As soon as your order ships, you’ll receive a confirmation email with a tracking number and a link to follow your package in real time.

You can also track your order anytime by visiting our Order Status page and entering your tracking number or order ID.

Still can’t find your tracking info?

• Double-check your inbox and spam folder for the shipping confirmation email.
• It's easy to check your order history with us if you used an email to checkout. An account is immediately created at checkout, so you can go to 'My Account' and log in with just your email and you will be able to check your Order History there.
• No luck? Contact us and we’ll look into it for you.

Once your order is placed, we’ll send a confirmation email with your order number. As soon as it ships, you’ll get a tracking link so you can follow your package every step of the way.

You can also find your tracking information with our tracking partner at Order Status. You can find this page in the footer menu as well under the Need Help? column.

Didn’t get a tracking number?

- Check your spam or promotions folder — sometimes our emails get shy.

- Still can’t find it? Contact us or reply to your order confirmation and we’ll help. You can find all of our contact information in the Support Center.

Delivery times vary based on shipping method and location, but here’s a general breakdown:

- Standard 3–7 business days (Mon-Fri)

- Expedited 2–3 business days (Mon-Fri)

Running late?
Carriers sometimes mark packages as “delivered” a bit early — give it 24 hours. Still nothing? Let us know and we’ll work with our shipping partners and help you find your package.

Once your order has been processed, we aren't able to cancel the request; however, you can initiate a refund request for store credit.

See more about our return policy here.

We offer several shipping methods at checkout so you can choose what works best for you. Shipping rates are calculated at checkout based on your location, order weight, and chosen delivery speed.

- Standard Shipping is approximately 3–7 business days. The shipping cost includes handling fees and is usually, unless otherwise stated, $14.95.

- Expedited Shipping is roughly 2–3 business days. The shipping cost includes handling fees and is usually, unless otherwise stated, $29.95.

Free Shipping Offers

We currently offer free standard shipping on all domestic orders for those signed up with us as Premier Members. To learn more about how to become a Premier Member with us, you can find the page Premier Membership in the footer column labeled Sneaker Premier.

As of right now, we do not offer international shipping, but we're working hard to make international delivery a priority and reality.

Pro tip: Sign up for our newsletter or follow us on socials to be the first to know when we go global.

We can’t wait to bring what we do to your corner of the world. Stay tuned — big things are coming.

We understand how frustrating it is when a package goes missing — and we’re here to help.

If your order is marked as delivered but hasn’t arrived, or if you believe it may be lost in transit, please follow these steps:

Double-check all details

- Confirm the shipping address provided at checkout

- Check with neighbors, building staff, or household members that may have accepted it.

- Allow 24-48 hours after the delivered status—carries often scan packages early.

Still missing? Contact us.

If the package can’t be located, reach out to us at support@sneakerp.com within 7 days of the marked delivery. We’ll open a claim with the carrier and investigate.

While we aren’t responsible for packages lost due to theft after confirmed delivery, we’ll always do our best to support you and explore every option that best suits your circumstances and needs.

We want you to love what you ordered — but if something’s not quite right, we’re here to help.

For eligible items, US customers may request a return within 7 days of delivery for Sneaker Premier store credit.

If your purchase isn’t the right fit or you’ve simply changed your mind, you can return your item for store credit, provided it meets our requirements below. If you receive an incorrect or damaged item, our Buyer Protection Promise ensures we’ll help make things right.

Return Eligibility & Requirements

To protect both buyers and sellers and to uphold the integrity of our marketplace:

• Eligible Products: Only items labeled “7 Day Return Eligible” at the time of purchase qualify. Check your product page or order details to confirm.

• Condition: Products must be unworn, in original condition, and have the Sneaker Premier verification tag and price sticker attached. Any indication of use, removal of tags, or tampering voids return eligibility.
  
• Account Status: Orders must be placed from a registered Sneaker Premier account; guest checkout orders are not eligible for returns.
  
  
• Initiate Quickly: Returns must be requested within 7 days of delivery. After your request is approved, you must ship your item within 7 days, using our provided shipping label.
  
