FAQ

SHUGO cleats and trainers run true to size. Please use our size guide below to find your perfect fit. Feet may swell during training or a game, so when in doubt, size up.

All SHUGO products are listed in men's sizing at this time. Please reference the sizing guide above for specific sizing information. 

All SHUGO drops are exclusive, limited-run, and are offered on a first come, first serve basis. Most of our product offerings do not restock, and it is highly recommended to order footwear drops to reserve your size.  

Upon placing a preorder, you acknowledge that your shipment will arrive when the product has been received by our warehouse. You will receive an email with tracking information once your order has shipped. Payment will be taken upon ordering your item. For more information on your preorder, please email hello@shug0.com.

All SHUGO items are exclusively available on shug0.com. However, customers are welcome to return or exchange any item within 30 days of receipt as long as the item is new, unworn, and still in its original condition and packaging with all original tags attached. 

If you need help with your order, or have a question that isn’t addressed in our FAQ, reach out to us at hello@shug0.com. Customer service hours are Monday–Friday, from 8AM–5PM PST. Holidays may affect these hours. While we do not offer 24/7 customer service hours, our team will diligently work to ensure your questions are answered as quickly as possible.

SHUGO is for anyone striving to nourish their mind and body through premium footwear, apparel and accessories, crafted to endure. 

You are responsible for keeping your shipping and contact information up to date to ensure proper shipment of any items. Please email us at hello@shug0.com should you need to update your information. Please note, once an order has been placed, there is no guarantee your change can be made, due to our warehouse partner’s process.

Your preferred payment method will be charged upon placing your order. Orders may be canceled within 30 days of purchase, for a full refund. After 30 days, order cancellations will not be accepted. You will receive a shipping notification and tracking number when your order is shipped.

For Domestic US shipments, SHUGO charges a flat-rate shipping fee of $10. SHUGO currently only ships within the US. Please see our SHUGO International section for international shipping fees and duties.  

Accepted forms of payment include debit, credit, Apple Pay, Shop Pay, Facebook Pay, and PayPal.

If you attempt to submit an order with varying billing and shipping addresses, our systems will revert you back to the checkout screen. At this time, you may receive a “pre-authorization” charge by your financial institution, which will appear as a temporary “charge”, however, unless you receive an Order Confirmed prompt and email, your order was not accepted. For any concerns, please contact us at hello@shug0.com.

This typically occurs when you attempt to refresh the checkout page as it is processing. Please contact us at hello@shug0.com if you do not see these duplicate charges removed from your account after 5 business days.

Domestic US orders ship within 3–5 business days. You will receive an email with tracking information once your item ships, or you can simply login to your account to track the progress of your shipment. For any questions on shipping, please email hello@shug0.com.

Please allow up to 5 business days for tracking to appear in your account. 

Your shipping status may take multiple business days before any location updates appear. If your tracking does not update after 2 business days, please email hello@shug0.com and our customer service team will assist. Please note that any unprecedented shipping delays are out of our control, and can only be resolved by contacting your designated shipping courier.

Based on your location and pre-set preferences with the delivery courier, your order may be delivered to your building doorman, concierge, mailroom, or even at times, a neighbor of whom may accept the package in your absence. Please be sure to check with these individuals first. If you still do not have your package 24 hours after the delivery has occurred, please contact our customer service team at hello@shug0.com and we will do our best to assist.

Due to business requirements, below is a list of taxable states:

Arizona

Arkansas

California

Colorado

Connecticut

District of Columbia

Florida

Georgia 

Hawaii

Illinois

Indiana 

Iowa

Kentucky 

Louisiana

Maine

Maryland

Massachusetts

Michigan 

Minnesota 

Nebraska

Nevada 

New Jersey 

New Mexico

New York

North Carolina 

Ohio 

Oklahoma

Pennsylvania 

Rhode Island 

South Carolina

Tennessee 

Texas

Utah 

Vermont

Virginia

Washington 

West Virginia

Wisconsin

We accept returns on all eligible merchandise within 30 days of receipt as long as the item is new, unworn, and still in its original condition and packaging with all original tags attached. To initiate a return, visit our Returns & Exchanges page to get started. Upon approval, a refund will be issued to your original form of payment. All returns will incur a $10 restocking fee.

SHUGO accepts free exchanges on all footwear, apparel, and accessories within 30 days of receipt as long as the item is new, unworn, and still in its original condition and packaging with all original tags still attached. To initiate an exchange, please email hello@shug0.com.

SHUGO currently ships within the United States and Canada. Please check back for new international shipping announcements.

International customers are responsible for all shipping fees upon checkout. SHUGO requires customs and duties payment at the time of checkout for a streamlined shipping process.

Our sizing guide is listed in EU sizes. Please see our sizing guide at the top of our FAQ page for conversion instructions.

SHUGO prices are listed in USD. Please defer to your preferred currency converter to see your final cost.