FAQ

  • How can I contact the customer service department?

    Have a question, comment or suggestion? SNIPES has a dedicated staff that is ready to help you. 

    Our Customer Service Department is available Monday-Friday 8:00AM to 6:00PM (EST).

    You can contact our SNIPES Customer Service Department via phone or email.

    Call Us: 1-844-477-6402

    Email Ussupport@kicksusa.zendesk.com

    Please note that our home office and warehouse are closed on the weekends and observed holidays. We apologize ahead for the inconvenience, but our customer service reps will not be available to answer your phone calls or emails during this time. We will reply to your messages and emails once we return to our regular business hours.

  • Can I buy wholesale or in bulk from KicksUSA.com?

    KicksUSA.com is a retail store, so we do not sell wholeale. You are welcome to place a large order with us, but you will pay the prices that you see on the website. Please visit the sales section of our website for items that are marked down.

  • Why did I not receive my full order?

    If you have multiple items in your order, your order may be completed in separate shipments. You will receive a shipping confirmation with a separate FedEx tracking number for each shipment as it is completed and shipped to you.

  • Why was I charged multiple times?

    When placing an order, a temporary authorization hold will be placed on your card for the total purchase of your order. The purpose of a pre-authorization is to verify your card is valid and your account balance is sufficient. Please be assured, this is not an actual charge. The hold will be removed after a number of days determined by your banking institution within 3-5 business days. Once your order ships, the full amount of your order will be charged to your credit card.


    To ensure that you are not charged multiple times for your order, please enter your billing address and phone number exactly as it appears on your credit card statement. Failure to enter the correct billing address and phone number on file with your bank may result in multiple charges and delays to your order.

  • What payment methods do you accept?

    We accept the following form of payments:
    Visa, MasterCard, American Express, Discover, and PayPal

    Please note that only one form of payment can be made.

    We currently do not offer the option of using your gift card or in store credit at KicksUSA.com. Gift cards can only be used at any of our SNIPES retail stores. 

  • Can I make changes to my order?

    You can make changes/edits to your order by contacting our Customer Service Department. The following changes can be made to your order:


    • Updates to billing/shipping address
    • Change the size of an item
    • Remove an item from your order

     We are not able to add products to your orders, or exchange your item for a different item.

  • How can I check the status of my SNIPES order?

    You can check the status of your SNIPES order by logging into your SNIPES account. Once you are logged in, click on "My Orders" found on the left side of your Accounts Dashboard. Your order status will show up as one of the following:

    • On Hold - Your order is being reviewed for credit fraud.
    • Processing - Your order is being processed and will be shipped soon.
    • Completed - Your order has been completed and shipped via FedEx.
    • Closed - Your order will be closed after a refund has been processed for a return. 
  • Why was my order canceled?

    Your SNIPES order may be canceled for the following two reasons - invalid credit authorization or the item you wished purchase is out of stock. When your order is canceled due to either reason, you will receive an email notification informing you of the cancellation. If your credit transaction has been voided, please allow 3 business days for it to clear from hold. If you are issued a refund, please allow 5-7 business days for the refund to be processed back into your account. 

  • How do I return my order?

    If you are not happy with your purchase, you may return your purchase within 30 days of shipment for a full refund or an exchange. Please note that shoes must be in the original, unworn condition to be accepted for returns/exchanges (unless it is a manufacture defect).

    A separate box should be used to ship shoes/sneakers back with the original box inside. Please do not use the original shoe box as the package for shipping. Any returns without the original shoe box or with damage shoe box will not be accepted. Returns received more than 30 days after the date of shipment will be issued a store credit. 

    When you decide to return your item for a refund or an exchange, please request a RMA (Return Merchandise Authorization) by following the directions below:

    1. Log into your KicksUSA.com account If you have forgotten your password, please click on "Forgot Password?" found in the Login Page.
    2. Click on "My Orders" found on the left side of your Accounts Dashboard.
    3. Find the COMPLETED order that contains the item(s) you would like to return or exchange.
    4. Click on "View Order" found on the right side of your Accounts Dashboard.
    5. After you have selected an order, click on "Return" found on the top right corner of your Accounts Dashboard.
    6. Fill out all information needed to request a return or an exchange.
    7. To select an item you want to return/exchange, click on the "Item" section and a list of items that you have purchased in your order will appear.
    8. The option to request a return or an exchange will appear on the "Resolution" section.
    9. If you would like to return/exchange more items, click "Add Item to Return" on the bottom left corner of your Accounts Dashboard.
    10. After you have completed your return/exchange requests, click "submit" at the bottom of the Accounts Dashboard.
    You do not need to print out your RMA, but please include your SNIPES receipt in your return package. Please be advised that you are responsible for the shipping fees incurred for the return unless a prepaid return shipping label was made for you. We will issue a refund or an exchange once we have returned the merchandise. Once we have received your package, please allow 3-8 business days for an exchange to be processed and shipped, and 5-7 business days for refunds to be processed back into your account.

    Please send your return package to the following address:
    SNIPES Returns Department
    2030 E. Byberry Road
    Philadelphia, PA 19116
     
    * In the event we are out of stock of the size you wish to exchange for, we will contact you and ask whether you wish to receive your original product or receive a refund.

    You may also return or exchange your online purchase to any of our SNIPES locations. Customers must present receipt and a valid form of I.D for all returns and exchanges. Refunds will be issued based on the original form of payment. If the payment form cannot be determined, a merchandise credit will be issued. Please note that if PayPal was used as payment for an online purchase, you will receive store credit as our stores can not issue refunds via PayPal. 

  • Are the products sold at SNIPES authentic?

    All SNIPES products are authentic as we are a licensed, authorized dealer with Nike. All our shoes are brand new from the vendor. We are also an authorized retailer for all the brands listed on our site.

  • What is your release policy for online at KicksUSA.com?

    Purchase is limited to one pair, per size, per customer on new products released at KicksUSA.com. If you place an order with multiple pairs, you will be contacted and your order will be edited

    Having items in the card does not guarantee an order until you complete the check our process and receive an order confirmation email.