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You are here: Home > FAQs

Frequently Asked Questions

Topics:

What's My Size?
Sanita Product
Shipping
Order Status
My Account
Payment & Coupons
Returns
Privacy Policy
Security
Customer Service

What's my size?

Clog Outlet shoe sizes are in European sizes. To determine your size, please see the Size Chart By Brand page.

Sanita Product

How should a Sanita clog fit?

Sanita clogs fit differently than traditional shoes. They should feel roomy, not constrained. There should be a 1/4 inch (pinky finger's width) gap between the heel of your foot and the back of the clog. Your heel should lift in the back of the shoe.

Where are Sanita products manufactured?

Sanita Clogs, Inc. is proud of its heritage as the Original Danish Clog company. They have been manufacturing products since 1907 - and today their clogs are still handcrafted in Denmark and Poland.

What is the relationship between Sanita and Dansko?

For many years Sanita manufactured clogs for Dansko. The Sanita and Dansko relationship ended in 2007. Since then, all Sanita manufactured products sold in the USA have been sold exclusively under the Sanita brand.

I want to buy a Sanita Factory Second product. Can I know the exact imperfection it will have?

Unfortunately, due to the high volume of sales we are unable to provide all the details regarding the imperfections that may exist on each pair of shoes. Rest assured though that our Quality Inspection process will not allow shipping any item that does not meet certain quality guidelines. Most imperfections will normally occur on one shoe and rarely do we see more than one type of imperfection in the same pair. If you are not completely satisfied, you are welcome to return them within 30 days. To view the type of imperfections that may exist, review the detailed photos and descriptions of Factory Seconds here.

What if the shoe is defective?

Normal (or abnormal) wear and tear are not considered a manufacturer's defect. Please contact us if you believe there to be a defect in workmanship, as continued wear can mask manufacturer's defects that were present when the shoes were new. ClogOutlet will happily take shoes back for inspection of manufacturer's defects. Any determination is at the complete discretion of our Quality Assurance Department.

If one shoe is bigger than the other, is this considered to be a flaw?

Sanita Clogs are handmade, so slight size variations that may occur from shoe to shoe are a characteristic of the product. Insoles may be used to fill in a shoe that fits slightly larger than the other.

Shipping

Do I have to pay for shipping?

Yes, you are responsible for the original shipping costs. We have very aggressive discounts with UPS which we pass on to you during the checkout process. Shipping is automatically calculated prior to submitting your payment information during checkout. Simply add items to your cart and proceed to the checkout page where you will be offered shipping method choices and their prices.

Some items will qualify for the option of free shipping on a promotional basis. Simply look for the icon to enjoy free shipping on selected items throughout the store.

How much is my shipping?

Shipping is automatically calculated prior to submitting your payment information. Simply add items to your cart and proceed to the Checkout page where you will be offered Shipping Method choices and their prices.

Can you ship orders outside the United States?

We currently ship to several countries. Please enter your shipping address and see if your country is listed. If it is not, please contact our Customer Service department, and we will let you know if your country is being added to our list of international shipping destinations.
  • Customs Fees - International orders will likely incur a customs fee. You are responsible for paying the customs and import duties. We cannot determine in advance what these charges will be. Please contact your local customs office to determine the customs costs. It is your full responsibility to verify the customs, duties charges and procedures in your country prior to placing your order.
  • IMPORTANT: If charges are levied in your country and you refuse to pay them, you are responsible for the original shipping costs to you, any duties, taxes and/or customs charges that are incurred on the package, and the cost of returning the package. These costs will be subtracted from your merchandise refund and your credit card will be charged accordingly.

Order Status

Has my order shipped? How do I track my order?

Click the Order Status link (in top navigation) to check your orders status. Be sure that all of the items in your order have shipped already. If you order displays your Package Tracking Numbers, check with the shipper to confirm that your packages were delivered. If your status is "delivered" and you have not received the package, please contact customer service for assistance.