  
• Shipping: Return shipping fees are the customer’s responsibility. If you use Sneaker Premier’s return label, the fee will be deducted from your store credit. Customers are responsible for all return shipping costs unless the return is due to an error on Sneaker Premier’s part (such as receiving the wrong item). In these cases, our Buyer Protection Promise applies, and Sneaker Premier will cover return shipping costs and work quickly to resolve the issue to your satisfaction.

What Happens Next

• Verification Process: All returns are reviewed by our authentication team to verify the condition and authenticity. If your item fails verification (e.g., appears worn, damaged, missing tags, or counterfeit), your return will be denied. You will be responsible for the shipping cost to have the item sent back to you.
  
  
• Processing Time: Once your item is received and passes verification, store credit will be applied to your account within 3–5 business days.
  
  
• Refund Type: Returns are for store credit only. Refunds are not issued to the original payment method.
  
  
• Return Abuse: Excessive or suspicious return activity (such as repeated “wear and return” behavior, or false claims) may result in the denial of current and future returns and/or account suspension.
  
  

Additional Terms

• Final Sale Items: Clearance, final sale, or otherwise marked “non-returnable” items are not eligible for return under any circumstances.
  
  
• Restocking Fees: Sneaker Premier reserves the right to charge a restocking/cleaning and sanitization fee (up to 15%) for returns that do not meet stated criteria or require exceptional handling.
  
  
• Liability: Sneaker Premier is not responsible for lost, stolen, or damaged return shipments due to improper packaging, failure to use our provided label, or shipping by non-trackable methods.
  
  
• Legal: All returns are subject to our full Terms & Conditions, available on our website. Sneaker Premier reserves the right to update or modify this policy at any time.

Need Help?

If you have questions about returns, eligibility, or your order status, please contact us at support@sneakerp.com.

How to Request a Return

1. Sign in to your Sneaker Premier account.
   
   
2. Go to your profile and select “Buying History.”
   
   
3. Select the order you wish to return and open “Order Details.”
   
   
4. Click “Start Return” and follow the instructions.
   You will have the option to:

• Download a return shipping label (the shipping fee will be deducted from your store credit), OR

• Drop off the item at Sneaker Premier’s Baltimore instore location at 5428 Harford Rd, Baltimore, MD 21214
  

Returns must be initiated within 7 days of delivery and shipped within 7 days of approval.

Return shipping fees are the customer’s responsibility. If you use Sneaker Premier’s return label, the fee will be deducted from your store credit. Customers are responsible for all return shipping costs unless the return is due to an error on Sneaker Premier’s part (such as receiving the wrong item). In these cases, our Buyer Protection Promise applies, and Sneaker Premier will cover return shipping costs and work quickly to resolve the issue to your satisfaction.

If you believe an item was delivered incorrectly or arrived damaged, we’re committed to resolving the issue promptly and fairly. In the rare case, our Buyer Protection Promise applies, and Sneaker Premier will cover return shipping costs and work quickly to resolve the issue.

To initiate a claim:

Please contact us at support@sneakerp.com within 7 calendar days of the delivery date and include the following:

- Full name

- Your order number

- Preferred Contact Information

- Clear description of the issue

- Photos of the item(s), including packaging damage or discrepancies

Important:

- Items must be unused and in original packaging to be eligible for resolution.

- Claims reported after the 7-day window may not be eligible for refund or replacement.

- We reserve the right to inspect and verify the issue before approving a resolution.

Approved claims:

Once we’ve reviewed your submission, we’ll confirm the best solution.

If the claim is verified, we will:

- Issue a full refund to the original payment method. (Subject to item availability and at our sole discretion.)

Please note: We aim to handle these situations efficiently and ensure you’re taken care of; however, we reserve the right to deny claims that show signs of intentional damage, misuse, or inconsistent information. Abuse of our policy may result in refusal of future service.

Sneaker Premier Buyer Protection Promise

At Sneaker Premier, your trust is our top priority. We’re dedicated to making sure every purchase you make is genuine and exactly as described—so you never have to worry about fakes or mistakes.

Our Buyer Protection Promise guarantees that if we ever ship you the wrong product, or if a faulty item slips through our inspection process, we’ll make it right—fast. Just let us know within 7 days of receiving your order by submitting a Buyer Promise Support Request (further instructions are found down below), and our team will jump into action to fix the problem.

