This portal is only intended for purchasing a UPS label for shipping items back for a return & refund. If you would like to exchange item(s) you will need to access our exchange process at the following page: https://www.steel-toe-shoes.com/OREX.html If you have an issue with the actual product (defect, wrong item received, etc...) you will need to discuss that with our customer service team during regular business hours at 1-866-737-7775.