Safe & Clean
Open Menu

Frequently Asked Questions

Shopping is easy at WSS! Here are some F.A.Q.s to help you complete your order online:


  • ORDERS, PAYMENT, SHIPPING & CLEARANCE
  • RETURNS & EXCHANGES
  • WSS REWARDS
  • MOBILE APP
  • EXCLUSIONS

ORDERS

Will I receive my order in time for Christmas?
Please order by December 11, 2020 to receive in-time for Christmas.


Can I change or cancel my online order?
Once an order has been submitted, we are unable to make any changes or cancellations. Please refer to our 'Returns & Exchanges' section below if you'd like to return or exchange your order.


How can I track my order?
Once your order has shipped, you will receive an email containing the tracking number. If you have an account with shopWSS.com, you can check your order's status by logging into 'My Account' and clicking on 'My Order History.' If you do not have an account, please check your Shipment Confirmation email for a link to track your order. Click here to track your order on the UPS website. Please Note: Tracking is only available after 6 PM Monday-Friday. Orders placed after 6 PM may not be available for tracking until the next business day. For example, if you placed an order on Friday at 6 PM, you may not be able to track the status until Monday.


When will I receive my order?
We know you want your new merchandise fast, so we strive to process every order the minute we receive it. It takes us 24-48 hours to process your order and an additional 7-10 business days for U.P.S. to ship.


What if my order was received damaged, wrong, or partial?
Please refer to our 'Returns & Exchanges' section below if you find any problems with your order.


Can I get a price adjustment?
All prices are final. We do not offer price adjustments. Please refer to our 'Returns & Exchanges' section if you are not satisfied with your purchase.


PAYMENT

What methods of payment do you accept?
We accept Visa, MasterCard, Discover Card, American Express, and PayPal.


Do you accept Gift Cards? Currently, we do not accept gift cards as a form of payment. Gift cards are only accepted for in-store purchases.

Will there be sales tax?
WSS follows all state and local laws and regulations on sales tax. We charge applicable sales tax on all merchandise purchased in Arizona, California, Nevada, and Texas.


When will my credit card be charged?
If you paid by credit card (Not PayPal), your card will be charged once your order has shipped. If multiple items were purchased, we might ship and charge each item separately. If you used PayPal, the full amount of your order will be charged once you submit your order.


What if my credit card was declined?
Please contact your lending institution to resolve this issue.


Are my credit card and personal information secure?
Absolutely! WSS understands the importance of keeping your personal information secure. We offer a safe shopping experience by keeping you secure from identity theft, viruses and credit card fraud through a secure transaction process.
Secure Sockets Layer (SSL Technology) ShopWSS uses Secure Sockets Layer (SSL) technology to provide you with the safest, most secure shopping experience possible. SSL technology enables encryption (scrambling) of sensitive information during your online transactions. All of the forms on our site are secured with SSL technology so your personal information stays safe and out of malicious hands.


SHIPPING


What shipping methods do you use?
We use our trusted partners at UPS for Ground Shipping and SurePost for all outbound orders.


When will my order ship?
Orders are shipped Monday-Saturday. Most orders ship Same Day, but orders placed after 3 PM PST may ship the next day. For example, orders placed after 3 PM PST on Monday may ship Tuesday, and orders placed after 3 PM PST on Saturday may ship Monday. Orders may experience longer processing and delivery time during holidays.


Do you ship to P.O. Boxes?
Yes, we deliver to P.O. Boxes using UPS SurePost.


CLEARANCE*

Clearance items are brand new that are end of stock or discontinued product by the manufacturer. The merchandise may have scuffs, scratches, dents, and blemishes. Boxes may show wear or shoes may come in an unbranded box.


What is the condition of the merchandise?
All items for sale are thoroughly examined and considered unworn.


RETURNS & EXCHANGES

WSS accepts returns for your new, unworn merchandise within 30 days of your order date. Any new Jordan Releases purchased on launch day are not eligible for returns.


IN-STORE RETURNS & EXCHANGES

Can I return my online order in-store?
If you paid with a credit card (not PayPal), you can return your new, unworn merchandise at any of our WSS retail stores within 30 days of the purchase date.


Can I exchange my order in-store?
If you paid with a credit card (not PayPal), you can exchange your new, unworn merchandise at any of our WSS retail stores within 30 days of the purchase date.


Can I return my online order in-store if I paid using PayPal?
If you paid with PayPal and would like to return or exchange your merchandise, please do so by mail. We will cover the cost of shipping the merchandise back to us and exchange the item for another size, color, or style of equal value. To initiate a return or exchange, please call us toll-free at 844-746-7977 or email us at help@shopwss.com.


RETURN/EXCHANGE BY MAIL

Can I return my order by mail?
Yes. To start a return, please follow the Return/Exchange by Mail Instructions below. Non PayPal customers will have to cover the cost of returning their items back to our warehouse.


