FAQ

You can find our sizing charts here: https://www.lemsshoes.com/pages/sizing-charts

Please refer to the size guide here. If you need additional assistance, please contact our customer support team at support@lemsshoes.com or give us a call at (844) 859-5367.

All of our shoes are built with a 2E width last except for our Trailheads and Mesas which are men’s and women’s specific with D and B last, respectively.

Yes! We currently offer all shoes except our Primal 2s in half sizes.

For each half size, a shoe will increase approximately by 4 mm in the length and 1 mm in the width; for each whole size, a shoe will increase by about 8 mm in the length and 2 mm in the width.

We wish that we could accommodate your request, but unfortunately we have to send same sized pairs. We recommend ordering the larger size of the two lengths.

We have numerous retail locations located across the globe, so please feel free to follow the link to our store locator to see if there is one in your area.http://www.lemsshoes.com/store-locator.html

No, they do not. As our shoes are all built on different lasts, the different categories of shoes have different sizing. We recommend that you utilize our sizing charts to find the size that you need for each specific shoe you are interested in.

All of our shoes except for the Trailheads and Mesas are unisex; our Trailheads and Mesas are men’s and women’s specific.

While these styles are all built on the same outsole, you may end up in different sizes between these styles. Because our Chukkas/Nine2Fives have a toe cap, the have more space in the toe box volume than the Drifters/Chillums/Boulder Boots that have the stitched toe box. We recommend that customers with higher arches, wider feet, or who need more toe box volume order a half size up than their recommended size in the Drifter/Chillum/Boulder Boots.

In most cases you should not have to order a larger size to allow room for Correct Toes. We recommend ordering your normal size.  However, if you have wide feet, you may benefit from going up to the next size.

Most customers CANNOT fit a pair of Correct Toes in the Trailheads and Mesas.

We recommend that you purchase a size up from your STEM or Lemming Primal as our new Primal 2 runs slightly smaller.

Most of the time, this issue occurs because your billing address has been entered wrong. Please make sure you double check your information when submitting your order!

We accept all major credit cards (Visa, Mastercard, American Express, and Discover) as well as PayPal and Amazon Pay. Please note that we can only accept PayPal payments for some international countries due to fraud issues.

We are required by law to charge sales tax in some states. Please contact our customer support team if you're unsure about the sales tax in your state.

By law, duties and taxes are due for international orders. You have the option to pay these fees at checkout, or you can wait to pay these fees before final delivery.

We aim to process an order for shipping within one business day. However, during sales periods where order volumes are high this can take up to 4 business days. If you do not receive a shipment email within 5 business days, please contact support@lemsshoes.com so that we can assist you!

Yes! Check out our digital gift cards here.

Our system can only process one payment method UNLESS you are using a Lems Gift Card and some other form of payment like a credit card or PayPal to cover the difference in cost.

Yes, as long as the prepaid gift card is registered to your billing address and will cover the entire cost of the purchase. 

We cannot hold orders. Once it is placed, it will be sent to shipping.

Yes! There are independent retailers across the US and internationally that sell Lems. Please check out our store locator to find authorized Lems retailers here.

Please note that lemsshoes.com (our official website) is the only website that sells the entire Lems collection. If you see a website selling all of Lems products at a very discounted price, it is likely a fraudulent website. We do not have any affiliation with websites/entities that are not listed on our store locator.

Yes, ALL clearance items are final sale. This means no exchanges or returns on any item purchased from the clearance page.

We will price match and honor a sale price for any orders placed within 48 hours prior to the start date of a sales period.

Flash sales are an exception. An order placed before Flash Sales cannot be discounted.

We will not honor any sale pricing after a sales period has ended.

We do not. The sale price is only applicable on in-stock items only. No rainchecks or price adjustments will be applied to an item if it is out of stock during the time of the sale or promotion.

Discounts during sale periods cannot be combined with any other promo code or discount. No exceptions.

We will price match re-orders within 60-days of your original purchase during a sale. Please note that we can only price match items that you originally purchased during the sale and are just getting a new size.

Unfortunately, we do not offer smaller sizes in our Nine2Fives for women.

We get this question a lot and it is something on our design radar for the future! But as of now, no immediate plans. Feel free to sign up for our newsletter to stay up to date with all the latest and greatest from Lems Shoes!

Unfortunately, we cannot remove our Lems logo from any of our products.

Unfortunately, we are unable to manufacture custom shoes.

Yes! We now offer the Waterproof Boulder Boot, Boulder Boot Summit, Outlander, Primal Pursuit Mid, and Chelsea Boot Waterproof. All waterproof styles can be found here.

We source our leather from 3 year-old steers and cows that are humanely raised in the U.S. that follow strict employee and animal safety guidelines. These animals are also killed for consumption, so their meat is not wasted. 

We design our shoes in-house in Boulder, Colorado which are then manufactured in a family-owned factory in China. We work closely with our manufacturers not only on the production of our shoes, but also to ensure that our factories are safe and clean.

