Welcome to Pagnian Americas


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Shipping info:

Please note when UPS or Purolator is mentioned we are referring to the shipping company in question which might be different.

Pagnian ships to United States orders through UPS Ground. UPS Ground delivers packages to most locations within 2-5 business days. For Canada it can be either UPS or Purolator depending of your region and it will also take 2-5 business days.

Pagnian also provides skid shipping for complete kits or distributers/resellers orders. If one of these shipping options is selected, your package will ship with your chosen method of shipping.


When Will My Package Ship?

Pagnian ships all packages which clear our verification process before 5 PM EST Monday through Friday on the same day you order!

If you order after 5 PM EST, your package will ship on the following business day. If you order after 5 PM EST on Friday, or over the weekend, your package will ship on Monday.

Please be advised that in rare cases your package may incur a 24 hour processing delay, and will ship on the following business day.


When Will My Package Arrive?

UPS & Purolator Ground delivers packages to most locations within 2-5 business days.

UPS will provide a delivery estimate once the package is in transit. Please allow 48 business hours for UPS to provide you with this information.

Please be advised that some orders may take one business day to process prior to shipment. Your domestic order will still ship ground and you will be advised of the tracking number at shipment.

Please allow an extra day for shipment if your shipment period encompasses a UPS holiday.


Customs and duties

All customs charges are covered by Pagnian. However please note that we cannot control how long customs decides to keep the packages under review. Normally all packages clear customs in 1 or 2 days.


Orders over 2500$USD:

The USA law and customs requires us:  If the ultimate consignee is an individual in the US then we need to provide their social security number. This is required for all shipments with value over USD 2,500.00. So either somebody from Pagnian will contact you to get this information to provide USA customs or may ask that customs contact you directly.


Signature Required

For the convenience and protection of our customers, we ask for all shipping orders, a Signature is required. With a signature, we can guarantee your package to your hands.

If you are not home at the time of the attempt, the driver may choose to reattempt delivery at another time or return the package to the sender if several attempts are made without success. Please make alternative arrangements if you do not expect to be at home during delivery, or if your apartment has security access policies for deliveries. Pagnian is not responsible for orders that are delayed or returned due to UPS inability to deliver securely.


Address Changes

If you submit your order and find a problem with your address, you will need to contact us immediately. You cannot change your address online – only a Pagnian Representative can adjust your address.

Don’t worry! We can change your address for free until your order has shipped. After shipment, fees apply (see below). Please contact us by email [email protected] using this form to inform us immediately of any address changes.


Address Changes After Shipment

Please contact us via phone to request any address changes after shipment.

If you receive the shipping confirmation email, your package has shipped. We cannot change your address any longer. There are no exceptions – when you receive the shipping confirmation email, your package has left the warehouse. All changes after this time must be filed with UPS and a $15 address change fee applies.

We can request that UPS halt the package and re–label it with your new address. A $15 address change fee and a delay of up to 24 hours will apply to your delivery.

We apologize, but this fee exists regardless of how large or small the change is. A single digit on the zip code or an apartment number added will still incur this fee. We can’t avoid it– it is the UPS address change fee.

Apartment numbers in particular provide a problem for UPS when they are missing. If your address is missing the apartment number, you will need to call us and accept this charge so we can add it to your shipment. We are sorry, but UPS will not deliver without the apartment number to an apartment complex of any kind. Without an apartment number, UPS will eventually return the package to us. We are happy to reship your order for free, or to refund you for it upon its return. However, we cannot add an apartment number or change the address in any manner without the fee applied.


Accurate Phone Number

All orders require an active telephone number to be entered, which will allow us to quickly contact you if order verification or additional information is required.


Tracking Your Package

As soon as your order ships, you will be provided with a tracking number through email so that you can track the status of your shipment on the shipper’s website. If you have not received a tracking number and your order status is complete, please check your account history order details and the tracking number will be located at the bottom on the page.


A Note On Delays

Please be advised that some orders may take one business day to process prior to shipment. Your order will still ship ground, and you will be advised of the tracking number at shipment.

Every order placed by 5PM Monday through Friday Eastern Standard Time will be shipped through UPS the same day. However, Heels.com cannot control the status of your shipment after it leaves our shipping department. UPS may incur delays due to weather issues or other circumstances beyond our control.

Also, please note that inconsistencies in your order (such as differing billing and shipping addresses) may possibly delay your order. Please enter a valid phone number where you can be reached in your account information to avoid delays, in case one of our Heels.com representatives needs to reach you for more information.