Frequently Asked Questions

  1. What methods of payment do you accept?
  2. Can I change or cancel my order?
  3. How do I write a product review?
  4. Can I buy a single shoe?
  5. How do I clean my footwear?
  6. The style I want is out of stock, when will you get more?
  7. Can you repair my Chacos?
  8. How do I un-stick my Chaco straps?
  9. How do I adjust my sandal straps?
  10. What styles do you make in wide widths?
  11. What are the differences between your sole styles?
  12. What is the difference between a Classic Z/Sandal and a Z/Cloud sandal?
  13. What are Chaco's community guidelines?
  14. Are Chaco sandals waterproof?
  15. Do Chacos give you blisters?
  16. Can you wear Chacos to the beach?
  17. Do podiatrists recommend Chacos?
  18. Are Chacos good for long distances?
  19. What are Chacos good for?
  20. Can Chaco sandals be repaired?
  21. Which Chaco sole is best?
  22. Which Chaco is best for hiking?
  23. Are hiking sandals worth it?
  24. How should hiking sandals fit?
  25. How do I choose hiking sandals?
  26. What do I wear with hiking sandals?
  27. I’m from the media, who do I contact?
  28. Can I get free sandals for sending Chaco a picture of my Chaco tan line?
  29. How do I know if I'm buying authentic Chacos?
  30. How do I print a return label?
  31. How do I return a package?
  32. When will I receive a refund?
  33. How do I return a defective item?

1. What methods of payment do you accept?

We currently accept the following methods of payment: Visa, MasterCard, American Express, Discover and PayPal.

We do not accept cash, CODs, checks, credit card gift cards (unless bank issued) or money orders.

Due to our US credit card verification service, we are unable to accept credit cards with international billing addresses.

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2. Can I change or cancel my order?

We are committed to getting your order to you as quickly as possible. Therefore, once your order is placed it generally goes immediately into the fulfillment process and may not be cancelled or changed. If you realize you've made a mistake after placing your order, please contact us immediately.

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3. How do I write a product review?

You can write a review of any style on our product pages. Click "Write a Review" on the product page to begin and you will be able to title your review, give a "star" rating and write your comments.

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4. Can I buy a single shoe?

Sorry, we cannot accommodate single shoe orders at this time. Our footwear is not only sold, but also manufactured in pairs.

If you require two different size shoes, we would recommend contacting the National Odd Shoe Exchange (oddshoe.org) where they can try to match you up with someone to exchange for the correct sizes needed.

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5. How do I clean my footwear?

Do your Chacos smell a little too "adventurous"? Here are some anti-funk methods we use to stay in good standing with our friends:

  • Wash sandals frequently. Obvious, but people forget.
  • Wear your sandals in the shower. Why not? It's fun.
  • Throw any non-leather Chaco sandals in the washing machine

Well-loved sandals can collect dirt and debris. We’ve compiled a list of tried and true recommendations for cleaning your favorite pair.

For Chaco Webbing products:

  • Wash once per season, but if you wear your Chacos everyday we suggest washing them once a month. Additionally anytime you wear them in salt water or in a chlorine pool, rinse them in fresh water afterwards. It is very important to floss following any beach or muddy environment adventures (see flossing instructions below).
  • To wash your sandals:
    • Wash your sandals with a load of laundry on gentle cycle using mild apparel/fabric detergent or baking soda with cold water.
    • Let your sandals air dry—do not put them in the dryer.
    • Do not use bleach, ammonia, hydrogen peroxide, chlorine, vinegar, alcohol, or other corrosive chemical cleaners. This can damage the straps and footbed.
    • Do not wash your sandals in a family or industrial dishwasher. High heat can damage the adhesive cementing the outsole.
  • Flossing:
    • Soak sandals overnight in 1 part water and 1 part unscented liquid fabric softener. Then pull the webbing back and forth through the channels to clear the webbing of dirt and debris. Rinse or wash sandals after flossing.
  • De-Odorizing:
    • Scrub the footbed of the your sandals with baking soda and water using a soft, bristled brush (like an old tooth brush). Rinse and let air dry.

A note on Chaco hygiene: Because Chaco products are designed with simplicity and functionality in mind, all Z sandals are equipped with a continuous webbing system that flows underneath the footbed. This allows you to adjust the sandal and obtain a perfect fit, every time. To prevent unneeded wear on your sandals, floss the webbing after each wash to remove any grit from the channels.

