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Frequently Asked Questions

(last updated 1/01/22)


When can I place my order?

You can place an order during anytime, once a product is available to the public. Pre-orders may be placed during our VIP pre-order events and occasionally at other times stated on our website, or when we notify our VIP Members. 


What does "pre-order" mean?

Pre-order means you're securing your shoes before they are officially released. 


When can I expect my pre-order?

Due to Covid delays current round of pre-orders will arrive late May 2022.


How do I exchange/cancel my order?

We know how important your order is, so we aim to fulfill orders as quickly as possible! While we cannot cancel or change an order or pre-order once it has been placed, you are welcome to return your items in accordance with our Easy Returns Policy once your order has been delivered to you.


If I return my item is there a restock fee?

Yes, there is a $10 restock fee per item.


What if I want to order in bulk?

For retailers please contact:


What protects my order from being lost or stolen?
TRONUS offers Route premium service to protect your order from theft, damaged or lost shipments. Just opt-in at check out. 

How to I file Route claim form if my order is lost, stolen or damaged?

If you insured your order with Route+ at checkout, you would receive a confirmation email from Route with a link to file a claim. You can also file a claim here:

All other questions . . .

Don't see the answer you're looking for? Head over to our contact page to send any additional questions to or by submitting the below form. Thank you!