FREQUENTLY ASKED QUESTIONS
- ORDER MODIFICATION
- SHIPPING AND HANDLING
- RETURN INFORMATION
- CATALOG REQUESTS
- EMAIL OPTIONS
- STORE LOCATIONS
- INTERNATIONAL LOCATIONS
- COMFORT FEATURES
- HARD-TO-FIND SIZES
- SHOE CREAMS
- EMPTY CART MESSAGE
- USE OF COOKIES
- AFFILIATE PROGRAM
- SALES TAX INFORMATION
- PRICE ADJUSTMENTS
- CUSTOMER SERVICE
ORDER MODIFICATION
We are unable to modify or cancel your order once your order has been placed.
SHIPPING INFORMATION
| MERCHANDISE TOTAL | GROUND SHIPPING | UPS 2 DAY AIR | UPS NEXT DAY AIR |
| Under $100 | $4.95 | $12.95 | $19.95 |
| $100 and over | FREE | $12.95 | $19.95 |
- Your shipping charge is calculated based on your merchandise total prior to tax and shipping.
- Please note that your order may be shipped in multiple packages at no additional charge to you. Your e-mail confirmation will indicate if items are shipping separately.
- Our normal shipping method is via UPS ground. UPS will not deliver to P.O. Boxes. Please enter a street address.
Standard Ground Shipping will be delivered in 4 to 7 business days. Deliveries are not made on weekends or holidays.
EXPRESS ORDERS - UPS 2 Day or Next Day Air
To receive an express order, it must be placed prior to 1:00 PM CST Monday through Thursday. Orders placed after 1:00 PM CST will not be processed until the next business day. Orders placed before 1:00 PM CST on Friday will be delivered on Monday or Tuesday depending on delivery method. Orders received after 1:00 PM CST on Friday, as well as orders placed over the weekend, will not be processed until Monday. Please note that this assumes all supplied information is correct and the product(s) is available in inventory. We do not make any Saturday deliveries. If you have any questions, please call us between 7am and 8pm CST Monday-Friday, 8am and 8pm CST Saturday,or between 1pm and 4pm CST Sunday at 1-866-536-0773.
FREE RETURNS & EXCHANGES
Every Johnston & Murphy product is backed by our 165-year tradition of excellence. We want you to feel comfortable trying our product so we do not charge for return shipping. If you are unhappy with your purchase, simply complete the return/exchange form enclosed with your order and ship it back to us using the prepaid label in the package you received or visit one of our Johnston & Murphy retail stores.
Need to print a prepaid return label? START HERE.
We will gladly exchange or refund any unworn merchandise or any merchandise with a manufacturing defect within 90 days of the sale date. Returns must be accompanied by a receipt. Refunds will be made based on the original method of payment. A refund check may be issued for cash payments. Refunds will include the price of the product and any taxes charged. Initial shipping costs will not be reimbursed.
If you do not have a packing slip, feel free to download this Return Form.
Returns should be mailed to:
Johnston & Murphy Return Goods Department
900 Maple Avenue
Burlington, ON L7S 2J8
Shipments from Alaska and Hawaii must go FedEx 2nd Day Air. Please call us at 1-866-536-0773 and we will assist you with your return.
Returns will be processed within 3-5 business days of receipt of package.
CATALOG REQUESTS
How do I receive a catalog?
We will be happy to promptly mail you (or a friend) a Johnston & Murphy catalog. Please use the link below to request a catalog. You should receive your catalog in 7 - 10 days.
EMAIL OPTIONS
How do I sign-up or unsubscribe to emails?
We send e-mails between 2-4 times a week to notify customers of new products, upcoming events and promotions. If you would like to receive e-mails from Johnston & Murphy, please click the link below. If you would like to be removed from our e-mail list, please email us at JohnstonMurphy@JohnstonMurphy.com.
STORE LOCATIONS
Where is the closest store that carries Johnston & Murphy?
Johnston & Murphy has over 170 signature stores and factory outlets and is carried in over 3,000 department and specialty stores throughout the U.S.
INTERNATIONAL LOCATIONS
Johnston & Murphy is available in locations throughout the world. Please contact our local partner listed below to find the location or distributor nearest you. If you are interested in International distribution, please contact Jason Dasal (jdasal@genesco.com) .
