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General Questions
1. Are your shoes authentic?
    Yes, All of our items are 100% authentic and come with their original box. retrosnkrs.com does not sell fake, variant, or B-grade goods.
 
2. 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 will not reserve shoes for customers without payment.
 
3. Do you have any stores or locations?
    No. retrosnkrs.com is strictly an Internet retailer and we do not have any retail outlet or location.
Questions Related to Ordering
1. 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 addresses, 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 Email to: service@retrosnkrs.com to contact with a representative.

2. What payment can we accept on our website?
    We accept Visa, MasterCard, JCB credit cards. For your protection, retrosnkrs reserves the right to hold credit card orders for verification. All information submitted is secure and your account will be billed in US Dollars.You can also contact us: service@retrosnkrs.com if you want to pay by Western Union or other payment.

3. 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 Email to: service@retrosnkrs.com to contact with a representative. We strongly recommend that you email in order to avoid any processing delays.
 
4. 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 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 Email to: service@retrosnkrs.com to contact with a representative about shipping options.

5. Can you ship to a APO/FPO or military addresses?
    We can only ship to an APO/FPO address if the address contains a PSC and BOX number.

6. Your website won't let me choose the size I need. It's not on the drop-down list.
    retrosnkrs.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.
 
7. The sneaker I want says "out of stock," can you tell me when you'll be getting more?
    If a size is not listed, then it is sold out now. Usually we can restock it within 15 days. Please contact us: service@retrosnkrs.com.
Questions Related to an Existing Order
1. What is going on with my order? How can I find out?
    Our website will send tracking number to customers email in 2 business days , if not, please contact our Customer service: service@retrosnkrs.com.

2. 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
1. Can you ship to an international destination?
    retrosnkrs.com can ship to all the international locations worldwide.

2. How long does it take to get to my house?
    All orders are shipped from our warehouse and the average delivery time is approximately one week. Delivery time varies depending on your location and shipping method, but most packages arrive in approximately 7-9 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, weather, security, or carrier delays.

3. What should I do if my order never arrived?
    Please contact our Customer service: service@retrosnkrs.com.
Questions Related to Payment
1. Payment Failed.   
   We only accept credit card payment for the order amount less than $350.00.
   When placing an order, your billing address must correspond to the address of your credit card otherwise we will not be able to process your order.
   When credit payment failed. Please make sure you have enough money in your card. And, sometimes, for the safety, your bank will block some transaction. So, please call your bank to figure out, if they blocked the fund, pls tell them you will pay for this order from our site. they will release the fund. If you know the reason or have any problem, pls reply me.
   If you don’t have credit card, or your order is more than 350$, please contact us: service@retrosnkrs.com.

2. Before place order, I couldn't find my country in countries list when I fill in the billing address to complete my orders. What do I do?  
   Only a few countries can pay the order by credit card, if your country is not in the list please contact us.
Questions Related to Products & Inventory
1. 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.

2. 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.
 
3. When will you be getting the sneaker that is going to be released soon?  
   While orders are placed in advance of release dates, retrosnkrs.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. retrosnkrs is updated daily with the latest information about available sizes and styles, and new items are posted as soon as they are received.
 
4. I ordered a pair of shoes, but it has some quality problem  after I wore them a few times. What do I do?  
   Within 30 days on your order date, you may contact Customer Service Email to: service@retrosnkrs.com Outside of the 30 days, damage is considered normal wear and tear.
Questions Related to Returns & Exchanges
1. What's your return policy?  
   Our full return policy is located at http://www.retrosnkrs.com/returns-exchanges. Please read this page before calling about a return. retrosnkrs.com accepts returns for up to 30 days from the delivery date. Please read our full return policy and contact Customer Service to returning the merchandise.

2. I want to return shoes. How do I do that?  
   Please read our full return policy located at http://www.retrosnkrs.com/returns-exchanges  and contact Customer Service  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.
 
3. How do I make an exchange?  
   Exchanges are treated as new orders with retrosnkrs.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.
 
4. When should I expect to receive refund?  
   Returns are processed within 3 business days of receiving the return. Once retrosnkrs.com receives your return, we will process it and apply any applicable refund. Please allow 20 days for the money to post to your account.