For Chaco Leather Products:

  • Hand wash with a damp cloth & gently blot the area that needs cleaning.
  • Air dry! Allow wet sandals to air dry. Do not place leather sandals in the dryer or near any heat source (this may cause the leather to become brittle and crack).
  • Leather conditioner is your friend. Use a high quality leather conditioner to help preserve your sandals (Note: this may darken their color).
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6. The style I want is out of stock, when will you get more?

We are very sorry that the item you need is out of stock. When you try to select the size you need, if the item is out of stock, the "add to cart" button will turn grey and above it you will see a link to "Notify me when available".

This will bring you to our sign-in page where you can sign-in or create an account. As soon as we get more inventory of the item, we will email to let you know!

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7. Can you repair my Chacos?

Yes, we are able to repair soles and straps on our 'Z' sandals along with some other minor repairs to other models. To see what we can repair and for more information on ReChaco, please visit our ReChaco page.

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8. How do I un-stick my Chacos?

Mix together in a bucket 1 part water and 1 part unscented liquid fabric softener. Let the sandals soak overnight, then pull straight up on the straps where it comes out of the sandal. Be sure not to pull the straps at an unnatural angle, this can tear the footbed. After un-sticking, rinse or wash your sandals. If you need some help unsticking the straps—we’re here for you. Send your sandals in to our ReChaco team using our repair form.

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9. How do I adjust my sandal straps?

Click here to see our tutorial on how to adjust your Z/Sandals.

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10. What styles do you make in wide widths?

If you’re looking for a wide width, we have some great options in our Z-Series sandals. Additionally, you can easily build a custom Z-sandal in wide width through MyChacos.com. Both of these have our fantastic LUVSEAT footbed. In addition, our Flip EcoTread is offered as a more casual option. Below are links to the wide widths offered on our website.

Shop Women's Wide Widths Shop Men's Wide Widths Return to Top

11. What are the differences between your outsoles and footbeds?

Outsoles:

ChacoGrip™:
Made by us, for us. Our proprietary outsole design features non-marking rubber in men’s and women’s-specific tread designs. Traction on the toe provides excellent uphill and downhill grip, while the lug design provides footing on both dry and slippery surface. It is built to perform and built to last.
EcoTread™:
Our lightweight rubber compound is made from 25% recycled rubber content. It is easy on the environment and great for your everyday adventure.
Colorado:
Light weight, low profile sole that maximizes surface area for excellent traction in slick environments. Made in the USA.
Terreno:
Our 4.5 mm of lug depth will give traction and durability on any trial. This sole is excellent for hiking trails and rocky terrain. Made in the USA.

Footbeds:

Classic:
Our classic footbed features firm PU construction that won’t compress or lose its shape with wear. Featuring the ergonomic and all-day comfort of our LUVSEAT™ design.
Cloud:
For extra cushion underfoot, our Chaco Cloud footbed features lightweight, dual-density PU that balances durability with comfort. Featuring the all-day comfort of our LUVSEAT™ design.
Z/Volv:
Classic Chaco design features a less intense arch support and is 20% lighter than our Z/Classic and Z/Cloud sandals.
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12. What is the difference between a Classic Z/Sandal and a Z/Cloud sandal?

See the breakdown comparison of the two styles below:

Z/Classic

  • Built with classic Chaco PU construction for surprisingly long durability.
  • Adjustable Z-Straps custom fit to secure feet of every shape & size.
  • Podiatrist accepted arch-support is all-day comfortable & promotes healthy alignment.
  • Sticky, non-marking outsoles offer versatile performance on land or in water.

Z/Cloud

  • 5mm of “cloud” cushion underfoot for pillow-top comfort.
  • Adjustable Z-straps custom fit to secure feet of every shape.
  • Podiatrist accepted arch-support is all-day comfortable & promotes healthy alignment.
  • Sticky, non-marking outsoles offer versatile performance on land or in water.
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13. What are Chaco's community guidelines?

At Chaco, community is one of our core values. To us, that means open communication with each other and the brand. We’re grateful for your interaction with us and we welcome your honest opinions and experiences with our brand and products.

