Frequently Asked Questions (FAQ) – Underkicks
We know you have questions, and we're here to help. Below, you'll find answers to everything from shipping times and returns to product quality and payment options. If you need further assistance, don’t hesitate to reach out—our team is always ready to help!
Orders & Shipping
1How long does shipping take?
Our standard shipping time is 10 to 14 days, plus 3 to 5 days for order processing. International shipping may vary based on location.
2How do I track my order?
Once your order is shipped, you’ll receive a tracking link via email. You can also track your order in the My Account section.
3Do you ship internationally?
We ship to the contiguous United States (currently excluding Hawaii and Alaska), Singapore, and most other countries internationally. We do not ship to Russia or Ukraine at this time.
4What are your shipping costs?
Standard shipping within our shipping zones is FREE for all orders totaling $150 USD or more (before taxes, after discounts). For orders under $150 USD, a flat rate of $9.99 USD applies for standard shipping.
5My package was returned to sender. What happens now?
Please double-check your shipping address for accuracy during checkout. If a package is returned to us due to an incorrect address provided by you or because of failed delivery attempts, you will be responsible for the additional shipping costs to have it resent.
6Is a signature required for delivery?
For security purposes, especially on higher-value orders, a signature may be required upon delivery. Please ensure someone is available at the delivery address if needed.
Returns & Refunds
1What is your return policy?
We accept returns within 30 days of purchase, as long as the sneakers are unworn, in original packaging, and with all tags attached.
2How long does it take to process a refund?
Once we receive your return, refunds are processed within 7-10 days back to your original payment method.
3Can I exchange my sneakers for a different size?
Yes! If your size is available, we’ll exchange it. Contact [email protected] to start the process.
4Are any items non-returnable?
Yes. Items marked "Final Sale," certain limited-edition releases (if marked final sale), consumable goods (like cleaning kits), gift cards, and any items showing signs of wear or damage caused after delivery cannot be returned.
5How long does the return/exchange process take?
After we receive your return, please allow 3-5 business days for inspection. If approved, refunds are typically processed within 5-10 business days. Exchanges are shipped out subject to availability after approval.
6I changed my mind / ordered the wrong size. Is that covered by the Refund Policy?
Our specific Refund Policy does not cover change-of-mind or customer sizing errors after shipment. However, you may be eligible to return such items under our main Return Policy (within 30 days, unworn, undamaged original packaging, etc.) for a refund or exchange. You would be responsible for the return shipping costs in that scenario.
7Are original shipping costs refunded?
Original shipping costs are only refunded if the refund is necessary because of a confirmed product defect/damage on arrival or because we shipped the wrong item. They are generally not refunded for standard returns, pre-shipment cancellations, etc.
Product Quality & Sizing
1Are your sneakers high quality?
We work with reputable suppliers and perform quality control inspections on incoming products. Our team checks samples for things like stitching, materials, glue application, color consistency, sizing, and proper function. While we aim for high standards, minor cosmetic variations inherent to manufacturing can sometimes occur.
2How do I find my perfect size?
Check our Size Guide on each product page. If you're between sizes, we recommend sizing up for the best fit.
Payments & Discounts
1What payment methods do you accept?
We accept Visa, Mastercard, American Express, PayPal, Apple Pay, and Google Pay.
2Do you offer discounts?
Yes! Subscribe to our newsletter and follow us on social media for special promotions and exclusive deals.
3Can I cancel my order after placing it?
You can request to cancel your order by contacting [email protected] immediately. If your order has not yet been processed for shipment, we may be able to cancel it and issue a full refund. Cancellation is not guaranteed once processing has begun.
Account & Privacy
1Do I need an account to place an order?
While guest checkout might be available, creating an account can help track orders and streamline future purchases. Accurate information is needed for order processing.
2How is my personal information protected and used?
We use your information primarily to process orders, provide customer support, enhance your experience, prevent fraud, and comply with legal requirements. We implement reasonable security measures to protect your data. For complete details on data collection, usage, sharing, your rights, and security, please read our Privacy Policy.
3Can I cancel my order after placing it?
You can request to cancel your order by contacting [email protected] immediately. If your order has not yet been processed for shipment, we may be able to cancel it and issue a full refund. Cancellation is not guaranteed once processing has begun.
4Is my payment information secure?
Yes. We utilize secure third-party payment processors for all transactions.
5Do you use cookies on your website?
Yes, we use cookies for essential site functions, performance analytics, personalization, and advertising purposes. You can manage cookie preferences through your browser settings. See our Privacy Policy for details.
Contact & Support
1How can I reach customer support?
Email us at [email protected] or use the live chat on our website.
2What are your customer service hours?
We’re available 24/7 to support you. Still have questions? Get in touch with us!