your store order number OR Route ID number and the email address that was attached to the order.

Haven’t downloaded the app yet?  Download here

Cancellations, Returns and Adjustments (in the US)


If you are contacting us for the purpose of cancelling or changing an order you have already placed, please use this form, the Help widget or email and we will respond within 24 business hours or sooner. You can also call our web customer service department at 800-217-6000 ext.1, Monday through Friday between the hours of 7:30am-5:00pm Pacific time to assist you with this matter. Order changes or cancellations are normally responded to within 24 business hours or sooner.


Keep your wardrobe humming with our easy-breezy Exchanges + Returns.

We offer totally free Exchanges on all continental U.S. orders of unworn merchandise within 30 days of receiving.

Returns for a refund are charged a low-rate shipping fee.

  • Print your Return shipping label directly from your computer. (The Preferred Freight Carrier will be automatically selected by our system).
  • Your Exchange or Refund transaction will begin processing the moment the Carrier scans your package. This means your credit will be issued and your new order will be placed automatically!
  • Simply go to our Returns & Exchange page and proceed with your selections. No need to call or write for a Return Authorization!
*ADVISORY Please try your shoes on a carpet so that the soles are not scratched and tried on gently when assuring fit satisfaction.  Items must be sent back in original, brand-new condition along with their original box/packaging.  Please place each shoe inside their own cloth bag for protection when returning.  Use the original shoe box & outer shipping carton to secure the merchandise.  All merchandise will be inspected upon return. The refund will be reversed should any merchandise be received damaged, worn or without original packaging; each shoe placed inside its own cloth bag, and original outer shipping carton used.   Thank you!


The EXCHANGE ADVANTAGE! We’ll make this convenient and advantageous for you. We’ll pay the return shipping charges, totally free to you. You can choose from anything else on our website when you make your exchange. Plus, you will receive a $5 bonus credit when you make an exchange for a different style.



We’ll make it super easy! Just return your items within 30 days of receiving them. Your Return shipping fee is calculated at our company’s preferred low rate in the U.S. The fee will be automatically deducted from your merchandise refund amount. Your refund will be issued as soon as the freight carrier scans in your package.




If you find a product for a lower price on another website, we will refund you 100% of the difference between the lower price and price. We'll even refund the difference if we lower the price at, excluding products shown in our ‘Last Pairs’ section.


  • The product must be in stock in the same style, size and color that was purchased from the website.
  • Special promotions, coupons, coupon codes, flash sales, rebates, and gift certificates are not eligible for price matching.
  • The website where you found the lower priced product must be an authorized Mezlan reseller and cannot be an auction site or private event sale.
  • The final publicly advertised price that would have been paid at the other website, including shipping and tax, less any promotion, will be compared to the purchase price of your order with and will be used for calculating the difference.
  • Offer is valid for 10 days after you make your purchase.
  • Offer is valid on orders/items shipped to destinations within the United States.
  • Offer is limited to one refund per month per customer.
  • Adjustment can be made only one time per shoe.

To receive your refund:

  1. Order the item that you want from
  2. Send an email to with: (1) your Order Number, (2) a direct URL linking to the product you found on the other website, and (3) a screenshot showing the size, color, and style in stock.
  3. After receiving your email, will verify the website where you found the lower price, and if approved, will issue the refund of the difference to your original order, and will send you an e-mail confirmation of the refund.

International Shipping and Returns (outside the US)

 We are currently integrating a new international shipping platform with GLOBAL-e. We should be accommodating all international shipping orders sometime in January/February 2022.  Thanks for your patience!

e-Gift Cards

The perfect gift for any occasion, e-Gift Cards have no fees and never expire. An e-Gift Card is emailed to the recipient for immediate use at our online store. Currently, e-Gift Cards are not redeemable at Mezlan retail stores or other websites.

If purchased alone, e-Gift Cards are usually made available within a few hours of credit approval. If purchased with other merchandise, the e-Gift Card will be emailed to the recipient once all of the other items in the order ship.



Installments by Afterpay let customers pay for purchases in four equal interest free payments, due every 2 weeks. For example, if you purchase an item for $200, you pay 4 installments of $50.

There’s no additional cost to customers when they use Installments by Afterpay as long as they pay their installments on time. Installments are always interest-free, and the customer receives their order right away.

Loyalty Programs

Introducing the Rewards Program! We want to reward you for your loyalty. Earn MezlanWarehouse Points or a Discount for:

  • Making Purchases
  • Posting a Product Review
  • Referring a Friend
    • Get a discount for your friend and you!
  • Following us on Social Media
  • Enjoy Elite Status & Perks with increased activities

Create wishlists with your wants for new shoes that you can share with your family and friends.

Launching NOW! Sorry previous orders and purchases are not applicable to the rewards program.

Sign up today if you don’t have an account!