If you receive an email that your order is undeliverable, you must respond to arrange for delivery of your order. If it was delivered and you still have not received your order, please contact us by submitting a request.
Our Customer Support team will attempt to locate your order or inform you if it has been canceled. If your order has been canceled, we will refund you the amount you paid for the item(s) to your original payment method.
If you still have not received or been able to find your order, 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 carrier dropped off the package. A missing package investigation can take anywhere between 7-10 business days and 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 proceeding with your claim. Approved claims may be refunded in site credit to allow you to replace your lost item as quickly as possible. 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.
Sneakers.com reserves the right to deny any claim or request for refund in connection with a pattern of fraudulent user behavior that Sneakers.com determines in its sole and reasonable discretion should result in the suspension or termination of such user’s account.