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FAQ

FAQ

 

TABLE OF CONTENT

General Questions
Are your shoes authentic?
How long have you been on Business?
How do I know that they are authentic?
Where are you located?
Can you give me any discounts?
How do I get wholesale?
Do you have any stores or locations?
Can I get a catalog?

Questions Related to Ordering
How can I get my order shipped to a different address than my billing address?
How do I send a gift?
Your policy states that first time orders must be shipped to the billing address. What do I do if my billing address is a PO Box?
Your website won't let me choose the size I need. It's not on the drop-down list?

Questions Related to an Existing Order
What’s going on with my order? How can I find out?
I saw my order status is "On Hold" What does that mean and what should I do?

Questions Related to Shipping
Can you ship to an international destination?
How long does it take to get to my house?

Questions Related to Products & Inventory
The shoe I want says "out of stock" Can you tell me when you’ll be getting more?
I don’t see the size I need or the shoe I want. Do you have it or can you get it?
When will you be getting the shoe that is going to be released soon?
I ordered a pair of shoes, but they started to fall apart after I wore them a few times. What do I do?

Questions Related to Returns & Exchanges
What's your return policy?
I want to return shoes. How do I do that?
How do I make an exchange?
When should I expect to receive refund?


Are your shoes authentic? 
Yes. All of our shoes are authentic and come with their original box. Sneakerworldwide.com does not sell fakes, variants, or customized products.  We only sell 100% direct Nike products.

How long have you been in business? 
We have been on the shoe business for over 15 years now.  On eBay we have been for over 10 years and on-line this year.

How do I know that the shoes are authentic? 
Sneakerworldwide.com has been doing shoe business for over 10 years and we have good reputation on eBay and many of the forums on-line.  You can rest assured tat you will be getting 100% AUTHENTIC footwear when you purchase from us.

Where are you located? 
Sneakerworldwide.com is Located in the Heart of NYC-Manhattan.

Can you give me any discounts? 
Occasionally, Sneakerworldwide.com will run a promotional coupon or special shipping offer i.e. FREE SHIPPING, 10% DISCOUNT, ETC…, But we cannot offer individual discounts outside of these promotions. While we strive to bring you the best products at the most reasonable prices, our pricing decisions are based on the availability of individual products. Products that are more limited, special editions, or hard to find will usually have a slightly higher price than the shoes you can buy at any retailer.  Subscribe to our email newsletter and you will get occasional coupons for free shipping, % off, and much more discounts, but ONLY to those that are subscribed.

How do I get wholesale? 
Sneakerworldwide.com is primarily a retail business, however from time to time; we provide small wholesale orders to qualified business customers. If you are interested in wholesale, please email your name, company name, contact information and a list of products you're interested in to wholesale@sneakerworldwide.com. A representative will contact you as soon as possible. Please note that we are mainly a retail business and cannot provide large quantities at wholesale prices nor can we provide a simple list of wholesale prices. Prices can and do vary based on the items and quantities involved.

How Do you have any stores or locations? 
No. sneakerworldwide.com is only a web business and does not have any retail outlets or locations as of now.

Can I get a catalog? 
Sneakerworldwide.com does not publish a mail-order catalog because the inventory changes too frequently to allow for it. By the time you received your catalog, most of the products in it would be sold out! Sneakerworldwide.com is updated daily with size and style information and new products and sizes are posted as soon as they are available. We encourage you to check the website for the products you want.


Questions Related to Ordering

How can I get my order shipped to a different address than my billing address? 
We strongly recommend and prefer that first time customers send their order to the billing address on file with the card account. We may require you to do so in order to comply with our fraud prevention standards. Orders can sometimes be shipped to a different address by special arrangement with a Customer Service representative. If you need to make arrangements for shipping, please email us sales@sneakerworldwide.com during normal business hours to speak with a representative.

How do I send a gift? 
We do prefer to send first-time orders to the cardholder at the billing address in order to ensure you are receiving your order, however, to make arrangements for shipping, please email us sales@sneakerworldwide.com during normal business hours (9 am - 5 pm ET) to speak with a representative. We strongly recommend that you call in order to avoid any delays in the processing of your order.

Your policy states that first time orders must be shipped to the billing address. What do I do if my billing address is a PO Box? 
Our preferred delivery carrier, USPS, We do deliver to PO Boxes.

