Frequently Asked Questions
Orders & Payment
What payment methods do you accept?
We accept all major credit and debit cards including Visa, Mastercard, and American Express, as well as PayPal and Apple Pay. All payments are processed securely through Shopify Payments.
Can I change or cancel my order after placing it?
Contact us at info@pedivia.com as soon as possible. If your order has not yet been processed we will do our best to make changes. Once an order has been processed and dispatched we are unable to make changes or cancellations.
Will I receive an order confirmation?
Yes. You will receive an order confirmation email immediately after placing your order. Once your order ships you will receive a second email with your tracking number.
Shipping
Do you offer free shipping?
Yes. We offer free shipping on all US orders with no minimum order value required.
How long does processing take?
Orders are processed within 1–3 business days Monday through Friday.
How long does delivery take?
Standard delivery takes 5–10 business days after your order has been processed. Total estimated time from order to delivery is 6–13 business days.
Which carriers do you use?
We ship via USPS, UPS, and FedEx depending on your location and order size.
Will I receive tracking information?
Yes. Once your order ships you will receive an email with your tracking number. Allow 24–48 hours for tracking information to update after receiving your shipping confirmation.
Do you ship outside the United States?
Currently we only ship within the United States.
What if my order is delayed?
We are not responsible for delays caused by the carrier, weather events, or circumstances outside our control. If your order is significantly delayed please contact us at info@pedivia.com and we will do everything we can to help.
I entered the wrong shipping address. What do I do?
Contact us at info@pedivia.com within 12 hours of placing your order. After that we cannot guarantee the address can be changed before shipment. Please double check your shipping address carefully at checkout.
Returns & Refunds
What is your return policy?
If you are not happy with your purchase you may contact us within 30 days of receiving your order to be eligible for a full refund. Any product you return must be in the same condition you received it and in the original packaging with all included components intact.
How do I start a return?
Email info@pedivia.com within 30 days of delivery with your order number, the item you wish to return, and your reason for returning. We will respond within 12 hours on business days with return instructions.
Who pays for return shipping?
Return shipping costs are the responsibility of the customer unless the item received is defective, damaged, or incorrect. In those cases we will cover return shipping in full.
How long does a refund take?
Once your returned item is received and inspected your refund will be processed within 7 business days to your original payment method. You will receive a confirmation email once your refund has been issued.
My order arrived damaged or incorrect. What do I do?
Contact us at info@pedivia.com within 30 days of delivery with a photo of the item. We will issue a replacement or full refund and cover all return shipping costs in full.
Can I exchange an item?
We do not offer direct exchanges. If you wish to receive a different item please submit a return request for the original product and place a new order separately.
What items cannot be returned?
Gift cards and items marked as final sale at the time of purchase are not eligible for return. Sale and discounted items are considered final sale and cannot be returned or refunded.
How long do I have to return an item once I initiate a return?
Once a return is initiated your items must arrive at our warehouse within 14 days. If your items do not arrive within that timeframe we reserve the right to refuse the return.
Products & Sizing
How do I find the right size?
Each product page includes a size chart. Depending on the product this will show either EU sizing or US sizing alongside heel to toe measurements in inches. We recommend measuring your foot length and comparing it to the size chart on the specific product page before ordering to ensure the best fit.
Are your shoes true to size?
Some of our products are sized in EU sizing and some in US sizing. Please refer to the size chart on each individual product page and use your foot measurement in inches for the most accurate size selection.
Are the shoes suitable for people with foot conditions like plantar fasciitis?
Many of our orthopedic styles are designed to provide targeted support for common foot conditions including plantar fasciitis, heel spurs, and arch pain. Check individual product descriptions for specific features and benefits.
Are the insoles removable for custom orthotics?
Some of our styles feature removable insoles that are compatible with custom orthotics. This is noted in the product description where applicable.
Account & Privacy
Do I need an account to place an order?
No. You can check out as a guest without creating an account.
How is my personal information used?
We use your information only to process orders, provide customer support, and improve your shopping experience. We never sell your personal data to third parties. For full details see our Privacy Policy.
Contact Us
How do I get in touch?
Email us at info@pedivia.com. Our customer support team responds within 12 hours on business days, Monday through Friday 9am to 5pm EST. You can also reach us by phone at +1 (615) 766-7092 during business hours.