FAQ's
At Sneaker House, we aim to make shopping for men's and women's sneakers simple, clear, and stress-free. If you don't find the answer you're looking for below, our customer support team is always ready to help.
1. Where do you ship?
We currently ship exclusively within the United States and Australia.
2. Are shipping costs extra?
No! We offer FREE STANDARD SHIPPING on orders delivered within the United States and Australia.
3. How long will it take for my order to be delivered?
Order Cut-Off Time:
Our daily order cut-off time is 3:00 PM (GMT-05:00) Eastern Standard Time (New York)
Our estimated delivery timeframe is:
For Customers in the United States
- Handling Time: 1–3 Business Days (Monday–Friday)
- Transit Time: 4–6 Business Days (Monday–Friday)
- Estimated Total Delivery: 5–9 Business Days
For customers in Australia
- Handling Time: 1-3 business days (Monday–Friday)
- Transit Time: 5-8 business days (Monday–Friday)
- Total Estimated Delivery Time: 6-11 business days
Please Note: Orders placed after the 3:00 PM cut-off time, on a weekend, or on a public holiday will begin processing on the next business day.
4. Can I track my order?
Yes! Once your order has been shipped, you'll receive a shipping confirmation email containing your tracking number and tracking information.
Please allow up to 24–48 hours for tracking information to become active or for the first carrier updates to appear.
5. Can I change or cancel my order?
If you need to change or cancel an order, please contact us as soon as possible at support@sneakerhouse.us.
We'll do our best to accommodate your request, but we cannot guarantee changes or cancellations once order processing or shipment preparation has begun.
6. What is your return policy?
We accept eligible returns within 30 days from the date of delivery.
Returned sneakers must be:
- Unworn and unused
- In new and resalable condition
- Free from dirt, scuffing, significant creasing, stains, or other signs of wear
- Returned with the original packaging and applicable tags
- Returned with any included accessories
For eligible defective, damaged, or incorrect products, Sneaker House will cover the applicable return shipping cost.
For returns due to a change of mind, the customer is responsible for the applicable return shipping cost.
For size or fit-related returns, please contact our support team for return shipping instructions.
Restocking Fee: No restocking fee
For complete information, please review our Refund & Return Policy.
7. What payment methods do you accept?
We currently accept secure payments through:
- Visa
- Maestro
- Mastercard
- American Express (Amex)
- Discover
- Diners Club
- Union Pay
- Elo
- Klarna
- Shop Pay
- Google Pay
- Apple Pay
- PayPal
- Alipay
- WeChat Pay
Payments are processed through payment processing services designed to help protect your payment information.
8. Is my payment information safe?
We take reasonable measures to help protect payment information submitted through our website. Payments are processed through secure payment processing services.
For your protection, please never send your complete card number, CVV, PIN, password, or other sensitive payment information by email or other unsecured communication methods.
For more information, please review our Payment Policy and Privacy Policy.
9. Do you offer exchanges?
Yes, we may offer exchanges for eligible items, subject to product availability.
Exchange requests must be made within the 30-day return period, and the original sneakers must meet our return requirements.
Please contact support@sneakerhouse.us before sending an item back so our team can provide the appropriate instructions.
10. What should I do if I receive a damaged or incorrect product?
Please contact us as soon as possible at support@sneakerhouse.us with your Order Number and details about the issue.
We may request photographs or additional information to help us evaluate the problem. If the product is confirmed to be defective, damaged during transit, or incorrect, we'll provide appropriate return instructions.
11. What if my package is marked as delivered but I haven't received it?
First, check your delivery location, mailbox or entrance area, and with household members, neighbors, or building management where applicable.
You can also contact the shipping carrier using your tracking information.
If you still cannot locate your package, contact us at support@sneakerhouse.us with your Order Number and tracking details so we can assist you.
12. What happens if I enter the wrong shipping address?
Please carefully check your shipping information before completing your order.
Customers are responsible for providing a complete and accurate shipping address. If a package is returned to us because of incorrect or incomplete address information, we will contact you regarding available reshipping options. Additional shipping charges may apply for reshipment.
13. Do you ship to P.O. Boxes or APO/FPO addresses?
Currently, we do not offer shipping to P.O. Boxes or APO/FPO addresses.
14. How can I choose the right sneakers?
Each product page provides available information about the sneaker's materials, color, design, closure, sole construction, and other product details.
If you have a question about a particular men's or women's sneaker before purchasing, please contact our support team at support@sneakerhouse.us.
15. How can I contact customer support?
We're here to help with questions about products, orders, payments, shipping, returns, refunds, and other customer service matters.
Phone: +1 786-949-7506
Email: support@sneakerhouse.us
Store Business Hours:
- (Mon To Fri): 9 AM–5 PM
- (Sat & Sun): Closed (EST)