FAQ & RETURNS

Shopping with Foster should be straightforward. Here are the answers to common questions about returns, orders, shipping, and releases.

RETURNS & EXCHANGES

What is your return policy?

Eligible items may be returned within 14 calendar days of the purchase date for online store credit or an exchange, subject to availability. The window starts on the purchase date, not the delivery date. All returns require approval before they are shipped back.

Items must be unused, unworn, unwashed, and unaltered, with all original tags attached and original packaging and accessories included. Footwear must be in brand-new condition, with no wear or creasing. Shoe boxes must be undamaged and placed inside a separate shipping box. Do not attach tape or shipping labels directly to the shoe box.

Do you offer refunds?

For eligible merchandise returns, we offer online store credit or an exchange, not refunds to the original payment method. Approved cancellations and any refunds required by law are handled separately.

What items are final sale?

Sale items and release date or limited-release products are final sale and cannot be returned for store credit or exchanged. Release date products include footwear and clothing launched on a designated release date.

If you receive an incorrect, damaged, or defective item, contact us for review, including when the item is final sale.

How do I start a return?

1. Visit our Return Portal: https://shopfoster.com/apps/redo/returns-portal
2. Submit your request within the 14-day purchase window, with your order information.
3. Wait for approval, then follow the return instructions and shipping deadline provided.

Do not send items back without approval. If you need help accessing the portal, email sales@shopfoster.com.

Do I pay for return shipping?

If you purchased Return Protection ("Free Return Shipping + Package Protection"), the return label for an eligible return is provided at no cost. Protection does not make final-sale or otherwise ineligible items returnable.

Without Return Protection, you are responsible for return shipping. If we provide a label, its cost is deducted from your store credit or collected before an exchange is processed. Original shipping and handling charges are not refundable for standard merchandise returns.

How much store credit will I receive?

Credit is based on the amount actually paid for the approved returned merchandise after discounts, with applicable tax adjustments, less any return-label cost you owe. Original shipping charges are excluded from the credit; they are not deducted a second time from the merchandise value.

Store credit is issued digitally for future purchases at shopfoster.com. It cannot be used for in-store purchases or phone orders, or redeemed for cash, except where required by law.

What if my return is rejected?

Items that fail inspection or lack approval or required documentation are not eligible for credit or exchange and may be refused or returned at your expense. Unauthorized returns of sale items are also subject to a separate $20 restocking fee. This is separate from the order cancellation fee.

How long does processing take?

We process returns after receiving and inspecting the merchandise. Timing varies with return volume. You will receive confirmation when your store credit or exchange is processed.

ORDERS & CANCELLATIONS

How long does order processing take?

Please allow up to 10 business days for processing, payment verification, and fulfillment. Processing time is separate from carrier transit time. If we cannot ship within the promised timeframe, we will notify you and provide the delay or refund options required by law.

Can I cancel my order?

Cancellation is not guaranteed. Email sales@shopfoster.com with your order number within 24 hours of placing your order. We must receive the request within that window, and the order must not have entered fulfillment or shipped when we approve it.

Approved customer-requested cancellations are subject to a flat $10 cancellation/restocking fee per order, deducted from the refund to the original payment method. Requests received after 24 hours are not accepted. Submitting a request does not stop fulfillment; the cancellation is complete only when we confirm approval.

The $10 fee does not apply when Foster initiates a cancellation or when a fee-free cancellation or refund is required by law. The Return Portal is for merchandise returns, not order cancellations.

Can I change my order or shipping address?

Orders cannot be edited after placement. We ship only to the address entered at checkout and do not redirect or intercept packages. Billing and shipping addresses must match; orders with mismatched addresses will not be processed.

Why was my order canceled?

Orders flagged by Shopify as medium or high fraud risk will be canceled. We may also cancel orders for address mismatches, suspected bots or resale, inventory issues, or pricing or system errors. Foster-initiated cancellations do not incur the $10 cancellation fee. Payments collected for canceled, unfulfilled orders are refunded to the original payment method.

SHIPPING & DELIVERY

Do you ship internationally?

No. International orders will be canceled.

What if my package is missing or damaged?

Contact sales@shopfoster.com with your order number and tracking information. For a package marked delivered, check the delivery location and with your household or building, then contact the carrier to report the issue. Keep packaging and photographs if the shipment arrived damaged.

Carrier claims or package-protection claims may be needed. We will provide available shipment information and assist with any steps that require the shipper. Coverage and outcomes depend on the applicable carrier or protection terms. A delivery scan does not remove any rights you have under applicable law.

What if I receive the wrong item or a defective product?

Contact us promptly with your order number and clear photos of the item and packaging. Keep the item unused and retain all packaging while we review it. Verified fulfillment errors or defects are handled separately from standard change-of-mind returns, without cancellation or restocking fees.

PAYMENTS & PROMOTIONS

Can I combine discount codes or add one later?

Only one discount code may be used per order. Discounts cannot be applied after an order is placed.

What is Shop Cash?

Shop Cash is offered through Shopify's Shop app and is subject to Shopify's terms. Contact Shop support for questions about Shop Cash availability, eligibility, or redemption. Contact Foster for questions about your merchandise or order.

Are purchases for resale allowed?

Products are intended for personal use. We may cancel orders suspected of resale or use of bots, browser automation, or reservation services.

What if I have a payment dispute?

Contact us so we can review your concern. We provide order, shipping, and return records when responding to payment disputes. This does not limit your right to contact your payment provider.

STILL NEED HELP?

Email: sales@shopfoster.com
Phone: 504-252-9635

Full Refund & Return Policy: https://shopfoster.com/policies/refund-policy
General Terms & Conditions: https://shopfoster.com/pages/general-terms-conditions

To return an item, please click the link below:

 

or please send use the 'contact us page'