Frequently Asked Questions

General Questions

Are your shoes authentic?

Yes. All of our items are 100% authentic and come with their original box. Sneakerhead.com does not sell fakes, variants, or b-grades.

How long have you been in business?

Sneakerhead.com has been in business for 8 years.

How do I know that you're legit and the shoes are authentic?

Sneakerhead.com is a member of our local Los Angeles chapter of the Better Business Bureau. We've been rated an A rating, their second highest score, by the Better Business Bureau and we participate in their BBB Online Reliability program, which means that we have not only agreed to practice business by the standards of the BBB, but we have also agreed to abide by additional standards set in place for Internet merchants.

Additionally, our company has been mentioned numerous times on the sneaker fan forum, Niketalk.com, and passed their "legit checks" on a regular basis.

Where are you located?

Sneakerhead.com is based in the Los Angeles metro area of California.

Can you reserve a shoe for me until I can pay for it?

No, all of our merchandise is sold on a first come, first served basis. We cannot reserve shoes without payment.

Do you have any stores or locations?

No. Sneakerhead.com is strictly an Internet retailer and we do not have any retail outlets or locations.

I live in the Los Angeles area. Can I pick up my shoes or drop off a return?

No. At this time, Sneakerhead.com does not offer local pickup or return drop-off service.

Can I get a catalog?

Sneakerhead.com does not publish a mail-order catalog because the inventory changes too frequently. Sneakerhead.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 need.

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, however, we still require the correct, matching address for your credit card in addition to the shipping information. If you need to make arrangements for shipping to a different address, please call 1-866-339-7463 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 receive your order, however, to make arrangements for shipping, please call 1-866-339-7463 during normal business hours (8 am - 5 pm PST) to speak with a representative. We strongly recommend that you call in order to avoid any processing delays.

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, UPS, cannot deliver to a PO box. If your billing address is a PO Box, please provide your street address as the shipping address and the PO Box as your billing address. We must still have the correct billing address in order to process the credit card. If you would like your order shipped to your PO box, please call Customer Service more information about shipping options.

Your website won't let me choose the size I need. It's not on the drop-down list.

Sneakerhead.com is designed to show only available sizes 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 restock it. We apologize for the inconvenience and hope that you will continue to check for the size you need.

Questions Related to an Existing Order

What is 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 1-866-339-7463 during our normal business hours (8 am - 5 pm PST) and check status by phone, but we recommend using the order tracking system located at https://www.sneakerhead.com/cs-order-tracking.html. This system is available 24 hours a day, 7 days a week for your convenience. Simply type in the 5-digit order number or the six digit invoice number and your email address to check the current status of your order.

I saw my order status is "On Hold," what does that mean and what should I do?

If your order status remains listed as "On Hold" for more than 1 business day or you receive an email or telephone call requesting further information, please 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.

Questions Related to Shipping

Can you ship to an international destination?

Sneakerhead.com can ship to any of the international locations listed on our International Shipping page. You may find this list located at http://www.sneakerhead.com/int-shipping.html If your country is not on this list, we apologize, but we cannot ship to your location. Additionally, we are unable to ship to an international address for orders placed within the U.S. Please see our International Frequently Asked Questions for more information.

How long does it take to get to my house?

For U.S. customers, UPS ground shipping takes 3 to 7 days. All orders are shipped from our warehouse in California and the average delivery time to the East Coast is approximately one week. For customers outside the U.S., delivery time varies depending on your location and shipping method, but most packages arrive in approximately 7-10 days. For more information on shipping, please see our shipping information page located at http://www.sneakerhead.com/cs-shipping.html

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, weather, security, or carrier delays.

Questions Related to Products & Inventory

The sneaker 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 sneaker 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 previously stated, due to limited manufacturing runs, once an item is sold out, it is extremely difficult to obtain more inventory. All available sizes are posted to the product page and updated on a daily basis.

When will you be getting the sneaker that is going to be released soon?

While orders are placed in advance of release dates, Sneakerhead.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. Sneakerhead.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 30 days on your order date, you may contact Customer Service at 1-866-339-7463 for a defective product return authorization code. This code allows you to return the shoes, but does not guarantee acceptance of the return or a refund. Outside of the 30 days, damage is considered normal wear and tear.

Questions Related to Returns & Exchanges

What's your return policy?

Our full return policy is located at http://www.sneakerhead.com/cs-returns.html. Please read this page before calling about a return. Sneakerhead.com accepts returns for up to 30 days from the delivery date. Please read our full return policy and contact Customer Service for a return authorization code prior to returning the merchandise.

I want to return shoes. How do I do that?

Please read our full return policy located at http://www.sneakerhead.com/cs-returns.html and contact Customer Service for a return authorization number prior to returning the merchandise. Please pack sneakers, shoebox, and all accessories in original shipping box with your completed return form.

Please note that we WILL NOT 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 THE ORIGINAL SHIPPING BOX.

How do I make an exchange?

Exchanges are treated as new orders with Sneakerhead.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 Customer Representative about your options.

When should I expect to receive refund?

Returns are processed within 3 business days of receiving the return. Once Sneakerhead.com receives your return, we will process it and apply any applicable refund. Please allow 2-5 days for the money to post to your account.