Frequently Asked Questions

Click on a category below for a full listing of FAQs:

About The Right Shoe

Products

Getting the right fit with Fit FAQs

Orders and Shipping

Returns and Exchanges

About The Right Shoe

What type of service do you offer that differs from other shoe stores?

We are a fit and service orientated shoe store that offers a curated collection of running shoes, casual shoes, dress shoes and sandals. Our staff are highly trained with biomechanics physiology and anatomy as either as Kinesiology graduates or students. The RIGHT Shoe staff continues to keep up to date with the current technologies through product knowledge sessions conducted by the various shoe companies. Many of our staff participate in 10k's, half and full marathons and triathlons, locally and internationally.

Where is the Left Shoe?

Ha! We get this question often. Actually, only the left shoe is on display in the store to ensure we grab you the right shoe.

Where are you located?

1601 West 4th Avenue Vancouver - at the northwest corner of 4th Avenue and Fir Street near the entrance to Granville Island. Fir Street is one block west of Granville Street and two blocks east of Burrard Street.

Is there parking close by?

We have parking behind the building (enter off the alley). There is also ample street parking on Fir Street, 4th Avenue and 3rd Avenue.

How long have you been in existence?

We opened our doors May 1991.

What type of qualification or experience does your staff have?

Our staff are highly trained with biomechanics physiology and anatomy as either as Kinesiology graduates or students. The Right Shoe staff continues to be updated with the current technologies through shoe product knowledge sessions conducted by the various shoe companies. Many of our staff also participate in 10k's, half / full marathons and triathlons, locally and internationally.

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Products

What kind of products do you carry?

We carry a curated collection of running shoes, casual shoes, dress shoes and sandals in variety of widths and sizes, plus a large selection of over-the-counter arch supports/insoles, socks and other accessories.

Do you carry shoes in different widths?

Yes. Some models are available in width sizing. We offer mens in wide and extra wide, some women's in narrow, medium and wide. There is typically more extensive width offerings in the athletic shoe category, however we do offer some causal shoes in width sizing as well.

Do you have shoes/sandals that can accommodate orthotics?

Yes, the majority of our shoes have removable insoles which allow them to accommodate orthotics. Typically the athletic shoes will fit most orthotics, as you move to dress casual to dressier shoes it becomes more difficult to fit orthotics in. However, we try to carry dress casual that will accommodate. We offer a wide selection of sandals to accommodate as well.

What is the deal with minimal or barefoot running shoes? Advantages/disadvantages?

Barefoot or minimal shoes are designed with a lower heel to toe drop (less height in the heel) to promote a more mid foot/forefoot running pattern. Some believe this encourages a more natural and efficient running stride. Be cautious when adopting to this style of running/shoe because it engages a lot of different muscle groups and could lead to potential injury.

What are rocker soled shoes?

Shoes with rocker soles are very stiff in the front of the shoe and often rounded creating a rocking effect. This rocking effect helps elevate pain due to condition affecting the forefoot or the ball of the foot.

What is a straight last shoe?

Straight refers to the shapes of the shoe. A straight last is symmetrical relative to a line drawn on the bottom of the shoe from the middle of the heel to the middle of the toe.

I'm looking for something more supportive in my shoes, do you carry arch supports, insoles or over-the-counter orthotics?

Yes, we carry a wide variety of over the counter arch supports - Superfeet, Sole, Spenco and Birkenstock.

What type of shoes work with orthotics?

Shoes with removable footbeds, deeper heels, ideally with laces or an ankle strap.

What is the difference between waterproof and Goretex?

Waterproofing shoes can be achieved in several ways. One way is to treat the leather and seam seal the seems, another option is to use a Goretex membrane which is a membrane laminated between the outer and inner layers of the shoe. This premium membrane is permeable to air particles but not water molecules, thus creating a breathable yet waterproof material. There are a variety of other waterproof breathable membranes on the market that are made by other companies other than Goretex.

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Getting the right fit with Fit FAQs

How often should I replace my running shoes? How long does a typical running shoe last?

Most running shoes last 400-600 miles. Most of the wear is influenced by your running style, your biomechanics, the terrain you run on and frequency of wear. Marathon runners will be replacing their shoes every four months, whereas most people should be replacing yearly.

How much space should I have when fitting my shoes? How tight should my shoes fit?

Typically you want half to a full thumbs width from the end of your longest toe to the front part of the shoe. This should be tested when weight baring i.e. standing.

Should there be slipping in the heel?

Ideally you want to decide on a shoe that has the least amount of slippage but some heel slippage can be common when the shoe is new. Once the shoe flexes and molds to the foot, heel slippage is generally eliminated.