Can I exchange my order by mail?
Yes, we will cover the cost of shipping the merchandise back to us and exchange the item for another size, color, or style of equal value. To initiate the exchange process, please call us toll-free at 844-746-7977 or email us at help@shopwss.com.


How fast will I receive my refund?
When we receive your returned merchandise, WSS will process your refund to the original form of payment. If you paid with a credit card or PayPal, you will be refunded in 3-5 business days. All refunds go back to the original form of payment. You will receive an email notifying you that your credit was processed. Shipping costs will only be refunded if your return qualifies as a manufacturer's defect or a WSS shipping error.


RETURN/EXCHANGE BY MAIL INSTRUCTIONS


Use a sturdy box or sealable poly bag. Items must be unworn, unaltered, and in the original packaging, including hangers, hang tags, dust bags, and shoe boxes. If you're returning shoe boxes, we recommend using a box to ship your items.


Write Order Number clearly on the outside of the box/bag.
Ship item(s) to:
ATTN: WSS Returns
11600 Alameda St.
Lynwood, CA 90262


Select Shipping Carrier. We suggest using a shipping carrier with tracking and insurance, such as U.P.S., FedEx, or U.S.P.S. Items must be unworn, unaltered, and in the original packaging, including hangers, hang tags, dust bags, and shoe boxes. Orders cannot be returned C.O.D. (Cash on Delivery).


WSS REWARDS


Can I use my WSS Rewards online?
No, but you can use them in the WSS Rewards App.


How can I keep track of my WSS Rewards?
To track points and redeem your WSS Rewards, you can download the WSS Rewards App or speak to a cashier in-store. You can also call our customer service team to find out your points balance.


Are there restrictions for using a WSS Rewards Coupon?
Yes, please read Exclusions below.


I already signed up for a Rewards Card in-store. How can I link my account to the Mobile App?
If you are an existing WSS Rewards member and it is your first time using the new Mobile App, please click the "CREATE ACCOUNT" button to create a new account and re-register. Creating a new account will enable you to track and use your existing points in the Mobile App.


How long does it take for a purchase to be reflected in my rewards point balance?
Your rewards points will appear in your account once your order has shipped.


MOBILE APP

What is the minimum operating system needed to support the WSS Mobile App?
iOS 11 and Android 8.0


Which devices support the WSS Mobile App?
The Mobile App supports the following iOS devices: 6S/6S Plus, S.E., 7/7 Plus, 8/8 Plus, X, XS/XS Max, XR, and 11. The app supports Android devices with O.S. versions 8.0 (Oreo) and above.


Can I use the WSS Mobile App without using my data plan?
An internet connection must be established to experience the full functionality of the Mobile App. If you do not want to use your data plan, try connecting to Wi-Fi instead.


Are there terms and conditions to use the WSS Mobile App?
Yes, please visit our terms and conditions page here: https://www.shopwss.com/content/terms.


Who can use the WSS Mobile App
The Mobile App is available to U.S. residents.


What are the benefits of downloading the WSS Mobile App?
Earn 1 point for each $1 spent in-app or in-store, manage WSS rewards and track points, scan barcodes to see more colors and sizes in-store, get a first look at new promotions and register for New Release digital raffles. For more information, please visit https://www.shopwss.com/content/rewards.


What happens to my personal information once sign up in the WSS Mobile App?
Please view our Privacy Statement here: https://www.shopwss.com/content/privacy.


If your question is not answered in this F.A.Q., you can get additional assistance here:
Email us at wssmobile@shopwss.com or call our customer service line at 844-SHOP-WSS (844-746- 7977).




EXCLUSIONS


Free Shipping for Orders for $99 or More

  • Not valid toward the purchase of Jordan Retros, OGs, AJ 1's, True Flights or Nike Air Force 1's.
  • Shipping will automatically be deducted at checkout.
  • Valid only at www.shopwss.com.
  • Offer is limited to economy delivery within the 48 contiguous United States and AFO/FPO addresses.
  • Entire order must ship to a single address.
  • Does not apply to prior purchases or open orders and cannot be combined with any other discounts, programs, promotions and/or other offers.
  • Customer is responsible for shipping costs on returned merchandise.
  • Promotion may be modified or terminated at any time.
  • Certain restrictions and exclusions may apply.

BOGO 50% Off (when applicable)

  • Buy any one pair of shoes at regular price, get a second qualifying pair of shoes of equal or lesser value at 50% off.
  • Any shoe brand is eligible to be the first regular price pair of shoes.
  • The following shoe brands are excluded as the 50% off second pair of shoes; Nike, Jordan, Adidas, Vans, Converse, Reebok, Timberland and Toms.
  • Valid in-store and online.
  • B.O.G.O. cannot be combined with any other discounts, programs, promotions and/or other offers.
  • B.O.G.O. cannot be combined with the redemption of Loyalty Points or used towards the purchase of a gift card.
  • Discount applies automatically at checkout. 
  • Offers are subject to change without notice.

