Frequently Asked Questions


1. What can cause my order to be delayed?

A: If the billing information you provide does not match what your bank has on file (including address and telephone number), your order may be delayed. Your order may also be delayed if the billing and shipping address are not the same.

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2. How long does it take to process and ship my order?

A: The time it takes for you to receive your order will depend on your location, the item(s) ordered, and the shipping speed you selected. All shipments take place in two stages: processing and transit.


Processing and packing times are estimated 24-48 hours. This excludes orders placed on the weekend.


  • Standard delivery service 2-6 business days
  • Express delivery service 3-4 business days
  • Rush delivery service 1-3 business days

Time frames are dependent on order date and your location.

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3. If my shoes do not fit can I exchange them for a different size?

A: We do not offer exchanges at this time. Once we receive the returned items you will be credited back to the original credit card used to make the purchase. If you have any questions, please contact customer service.

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4. What methods of payment does accept?

A: We currently accept the following forms of payment:

  • American Express
  • Master Card
  • Discover Card
  • PayPal (Must be a U.S. account)
  • Grasshoppers Gift Cards and Grasshoppers Ecards
  • Pre-paid gift cards: Visa, MasterCard, American Express

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5. Do you accept international credit cards?

A: Grasshoppers only accepts credit cards issued from U.S. banks with U.S. billing and shipping addresses.

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6. How is sales tax calculated?

A: We collect sales tax on orders delivered to certain jurisdictions. Order totals listed on your screen reflect estimated sales tax. The actual charge to your credit card will reflect the applicable state and local sales taxes and will be calculated at the time you checkout. Your actual tax total will include the correct local sales tax (if applicable). If you have any questions about the tax rate, please CONTACT CUSTOMER SERVICE.

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7. My order was not processed and there is a charge on my account. When will the charge be removed?

A: If you used a credit card or debit card, the charge you see is actually a pre-authorization hold. This is a temporary electronic authorization. The card will not be charged unless the order ships. If you did not complete the order, the hold will drop off your account according to your credit card or bank policy. This generally happens within 2-10 business days. For more information, contact your credit card company or bank to find out when the hold will be released.

If you used PayPal, the charge you see is actually a pre-transaction notification. This notification will drop off your PayPal account within 30 days. Contact PayPal directly to find out exactly when the pending notification will drop off.

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8. If I change my mind can I cancel or change my order?

A: Our goal is to expedite your order as quickly as possible; therefore, once your order is placed it cannot be cancelled or changed.

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