Ordering & Payment
We take Visa, Mastercard, American Express, Discover, Apple Pay and Google Pay. If your card has one of those logos, it'll work. We don't accept wire transfers, cryptocurrency, Venmo, Cash App, or any payment method outside our official checkout system.
Usually it's one of four things: insufficient funds, incorrect billing address that doesn't match what your bank has on file, your bank flagging the transaction as suspicious, or you entered the card details wrong. Contact your bank to see why they rejected the charge, fix whatever the issue is, then try again. We can't manually push payments through.
No. Pick one payment method and use it for the full order total. We don't split payments across multiple cards or combine a gift card with a credit card. One order, one payment source.
Depends on where you live. We charge sales tax where legally required based on your shipping address. This gets calculated automatically at checkout. Some regions have it, some don't. We don't control tax laws, we just follow them.
Immediately when you complete checkout. The charge hits your account right away, not when the order ships. For pre-orders, you pay upfront even though you won't receive the shoes for weeks.
Yes. All transactions are processed through encrypted, PCI compliant payment systems. We don't store your full card details on our servers. Your financial information is protected by industry standard security protocols.
Shipping & Delivery
Standard delivery is 6 to 19 days depending on your location. Urban areas in North America and Western Europe are faster, usually 7 to 12 days. Remote locations, regions with complex customs, or areas with less developed logistics take longer, sometimes the full 19 days. You'll see an estimated delivery window for your specific address at checkout.
Yes, we ship almost everywhere. A few restricted locations exist due to carrier limitations or customs regulations, but if the checkout system accepts your address, we'll ship there.
Orders over $150 USD ship free worldwide. Below that threshold, shipping costs are calculated at checkout based on your location and package weight. You'll see the exact cost before you finalize your order.
Yes. All customs duties, import taxes, and processing fees are included in your order total at checkout. You won't get surprise charges when your package arrives. The price you pay is the complete price.
Every order includes tracking. You'll receive a tracking number via email once your order ships. Use that number on the carrier's website to monitor your package. Tracking updates aren't always real time, especially once packages enter local postal systems in certain countries, but you'll be able to see general progress.
Give it a few days before panicking. Packages sometimes move through multiple checkpoints before tracking systems update. If tracking shows no movement for over a week, contact us and we'll investigate with the carrier.
Check with neighbors, building management, or anyone else who might have accepted the package. Look around your property in case it was left somewhere not obvious. If it's genuinely missing, contact us. We'll work with you and the carrier to figure out what happened, though technically once tracking confirms delivery, it's out of our hands.
If you contact us immediately after placing your order, we might be able to update the address before it ships. Once it's shipped, the address can't be changed. Double check your shipping information before completing checkout.
Returns & Exchanges
You have 30 days from delivery to return unworn shoes in original condition with all packaging, tags, and accessories. Contact us to initiate a return, we'll send you instructions and a return label. Once we receive and inspect the return, you'll get a full refund to your original payment method within 5 to 10 business days.
If you're returning because you changed your mind, ordered the wrong size, or just don't want the shoes, return shipping is your responsibility. If we sent the wrong item, the shoes arrived damaged, or there's a manufacturing defect, we cover return shipping.
We don't do direct exchanges because inventory changes constantly. Return what doesn't fit, get your refund, then place a new order for the size you need if it's still in stock. It's faster and more reliable than waiting for an exchange process.
Items marked as final sale at checkout, certain limited edition releases specified as non returnable, and anything that's been worn outside or shows signs of use beyond trying on indoors. Also, if you've already worn them, walked around outside, got them dirty, or removed tags, they're not returnable.
Once we receive your return and inspect it, refunds are processed within 5 to 10 business days back to your original payment method. The exact timing depends on your bank or credit card company's processing speed.
Depends on whether they were marked as final sale at checkout. If the item said final sale when you bought it, you can't return it. If it was just discounted but not marked final sale, standard return policies apply.