What to do if there’s an issue:

• Open your package promptly to check that everything is correct.
• If you received an incorrect or inauthentic item, or if anything is not as expected, contact us within 7 days of delivery.
• Items must be unworn, in their original condition, and have the Sneaker Premier verification tag attached to qualify for the Buyer Protection Promise.

If your return qualifies, we’ll send you a prepaid shipping label to return the item to us. Once it arrives, our team will process your case within 3–5 business days and make sure you’re fully taken care of.

Want to know more about how we check for authenticity? See our [Authentication] page.
For details on general returns, read our [Return Policy].

We accept a variety of secure and convenient payment methods to make checkout easy:

Accepted payment options:

- Major credit and debit cards – Visa, Mastercard, American Express, Discover

- Shop Pay – Fast, secure checkout with saved details which can be found in the Account tab

- Apple Pay & Google Pay – Available on supported devices

- PayPal – Use your PayPal balance or linked accounts

- Gift cards – Enter your code at checkout (if applicable)

- Buy now, pay later – As of now we offer Afterpay as a payment option in-store and online.

All transactions are encrypted and secure. Your payment details are never stored on our servers.

A payment can be declined for a number of reasons — most of which are security measures put in place by your bank or card provider. Common reasons include:

Potential causes:

- Incorrect card details – Double-check your card number, expiration date, CVV, and billing ZIP/postal code.

- Insufficient funds or spending limits – Check your available balance or daily transaction limits.

- Bank authorization issues – Sometimes your bank may flag the transaction as suspicious.

- International or online purchase blocks – Some cards are restricted from certain types of transactions.

- Expired or unsupported payment method

What you can do:

- Try re-entering your payment information carefully.

- Use a different card or payment method (like PayPal, Shop Pay, etc.).

- Contact your bank or card issuer — they can usually resolve the issue quickly.

- Still stuck? Contact us at support@sneakerp.com and we’ll do our best to troubleshoot on our end.

You’ll be charged at the time of purchase — as soon as your order is successfully placed and confirmed.

This applies to all payment methods, including credit/debit cards, Shop Pay, PayPal, and any "Buy Now, Pay Later" services (subject to their own terms).

A few notes:

- You’ll receive an order confirmation email immediately after payment is processed.

- If your payment method is declined, no charge will go through.

- For installment or deferred payment options, refer to the provider (e.g., Afterpay, Klarna) for their specific charge schedule.

Yes — we accept both discount codes and gift cards at checkout.

Here’s how:

- Discount code: Enter your promo code in the field labeled “Discount code” on the checkout page and click “Apply.” Only one discount code can be used per order unless otherwise specified.

- Gift card: Enter your gift card code in the “Gift card or discount code” field at checkout. The value will be automatically applied to your order total.

A few things to note:

- Discount codes may not apply to sale items or certain exclusions (see the terms of the specific promotion).

- If your gift card doesn't cover the full amount, you can pay the remaining balance using another accepted payment method.

We do offer split payment as an option for in-person purchases; however, for our online store, splitting payment between two different payment methods in a single order is not supported at this time.

- You can, however, use a gift card to cover part of your purchase, then pay the remaining balance with a credit/debit card or another accepted payment method.

- Alternatively, placing multiple orders lets you pay separately for different items.

If split payments become available in the future, we’ll update our policies and let you know. Sign up for our newsletter or follow our socials for the latest updates.

Finding the perfect fit is important — and we’re here to help you get it right.

Here’s how to use our size guide:

- Scroll down and find our size guide page under the Need Help? column of the footer page.

- Our guide provides det ailed measurements for each size, including length, width, and fit notes of various brands that we carry to ensure that you make the best judgement when purchasing.

- Use a measuring tape to measure your foot (or body, depending on the product) and compare it to the chart as every body and fit is different.

Tips:

- Different styles may fit differently — always check the size guide specific to the product.

- If you’re between sizes, we recommend choosing the size based on your preferred fit (e.g., size up for a roomier fit, size down for a snug fit).

Most of our items are unique and part of a buy-sell-trade model, so once they’re gone, they typically won’t be restocked.

