Welcome to the FOOT NINJAS 'Frequently Asked Questions' Help Center.

Below you'll find answers to the most common questions regarding products, authentication, shipping, returns, refunds, Ninja Credit, accounts, and orders.

If you don't find the answer you're looking for, please visit our Contact Us page and our support team will be happy to assist.
 

Authenticity & Products

Are your products authentic?

Yes.

Every eligible product sold through FOOT NINJAS is authenticated before shipment. We maintain a strict authentication process to ensure customers receive authentic merchandise.
 

Do you sell fake sneakers?

No.

FOOT NINJAS maintains a zero-tolerance policy toward counterfeit products.

We do not knowingly buy, sell, distribute, or facilitate the sale of counterfeit merchandise under any circumstances.
 

What does "Deadstock" mean?

Deadstock (DS) means the product is:

• Brand new
• Unworn
• Unused
• Unaltered

Products typically include original manufacturer packaging and accessories when originally provided by the manufacturer.
 

Will my product come with the original box?

In most cases, yes.

Products generally include original manufacturer packaging and accessories unless otherwise stated on the product page.
 

Why does my box have minor damage?

Minor box wear may occur during manufacturing, transportation, storage, or retail handling.

Cosmetic packaging imperfections do not affect authenticity and are not considered defects.
 

Can I request additional product photos before purchasing?

Product availability varies. If you have questions regarding a specific item, please contact our support team before placing your order.
 

Orders & Payments

When am I charged for my order?

Payment is collected at the time your order is placed.
 

Can I change my order after placing it?

Once an order is submitted, modifications may not be possible.

This includes:

• Product changes
• Size changes
• Shipping address changes
• Billing information changes

Please review your order carefully before completing checkout.
 

Can I cancel my order?

Cancellation requests are reviewed on a case-by-case basis.

Because many products are sourced or processed immediately after purchase, cancellation requests are not guaranteed.
 

Why was my order cancelled?

Orders may be cancelled for reasons including:

• Product unavailability
• Pricing errors
• Fraud-prevention screening
• Verification concerns
• Shipping restrictions

If your order is cancelled, you will be notified.
 

What payment methods do you accept?

Accepted payment methods are displayed during checkout and may include:

• Major credit cards
• Debit cards
• Shop Pay
• Apple Pay
• Google Pay
• Other approved payment providers

Availability may vary by location.
 

Shipping & Delivery

What shipping options do you offer?

FOOT NINJAS offers multiple fulfillment types:

[PRE-ORDER]

Ships within 1 week after the product's official release date.

BEST PRICE

Authenticated before shipment.

• Ships within 3–10 business days
• Delivery within 6–15 business days

SWIFT: Standard

Pre-verified inventory.

• Ships within 1–3 business days
• Delivery within 4–9 business days

SWIFT: Express

Pre-verified inventory with expedited delivery.

• Ships within 1–3 business days
• Delivery within 2–6 business days
   

Are shipments insured?

Yes.

All shipments include tracking information and insurance coverage during transit.
 

When will I receive tracking information?

Tracking information is typically provided once your order has shipped.
 

Can I change my shipping address after placing an order?

No.

For security and fraud-prevention purposes, shipping addresses cannot be changed after an order has been placed.

Please verify your shipping information before completing checkout.
 

What happens if I enter the wrong address?

Customers are responsible for providing accurate shipping information.

Orders returned due to incorrect or incomplete addresses may be subject to shipping deductions, carrier fees, and return processing charges.
 

What if my package is delayed?

Delivery estimates are not guaranteed.

Carrier delays, weather conditions, customs processing, and other factors may affect delivery times.
 

What if my package is lost or damaged?

Please contact our support team as soon as possible.

Claims may require supporting documentation and carrier investigation.
 

Returns, Refunds & Cancellations

What is your return policy?

Eligible items may be returned within 30 calendar days of delivery.

Returned products must remain:

• Brand new
• Unworn
• Unused
• In original packaging
• With original accessories and tags
   

How do I start a return?

Contact our support team and submit photos showing:

• Product condition
• Box condition
• Tags
• Accessories
• Packaging contents

Returns must be approved before a return label is issued.
 

Do you provide return labels?

Yes.

Approved returns receive a prepaid return shipping label.
 

How long do I have to ship my return?

Approved returns must be shipped within 7 calendar days.

Returns not shipped within this timeframe may be automatically cancelled.
 

How are refunds issued?

Approved returns are refunded as Ninja Credit.

Refunds are not issued to the original payment method.
 

Can I get a cash refund?

No.

Approved returns are issued as Ninja Credit (Store Credt) according to our Returns, Refunds & Cancellations Policy.
 

What items cannot be returned?

The following are final sale:

• Socks
• Replacement laces
• Shoe care products
• Cleaning products
• Insoles
• Accessories
• Gift cards
• Ninja Credit purchases
• International orders
   

What happens if I refuse delivery?

Orders that are:

• Refused
• Rejected
• Unclaimed
• Returned to sender

may be treated as returns.

Any approved refund will be issued as Ninja Credit minus applicable shipping, carrier, and return fees.
 

Can my return be denied?

Yes.

Returns may be denied if:

• Products show signs of wear
• Packaging is incomplete
• Accessories are missing
• Items are altered
• Fraud indicators are detected
   

Ninja Credit

What is Ninja Credit?

Ninja Credit is FOOT NINJAS store credit.

Credits are stored in your account wallet and may be used toward future purchases.
 

Does Ninja Credit expire?

No.

Ninja Credit does not expire.
 

Where can I use Ninja Credit?

Ninja Credit can be used on:

• FootNinjas.com
• The FOOT NINJAS mobile application
   

Can I transfer Ninja Credit?

No.

Ninja Credit is tied to your account and cannot be transferred.
 

Can I cash out Ninja Credit?

No.

Ninja Credit cannot be redeemed for cash or withdrawn.
 

Can I purchase a gift card using Ninja Credit?

No.

Ninja Credit cannot be exchanged for gift cards.
 

Accounts & Security

Do I need an account to place an order?

Depending on checkout availability, orders may be placed through guest checkout or an account.

Creating an account allows you to:

• Track orders
• Manage addresses
• View Ninja Credit balances
• Access order history
   

What should I do if I cannot access my account?

Use the password reset feature or contact support for assistance.
 

Is my payment information secure?

Yes.

Payments are processed through secure payment providers and encrypted checkout technology.

FOOT NINJAS does not store complete payment card information on its servers.
 

International Orders

Do you ship internationally?

International shipping availability may vary by destination.

Available countries are displayed during checkout.
 

Are international orders eligible for returns?

No.

All international sales are final.
 

Who pays customs duties and import taxes?

Customers are responsible for any duties, taxes, brokerage fees, customs fees, or import charges imposed by their country.
 

What if customs delays my package?

Customs processing times vary by country and are outside of FOOT NINJAS' control.
 

Contact & Support

How do I contact FOOT NINJAS?

Please visit our Contact Us page and submit a support request.
 

What are your support hours?

Monday–Friday: 10:00 AM – 7:00 PM EST
Saturday: 12:00 PM – 6:00 PM EST
Sunday: Closed
 

How quickly will I receive a response?

Most inquiries receive a response within 1 business day, though response times may be longer during peak periods or product launches.
 
 

Still Need Help?

If your question wasn't answered here, our support team is ready to assist.

Visit our Contact Us page and we'll be happy to help.
 

Last Updated: May 16, 2026