However, with this freedom comes responsibility and we expect that you observe these common sense community guidelines. Chaco reserves the right to remove communication, content, and individuals from our channels that we believe are inappropriate for any reason. For example:

Obscene or offensive content

  • Content that is harmful, violent, controversial or abusive to others (bullying and "trolling")
  • Insulting, disparaging, embarrassing or libelous content
  • Content that is discriminatory, hateful, harassing or threatening
  • Pornographic or sexually explicit material
  • Content that infringes the trademarks, copyrights, publicity rights, privacy rights or other rights of another person or entity
  • Content that is illegal, criminal, false or fraudulent or encourages illegal activity
  • Spam or posts selling products of any kind

Complex customer service issues are best handled through our dedicated Customer Service Team.

Thank you for sharing your experiences with our community.

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14. Are Chaco sandals waterproof?

Our sandals are fit for any adventure in or around water! Our Z/Sandals feature a waterproof PU footbed and quick drying polyester straps. The Chaco Z sandal was originally invented as a rafting sandal, so water is in our DNA! While we offer many styles of sandals and flips, some of our leather products fair better on land.

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15. Do Chacos give you blisters?

Like most footwear, Chaco sandals require a break-in period. Generally, blisters forming on the bottom of the foot indicate the need for a longer break-in period. To prevent blisters, we suggest slowly breaking in new sandals over a week or two. A good rule of thumb is to start wearing new sandals 3 to 4 hours per day. For additional support and information about fit, reach out to one of our customer service team members.

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16. Can you wear Chacos to the beach?

Our sandals and Flips are a great option to wear to the beach! Anytime you wear them in salt water or in a chlorine pool, rinse them in fresh water afterwards. It’s important to floss following any beach or muddy environment adventures (see flossing instructions below).

Flossing:

  • Soak sandals overnight in 1-part water and 1-part unscented liquid fabric softener. Then pull the webbing back and forth through the channels to clear the webbing of dirt and debris. Rinse or wash sandals after flossing.
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17. Do podiatrists recommend Chacos?

Every pair of Chaco footwear is accepted by the American Podiatric Medical Association and offers ergonomic arch-support that’s healthy and aligning for your body. It all comes from our comfortable LUVSEAT Footbed, built into every pair of Chacos.

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18. Are Chacos good for long distances?

Our Z sandals are a great option for long hikes, and hours on your feet! Our Podiatrist accepted footbed works with the natural contour of your foot providing extended comfort. All Z/sandals come equipped with a sticky, durable rubber outsole ready to take on the elements for miles and miles.

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19. What are Chacos good for?

Chaco’s can be used for a variety of activities ranging from hikes on rocky terrain, to bonfire hangouts with friends! We can guarantee there’s a style fit for any adventure. If you’re looking for something more capable, check out our tried-and-true Z sandal. For something with a little more chill, look no further than the Chillos collection.

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20. Can Chaco sandals be repaired?

Many Chaco styles are repairable to different degrees. Based in our Michigan, USA factory, our repair team can resole outsoles, replace straps and buckles, adjust the length of straps, and consult on cleaning and care. Because the most sustainable products aren’t disposable – they’re repairable. Go to rechaco.com for more information on repairable styles and costs.

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21. Which Chaco sole is best?

Most of our sandals offer the Chacogrip outsole. Chacogrip is our proprietary outsole developed by our advanced concepts team to leverage the latest advances in wet traction and durability. Featuring non-marking rubber in men’s and women’s-specific tread designs, our ChacoGrip™ outsoles are capable and performance-ready for any environment.

When repairing or customizing our Z/sandals you can also select from two Vibram outsoles, the Colorado, and Terreno. The Colorado outsole offers a lightweight, low profile sole which maximizes surface area for excellent traction in slick conditions. The Terreno outsole provides optimal balance of traction and durability with 4.5mm of lug depth.

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22. Which Chaco is best for hiking?

Our Z/ series, equipped with a back strap, is a great option for hiking and long days on your feet. Select from the Z/Classic style, or the Z/Clould style, for an added layer of cushion. See the breakdown comparison of the two styles below:

Z/Classic

  • Built with classic Chaco PU construction for surprisingly long durability.
  • Adjustable Z-Straps custom fit to secure feet of every shape & size.
  • Podiatrist accepted arch-support is all-day comfortable & promotes healthy alignment.
  • Sticky, non-marking outsoles offer versatile performance on land or in water.

Z/Cloud

  • 5mm of “cloud” cushion underfoot for pillow-top comfort.
  • Adjustable Z-straps custom fit to secure feet of every shape.
  • Podiatrist accepted arch-support is all-day comfortable & promotes healthy alignment.
  • Sticky, non-marking outsoles offer versatile performance on land or in water.
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23. Are hiking sandals worth it?