CARIBBEAN (PUERTO RICO, U.S. VIRGIN ISLANDS, BERMUDA, BAHAMAS, CAYMAN ISLANDS, DOMINICAN REPUBLIC, HAITI, BARBADOS)
Reps & Company - José M. Sarró
# 73 Placid Court St. Suite 2-B
San Juan, Puerto Rico 00907
Phone/Fax - 787-725-2929
Email - sarroj@aol.com
MEXICO
Johnston & Murphy
Plaza Carso Local A6
Miguel de Cervantes Saavedra 303
Mexico, D.F. 11529
Phone - (55) 91-30-33-56
Hours - 11:00 AM a 21:00 PM
Email - carsojm@pavel.com.mx
PANAMA
Johnston & Murphy
Multiplaza Pacific Mall, Store J&M, Floor #1
Punta Pacifica, Panama City, Panama
Phone - (507) 235-4744
Email - johnston&murphy@sisa.com
SOUTH AFRICA
Dick Whittington Shoes - Guru Pillai
31 Old Main Road, Plessislaer
P.O. Box 105
Pietermaritzburg 3200
Republic of South Africa
Phone - 2733 398 1124
Email - guru@dickwhittington.co.za
COMFORT FEATURES
What type of comfort systems are available in Johnston & Murphy footwear?
We manufacture our footwear with four comfort systems exclusive to Johnston & Murphy: The Trampoline® Cushion System, The Signature® Comfort System, The Optima® Cushion System, and The XC4® Comfort System.
HARD-TO-FIND SIZES
How can I locate the shoes in my size?
To see a selection of shoes available in your size, use the filters to the left of each shoe category. Simply select your size and width. All styles that are available in your size and width will be displayed.
SHOE CREAMS
Which Johnston & Murphy shoe cream do I use to polish my shoes?
The following is a guide for matching our shoe creams and leather colors.
Leather - Shoe Cream Color
- Antique Saddle Tan - Medium Brown or Tuscan Brown
- Dark Mahogany - Dark Brown
- Dark Brown - Dark Brown
- Antique Chestnut - Medium Brown or Tuscan Brown
- Antique Mahogany - Dark Brown or Tuscan Brown
- Brown - Medium Brown
- Walnut - Dark Brown
- Tan - Light Brown
- Dark Mahogany - Dark Brown
- Teakwood - Medium Brown or Tuscan Brown
- English Tan - Tuscan Brown
- Hawthorne - Tuscan Brown
- Burnished Saddle Tan - Light Brown
- Mahogany - Dark Brown
- Whiskey - Light Brown
EMPTY CART MESSAGE
Why do I get a message that my cart is empty after placing an item in the cart?
This typically is the result of your browser having "cookies" turned off or your security settings set to "high". Please check these settings. For instance, in Internet Explorer you can do the following:
Select Tools from the menu bar, then Internet Options. Click on the Security tab. Make sure the setting is set no higher than the "medium" level. Use the same steps on the Privacy tab.
If the problem continues, please call 1.866.536.0773 between 7am and 8pm CST Monday-Friday, 8am and 8pm CST Saturday,or between 1pm and 4pm CST Sunday to speak to one of our Customer Service Representatives.
USE OF COOKIES
Does the Johnston & Murphy website use Cookies?
If you are placing an item in your cart and receive a message that your cart is empty, check your browser's security settings. This problem will occur if your browser's security settings are set to "High". Change the setting in your browser to "Medium" if this problem occurs. If the problem persists, contact Customer Service at 1.866.536.0773.
What is a cookie? A cookie is a piece of information that is sent to your computer's hard drive to help our site recognize you when you return to our site. Cookies are used as a standard practice by many sites. An example of how we use this function could be if you started to place items in your shopping cart, but then for some reason had to leave our site or shut off your computer. When you return to our site, the cookie would enable our site to recognize that you have returned and all the items you placed in your cart during an earlier session would still be in your shopping cart.
We also use cookies to determine the number of people that come to our site. It is important for us to understand the number of new customers using our site. When your computer accepts the cookie, we are able to record that session as a new visitor to our site. As important as cookies are to our site, we understand that this might make you uncomfortable. If you would prefer to not accept cookies from ours or any other site, you can modify the setting on your specific web browser to not accept them. Please refer to your browser's online help feature or the user's manual for instructions on how to do this.
AFFILIATE PROGRAM
Does Johnston & Murphy have an affiliate program?
For information about our affiliate program, visit our affiliate site.
SALES TAX INFORMATION
How is the sales tax calculated?
Sales tax applies to the province where the merchandise is being shipped. Since Johnston & Murphy® is registered to conduct business throughout the United States, sales tax must be added to your order at your local sales tax rate.
PRICE ADJUSTMENTS
What if my item goes on sale after I place my order?
We will honor the sale price if the item goes on sale within 14 days of your order being placed. If you qualify for a price adjustment, please contact our customer service at (866) 536-0773 between 7am and 8pm CST Monday-Friday, 8am and 8pm CST Saturday,or between 1pm and 4pm CST Sunday.
CUSTOMER SERVICE HOURS
What are the hours for customer service?
US & Canada Customers: (866) 536-0773 between 7am and 8pm CST Monday-Friday, 8am and 8pm CST Saturday,or between 1pm and 4pm CST Sunday.