FAQ -- PopSneakers
1. How long does it take to send the product?
If you purchase successfully, you will receive an email with the order information, and we will arrange the delivery for you within 2-4 days. we will also send you tracking number, you can know the delivery information until you receive the shoes, so you don't need to worry, feel free to contact us if you have any questions.
2. What if the product has been purchased successfully, Why is there no delivery information?
If you can't find the delivery information after receiving the tracking number, please wait patiently for two days. The goods have been taken away by the overseas logistics company (DHL Express or EMS Express). They are on the way to the transit warehouse and will arrive at the logistics company. the logistics information will be displayed after the flight takes off. Please do not worry, wait patiently (it is normal for the transfer to not update the logistics information on the way).
3. How can I refund or exchange the products?
Please click on the refund policy
4. Are my shoes equipped with a box? will the shoe box be damaged?
Yes, all shoes are equipped with an unauthorized sneakers box, we upgraded the express package to ensure that the shoe box and the shoes will not be damaged.
5. Is the shoe size standard? How to choose a size?
All of our shoes are of official standard size. If you are not sure how to choose a size, please measure your foot length and refer to the size chart provided on the product page of our website, and then choose the right size; if your instep is tall or fat, we recommend you choose a larger size of the shoes.
6. Can I see the physical pictures of the shoes?
of course you can. You can follow our company's Facebook page, view the videos, and new release information and occasional discounts (6~9 discounts)of the PopSneakers.
7. Can your shoes be wholesale?
If you are a wholesaler, agent, or distributor, please contact customer service.
8. Is my payment on your site secure?
All online payments are safe and secured. Our website has created a secure transaction environment. The ordering system we used is the industry standard for encryption technology to protect your private information registered on our site. The encryption system provides you with security and peace of mind when your browser and local network supports the use of encrypted data transmissions.
9. Can I cancel my order?
Cancellation must be requested before the item has been shipped. We typically processed the order within 24 hours and shipped the item within 24-48 hours. After the item has been shipped, the order cannot be canceled.
10. What should I do if the payment fails?
Usually, the payment failure is due to the slow speed of the Internet, please try again later, "processing" means the transaction is successful. If it fails again, please check if your credit card information and personal information are correct. If your card is invalid, please contact customer service to pay by Western Union or MoneyGram.
11. Who pays the shipping cost? Who pays taxes?
All items are free shipping
The invoice we send to you at a lower price to help you avoid expensive tax. such as $20 USD or $15 USD per pair(Customers in the US, Japan, Australia, Germany, Italy, France, and the UK needn't to pay tariff).
We have sold many pairs of shoes worldwide. If your shoes were held by customs.
12. Why has my delivery information been in the state of customs clearance for a while?
please don’t worry, we will try to ensure that you do receive them, if there is an issue, we will refund the purchase price to you.