FREQUENTLY ASKED QUESTIONS
Q: Where is my order?
A: You can track your package by clicking here or by using our tracking option found under “My Account”.
Q: During check out my order was declined, why?
A: Be sure your billing address and name matches your credit card billing address and name exactly. Try using another browser such as FireFox or Internet Explorer. If you are still having problems placing your order please email firstname.lastname@example.org and we will be happy to help you.
Q: My order was declined but I see a pending transaction on my account?
A: For many different types of credit card and debit card transactions, an authorization hold occurs before the actual purchase is processed. These authorizations can have the temporary effect of reducing the available balance on your account, but they will automatically expire and drop off the account usually within 2 - 7 business days. The duration for which an authorization remains on the account varies by issuing bank or card type, and cannot be controlled by sneakerking.com. These authorizations are NOT charges. Since your order will not ship, your account will not be charged. Please contact your financial institution for more information.
Q: How do I return or exchange my order?
A: You can find our return policies by clicking here.
Q: How do I cancel or change my order?
A: When an order is placed, we are generally unable to change or cancel the order. The order is automatically processed as soon as you press “Place Order”. You may contact us if you wish to make a change. However, due to the above, we cannot guarantee your order will be changed. If you need to change/exchange or return an item that you ordered in error, please return it to us as soon as you receive it. If you want to add an item to a recently placed order, please place a new order.
Q: How long does it take for me to get a refund?
A: It may take 4-5 business days for your return to reach our Distribution Center. Once it is received and inspected (usually within 72 hours of receipt) your refund will be processed and automatically applied to your credit card or original method of payment within 2 days. Please note that depending on your credit card company, it may take an additional 2-10 business days after your credit is applied for it to post to your account.
Q: Can you apply my credit to a different or new credit card?
A: As our systems do not allow us to override the original form of payment, the credit in question will be applied to the card provided for the purchase.
Q: Do you do back orders?
A: No. We do not do back orders. If an item is out of stock you will be notified as soon as possible. Out of stock orders will be cancelled.
Q: Why was my order cancelled?
A: We routinely perform audit checks to verify order information in an effort to maintain high security standards for the protection of our customers. This may be why your order was cancelled. It is also possible that your order may have been cancelled if we ran out of stock in an item. In both cases, an email confirmation will be sent with the specific reason why your order was cancelled.
Q: How do I contact you?
A: Click here to Contact Us Via Email or Email us at email@example.com. Customer Service is available 9:00 am - 4:00 pm (Monday - Friday excludes US holidays.) Please reference your order number and order date to provide the fastest possible service. Please allow 48 hours for response. You may also reach customer service at 570-822-1862 x23.
Q: Does SneakerKing have a warranty regarding defective or damaged products?
A: If you believe your merchandise is defective or damaged, you may send the item back to our distribution center for inspection. However, sending the item back does not guarantee a refund. The distribution center will inspect the item, and if it is not deemed defective, it will be returned to you. A refund will not be processed. Return your purchase within 60 days.
- Note: Merchandise is not considered defective or damaged under the following conditions (but not limited to):
- Damages caused by misuse, improper care, and/or normal wear-and-tear.
- Improper fitting or sizing of item.
- Modifications, and/or alterations made to the item by the customer.
- Damages caused by the use of solvents, adhesives, detergents, liquids and/or any other chemicals.
- Uncomfortable shoes or blisters.
Q: How can I find information regarding employment opportunities with SneakerKing?
A: We are always on the hunt for passionate, talented individuals to help us continue to make SneakerKing one of the best “bricks and mortar” retailers. Click here to download a printable SneakerKing Application. Bring your completed application to Your Nearest SneakerKing Store or Click here to E-Mail your application.