SHIPPING AND RETURNS POLICY

Last updated: March 13, 2025

‘STANDARD PLUS’ AND ‘LOWEST PRICE’ OPTIONS

At checkout, you will be provided two options: ‘Standard Plus’ and ‘Lowest Price’. Items ordered with ‘Standard Plus’ will not incur any shipping or restocking fees upon a return (see terms under “Returns” below). This option also provides priority customer support in the event a buyer has any questions, concerns or issues regarding their order. Please be advised that to receive priority customer support, it is required that you include your order number when submitting a customer service request. Doing so will enable our customer support team to appropriately prioritize your order issue and respond to you sooner.

You can submit a customer service request through the Sneakers.com support page or by clicking ‘Contact Us’ at the bottom of your Sneakers.com order emails.

Returns for items ordered with ‘Lowest Price’ will incur the standard return costs (return shipping and a restocking fee of 15% of the item’s price).

DELIVERY

Excluding PO boxes, it will typically take 5-8 business days for an order to be delivered to a buyer located in the 48 contiguous states. All delivery times are estimates and are not guaranteed. Shipments may be affected by weather-related delays, carrier limitations or other events outside of our control.

Once your order ships, you will receive an email notification with your tracking information.

Please be advised that Sneakers.com only delivers to addresses located within the contiguous US, excluding military bases.

UNDELIVERABLE ITEMS

If your item is returned to us as undeliverable, you will be sent an email prompting you to log into your Sneakers.com account - or create a new account using the email address associated with your order - and have your item shipped to a new or preexisting address on file.

Undeliverable items will incur a $7.99 shipping cost to be re-shipped.

RISK OF LOSS

Sneakers.com is the seller of record for purchases made by buyers shopping from the United States.

If you do not receive your package, please contact us here and we will assist you by filing a claim with the carrier, provided that the package was not delivered to a freight forwarder and the loss did not occur after the package was dropped off by the carrier.

We may require you to sign and return an affidavit, verify your identity through a third-party service provider and/or file a police report before reviewing your claim. We will credit your account at our discretion and as required by applicable law. Claims may be denied for the following reasons, including but not limited to:

• Proof of Delivery: There is evidence of delivery, such as a signature or photographs.
• Incorrect Address: The shipping address provided was incorrect or incomplete, resulting in an undelivered package.
• Late Claims: Claims must be submitted within 14 days. Any claims filed after this period may be denied.
• Suspicious Activity: There is suspicion of fraudulent activity, particularly if there is a pattern of similar claims.
• Insufficient Evidence: The claim lacks necessary documentation or proof to support the request.

Please note that for buyers located in the US, site credit issued as part of a refund expires exactly one year after its issue date, unless otherwise specified.

PRICING, AVAILABILITY AND SALES TAXES

All prices are subject to change without notice at any time. Available inventory is subject to change without notice at any time. As a result, if your order is canceled for any reason, you may not be able to purchase the same item you originally ordered, and if the same item is available, it may not be available at the same price of your original purchase.

We will collect sales or use tax (collectively “Sales Tax”) on purchases of taxable items from buyers located in certain jurisdictions where we have determined that we have a legal obligation to collect taxes for such purchases. In these jurisdictions, we will remit the tax collected from buyers to the appropriate taxing authority. In jurisdictions where we do not collect taxes, applicable tax laws may require buyers to remit, or pay taxes to the appropriate taxing authority.

Sales Tax will apply based on a buyer’s shipping address rather than a buyer’s billing address. These taxes will apply to all purchases of taxable items for applicable jurisdictions, even for current offers that are completed at a later time.

Applicable tax rates may vary by jurisdiction. For Sales Tax purposes, some states may include shipping fees in the calculation of Sales Tax while other states may exclude shipping fees.

PAYMENT METHODS

We accept most major credit cards as well as Apple Pay and Klarna.

SHIPPING, CONTACT, BILLING, AND PAYMENT INFORMATION

Please review your shipping, contact, billing, and payment information for accuracy before submitting an order. Billing information must match the billing information you have on file with the issuing bank. Please note that Sneakers.com is unable to change a shipping address once the order has been placed.

ORDER REVIEW

All orders are subject to fraud review which may result in a delay in processing. We may also require additional information in order to verify your purchase. Until you receive final confirmation of your purchase, please check your email and respond to any requests for verification. While your order is being reviewed, your account may be placed on hold until the review is completed.

RETURNS

You have 14 days from the date you receive your item(s) to request a return. Failure to initiate a return request within 14 days of receipt may result in the denial of your return request. To initiate a return, please contact our customer support team here. Once we receive your return, the item(s) will be evaluated before your refund is issued.

If you wish to return an item and you selected the ‘Lowest Price’ option at checkout, your refund amount will be the item total minus the shipping costs to and from you as well as a restocking fee equal to 15% of the item's price. If you selected ‘Standard Plus’ as your option at checkout, your return will not incur any shipping or restocking fees.

All refunds will be provided in the form of site credit, which expires one year after the date of issuance.

If you elect to return your item for a refund, the item(s) will be evaluated before your refund is issued. Evaluation criteria include the following:

• Item(s) must include the return label and packing slip provided by us. Please note returns will not be processed without a Seakers.com return label and packing slip.
• Item(s) must be in the condition they were in when sent by us, including but not limited to: same item, no damage, original tags, no creases as a result of try-on and/or wear, no sole wear.
• Item(s) must be shipped to us in an appropriately sized and undamaged shipping box.
• Item(s) must be shipped to us within 3 days of receiving your return label. The evaluation process may take up to 7 days from receipt of the returned item and we reserve the right to make the final decision on all return requests.

Make sure to only include the item(s) to be returned in your shipping box. We will be unable to return any additional items included with your return.

ORDER CANCELLATION

We reserve the right to cancel orders at our sole discretion. You will not be charged for the order if it is canceled by us. If your order is canceled after you have already been charged for the order, we will refund you the amount you paid for the item(s) to your original payment method. Please allow your financial institution 3-5 business days (Monday - Friday, excluding holidays) to fully process the refund.

DISPUTES

If, for any reason, you dispute any transaction made on the Sneakers.com website, your account may be placed on hold until the dispute is resolved. You agree that you will not attempt to evade, avoid, or circumvent any refund prohibitions in any manner with regard to item(s) you purchase on the Sneakers.com website. Without limiting the generality of the foregoing and except as provided under “Returns” above, you will not dispute or seek a chargeback from the company whose credit card or method of payment you used to purchase item(s) on the Sneakers.com website. Should you do so, your order(s) may be canceled, and we may, in our sole discretion, refuse to honor pending and future purchases made from all credit card accounts or online accounts on which such chargebacks have been made and may prohibit all persons in whose name(s) the credit accounts exist and any person who accesses any associated online account or credit card or who otherwise breaches this provision from purchasing item(s) on the Sneakers.com website.