FAQs

Can I make change to my order?
You can make changes to your order by reaching out to our Customer Service Team. The following changes can be made to your order:

Order Cancellation – Request to have your entire order canceled
Item Cancellation – Request to have an item removed from your order
Shipping Address Change – Request to have your shipping address edited

Please be advised that once your order is packed and ready to ship, we are unable to make changes to your order. We can, however, offer to help you make a return or an exchange.

Important Note: You can also cancel your own order through your FitMySole Account.

Why is my order on hold?
If you have received an email stating that your order is on hold, don’t panic! Our fraud protection system has placed a hold on your order to prevent any unwanted purchases from taking place without your knowledge.

In rare cases, our system may determine there is a risk that the credit card is being used fraudulently. If so, your order may be canceled, and an email notification will be sent to you.

If your order is determined valid, it will be released from hold, and an email notification will be sent to you regarding the order status, which will be changed from On Hold to Processing.

To prevent your orders from being placed on hold, we advise that you provide the correct billing address that matches the one on your credit card that is being used for purchase.

Why was my order canceled?
Your FitMySole order may be canceled for the following two reasons: Invalid Credit Authorization or Out of Stock Item(s).

If your order is canceled due to invalid credit authorization, it means that we are unable to complete your order due to a processing failure with your payment information. Your order will be cancelled and your funds will be released. You may wish to verify your payment information and place your order again. You can enter your credit card information directly through their secure site.

When your order is canceled due to either reason, you will receive an email notification informing you of the cancellation.

If your credit transaction has been voided, please allow 1-3 business days for your financial institution to reverse the transaction. If you are issued a refund, please allow 5-7 business days for the refund to be processed back into your account.

Why did i received a refund for my order?
If you noticed that you received a refund (PayPal transaction) or your payment authorization (Credit Card transaction) fell off, it is because your order was canceled due to suspected fraud or the item(s) you wished to purchase is out of stock. In this case, we always send out an email notification notifying you of your order status. If you did not receive an order update email from us, please contact our Customer Service Team
What payment methods do you accept?
We accept the following form of payments:

All Visa and MasterCard credit cards
Western Union

We currently cannot accept paypal for payment on FitMySole.

We currently cannot offer the option of using gift cards on FitMySole.com. Gift cards can only be used at any of our FitMySole retail stores.

Why was I charged multiple times?
When placing an order, a temporary authorization hold will be placed on your card for the total purchase of your order. The purpose of a pre-authorization is to verify your card is valid and your account balance is sufficient. Please be assured, this is not an actual charge. The hold will be removed determined by your banking institution within 3-5 business days. Once your order ships, the full amount of your order will be charged to your credit card.

To ensure that you are not charged multiple times for your order, please enter your billing address and phone number exactly as it appears on your credit card statement. Failure to enter the correct billing address and phone number on file with your bank may result in multiple charges and delays to your order.

In the event that your order contains multiple items that are shipped separately, the funds for each shipped item will be captured separately. Any funds that are on hold will release automatically from your account within 72 hours.