We are proud to partner with Route, the leader in package protection and tracking solutions. By keeping Route selected at checkout, your order will be protected from damage, loss, or theft. See more details here.

Yes. We offer 2nd-Day air shipping option through UPS. You can find more info here.

Once your order ships, it can take up to 24 hours for that UPS tracking number to generate. You may also have entered your email address in wrong or it could be in your Spam folder. If you still aren't seeing that tracking information within a few days of placing your order, please reach out to us as support@lemsshoes.com so we can help you track your order.

If your order has not shipped within 2-3 business days of ordering, we may have an item you ordered out of stock. Please reach out to us at support@lemsshoes.com so we can help with your order.

If your order has been at a specific location in the United States for a few days and nothing has changed in the tracking, this means that the package is currently en route to your country. Once it passes through customs in your country, you will see an update to that shipping information and be able to track your shipment with your country's postal system for more detailed information.

If your order is showing that there was an attempted delivery with USPS, but no further information, you can use your USPS tracking number to check with your local post for more detailed information on where your order is! It’s likely that additional customs fees are owed upon delivery and your local post will be able to provide you with this information.

We have designed the shoes to fit as many different foot shapes as possible, but sometimes they just do not. It's difficult for us to give a definite answer to this one, but we feel that the best way to know is by trying the shoes.

All of our shoes have removable insoles. If your orthotics fit in other shoes, they should fit in Lems too!

With our unique design, featuring a wide toe-box, flexible material, and zero-drop platform, our shoes have the ability to aid in correcting common foot ailments, increasing overall strength in the lower extremities, allow for greater balance, and help realign your posture. Plus, they are just down right comfortable!

Yup! You may experience some discomfort at first, but know that this just means the tendons and muscles in your feet adapting to the lack of support that most contemporary shoe companies incorporate into their designs. This should subside over a short period of time. We typically recommend wearing the shoes sparingly at first, and then progressing to longer durations of wear. It’s all about the transition! Trust the process.

We've had a lot of success stories from customers who have suffered from a myriad foot ailments such as these listed above. We like to think they could help you, too!

Our shoes with soles made of Injection Blown Rubber (IBR) tend to wear down faster then true rubber outsoles.

There are many factors that affect the longevity of a shoe. This includes walking gait, force of heel strike, surfaces walked on, and frequency of use. Some customers see little wear over a long period of time, some more so.

For our shoes featuring mesh or canvas, we suggest using lukewarm water and mild dish soap to hand wash your shoes. For our leather shoes, we suggest using a leather care cleaner like the Otter Wax Leather Care Kit. To dry your shoes, just leave them out at room temperature and not expose them to heat.

We offer replacement insoles for all of our shoes, and replacement laces for the Nine2Fives. Check them out here!

If you need replacement laces for other styles, search online for something similar.

If your shoes happen to get wet for any reason (puddles, wet grass, sweat or any other unforeseen environments) we highly recommend that you take out your insoles and loosen the laces to allow them to properly dry out. Do not put the insoles back in the shoes until the inside of the shoes and the insoles are completely dry to ensure there is no excess moisture being trapped within the shoes.

We recommend alternating your shoes to a different pair while your wet pair dries out in an open space. Do not wear them or store them away until they are fully dried out.

Please note, we do not recommend putting your shoes in direct heat or in the dryer, as this could potentially cause shrinkage.  

As much as we wish that we came up with the Correct Toes concept, they were actually designed by one of our advocates, Dr. Ray McClanahan. Their company is separate from ours and their staff is much more knowledgeable on the product. Please feel free to visit Correct Toes’ specific FAQ for more information regarding their product here. 

https://www.lemsshoes.com/pages/return

We are happy to accept returns for your UNWORN shoes within 60 days of purchase. US customers can opt for an exchange or refund, International customers can return for refund only. Original shipping fees are not refunded. Please note, shoes returned with any wear and tear, including dirt, scuffs, scratches and other signs of wear will not be refunded, exchanged, or credited and will be donated to charity. Check out our return page for more information: https://www.lemsshoes.com/pages/return

We now have a free return/exchange option for most US addresses.  Input your zipcode here to see if this applies to you https://locations.happyreturns.com. Other return/exchange options for US customers include a $9 return label, or ship back at your own cost.  Exchanges can be set up one-time, after that, please return for a refund or store credit and re-purchase.

We do not provide free or discounted return labels for international orders. Please note that original international shipping and customs fees will not be refunded. Check out our return page for return address and more information: https://www.lemsshoes.com/pages/return

Email returns@lemsshoes.com and we will assist!

For Mail returns, send the shoes in the smallest packaging possible to save on shipping fees.  We ask that you put the shoebox in a small shipping box or shipping bag.For HappyReturns returning to a ReturnsBar, just bring them in the shoebox, no outer packaging needed!

Your return may have arrived at our warehouse location, but the product still needs to be inspected for wear and tear and placed back into our inventory, at which time we receive notification and your refund is processed. Please note that we are a very small operation and your patience is much appreciated when it comes to returns. Returns are typically processed within 5-7 business days after the return is received by our warehouse.

