Frequently Asked Questions
FREQUENTLY ASKED QUESTIONS
Q. When will my order ship?
A. Standard Orders are shipped within 1 - 3 business days from the purchase date, and Expedited Orders are are shipped within 1 - 2 business days from the purchase date. Please note all orders ship on business days ONLY. Any orders placed on Friday, Saturday or Sunday, will ship on the next available business day.
Q. What if FedEx, USPS, etc. does not deliver in my area?
A. Please be sure to contact us immediately so we can make other shipping arrangements for your order prior to shipping. Once the order has shipped we will only be able to recall the package or redirect the package to another location at the cost of the buyer. (see our "Shipping Policies" for more information)
ALL MERCHANDISE MUST BE RETURNED IN ITS ORIGINAL CONDITION NEW/UNUSED/UNWORN/UNWASHED.
Please refer to your brochure's "Returning your order" or the FAQ "Item Condition".
**For Holiday Returns, any purchases made in November can be returned up to January 31st and purchases made in December can be returned up to March 2nd.**
** For International Exchanges, the buyer is responsible for all shipping fees.
Q. What do I do if my order is Wrong, Missing, Incomplete, or Damaged?
- If you only received only part of your order, please check your Order Invoice for notes regarding a partial shipment. If there is no indication that part of your order was not shipped, then please contact us IMMEDIATELY so we may investigate the matter further.
- If you have not received your order, please check the tracking # of your shipment specific details regarding your order. If the order shows “Delivered”, but you do not have the package, contact us IMMEDIATELY so we may begin an investigation.
- If you received your order with any physical defects or shipping damage, please take photos of the damage(s) and have them ready to be emailed, and then contact us IMMEDIATELY.
**Please Note: Manufacturer defects such as excessive factory glue, faulty craftsmanship, etc., may be returned directly to the Manufacturer within 1 years from the manufacture date. This date can be found on the label located inside of the merchandise (on the collar, inside the shoe, etc.). We recommend this option if the merchandise in question has already been used/worn. **
Q. I received approval to return my merchandise, why was it denied and sent back to me?
A. Returns WILL be denied if:
- The merchandise has been Worn, Used, and/or Washed
- The merchandise was shipped using improper packaging (see FAQ "How do I pack my return?" or refer to the Store Policy/Returns Policy brochure included in your order)
Q. Why didn't I receive my full refund?
A. We may charge a 20% Restocking Fee or Additional Shipping Fees if the product is returned to us:
- Without the original box and/or original tags, or accessories (laces, parts, components, key chains, insoles, shoe bag, etc.)
- By the mail carriers as “Refused, Undeliverable, Moved, etc” (unless otherwise specified by a Customer Care Representative)
- Without a return authorization
- Passed the 45-day Return Period (unless otherwise specified by a Customer Care Representative)
- Improperly packaged (see FAQ "How do I pack my return?" or refer to the Store Policy/Returns Policy brochure included in your order)
Q. Do I have to pay the shipping to return my order?
A. At this time, unfortunately, we do not cover the shipping cost for the returned merchandise. The buyer is responsible for return shipping fees unless otherwise stated by a Customer Care representative. If you are exchanging your order, we will cover the cost of shipping the exchange.
Q. What postal service do I use to return my order?
A. You may use any postal carrier that you prefer. We only recommend that you obtain some form of tracking for you return (tracking #, signature confirmation, etc.), as we cannot be held responsible for non-receipt of the returned merchandise without proof of delivery.
Q. How do I pack my order to return it?
A. You MUST use a shipping box for shoes, toys, eyewear, and watches. You MUST use a shipping bag or box for all apparel, and non-fragile items. DO NOT USE original shoe boxes or paper bags to return your merchandise. If the return is not properly package your return may be refused or a 20% restocking fee may be deducted from you refund.
Q. How long before I receive my refund?
A. Please allow a total of up to 7 business days to receive your refund. 1 – 2 business days for us to process and refund the return and 3 – 5 business for PayPal to disburse the refund amount to the method of payment used to make the purchase. If you do not receive your refund within this time please contact us at (866) 379-7219
Once you have received approval for your return request, be sure that your return merchandise meets our “ITEM CONDITION” criteria:
All pairs MUST be NEW and UNUSED, ONLY tried on.
All pairs MUST be returned with its original shoe box and any accessories such as, but not limited to Removable Cleats, Key Chains, Insoles, Shoe Bag, Product Information Card/Booklet, Extra Laces, Etc.
For Apparel and Backpacks/Cases/Bags/Sleeves-
All MUST be returned with its original Tags and Packaging Bag.
For Sunglasses, Eyeglasses and Toys-
All toys MUST be returned sealed/unopened.
All sunglasses/eyeglasses and watches must be returned with its original case/sleeve, product information card/booklet, cloth, and any other accessories that come with it.