Can I place my order over the phone?
All orders must be placed through our website and we ask you try this route first. If you are experiencing difficulty placing your order online, call our Customer Service team at 978-318-0000.
Can I ship a product to another country?
We ship to all USA and APO addresses on our USA site. We also will ship to Canada but shipments from our USA site may be subject to additional surcharges and fees beyond the shipping charge. We are not responsible for any additional charges incurred. To avoid these fees please order directly from our Canadian site.
For locations outside of the USA, please visit our Canada, Europe, or Asia sites.
I recently placed an order but my credit card was charged multiple times, why?
If you just placed an order and see multiple “pending” charges, we have not charged your card all those times, don’t worry! We only charge your card when the product ships. At the time of purchase you are just authorizing us to charge that amount once your order is ready to ship. If you double click when you place your order, or have to resubmit the order as there was an error, you may cause multiple pending charges. Only the charge associated with the order # you receive once your order is placed will hit your card. The rest will be removed by your credit card’s banking facility.
Once I place an order, am I able to cancel or make any changes?
There is a very small window to be able to cancel or modify your order. If you realize that there is an issue with your order, please call us immediately to have the best chances of catching the order in time. If an order is placed during off-hours, please email email@example.com to make any necessary adjustments. We will not be able to change the value of the order. The types of changes that we would be able to make would be color, size or address changes. We cannot guarantee that we can change your order, but we will do our best to make any necessary adjustment!
How long does it take my order to ship?
Orders placed by 11:00am EST Monday – Friday usually ship the same day. Orders placed after that time will be processed the following business day. Keep in mind, if you place an order Friday after 11:00am EST it will not ship until the following Monday, unless there is a Monday holiday.
*EXPECT SHIPPING DELAYS DURING HOLIDAYS AND BUSY SALE PERIODS
We ship all orders from Massachusetts. Once your order has shipped, you will receive a confirmation e-mail. Your package should arrive in 7-10 business days (excluding weekends). Please note that Canadian orders may be held by customs without notice, causing delays.
I didn’t get my UPS package but it shows delivered. What do I do?
We recommend contacting UPS directly at 1-800-742-5877 to see if they are holding your package. You may also want to check with neighbors or the front desk of your apartment building or office to see if they accepted delivery.
If you are not at home at the time of UPS delivery, they may leave your package outside your door, at a side door, with your neighbor, or at an apartment complex office. We are not responsible for missing packages. If you prefer to pick it up at a local UPS pick-up station to avoid them leaving your package, you are able to call UPS with you tracking number and ask to pick it up there. We cannot reroute your package once it is out for delivery.
What are your return policies?
Please click here for return policies.
How do I file a warranty claim within the 90-day policy?
Please click here for details.
How do I care for my FiveFingers or Furoshikis?
To best clean and continue the love for your pair of FiveFingers or Furoshiki, we recommend hand washing or machine washing on gentle cycle in cold water with detergent, and air drying. Please note, hot water wash and dyer machines will likely result in the demise of your beloved Vibram minimal shoes.
Wearing your FiveFingers at the pool or ocean? We suggest rinsing your pair in cold, fresh water immediately afterwards.
How should my FiveFingers fit? How do I know if they are too big or too small?
FiveFingers generally should have a glove-like fit on your foot, but the best judge of size is your own comfort level. If the shoe feels too big or too small, it probably is! Each model will fit and feel differently, and each person’s feet are shaped and structured differently. As such, you may fit better in a size different from what the size chart recommends, and that’s ok.
Can a woman order from the men’s sizing and vice versa?
Sure! Keep in mind that the men’s sizing is slightly longer and wider than women’s, so a Men’s size 40 will fit and feel larger than a Women’s size 40.
What if I don’t see the model/color/size I’m looking for?
Our website shows real-time inventory, so if it’s not online we don’t have it currently. Unfortunately we don’t have the ability to place items on backorder or put in requests for items, so please check our website periodically for updates and follow us on Facebook, Instagram, Twitter and/or sign up for our newsletter to stay in the loop.
How long should my FiveFingers last?
Your FiveFingers should last as long as a traditional athletic shoe. This will vary depending on the person, model, and the use. We design our shoes with a particular activity in mind. If you use a trail running shoe for road running it will wear quicker.
Please also pay special attention our care instructions. Chlorine, salt water, and other chemicals will wear down the materials more quickly. FiveFingers and Furoshiki are both machine washable with cold water only and should always be drip dried. NO DRYER. The Signa model should also be rinsed after each use.
My FiveFingers tore/ripped/wore out, can I get them replaced or repaired?
Our 90 day warranty applies to manufacturing defects only. Wear and tear on the shoes is not considered a defect. Unfortunately, we do not have the ability to repair FiveFingers.
My sole is coming off, but I am outside of the warranty period, help!
Shoe Goo to the rescue! If a sole begins to peel away due to wear and tear you can extend the life of minimal shoes by getting a product like Shoe Goo to adhere the sole back to the fabric. You can always check with your local cobbler too.
Can you make custom pairs of shoes?
Unfortunately we cannot make custom shoes/colors/sizes etc.
How do I know if other sites are selling counterfeit FiveFingers or Furoshikis?
We have seen a great deal of counterfeit sites selling so-called “FiveFingers” and “Furoshikis”. These counterfeiters sometimes use our imagery and company contact to make their sites appear legitimate.
Some things to watch for:
- A price much lower than what we sell the item for on our site
- A color not offered on our site
- Vibram logo in a different location or the wrong color
- Product sold on eBay or some other auction site
- Shipping from another country
- Long (sometimes months!) shipping times
If you have any additional questions regarding FiveFinger, Furoshiki, or site authenticity give us a call! The easiest way to know whether or not something is counterfeit is to reach out to our Customer Service team at 978-318-0000 or email us the link at firstname.lastname@example.org.