How do I change quantities or cancel an item in my order?

Click the "MY ACCOUNT" link at the top right hand side of our site to view orders you have placed. Then click the "Change quantities / cancel orders" link to find and edit your order. Please note that once an order has begun processing or has shipped, the order is no longer editable.

When will my order ship?

We make every attempt to ship orders the same day they are placed, if received by 2 p.m. CST. However, please allow one business day for shipping your order. We ship packages from our Houston, Texas, facility by UPS and USPS to destinations located in the United States. In calculating delivery times, please see the and count business days only as UPS does not pick-up or deliver on weekends.

After placing your order, you may click the "MY ACCOUNT" link at the top right hand side of our site to track the status of your order. You will receive a shipment confirmation when your order has shipped and tracking information within 24-48 hours of shipment.

My order never arrived.

Click the "MY ACCOUNT" link at the top right hand side of our site to track your order status. Be sure that all of the items in your order have shipped already. If you order displays your Package Tracking Numbers, check with the shipper to confirm that your packages were delivered. If your status is "delivered" and you have not received the package, please contact customer service for assistance.

An item is missing from my shipment.

Click the "MY ACCOUNT" link at the top right hand side of our site to track your order status. Be sure that all of the items in your order have shipped already. If you order displays your Package Tracking Numbers, check with the shipper to confirm that your packages were delivered. If your status is "delivered" and you have not received the package, please contact customer service for assistance.

I received the wrong product.

If you feel that you have received the wrong product, please contact customer service within 72 hours of receiving the product.

My Account

How do I create an account?

1) Click the "MY ACCOUNT" link at the top right side of our site.
2) Enter your email address.
3) Select "I am a new customer."
Then, simply follow the prompts to complete setting up your account. .

How do I edit my account information?

Click the "MY ACCOUNT" link at the top right hand side of our site to edit your account information.

I forgot my password.

Click the "MY ACCOUNT" link at the top right hand side of our site. Under the login box you'll see a link that says "Forgot your password? Click here". That link will send an email to you with your password.

Payment & Coupons

How do I pay for my order?

Visa, MasterCard, American Express, Discover, Paypal and Google Checkout are all acceptable methods of payment.

Do I have to pay sales tax?

You only have to pay sales tax if you are located in Texas.

I have a question on my charges.

Click the "MY ACCOUNT" link at the top right hand side of our site to review your orders. You may compare your order history on our website, with your financial records. If you have further questions or concerns, please contact customer service for further assistance.

I need a copy of my receipt/invoice.

Click the "MY ACCOUNT" link at the top right hand side of our site to print invoices.

When will my credit appear on my account?

Credits usually take 7-10 business days from the time we receive your item(s).

When will my credit card be charged?

Your credit card will be charged within 24 hours prior to shipment of your item(s).

Can I purchase or use a gift certificate?

Yes, you may purchase a gift certificate here.

Do you offer additional discounts or do you accept coupons?

ClogOutlet's prices are already discounted. And, coupons are often issued to our customers who subscribe to our email list or follow us on Facebook and Twitter.

Can I combine coupon codes?

Coupons may not be combined unless otherwise stated. Promotions and coupon codes are active for 2-4 weeks unless otherwise stated on the promotions or coupon codes.

Returns

Clog Outlet accepts requests for returns on any pair of new, unworn shoes returned in the original box within 30 days. For more information, see the return and exchange process overview.

Privacy

We value your privacy. Your information is NEVER sold to any other company and is kept completely private. Please view our Privacy Policy for more information.

Security

This website is protected with SSL (secure socket layer) encryption, the highest standard in Internet security.

Customer Service

If you have any additional questions, please feel free to call our customer service line at 1-877-655-4477 or email us at service@clogoutlet.com.

Customer service representatives are available Monday through Friday 8:30 a.m. to 5:30 p.m. Central Standard Time.