General Questions Shipping, Returns & Exchanges
Simply mail the unworn merchandise in its original packaging along with the shipping invoice to our Returns Processing Center. It may take up to 10 business days to process the return and 3 – 10 business days to reflect the credit to the original form of payment. Off Broadway Shoe Warehouse is not responsible for the merchandise until it has been received by our Returns Processing Center. C.O.D. packages will not be accepted. We recommend insuring and/or sending merchandise through a traceable shipping method. Exchanges are available in-store only.
Refund Process:
The warehouse will inspect merchandise and reserves the right to reject the return. Returned items are not considered damaged unless the merchandise is damaged. A return email confirmation will be sent when the refund has been processed. It may take an additional 3 – 10 business days after the credit is applied for it to post, depending on the credit card company.
Send To:
Off Broadway Shoes
Attention: Returns Processing - 9210
8310 Technology Drive
Charlotte, NC 28262
If you have further questions please refer to our Shipping, Returns & Exchanges page. Buy Online, Pickup In-Store Rewards Questions Email/Text Communication Mobile App Questions
How do I track my order?
Once your order is processed you will receive an email confirmation with your order number. Click here to check the status, login in to your account to view all past and current orders, or download our easy to use mobile app.
What forms of payment do you accept?
We are able to accept: Off Broadway Shoe Warehouse Gift Cards, Visa, Mastercard, Discover and American Express. We do not accept checks, money orders, or cash for online purchases.
How do I use a coupon or promotion code?
Coupons and promotions can be applied during checkout. Just enter the promotion code in the Offer Code field on the cart page of the website or in the mobile app, or show the barcode for the offer to the store associate. Some of our codes are available for in store or online use only. Be sure to check the offer details to verify the terms and conditions.
What is the Military Discount?
Every Tuesday, U.S. military personnel and their families receive a 10% discount on their entire in-store purchase. Must present valid U.S. Military ID at time of purchase. More information.
What is your gift card policy?
Gift cards can be used to make purchases online or at any store location. Off Broadway shoes is not responsible for lost or stolen cards and are not redeemable for cash. You may check your gift card balance here.
Do you offer price adjustments?
Yes, within 10 days from the original purchase date. You must present your original receipt to receive an adjustment. Our policy does not apply to flash sales or special promotions.
What are the Customer Service hours of operation?
One of our Brand Care Specialists is available for chat or by phone at (800) 248-0881 anytime during the following hours:
Or contact us via email here and we'll get back to you within 24 hours.
- Monday - Friday: 9am - 10pm EST
- Saturday: 10am - 8pm EST
- Sunday: 12pm - 8pm EST
Or contact us via email here and we'll get back to you within 24 hours.
How can I get free shipping?
There are currently two ways to qualify for free shipping:
Free Economy Shipping (estimated arrival, 7-10 business days) is automatically applied to qualified orders.
You can upgrade to faster shipping methods with respective fees.
- 1. Your cart total, including promotions and discounts, is $65.00 or more.
- 2. Shop during a special event that advertises free shipping for all orders.
Free Economy Shipping (estimated arrival, 7-10 business days) is automatically applied to qualified orders.
You can upgrade to faster shipping methods with respective fees.
What shipping methods do you offer?
We currently offer three FedEx shipping options:
- Economy - $6.99 (7-10 Business Days)
- Standard Ground - $8.99 (5-7 Business Days)
- Expedited - $15.99 (2-3 Business Days)
Does Off Broadway ship internationally?
We currently only ship within the continental United States.
When will my order ship?
The majority of orders placed before 12pm EST will ship the same business day.
Can I ship to a P.O. Box or military APO/FPO?
Yes, to ship to a P.O. Box or military APO/FPO you must select the Economy - SmartPost shipping option and follow these directions:
- Include the service member's full name
- Include the unit and box (where applicable) in the Address 1 field
- Enter the 5 digit APO/FPO/DPO code in the Zip Code field
- Enter APO or FPO or DPO in the City field
- Select AA, AE or AP from the State drop down ( AA is used for armed forces in the Americas excluding Canada. AE is used for Europe, the Middle East, Africa, and Canada. AP is used for the Pacific.)
How do I return or exchange in store merchandise?
- Unworn merchandise must be returned within 60 days from the purchase date, with original packaging, box and receipt.
- If you do not have a receipt, an Off Broadway gift card will be offered for the current selling price or a merchandise exchange.
- Returns from the "Buy one get one" sales: The purchase of two pair is what qualifies you for the discount during our "Buy One Get One" Sale. Accordingly, the discount is deducted from the refund total if either pair is returned. The discount may be retained if an exchange is made at the time of the return, in store only.
- You will receive a refund via your original form of payment.
- Please allow 1-2 billing cycles for credit card refunds to appear.
- Check purchases must wait 7 business days for a cash refund.
- No refunds or exchanges will be given on worn merchandise.
- Items purchased at an Off Broadway store may not be returned to offbroadwayshoes.com.
- If you have further questions please refer to our Shipping, Returns & Exchanges page.
How do I return or exchange online merchandise?