Hiking sandals can offer more breathability than closed-toed hiking boots and shoes. Sandals are a great option for hiking in warmer weather and when you’re likely to encounter wet environments. Chaco Z/Sandals offer an unmatched versatility allowing you to cover various landscapes without changing your footwear. Consider toe coverage when hiking more technical terrain.

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24. How should hiking sandals fit?

Your sandals should fit snug without feeling too tight around your toes, or the top of your foot. Consider these items when assessing the fit of your sandals:

  • The arch of the sandal should align with the natural arch of your foot.
  • You should be able to run a finger under the straps after they are adjusted, including the heel strap
  • The heel cup should keep the foot snug, but not rub or push on the side of your heel.

Z/sandal sizing is stamped into the footbed sidewall at the heel and read as follows:

  • Width is indicated by a dot for medium (standard) width or a dash for wide width
  • Gender is indicated by M for men’s or W for women’s
  • Size is indicated as a whole number
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25. How do I choose hiking sandals?

Chaco offers a few different Z/sandal styles. For those who don’t prefer a strap around their big toe, we recommend the Z/1 style. For added toe and forefoot security, try the Z/2 or ZX/2 styles. For new Chaco customers, we recommend trying on a few different styles to see what feels best for you. All of our Z/sandals are equipped with a premium Chacogrip sticky rubber outsole to tackle any terrain.

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26. What do I wear with hiking sandals?

Chaco offers a few different Z/sandal styles. For those who don’t prefer a strap around their big toe, we recommend the Z/1 style. For added toe and forefoot security, try the Z/2 or ZX/2 styles. For new Chaco customers, we recommend trying on a few different styles to see what feels best for you. All of our Z/sandals are equipped with a premium Chacogrip sticky rubber outsole to tackle any terrain.

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27. I’m from the media, who do I contact?

For media inquiries, please contact our team at ChacoPR@backbonemedia.net

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28. Can I get free sandals for sending Chaco a picture of my Chaco tan line?

This is just a myth, but enter our monthly giveaway for a chance to win Chaco gear!

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29. How do I know if I'm buying authentic Chacos?

To avoid buying counterfeit Chaco products, please buy directly from Chacos.com or our approved retailers. You can search for our approved retailers here.

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30. How do I print a return label?

Go to our Returns Page, and fill in your Order Number, last name or email address, and your zip code and click "submit".

You will be taken to a new page with your order details. Scroll down to where it shows the product you want to return. Where it says "I would like to", click the tab to change it to say "Return this item". A new tab will then appear for you to choose why you would like to return your item.

Once you have chosen your reason, click the button below that says "Submit Return/Exchange". Please note, you may need to wait up to 45 seconds for it to process.

You will then be taken to a new page where you can download your return form. Download the form, and you can then print it using a printer at home, or at a local printing services establishment. Please include the summary sheet in the return package and adhere the shipping label to the outside package. BOTH documents must be included in the return to be processed.

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31. How do I return a package?

Please visit our Returns Page.

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32. When will I receive a refund?

Returns will be refunded to the original card used to purchase the item(s). Please note: A return shipping charge of $5.00 will be deducted from your refund. Please allow two weeks for your return to be processed. You will receive an email to confirm a successful return. A credit should appear on your credit card, or original method of payment, within two billing cycles.

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33. How do I return a defective item?

We are sorry you are experiencing an issue with your product! To help expedite your concern, please see the general guidelines below to help determine if your product will be considered defective by our review team.

Definition of a defective product:

  • A Defective Product is an imperfection in a product that has a manufacturing or design defect

Examples of what is not considered defective:

  • Worn stitching, worn soles or frayed webbing due to normal wear
  • Damage that is a result from misuse, normal wear and tear or damage occurred during storage
  • Broken or damaged laces, lace retention devices and worn soles
  • Product acquired from aftermarket sources such as online auction sites, liquidators, consignment shops, private sellers and salesman samples
  • Improper fit. Fit is the responsibility of the owner and should be assured within return window
  • Comfort issues

If you feel your product is defective as a result of a manufacturing or design defect, please call us (888) 211-1908.

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Contact us

Chat

Weekdays: 8am to 9pm (EST)
Weekends: 9am to 6pm (EST)

Phone

888-211-1908
Monday-Friday 8am-9pm ET
Saturday-Sunday 9am-6pm ET

Location

Chacos.com Customer Service
1400 Industries Road
Richmond, IN 47374