Loyalty/Rewards Coupons/Discounts

  • Must redeem coupon at time of purchase.
  • One transaction per person per offer.
  • Not valid with any other discounts, programs, promotions and/or other offers.
  • Cannot be combined with the redemption of Loyalty points.
  • Not valid towards the purchase of Jordan Retros, OGs, AJ 1's, True Flights, Nike Air Force 1's or Gift Cards.
  • Not valid for cash or cash equivalent on purchase of gift cards or previously purchased merchandise.
  • Offer may be adjusted in the event of a return or exchange.
  • Items purchased with certificates, coupons or special promotions will result an adjusted refund or exchange amount.

Standard Coupons/Discounts

  • Must redeem coupon at time of purchase.
  • One transaction per person per offer.
  • Not valid with any other discounts, programs, promotions and/or other offers.
  • Cannot be combined with any of the following promotions; B.O.G.O., Nike Step into Greatness Event or 3 for $20 Pro Club tee shirt or 2 for $30 WSS Short.
  • Cannot be combined with the redemption of Loyalty points.
  • Not valid towards the purchase of Jordan Retros, OGs, AJ 1's, True Flights, Nike Air Force 1's or Gift Cards.
  • Not valid for cash or cash equivalent on purchase of gift cards or previously purchased merchandise.
  • Only one non-Rewards promotion code can be used per order.
  • Offer may be adjusted in the event of a return or exchange.
  • Items purchased with certificates, coupons or special promotions will result an adjusted refund or exchange amount.

Sneaker Bucks (when applicable)

  • Distribution Dates: November 9, 2020 – December 24, 2020
  • Redemption Dates: December 26, 2020 – January 24, 2021
  • Void where prohibited. Sneaker Bucks cards must be redeemed and valid only from and through the date issued on the Sneaker Bucks card at any WSS shoe store.
  • Limited to one per person, per transaction. One time use only. Sneaker Bucks card must be used during a single transaction.
  • Not redeemable for cash, credit towards previous or employee purchase or with any other offer.
  • Sneaker Bucks cards are not valid on any other discounts, reward, price promotions, or other offer.
  • Cannot be combined with any of the following promotions; B.O.G.O., Nike Step into Greatness Event or Pro Club - 3 Tees for $20, WSS Athletic Comfort Tees - 3 for $20, WSS Athletic Shorts - 2 for $30, Celia & Qupid - 2 Sandals for $20.
  • Cannot be combined with the redemption of Loyalty points.
  • Not valid towards the purchase of Jordan Retros, OGs, AJ 1's, True Flights, Nike Air Force 1’s or Gift Cards.
  • WSS is not responsible for lost or stolen cards. We reserve the right to refuse service
  • Returns & exchanges are subject to WSS' Return Policy and may only be returned for store credit or exchange.
  • Photocopies and digital versions of the Sneaker Bucks Card will not be accepted. Sneaker Bucks Cards must be surrendered to the WSS sales associate at time of return and/or exchange.
  • Sneaker Bucks card acquired in store, applicable in store only.

WSS + Nike Up to 25% Off (when applicable)

  • Save up to 25% off select Nike styles. Price as marked.
  • May not be combined with any other coupons. (other than WSS Rewards Card Member loyalty points)
  • Items purchased with certificates or special promotions will result an adjusted refund or exchange amount.
  • Other exclusions may apply, please ask store associate for more details.

Courtesy Allowance Awards (30% Off)

  • WSS Courtesy Allowance Awards is only valid in-store only.
  • Can be redeemed for merchandise at any WSS store.
  • Not valid on gift card purchases.
  • Not valid with any other discounts, programs, promotions and/or other offers.
  • No cash value.
  • WSS is not responsible for lost or stolen WSS Courtesy Allowance Awards.
  • We reserve the right to refuse service. Returns & exchanges are subject to WSS' Return Policy and may only be returned for store credit or exchange. Offer does not apply to tax.
  • Photocopies and digital versions of the WSS Courtesy Allowance Award will not be accepted.
  • Must be surrendered at time of use.
  • WSS Courtesy Allowance Awards are valid until March 31, 2020.

Courtesy Allowance Awards (20% Off)

  • WSS Courtesy Allowance Awards is only valid in-store only.
  • Can be redeemed for merchandise at any WSS store.
  • Not valid on gift card purchases.
  • Not valid with any other discounts, programs, promotions and/or other offers.
  • No cash value.
  • WSS is not responsible for lost or stolen WSS Courtesy Allowance Awards.
  • We reserve the right to refuse service. Returns & exchanges are subject to WSS' Return Policy and may only be returned for store credit or exchange. Offer does not apply to tax.
  • Photocopies and digital versions of the WSS Courtesy Allowance Award will not be accepted.
  • Must be surrendered at time of use.
  • WSS Courtesy Allowance Awards are valid until February 5, 2020.