Welcome to CAFilaShop’s FAQ section! We’ve compiled answers to the most common questions about our products, shipping, payments, and more. If you don’t find what you’re looking for, our Toronto-based team is always happy to help at [email protected].

About Our Store

Who is CAFilaShop’s target customer?
Our store caters to fashion-conscious individuals and families looking for quality FILA footwear. With categories like Boys, Girls, Kids’, Men’s, and Women’s footwear, we serve customers of all ages. Our product range from casual shoes to running/walking footwear and sandals appeals to both style-focused shoppers and those seeking comfortable, everyday wear.
What is CAFilaShop’s store style?
We maintain a clean, modern, and customer-friendly approach that reflects FILA’s iconic sporty-chic aesthetic. Our website organization with clear category divisions (like Oversized, Casual, Running/Walking) makes browsing easy, while our emphasis on fast, reliable service aligns with our customers’ expectations for convenience and quality.
What are the key features of FILA products you carry?
Our FILA footwear collection features: trend-driven designs, comfortable fits across all sizes (including oversized options), durable construction, and versatile styles suitable for various activities from casual wear to running/walking. We carefully curate our selection to offer the best of FILA’s iconic styles.

Product Questions

How do I know which size to order?
FILA shoes generally follow standard sizing. We recommend checking our size chart (available on each product page) and comparing it to your usual shoe size. For Oversized items, you might consider sizing down unless you prefer a roomier fit.
Are your products authentic FILA merchandise?
Absolutely! We are an authorized FILA retailer, and all our products are 100% authentic, shipped directly from our Toronto headquarters. Every pair comes with original packaging and tags.
Do you carry the latest FILA collections?
Yes, we regularly update our inventory to include the newest FILA releases across all categories (Casual, Running/Walking, Sandals/Slippers, etc.). Subscribe to our newsletter to be notified about new arrivals.

Shipping & Delivery

What shipping options do you offer?
We offer two convenient shipping methods:
1. Standard Shipping: $12.95 CAD via DHL or FedEx (10-15 business days after dispatch)
2. Free Shipping: On orders over $50 CAD via EMS (15-25 business days after dispatch)
All orders are processed in 1-2 business days before shipping.
Do you ship internationally?
Yes! We ship globally from our Toronto location, excluding some remote areas in Asia and other locations. During checkout, simply enter your address to confirm we can deliver to your location.
How can I track my order?
Once your order ships, you’ll receive a confirmation email with tracking information. You can use this to follow your package’s journey from our warehouse to your doorstep. Tracking availability depends on your chosen shipping method.
What if my package is delayed?
While we strive for timely delivery, occasional delays can happen with international shipping. If your package exceeds the estimated delivery window, please contact us at [email protected] with your order number, and we’ll investigate.

Returns & Exchanges

What is your return policy?
We accept returns within 15 days of receipt. Items must be unworn, in original condition with all tags attached, and in the original packaging. To initiate a return, email us at [email protected] with your order details.
Who pays for return shipping?
Customers are responsible for return shipping costs, unless the return is due to our error (wrong item shipped or defective product). We recommend using a trackable shipping method for returns.
How long do refunds take?
Once we receive and inspect your return, we’ll process your refund within 5 business days. Refunds will be issued to your original payment method and may take additional time to appear in your account, depending on your bank or credit card company.
Do you offer exchanges?
Currently, we process returns rather than direct exchanges. If you need a different size or color, please return the original item (following our return policy) and place a new order for the desired item.

Payments & Security

What payment methods do you accept?
We accept all major credit cards (Visa, MasterCard, JCB) and PayPal for secure, convenient checkout. All payments are processed through encrypted channels for your security.
Is my payment information secure?
Absolutely. We use industry-standard SSL encryption to protect all transactions. We never store your full payment details on our servers. For added security, you can choose to pay through PayPal.
Why was my payment declined?
Payment declines usually occur due to: insufficient funds, incorrect card details entered, or your bank’s security measures. Try again, ensure all details are correct, or contact your bank if the issue persists. You can also try using PayPal as an alternative payment method.

Account & Technical Issues

Do I need an account to place an order?
No, you can check out as a guest. However, creating an account lets you track orders more easily, save your information for faster checkout, and receive exclusive offers.
I forgot my password. How can I reset it?
Click “Forgot Password” on the login page, and we’ll email you a link to reset your password. If you don’t receive the email, check your spam folder or contact us for assistance.
How do I update my account information?
Log in to your account and navigate to “Account Settings” where you can update your personal details, shipping addresses, and communication preferences.

Contact Information

Still have questions? Our Toronto-based customer service team is happy to help!

Email: [email protected]
Physical Address: 4985 Islington Ave, Toronto, CA M8V 3B6

We typically respond to inquiries within 24 hours during business days.