What can I do if I have a wider forefoot and a narrow heel?

Solutions may be shoes that come in widths or different lacing techniques to lock down the heel. Some brands of shoes naturally fit this way.

My podiatrist told me to look for a rigid shoe with rocker sole and stiff heel counter. What does this mean?

Rigid shoes with a rocker soles are very stiff in the front of the shoe and often even rounded creating a rocking effect. This rocking effect helps elevate pain due to condition affecting the forefoot or the ball of the foot. A stiff heel counter is a rigid cup that encapsulates the heel or the back the back part of the shoe.

What type of shoes should I look for if I have Plantar Fasciitis?

Supportive footwear, with a more prominent arch support.

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Orders and Shipping

How do I know you have received my order?

Once we have received your order, you will receive an email confirming your order. Once the order has been shipped you will receive another email confirming that the item(s) have been shipped. Or, if you have selected "pick up in store", you will receive an email letting you know the order is ready. 

**Please note that all in-store pick-up will require presentation of all of the following:

  1.  Credit card used to make the purchase with
  2.  Government issued ID with the credit card billing address
      note: " only the purchaser" may pick up in store
  3.  Confirmation email showing proof of purchase 

What payment do you accept?

MasterCard
Visa
American Express

The shoes I want aren't available in my size. What now?

The stock on our website is an accurate reflection of the stock we have in our store. Please email or call us if you'd like to know if, or when, we will restock a particular brand, style or size. We’re happy to help. See our Contact Us page.

How do I unsubscribe from your mailing list?

At the bottom of every newsletter we send is an 'Unsubscribe" link. Simply click "Unsubscribe" and it's as easy as that. We'll be sorry to see you go! However, you can always re-subscribe at any time to stay up to date on our newest brands, sales and promotions.

I've seen the same product on another website for a lower price. Do you price match?

We do keep an eye on our competitors’ prices and are in constant communication with our suppliers.

Can I cancel my order?

Please contact us at 604-737-6014 for cancellation as soon as possible to cancel the order, prior to shipping. We make every effort to pack and ship out our orders within two business days of order placement. If the order has been dispatched, we will provide return/refund information.

How long will it take to receive my shoes?

Shipping times vary, but you can generally expect to receive your order within 5-7 business days on average if you chose the standard shipping method. If you would like to expedite your order and to receive within 2-3 days, check the expedite option off at check out. You will be charged $15 for expedited orders. See Shipping Information page.

Do you ship to the US?

Yes. We currently ship only within Canada and US.  For order from the US, shipping will cost $20.

How do I change the delivery address after I have ordered or other details?

Due to our quick turnaround process, it is important you contact us within three hours to correct your delivery address. We will do our best to help ensure that your shoes reach their correct final destination.

Will I have to be home when my order arrives?

You have the choice to have your new shoes delivered to your home, work or anywhere else you'd like! all orders require signature for the delivery. If you are not available during the delivery, Canada Post will leave a collection note with instructions on where you can pick up your new shoes at the nearest depot. The depot will then keep your package on site for seven days. 

How do I pick-up In-store?

In store pick-up can only be made by the purchaser.  

Please note that all in-store pick-up will require presentation of all of the following:

  1.  Credit card used to make the purchase with
  2.  Government issued ID with the credit card billing address 
      note: " only the purchaser" may pick up in store
  3.  Confirmation email showing proof of purchase 

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Returns and Exchanges

I want to return my shoes. What do I do?

Returning your shoes is simple! Call us and we will happily assist. Call us at 604-737-6014. For more information, please refer to our Returns and Exchanges page policy.

Am I able to return my shoes if I no longer have the shoe box?

We do require all shoes to be returned in their original, undamaged packing in order to be eligible for a refund or exchange. Please visit our Returns and Exchange page for further details.

Can I return my shoes if I've worn them outside?

Shoes must be returned unmarked, without signs of wear and/or tear.

Are all items eligible for a return or exchange?

Sale items are a "Final Sale" and are not eligible for a refund or exchange, as they have been heavily reduced in price.

What happens if the shoes I've returned don't meet the Return requirements?

If your shoes do not pass our requirements following inspection by our Returns Team, we will advise you that your refund has been declined and will ship the product back to you. Due to the additional costs incurred, we will charge you a $5.00 shipping fee.

How long does it take to receive my refund?

Refunds can take up to 10 business days to process after we have received the returned product. In most cases however it usually takes two days once the shoes are received and inspected and then another two days to process the refund with your chosen method. Credit card reversals may take up to a week to show on your statement. Check with your credit card company if you require further information. See our Returns & Exchanges page.

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