We have a one-year manufacturing warranty for shoes and 6-month warranty on laces and insoles from your original purchase date.

Warranty policy is subject to the following limitations:

- It is up to the discretion of our trained Customer Service team to determine if shoes fall within our manufacturing warranty.

- All warranty claims must be accompanied by the original purchase receipt from our website or an authorized dealer.

- Repaired or replaced products are covered for the remainder of the original warranty.

Examples of what is not covered by warranty:

- Footwear purchased over 1 year after the purchase date

-Product acquired from aftermarket sources such as online auction sites, liquidators, consignment shops, private sellers, salesman samples, promotional products and final sale discontinued product

-Shoes purchased from REI Garage Sales or REI Used Gear cannot be warrantied

- Improper fit. Fit is the responsibility of the owner and should be assured before purchasing the product

- Comfort issues

- Frayed material, worn stitching and worn soles due to normal wear

- Stitching or hardware failure due to being caught, hooked, snagged or other abnormal wearing accidents

- Modifications or alterations of the product

- Damage that is a result from misuse, normal wear and tear or damage incurred during storage or transportation

- Deterioration from water abuse

- Skateboard or bicycle abuse

- Cuts, scratches, burns etc.

- Shrinkage from overexposure to extreme heat

Unfortunately, we are not able to refund any additional customs fees that may accrue upon the delivery of your order. However, many countries will reimburse these costs to you after proof that the order was returned and refunded by us!

If you have a Returns Bar location near you https://locations.happyreturns.com/ set it up as a gift return here https://www.lemsshoes.com/pages/return. If not, please email us the original order number or name of the purchaser so we can adjust the order to reflect your information and set up the return for store credit.

Our Customer Service team is available 8 am to 3 pm MST (10 am to 5 pm EST) Monday through Friday. Our small, but mighty team will respond within 1-2 business days of receiving your email or phone call. Just leave us a message and we will get back to you!

We run sales periodically throughout the year. Just sign up for our online newsletter at the bottom of any webpage and receive a 10% discount to use on your first purchase with us too!

Yes! You can by an online gift card here: https://lemsshoes.com/products/gift-card

For more info about becoming a authorized Lems distributor contact Caileigh, at colo@lemsshoes.com.

Please reach out to our marketing team by email at media@lemsshoes.com.

Please email our team at support@lemsshoes.com or drop us a line at 844-859-LEMS. You can also hit us up on live chat! 

We do not have a flagship store.

Lems holiday closures include the following: January 1 (New Year's Day), July 4 (Fourth of July), the last Thursday in November (Thanksgiving Day), and December 25 (Christmas Day).

We cannot make changes to an order once it has been placed. Please email, call, or live chat us to cancel your order and simply place a new order for the correct item that you need.

Our warehouse ships orders Monday-Friday until 2pm EST.

Orders do not ship on the following holidays: New Year's Day, Memorial Day, Fourth of July, Labor Day, Thanksgiving Day and Christmas Day.

Due to the sheer volume of shipments that UPS and USPS are handling at this time, you may see a delay in your tracking information updating until the shippers are able to get it scanned. If you do not see an update with your tracking number within 5 business days after you receive your shipping confirmation, please contact our customer service team at support@lemsshoes.com.

Please note that these dates are not concrete as shippers are seeing delays with the overwhelming shipments this holiday season. The last day for ground UPS ground shipping is December 15th and the last day for US USPS shipping is December 17th.

There is a “Discount/Gift Card” box to enter your code at checkout!

Please email our customer service team at support@lemsshoes.com with your name and email address that is associated with the gift card so we can resend the gift card to you via email. 

We do not offer direct exchanges so we will need to set up your return for store credit so you can purchase the item that you need. Please email us the original order number or name of the purchaser so we can adjust the order to reflect your information and set up the return for store credit.

If eligible, you can submit a direct exchange and receive the discounted price here.

Otherwise, let us know the new order number and we will price match re-orders within 30-days of your original purchase date.

You cannot combine discounts on our website. If you are purchasing an item that is not on sale and would like to apply the discount to just that item, please email our customer service team your order number so they can apply the discount retroactively via a refund to you on the full-priced item. 

We are not able to gift wrap or write personal messages on orders.

We ship all of our orders in white plastic shipping bags or in plain cardboard boxes. The only place you can see the name LEMS SHOES is on the shipping label which we cannot black out. 

Yes. We offer 2nd-Day air shipping option through UPS. You can find more info here.

After we receive a return, our returns team has to hand-inspect every returned item. They work as quickly as they can to let us know when your return has passed the inspection process and has been processed so we can issue your refund. Please note that this process can take up to 7-10 business days AFTER we receive your return this holiday season. You can follow your returns tracking by using the tracking number on the return label provided when you set up a return.

Unfortunately we do not have gift receipts, but the invoice included with your shipment does not have the price shown on it.

During the holiday season, it may take our Customer Service team a few more days than normal to respond to your email or call. There are only four customer service agents who are working 8 am to 3 pm MST so please allow 2-3 business days for us to respond.