What is your return policy?

We currently do not accept returns. If you believe there is a mistake with your order, please reach out to our support team with your Order # and we will gladly review your request. This also applies to receiving a shoe that does not fit. Please refer to the sizing guide below for your purchases.

What are your payment options?

We currently accept: PayPal, American Express, Visa, Discover, and Mastercard-branded cards, as well as some of the more niche products like UnionPay, JCB, and Diners Club. If you have specific questions regarding payment, please contact our support team.

How much is shipping?

We offer our customer’s free same-day shipping on all orders.

Do you accept trades?

At the moment, we will not be accepting any trades on our products.

How long does it take for orders to be shipped?

We ship our orders out lightning fast! We typically ship orders out the same day if placed before 3pm EST, otherwise orders typically ship within 1 business day, or 24 hours of purchase.

How long does it take for my shoes to arrive?

At Sole Swap, we pride ourselves on our speedy delivery, and ship all orders out within the same business day. Depending on your address, it typically takes 5-8 days. Please note shipping delays due to COVID are beyond our control, thank you for understanding and patience.

Do you ship internationally?

At the moment, we do not ship internationally. This may change in the coming months, so please stay in tune.

Can I cancel my order?

Unfortunately, all sales are final. If you feel there is an issue with your order, please contact us, and we will help assist with any questions and concerns regarding your order.

Why was my order cancelled?

Your order may have been cancelled for a variety of reasons. Please try another credit/debit card or check with your bank to ensure your payment information is correct. If you are still stuck, feel free to reach out to our support team and we will try our best to assist you.

Can I make changes to my order?

After an order is finalized, we unfortunately cannot offer changes to the order.

My shoes have not arrived, what do I do?

Please send us an email to our support email and include your order number in the subject line and our dedicated support staff will try their best to sort it out as quickly as possible!

How can I track my order?

After ordering your product, you will receive a tracking number in your order confirmation email. Use the tracking number to track your delivery. If you need further assistance, please contact our support team.

Do you offer returns for damaged boxes?

Unless stated on the product bought, all of our boxes are not damaged when they leave the warehouse. While we greatly apologize if the box arrives damaged, we are not responsible for any damage caused during the delivery process as it is beyond our control.

Product Questions

Are all your products authentic?

All of our products are guaranteed to be 100% authentic. We do not deal with any unauthorized or counterfeit products and all of our products are carefully inspected by our highly trained staff to ensure all products are authentic.

Will you be restocking sold out items?

We typically restock our products on an ongoing basis. If you are looking for something specific, please contact us and we will try our best to take your request into account.

Do you sell new or used shoes?

We only sell brand new shoes at the moment. Unless stated in the product’s description, all shoes are brand new, unworn, and in original packaging.

Do you sell gift cards?

At the moment, we currently do not sell gift cards/gift certificates.

Do you only sell sneakers?

We are currently a business that only deals in selling shoes.

What determines the price of your shoes?

The prices of our shoes vary due to many factors including size, market prices, and our competition. We try to have the most competitive prices on the market and strive to provide our loyal customers with the best bang for their buck!

Do your prices change?

While we try to keep our pricing consistent, our prices are subject to change from time to time.

Contact and Hours

What are your hours?

Our website is open for business 24/7. Hours may vary depending on national holidays. If you have questions regarding specific days, please contact our support, and they will gladly assist you.

How do I contact you guys?

Feel free to reach out to our support email help.soleswap@gmail.com . Please be as specific as possible in the email subject line so we can do our best to help you with any problems you may be facing.

How quickly do you respond to emails?

We typically answer customer inquiries within around 4 hours depending on how busy we are, the day of the week, or National Holidays.

Do you guys have a physical store?

Unfortunately, we do not have a physical store. However, we may branch into a physical store in the future.

Public/Investor Relations

How are you different from other large sneaker retailers?

We try to differentiate ourselves by offering our customers speedy same day shipping (before 3pm), under-market prices, and top of the line customer service

Do you buy shoes?

At the moment, we do not currently buy shoes. This may change in the coming months, so please frequently check back with us on this page to see our updated FAQ’s on the matter.

Can I consign my shoes with you guys?

At the moment, we are not currently accepting cosigned shoes.

Miscellaneous and other Questions

Are there any COVID-19 updates I should know about?

We are still open for business 24/7! However, COVID-19 may have implications on the timing of order delivery from time to time. We strive to get our shoes in your hands as quick as possible and apologize for any delays in the shipping process!

What does deadstock (DS) mean?

Deadstock (DS) Stands for: “Brand New in Box”