FAQ
RETURNS & EXCHANGES
What is your return policy?
We accept returns on eligible items within 14 days of purchase.
Items must be:
- Unworn, unused, and unwashed
- In original condition with all tags attached
- Returned with original packaging
Footwear must be:
- In 100% brand new condition (no wear or creasing)
- Returned double-boxed with the original shoe box in perfect condition
Do you offer refunds?
We do not offer refunds to the original form of payment.
Approved returns will be issued as:
- Store credit, or
- Exchange (if available)
What items are final sale?
The following items are final sale and cannot be returned or exchanged:
- Release date / limited release products
- Sale items
How do I start a return?
- Visit our Return Portal (link below)
- Submit your return request
- If approved, you’ll receive instructions and a return label (if applicable)
Once we receive and inspect your item, we’ll issue your store credit or exchange.
Do I have to pay for return shipping?
- If you purchased Return Protection, return shipping is free
- If not, return shipping is your responsibility and will be deducted from your store credit
What happens if my return is rejected?
If your return does not meet our policy (worn, creased, damaged, missing packaging, etc.):
- The return will be sent back to you at your expense
- No store credit or exchange will be issued
How long do returns take to process?
Returns are processed after they are received and inspected.
Processing times may vary depending on volume.
SHIPPING
How long does it take to process my order?
Please allow up to 2 business days for order processing and verification.
Can I cancel or change my order?
Orders cannot be canceled or changed once placed.
If a cancellation is approved before fulfillment, a fee may apply.
What if my package is lost or stolen?
Once your package is marked as delivered, it is the responsibility of the shipping carrier.
If you experience an issue:
- Please file a claim directly with the carrier (UPS, USPS, etc.)
Can I change my shipping address after placing an order?
No—we only ship to the address entered at checkout.
Billing and shipping addresses must match.
PRODUCTS & RELEASES
Are release day items returnable?
No—all release date and limited items are final sale.
Why was my order canceled?
Orders may be canceled due to:
- Fraud risk
- Billing/shipping mismatch
- Suspected bot or reseller activity
- Inventory or system issues
Do you allow resellers?
Our products are intended for personal use only.
Orders suspected of resale may be canceled.
PAYMENTS & PROMOTIONS
Can I use multiple discount codes?
No—only one discount code may be used per order.
Can I apply a discount after my order is placed?
No—discounts cannot be applied retroactively.
What is Shop Cash?
Shop Cash is a promotion offered through the Shop App (Shopify).
- Availability and amounts are controlled by Shopify
- Shop Foster is not responsible for issues related to Shop Cash
GENERAL
What happens if I file a chargeback?
We recommend contacting us first so we can resolve the issue.
Orders marked as delivered are considered fulfilled, and we provide full documentation when responding to disputes.
Do you check returns?
Yes—all returns are inspected carefully.
We document returns to ensure:
- Fairness for all customers
- Protection against worn or damaged returns
STILL NEED HELP?
If you have any questions, reach out to us and we’ll be happy to help.
Phone: 504-252-9635
email: sales@shopfoster.com
To return an item, please click the link below:
or please send use the 'contact us page'