However, we buy used items and clean them back to health on a daily basis, so stay updated on our page and socials for our newest releases.

Many of our collaborators offer products in larger quantities that can be restocked upon request.

If there’s a sold-out item you’re interested in, please let us know at support@sneakerp.com, and we’ll do our best to source it or offer alternatives.

Yes — if you’re looking for additional information beyond what’s listed, we’re happy to help.

We can provide:

- Detailed photos or angles

- Specific measurements

- Brand info or style history

- Condition details (for pre-owned items)

- Material or care instructions

Just reach out to us at support@sneakerp.com with the product name and link, and we’ll get back to you as soon as possible with everything you need to make an informed decision.

Please note: We review all requests manually, so we kindly ask that you only request details for items you're seriously considering. This helps us stay responsive and fair to all customers.

Fit can vary depending on the brand, style, and condition of each item — so while many products run true to size, others may fit slightly differently.

We recommend checking the Size Guide page for detailed measurements and fit notes.

There’s no need to set up a password — with new customer accounts, logging in is simple and secure.

To access your account:

- Click the account icon at the top of our site or go to the login page.

- Enter your email address.

- We’ll send you a one-time verification code.

- Enter the code to access your account and view your orders.

Once logged in, you can track your order history, manage addresses, and enjoy a faster checkout experience.

If you don’t receive the verification email within a few minutes, check your spam folder or contact us at support@sneakerp.com— we’ll make sure you’re set up.

Viewing your past orders is easy with our secure login system.

Here’s how:

- Click the account icon at the top of our website.

- Enter your email address.

- We'll send you a 6-digit verification code — no password required.

- Once logged in, you’ll see your full order history, including order status, items purchased, and tracking (if available).

If you have any issues accessing your account, contact us at support@sneakerp.com, and we’ll do our best to help you get what you need.

No, you don’t need an account to shop with us. You can check out as a guest at any time.

However, creating an account makes things easier. With an account, you can:

- Track your orders

- View past purchases

- Save your shipping details for faster checkout

-Return purchased items for store credit.

If you ever want to set one up, it's quick and efficient—just log in with your email and a secure verification code.

Yes, we do!

Our affiliate program lets you earn a 10% commission by referring customers who make a purchase through your unique link.

For all the details on how to join, promote and earn rewards, please visit our Affiliate Program page.

If you have any questions, feel free to reach out to us at affiliates@sneakerp.com.

Yes, we offer several ways to collaborate.

- If you’re a creator or artist interested in featuring your products on our page, contact us to become one of our collaborating partners.

- We also welcome partnerships for events, promotions, or product donations, including our cleaning service initiatives.

Reach out at support@sneakerp.com to explore opportunities.

Checkout issues can happen for a few reasons. Here’s what you can try:

- Make sure your internet connection is stable.

- Clear your browser cache and cookies or try a different browser/device.

- Double-check your payment info, billing address, and shipping details are correct.

- If you’re using a discount code, confirm it’s valid and hasn’t expired.

- Disable any browser extensions that might interfere with checkout.

If you’re still stuck, reach out to us at support@sneakerp.com with details of the problem and any error messages. We’ll work as best we can to quickly get you sorted.

If our website isn’t loading as expected, try these steps:

- Refresh the page or clear your browser cache and cookies.

- Try using a different browser or device.

- Ensure your internet connection is stable.

- Disable any browser extensions or VPNs that might interfere.

If the problem persists, please contact us at support@sneakerp.com with details about your device, browser, and the issue you’re experiencing. We’ll investigate and get it fixed ASAP.

Our support team is available Monday through Friday, from 11:00 AM to 6:00 PM EST.

We aim to respond to all inquiries within one business day.

For urgent matters outside these hours, please email support@sneakerp.com, and we’ll get back to you as soon as possible.

We strive to respond to all inquiries within one business day during our support hours.

If you contact us outside of those hours, expect a reply on the next business day.

While we do our best to respond promptly, response times may vary due to high volume or unforeseen circumstances. For urgent issues, please mark your email accordingly, and we’ll prioritize it as best we can.

You can reach our support team by email at support@sneakerp.com.

We’re here to help and will get back to you as soon as possible!