Question 1

How does the shipping process work?

Accepted Answer

After you put your order in, we email you a prepaid shipping label. Box up your pairs, drop them at any UPS location, and we take it from there. We ship them back to you tracked once they're done.

Question 2

How long does turnaround take?

Accepted Answer

Most orders are cleaned and shipped back within 4–7 business days from the day we receive them. Bulk and subscription orders may run slightly longer - we can always confirm with you if you reach out.

Question 3

What kinds of shoes and materials can you clean?

Accepted Answer

Leather, suede, nubuck, mesh, knit, canvas, and most modern sneaker uppers. We handle white midsoles, scuffs, and stains. If you have something exotic or vintage, send a photo with your quote and we'll let you know before we touch it.

Question 4

Are my shoes protected while you have them?

Accepted Answer

Yes. Every pair is tracked from pickup through return delivery, handled in a controlled workspace, and photographed on intake. We treat grails the way we'd want ours treated.

Question 5

How much does it cost?

Accepted Answer

Single pairs start at $22 for a deep clean. Bundles and subscription pricing for resellers, boutiques, and collectors get cheaper per pair - see the Services page for current pricing.

Question 6

Do you ship anywhere in the USA?

Accepted Answer

Yes - we accept pairs from anywhere in the continental United States.

Question 7

How do I pay?

Accepted Answer

We send a secure invoice after we've confirmed your order. Major cards and most digital wallets are accepted.

Question 8

Can you remove scuffs or stains?

Accepted Answer

In most cases, yes. Surface scuffs and common stains are part of our deep clean. Deeply set dye transfers or structural damage we'll flag honestly before charging you.

Question 9

What can't you fix?

Accepted Answer

We can't replace missing materials, repair structural separation, or restore badly cracked leather. If something is outside our scope, we'll tell you before we start.

Everything you need to know before you ship.

Frequently asked questions

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