- You may return online merchandise within 60 days to any Off Broadway location for credit or exchange, or by mail for credit.
- Exchanges are only available in-store at any Off Broadway store location.
Simply mail the unworn merchandise in its original packaging along with the shipping invoice to our Returns Processing Center. It may take up to 10 business days to process the return and 3 – 10 business days to reflect the credit to the original form of payment. Off Broadway Shoe Warehouse is not responsible for the merchandise until it has been received by our Returns Processing Center. C.O.D. packages will not be accepted. We recommend insuring and/or sending merchandise through a traceable shipping method. Exchanges are available in-store only.
- Fill out the Return Form section of the shipping invoice
- Enter the reason code next to the product being returned.
- Complete Special Instructions if returning a gift or a purchase paid by gift card.
- Place the unworn merchandise back in the original box along with the completed invoice.
Refund Process:
The warehouse will inspect merchandise and reserves the right to reject the return. Returned items are not considered damaged unless the merchandise is damaged. A return email confirmation will be sent when the refund has been processed. It may take an additional 3 – 10 business days after the credit is applied for it to post, depending on the credit card company.
Send To:
Off Broadway Shoes
Attention: Returns Processing - 9210
8310 Technology Drive
Charlotte, NC 28262
If you have further questions please refer to our Shipping, Returns & Exchanges page.
How do I return a "Buy One Get One 50% Off" item?
The purchase of two pair is what qualifies you for the discount during our "Buy One Get One" Sale. Accordingly, the discount is deducted from the refund total if either pair is returned.
If I return my purchase do I get my Off Broadway Rewards back?
Sorry, we cannot refund Off Broadway Rewards at this time. For more information visit our Rewards page.
- Shop on our website or in the app. Select a style, select a size, then click Find In Store. If your store is participating, you'll see a Pick Up In Store button for that store to add the item to your cart. (Check back often as we will be adding more stores every month!)
- Once you've placed your order, you will recieve a confirmation email (including a Passcode Number) when your items are ready to be picked up.
- Provide the store associate your Passcode (included in the confirmation email) when picking up the order.
When can I pick up my order?
It can take approximately 2-4 hours for your order to be ready. Once you receive an email with your Passcode number, you’re ready to pick up! If your order is placed less than 4 hours before the pickup store’s local closing time, the order will be prepared the following day, within 2-4 hours of store opening.
How do I pick up my order?
Go to your pickup location and tell a store associate you placed a Free In-Store Pickup order. All you need is the Passcode number you received in your confirmation email.
Does Buy One, Get One 50% Off apply to Free In-Store Pickup orders? (BOGO Free, In-store coupons, etc.)
Yes
How do I sign up and get my Off Broadway Rewards?
You must be 13 years of age to be an Off Broadway Shoe Warehouse account holder and can sign up here. Your Rewards are preloaded to your account and can be checked by logging into your account on the website and through our app. For more information on our Rewards program click here.
I signed up for Off Broadway Rewards in store how do I create an account?
If you signed up in store, just enter the phone number or email address associated with your account on the Login page on our website or in our Mobile App. Then complete your online account to start tracking your rewards!
Why am I not receiving my Off Broadway Rewards?
Verify that we have your correct email address and/or mobile phone number on file by logging into your account. If your information is accurate and you’re still not receiving Rewards please contact us.
Can my expired Off Broadway Rewards be reissued?
Sorry we do not reissue expired Rewards. Your $15 Reward is valid for three months (90 days) from the date it’s issued.
Do my qualifying purchases ever expire?
Qualifying purchases will expire one year after the date they are purchased.
I forgot to tell the cashier that I'm a Off Broadway Rewards member, can I still add the qualifying purchases to my account?
After 24 hours you can add your qualifying purchases by logging into your loyalty account and going to the Claim Rewards page here. From there, simply fill out the fields using the transaction information found on your receipt.
I have more than one Off Broadway Rewards account in my name, can they be combined?
Yes you can! Please contact us by email to combine your accounts.
How do I change my communication preferences or account information?
Simply update your information or preferences by logging into your account, through our Mobile App, or by contacting us.
How do I opt out of receiving texts and email?
You can hit the unsubscribe link at the bottom of our emails to opt out. To stop receiving text messages simply text STOP to 333222.
How do I redeem my Off Broadway Rewards in the mobile app?
Just login and start shopping! Once you’ve added items to your cart, you’ll see your available Rewards on the cart page that you can choose to apply to your order.
Can I use more than one Off Broadway Reward on an order?
Yes! You can use as many Rewards as you have active.
Do I need to be a Off Broadway Rewards member to use the mobile app?
No, you do not need to be a member to shop, use the Store Locator or visit Customer Service features. The benefits of being a Off Broadway Rewards member gives you access to your Order History, Rewards tracking, Account Management and line priority to Customer Service Chat.
How do I sign in if I already have an account?
If you've signed in online before, simply enter your login information on the Login page. If you signed up in store but haven't completed the online part of your account, just enter the phone number or email address associated with your account in the Did You Enroll In Store? section of the Login page on our website or in our Mobile App. Then complete your online account to start tracking your rewards!
