FAQs
At JShangWalk, we aim to provide clear and transparent information about our products, orders, shipping, returns, refunds, and customer support.
JShangWalk is operated by Cixi Jingshang Footwear Co., Ltd.
If you cannot find the answer you need, please contact us at service@jshangwalk.com.
Orders
Q: How long does it take to process my order?
A: Orders are usually processed within 1-3 business days after payment is successfully completed. Orders are not processed or shipped on weekends or Chinese public holidays.
During peak seasons, promotional periods, or unexpected order volume increases, processing time may be slightly extended. If there is a significant delay with your order, we will contact you by email.
Q: Can I cancel or modify my order?
A: You may request cancellation or modification within 12 hours after placing your order if the order has not yet been processed or shipped.
Once an order has been processed or shipped, it cannot be canceled or modified. After delivery, eligible items may be returned according to our Return & Refund Policy.
Q: Why was my order canceled?
A: We may cancel an order if there is a payment issue, suspected fraud, incorrect customer information, inventory error, pricing error, shipping restriction, or another issue that prevents us from fulfilling the order.
If your paid order is canceled, we will issue a refund to your original payment method.
Shipping
Q: Where do you ship from?
A: Most orders are shipped from China.
Q: Where do you ship to?
A: We currently ship to the mainland United States only.
At this time, we do not ship to Alaska, Hawaii, Puerto Rico, U.S. territories, P.O. boxes, APO/FPO addresses, or international destinations outside the United States.
Q: What are your shipping costs?
A: Shipping costs are shown at checkout before payment is completed.
Current standard shipping rates for mainland United States orders:
Orders of $50.00 or more: Free Standard Shipping
Orders from $0.00 to $49.99: $8.00 Standard Shipping
Q: How long does delivery take?
A: Estimated delivery time:
Order processing time: 1-3 business days
Estimated shipping time after dispatch: 7-15 business days
Estimated total delivery time: 8-18 business days after the order is placed
Delivery times are estimates and are not guaranteed. Actual delivery may vary due to customs clearance, carrier delays, weather conditions, incorrect shipping information, public holidays, or high-volume periods.
Q: How can I track my order?
A: After your order is shipped, we will send a shipping confirmation email with a tracking number.
Tracking information may take 2-5 business days to become active after the package is dispatched. If your tracking information has not updated after this period, please contact us at service@jshangwalk.com.
Q: Do I need to pay customs duties or taxes?
A: Orders shipped from China to the United States may be subject to customs duties, import taxes, clearance fees, or other charges required by local authorities or carriers.
Unless these charges are clearly included at checkout, any applicable customs duties, import taxes, or related fees are the responsibility of the customer. These charges are not collected by JShangWalk and may be collected by the carrier or customs authority when applicable.
Returns and Refunds
Q: What is your return policy?
A: We accept eligible returns within 30 calendar days after the order is delivered.
To be eligible for a return, the item must be unused, unworn, unwashed, and in its original condition. Original packaging, tags, accessories, and proof of purchase must be included.
For full details, please review our Return & Refund Policy.
Q: How do I request a return?
A: Please contact us at service@jshangwalk.com before sending any return.
Please include:
Your full name
Order number
Reason for return
Photos of the item, especially if the item is damaged, defective, or incorrect
Returns must be approved by our customer support team before being shipped back. Returns sent without prior approval may be refused.
Q: Where should I send an approved return?
A: Approved returns may be sent to our U.S. returns center:
JShangWalk Returns Center
300 Delaware Avenue, Suite 210
Wilmington, DE 19801
United States
This address is used for approved returns only and is not a retail store or customer service office.
Please do not send returns without contacting us first.
Q: Who pays for return shipping?
A: If the return is due to a personal reason, such as ordering the wrong size, changing your mind, ordering the wrong item, or no longer wanting the item, the customer is responsible for return shipping costs.
If the return is due to our error, such as a wrong item shipped, damaged item, defective item, or missing item, we will review the issue and provide an appropriate solution. This may include a replacement, refund, or return shipping support when applicable and pre-approved by our customer support team.
Q: How long does it take to receive a refund?
A: After we receive and inspect your returned item, we will notify you by email whether your refund has been approved or rejected.
If your refund is approved, it will be issued to your original payment method within 5-10 business days. Your bank, credit card company, or payment provider may need additional time to process and post the refund to your account.
Q: What should I do if I receive a damaged, defective, or incorrect item?
A: Please contact us at service@jshangwalk.com within 7 calendar days after delivery.
Please include your order number and clear photos of:
The item
The damaged or defective area
The product packaging
The shipping label
After reviewing the information, we will provide a suitable solution based on the issue. This may include a replacement, refund, or return instructions.
Products and Sizing
Q: How do I choose the right size?
A: Please refer to the size information on each product page before placing your order.
We recommend measuring your feet and comparing your measurements with the size chart when available. If you are between sizes, you may choose the larger size for a more comfortable fit.
Q: Are product colors exactly the same as shown in the photos?
A: We make reasonable efforts to display product colors accurately. However, colors may appear slightly different depending on your device screen, lighting, and display settings.
Q: Are product measurements exact?
A: Product measurements may vary slightly due to manual measurement or manufacturing differences.
Customer Support
Q: How can I contact customer service?
A: You can contact us by email or phone.
Email: service@jshangwalk.com
Phone: +1 712-830-7307
Business hours: Monday-Friday, 9:00 AM-6:00 PM Eastern Time
We usually respond to customer inquiries within 1-2 business days.
Business Information
Store name: JShangWalk
Legal business name: Cixi Jingshang Footwear Co., Ltd.
Email: service@jshangwalk.com
Phone: +1 712-830-7307
Business hours: Monday-Friday, 9:00 AM-6:00 PM Eastern Time
Business location: No. 1 Kaifa Avenue, Wufeng Village, Qiaotou Town, Cixi City, Zhejiang Province, China
Shipping origin: China
U.S. returns center: 300 Delaware Avenue, Suite 210, Wilmington, DE 19801, United States