Refund And Return Policy

QUICK SUMMARY

  • 60-day return & exchange window (from delivery)
  • Items must be unused, unworn, with all tags and original shoe box
  • Free return label if we shipped a defective/incorrect item
  • Customer-preference returns: you may use our prepaid label (cost shown before you accept, deducted from refund) or your own carrier
  • Exchanges are subject to availability
  • Questions? [email protected]

1. ORDER CANCELLATION OR MODIFICATION

Time frame

  • You may request a cancellation or modification within 24 hours of placing your order and before shipment.

How to request
Email [email protected] with subject:
“Order Cancellation/Modification – Order #[Your Order Number]”
Include what you want to cancel/change. We’ll confirm by email.

After 24 hours or once the order has shipped, changes aren’t possible—please use the return process below.

2. RETURN & REFUND POLICY

A) Time frame & general condition

  • Returns accepted within 30 calendar days of the delivery date.
  • Items must be unused, unworn, unwashed, with all original tags and accessories (extra laces, inserts, docs), and placed back in the original manufacturer’s shoe box.
  • Do not use the shoe box as the outer shipping box. Place it inside a separate corrugated box to prevent damage. Shoe-box damage may render the return ineligible.
  • Proof of purchase (order #, invoice, or packing slip) is required.

B) Non-returnable items

  • Items marked “Final Sale”/“Clearance” at purchase
  • Items showing wear, alteration, or damage not due to a manufacturing defect
  • Items missing original tags, original shoe box, or included accessories
  • Gift cards

C) Start a return (RMA)

  1. Email [email protected] with subject: “Return Request – Order #[Your Order Number]” and tell us the reason.
  2. We typically review and reply with RMA + instructions within 1–2 business days.
  3. Use our prepaid label (if available) or ship with your own carrier following the instructions.

D) Who pays return shipping?

  • Our error (defective/incorrect/damaged on arrival): We provide a prepaid label at no cost.
  • Customer preference (fit/color change of mind, etc.):
    • Use our prepaid label (the cost is shown before you accept and will be deducted from your refund), or
    • Ship with your own carrier (you pay that carrier directly).

E) Transit risk for returns

  • If you use our prepaid label, SneakerLab bears carrier risk for the return.
  • If you use your own carrier, you bear transit risk; please keep tracking/insurance.

F) Damaged/incorrect items (proof)

  • For defective/incorrect items, please attach photos/video of the issue and the packaging so we can authorize quickly.
  • If a replacement isn’t available, we’ll issue a full refund to your original payment method.

G) Refund method & timing

  • Refunds are issued to the original payment method (unless not technically possible; then store credit may be used).
  • Processing time: up to 2–5 business days after we receive and inspect your return.
  • Bank posting: your bank/card issuer may take an additional 3–5 business days.

Total expected time: 5–10 business days after we receive your return.

H) Lost package / delivered-not-received

  • For shipments reported lost or marked delivered but not received, we may require carrier investigation and/or an affidavit of non-receipt per carrier rules before issuing a replacement or refund.

3. EXCHANGE POLICY

  • Exchanges are offered for eligible items within 30 days of delivery, subject to availability (e.g., different size/color of the same model).
  • Start by emailing [email protected] with subject: “Exchange Request – Order #[Your Order Number]”.
  • Once your original item is received and passes inspection, we’ll ship the replacement and email you tracking.
  • If the requested item is unavailable, we’ll help find an alternative or process a refund under this policy.

4. RETURN SHIPPING COST (SUMMARY)

  • Our error (defective/incorrect/damaged on arrival): We pay return shipping (prepaid label).
  • Customer preference: You pay return shipping—either via our prepaid label (cost shown before you accept, deducted from refund) or your own carrier.

5. CONTACT INFORMATION

Email: [email protected]
Phone: +1 (720) 555-0143
Address: 1942 Broadway St., STE 314C, Boulder, CO 80302, United States
Support Hours: Mon–Fri, 09:00–17:00 (MT)