Resoling & Repair Terms — the fine print
By shipping us your shoes, adding your shoes to a Bulk Shipment sent to us, or dropping your shoes in a dropbox at one of our partnered locations, you agree to these terms. Please read and understand them, and reach out if you have questions.
It is your responsibility to follow our instructions when submitting a pair of shoes for resole.
Change/Cancellation Requests
A $5.00 change fee will apply when changes or cancellations are requested on approved and invoiced resole requests. This is addition to any dropbox service fee or return shipping charge applicable.
Existing damage to shoes:
It is possible that the material of your shoes has become rotted, cracked, and brittle underneath the rand. This happens as a function of the care the shoe has received through its life, as well as age. Sometimes this cannot be determined until the shoe is partially deconstructed. In this case, you will receive a full refund of service charges, and we will give you the option of having your shoes returned as-is, or having us dispose of or recycle the shoes for you. We will not be responsible for shipping charges if the shoes are to be returned as-is.
If your shoes are lace-up, and the laces are either missing or so badly damaged that we cannot tighten the shoes, a lace replacement charge will be required to complete the resole.
Non-responsive shoe owners:
If shoes are received with no contact information (properly zip-tied tag for dropbox shoes, included note with personal info for mail-ins) we will do our best to find the rightful owner by referencing outstanding resole requests in our system. Failing this, these shoes will become property of Ontario Resoles after a 90 day period, to be recycled, re-purposed, sold, or donated.
If we are unable to obtain a response from the owner of received shoes through the means of contact provided by said owner within 90 days of receiving the shoes, these shoes will become property of Ontario Resoles, to be disposed of, recycled, re-purposed, sold, or donated.
If we have performed requested or approved work on shoes and the invoice remains unpaid for a period of 90 days, these shoes will become property of Ontario Resoles, to be disposed of, recycled, re-purposed, sold, or donated.
If we have returned shoes to one of our partnered third-party dropoff/pickup locations, and after us attempting to contact the owner through all provided means of contact, these shoes are not picked up by the owner with 90 days of initial delivery, these shoes will become property of Ontario Resoles, to be disposed of, recycled, re-purposed, sold, or donated.
Return Shipment Address
It is your responsibility to confirm that you have entered the correct return shipping address in the resole request form, and during payment. In the event that we ship out shoes which are returned to us due to an incorrect or incomplete address as entered by the customer, the customer will be responsible for any further (re)shipping charges to the corrected address, as well as any shipping charges incurred by the return of the initial failed shipment.
Shared Shipments
If we are unable to obtain a response or payment from a member of a shared shipment, additional charges will apply for that member. We may choose to sever that member from the return shipment in order to return shoes to responsive customers in a timely manner. This will result in additional charges for the unresponsive customer: standard return shipping rates, in addition to their share of the bulk shipment shipping cost.
E-Transfers
It is your responsibility to send e-transfer payments of the correct amount, to the correct email address. E-transfer payments not received at our email address are considered unpaid. Overpayments by e-transfer, or voluntary resole request cancellations after payment by e-transfer, may result in processing fees prior to refund.
These terms are subject to change without notice.