Frequently Asked Questions

1. Is my personal information secure?
Vibramcanada believes in providing a safe and secure shopping experience for all clients with stringent and effective security measures on our site. It is our policy to not sell or otherwise exchange private information, such as your name, credit card number, or address to any third parties. We use VeriSign SSL to process your credit card information.

2. Can I pay by phone?
Sorry, we currently do not accept payments over the phone. Please visit our website to collect your favorite items and complete the online payment. If you are experiencing difficulty placing your order online, call our Customer Service team.

3. Do you ship to another country?
Yes, we offer international delivery.

4. Do I have to pay sales tax, if I order outside Canada?
No, there is no sales tax on our site.

5. Can I ship a package to another address?
Yes, you can. Your ship-to address can be different from your billing address. But Your billing address must match your credit card given.
Please Email us the New address in such style :
name, no. of the house
street .city name
postal code and country and phone number

6. 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.

7. 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.

8. 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.

9. 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.

10. Can you make custom pairs of shoes?
Unfortunately we cannot make custom shoes/colors/sizes etc.

11. Why do not I receive emails from you?
Please check that our mail has not ended up in your spam. If not, you may have entered the wrong mail address at the time of purchase. Contact customer support to provide your
customer information and help them find out what might have been wrong.

12. Can I change my order after my credit card was charged?
Please note that once an order has been made and processed, it is difficult to do the editing and deletion. If you want to change the order, click on the contact button. We will do our best to meet your situation. But once the order has been shipped, the order can not be changed or canceled.

13. Can I cancel my order?
Cancellations must be requested before the item has been shipped. We usually process your order within 24 hours and shipped the item within 24-48 hours. After the item has been shipped, the order can not be canceled.

14. Will I be emailed my tracking number once my order ships out?
Yes, you are emailed your tracking number once the order has been approved to ship, assigned a tracking number and handed over to the warehouse for shipment. Please note: Although your order has been marked shipped and you receive this email confirmation, please allow up to 12-24 hours for tracking information to be available.

15. My package was damaged when I received it, what do I do?
If your order arrives damaged or you detect an error with the order then you must contact us before returning the package, return may not be made until agreement with vibram-canada.com has been made.

16. I received the wrong item
Please Email our customer service department and send us the photos to show the problem. If the correct item is in stock, we will ship it to you immediately. Your will pay for the return postage. However, you will be refunded the return postage immediately once our merchandise has been returned.

17. How can I return a product purchased from the site?
We design our products to bring quality and performance to the active life of our customers. We feel the same way about customer service. If you need to return or exchange an item, let's make it happen.
The return policy for products purchased on sale varies depending on the conditions of the campaigns in which they were purchased. Special circumstances may require partnership with corporate business partners. For more information, please contact our customer service.

18. How and when do I get my money refunded?
The refund will usually be made within two weeks of receiving your return and will be done automatically depending on how you paid the origin order. In exceptional circumstances, it may take longer with the refund, but no longer than 30 days.
The money is credited to the card used when ordering. When you look for in your bank statement if your money has been credited to your bank account or not, you should go back and look already from the date the order was placed, as it often appears that the money is returned in connection with the order date.

If you have any additional questions regarding FiveFinger, Furoshiki, or site authenticity give us an email!