Your website won't let me choose the size I need. It's not on the drop-down list. 
Only available sizes are posted on the product page. If a size is not listed, then it is sold out and we do not expect or do not know if we can make it available again. We apologize for the inconvenience and hope that you will continue to check for the size you needed.


Questions Related to an Existing Order

What’s going on with my order? How can I find out? 
There are two ways to check the status of your order. First, you can call Customer Service at 646-529-6046 during our normal business hours of 9 am - 5 pm ET and check status by phone, but we recommend using the website's order tracking system by logging into your account and retrieving your tracking #.  We always send an email once the package is on your way with all that info as well.

I saw my order status is "On Hold" What does that mean and what should I do? 
All Sneakerworldwide.com orders start with an "On Hold" status and keep this status until they can be screened and released to our warehouse for processing. An "On Hold" notice is common within the first 12 hours of placing an order. If your order status remains listed as "On Hold" for more than 1 business day, call Customer Service immediately. "On Hold" status for more than one business day generally indicates there is a problem with your order or your credit card.

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Questions Related to Shipping

Can you ship to an international destination? 
Sneakerworldwide.com can ship to any of the international locations listed on our International Shipping page.

How long does it take to get to my house? 
For U.S. and Canada customers, USPS PRIORITY MAIL shipping takes 3 to 5 days. All orders are shipped from our.  For customers outside the U.S. and Canada, delivery time varies depending on your location and shipping method, but most packages arrive in approximately 7-10 days Please note: Estimated shipping times begin after the order leaves our warehouse. These estimated times are not guaranteed and do not include our standard processing time or any delays that may result from a problem with the order.


Questions Related to Products & Inventory

The shoe I want says "out of stock" Can you tell me when you’ll be getting more? 
No. We are unable to predict if we can or will be able to obtain more of any item. Major shoe brands have limited manufacturing runs, and often additional inventory is not available.

I don’t see the size I need or the shoe I want. Do you have it or can you get it? 
No, we're sorry. As stated above, due to limited manufacturing runs, once an item is sold out, it is unusual to be able to obtain more inventories. All available sizes are posted to the product page and kept up to date on a daily basis. In addition, all orders are placed six months in advance of the brand's official release date, making special orders impossible.

When will you be getting the shoe that is going to be released soon? 
While orders are placed six months in advance, Sneakerworldwide.com does not have any control over what our suppliers will order and then make available to us. For this reason, we cannot provide any advance inventory information. Sneakerworldwide.com is updated daily with the latest information about available sizes and styles, and new items are posted as soon as they are received.

I ordered a pair of shoes, but they started to fall apart after I wore them a few times. What do I do? 
Within 45 days on your order date, you may contact Customer Service at 1-646-529-6046 for a defective product return authorization. This authorization allows you to return the shoes, but does not guarantee acceptance of the return or a refund. Outside of the 45 days, damage is considered normal wear and tear associated with athletic shoes.


Questions Related to Returns & Exchanges

What's your return policy?
Sneakerworldwide.com accepts returns for up to 30 days from the order date if the shoes are new and completely unworn with the original shoebox intact. Please read our full return policy and contact Customer Service for a return authorization number prior to returning the merchandise.

I want to return shoes. How do I do that? 
Contact Customer Service for a return authorization number prior to returning the merchandise. Box the shoes, shoebox, and any accessories (extra laces, key chains, etc.) in a shipping box with your return authorization number and mail the shoes to the address provided on your receipt. 
Please note that we cannot accept returns where the shoebox has been taped and used as a shipping box. DO NOT USE THE SHOEBOX AS THE SHIPPING BOX. ALWAYS BOX THE RETURN IN A SHIPPING BOX.

How do I make an exchange? 
Exchanges are treated as new orders with Sneakerworldwide.com. You may place a new order for the desired item at the same time you receive a return authorization or you may wait until your return is received and a refund is issued before placing a new order. Please ask a representative about your options.

When should I expect to receive refund? 
Returns are processed on Tuesdays and Fridays. Once Sneakerworldwide.com receives your return, we will process it and apply any applicable refund with the next available batch. Once a refund is issued, please allow 2-5 days for the money to post to your account.

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