Sizing & Fit
Check our sizing charts and measure your foot in centimeters if you're unsure.
Order the half size that exists. Don't try to make a full size jump work. If your exact size isn't available and you have to choose between too big or too small, go bigger. You can add insoles or wear thicker socks. You can't make tight shoes bigger.
Some brands and models come in wide widths when the manufacturer produces them. This isn't common for most sneakers. If a specific product is available in wide, it'll be listed as a size option.
Stand on a piece of paper with your heel against a wall. Mark where your longest toe ends. Measure from the wall to that mark in centimeters. Do this for both feet and use the larger measurement. Compare it to the CM column in our sizing charts.
Pre-Orders
Pre-orders are for products we don't have in stock yet but expect to receive on a specific date. You pay now, we ship when inventory arrives. It's a way to secure highly anticipated releases before they become generally available.
Check the estimated ship date on the product page where you ordered. That's our best guess based on information from suppliers. Sometimes it ships early. Sometimes it gets delayed. You'll receive email updates if the timeline changes significantly.
Yes, anytime before it ships. Just contact us and request cancellation. You'll get a full refund. Once it ships, standard return policies apply instead.
Pre-orders secure inventory allocation from our suppliers. We're committing resources to hold your pair, and full payment upfront ensures you're serious about the purchase. It also prevents people from pre-ordering multiple sizes with no intention of keeping them all.
We'll email you with the updated estimated ship date. You can choose to wait for the new date or cancel for a full refund. Delays happen due to manufacturing issues, shipping problems, or brands pushing back release dates, all of which are outside our control.
If we don't receive enough inventory to fulfill all pre-orders, we process them in the order received. Early orders get priority. If your order can't be fulfilled, you'll receive a full refund immediately with an explanation of what happened.
Promotions & Discounts
Occasionally. We run promotions around major shopping holidays and sometimes discount seasonal items or overstocked products. Sign up for our email list to hear about sales when they happen.
No, one promo code per order. They don't stack. If you have multiple codes, use whichever one gives you the better discount.
Either it expired, doesn't apply to items in your cart, you're not meeting the minimum purchase requirement, or it's not valid yet. Check the terms of the promotion. If you think it should work and it's not, contact us.
Depends on the specific promotion terms. Some codes exclude already discounted items. Some work on everything. The restrictions are listed in the promotion details.
Sign up for our email newsletter. We send notifications about upcoming sales, new releases, and exclusive promotions to subscribers first.
Account & Orders
No, you can check out as a guest. Creating an account lets you track orders, save addresses, view order history, and check out faster on future purchases, but it's optional.
Use the "forgot password" link on the login page. Enter your email and we'll send reset instructions. Check your spam folder if you don't see it within a few minutes.
If you contact us quickly enough, maybe. Orders get processed fast, usually within a few hours. Once it's shipped, you can't cancel it. You'd have to receive it and return it. If you need to change your shipping address or cancel, email us immediately after ordering and we'll do our best.
Each order has its own tracking number. They ship separately. Check the confirmation email for each individual order to find its tracking info. If you have an account, you can view all your orders and their tracking information in your order history.
Yes, if you create an account, you can securely save payment methods for faster checkout. This is optional and can be managed in your account settings. Saved payment information is stored through our payment processor, not on our servers.
Log into your account and go to account settings. You can update your email, password, shipping addresses, and saved payment methods there.
Contact & Support
Email support@sneakersyard.com or use the live chat on our website during business hours. Response time is within 24 hours for email, immediately for chat when staffed.
Monday through Friday, 10am to 6pm EST. Limited availability on weekends. Closed on major holidays. Messages sent outside these hours get responses when we're back online.
No, we handle support through email and live chat. Most sneaker related issues benefit from visual documentation like photos and screenshots, which work better through written channels. Phone calls also don't create records, which can cause confusion later.
No, we're online only. Everything ships from our warehouse. You can't visit to browse inventory or pick up orders in person.