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Frequently Asked Questions


Shopping is easy at WSS! Here are some FAQs to help you place your order online:


ORDERS

How can I change or cancel my shopWSS.com order?
We know you want your new merchandise fast, so we strive to process every order the minute we receive it. Unfortunately, once an order has been placed we are unable to make any changes or cancellations. You can always return your order by following our returns process below.


How can I track my order?
Once your order has shipped, you will receive an email containing the tracking number. If you are a returning customer, you can check your order status by logging into your account. If you are a new customer, please check your shipped order email for a link to track your order.


To track orders shipped 7-10 day Economy:
Please visit the UPS website.


When will I receive my order?
Please refer to the Shipping section below.


What if my order was received damaged, wrong, or partial?
If you find any problems with your order, please refer to our return instructions below.


CLEARANCE*

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


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


PAYMENT

What methods of payment do you accept?
Online: We accept Visa, MasterCard, Discover Card, American Express, and PayPal. In-Store: We accept cash, debit cards, Visa, MasterCard, Discover Card, American Express, and Gift Cards.


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


When will my credit card be charged
Your card will be charged when your order leaves our warehouse. When an order is first placed with WSS, we contact your card's issuing bank to confirm that your credit card has a valid number and has not been reported as lost or stolen. This communication is done by completing an authorization for the full amount of the order. When the authorization is done, this will place a pending hold on the account for the amount of the order. Once your order has shipped, your card will be charged.


What if my card is denied?
Please contact your lender 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.


RETURN BY MAIL

If you are not completely satisfied with your purchase, we accept returns within 30 days of your order date.

Please write your Order Number on the outside of the box.

Ship item(s) to:
ATTN: WSS Returns
11600 Alameda St.
Lynwood, CA 90262
We suggest selecting a shipping carrier with tracking and insurance, such as UPS, FedEx, or USPS. Items must be unworn, unaltered, and in original packaging, including hangers, hang tags, dust bags, and shoe boxes.
Orders cannot be returned C.O.D.


Attention PayPal Customers: If you paid using PayPal and wish to exchange, you will need to return the item(s) for a full credit. To request a pre-paid return label, please call us toll free at 844-746-7977 or email us at help@shopwss.com.


How fast will I receive my refund?
Upon receipt of return, WSS will process your refund back to the original form of payment. You will receive an email notifying you that your credit was processed. Shipping cost will only be refunded if your return is a manufacturer’s defect or a WSS shipping error.

  • Credit Card charges will be refunded in 3 to 5 business days to original card.
  • PayPal charges will be refunded in 3 to 5 business days back to your PayPal account.
  • Gift Cards will be refunded in 10 business days to the original gift card used.


How will gift cards be refunded?
You will receive a credit back to the original gift card for the refunded amount.


RETURN IN-STORE

Rather than returning your order by mail, you may return or exchange your new, unworn merchandise at any of our WSS retail stores within 30 days of the purchase date. However, WSS stores are unable to refund orders paid with PayPal.


SHIPPING


Where do you ship?
We ship to all 50 states within the United States of America.


What shipping methods do you use?
UPS SurePost are our trusted partners for all outbound shipping.

  • For Ground Shipping, we charge a flat rate of $7.99


PLEASE NOTE: Most orders placed before 1pm PST, ship the next day. For example, an order placed before 1pm PST Monday should ship Tuesday. However, orders placed after 1pm PST Saturday will ship Monday.


If you have any other questions, please feel free to contact our customer service team at help@shopwss.com.
Thank you.



EXCLUSIONS


Free Shipping for Orders for $99 or More

  • Not valid toward the purchase of AJ 1's 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, AJ 1's, 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, AJ 1's, 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 11, 2019 – December 24, 2019
  • Redemption Dates: December 26, 2019 – January 26, 2020
  • 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 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, AJ 1's, 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.


General Rewards App Questions


Q: What is the minimum operating system needed to support the WSS Rewards App?

A: iOS 11 and Android 8.0


Q: Which devices support the WSS Rewards App?

A: The Rewards App supports the following iOS devices: 6S/6S Plus, SE, 7/7 Plus, 8/8 Plus, X, XS/XS Max, XR, and 11. The app supports Android devices with OS versions 8.0 (Oreo) and above.


Q: Can I use the WSS Rewards App without using my data plan?

A: An internet connection must be established to experience the full functionality of the Rewards App. If you do not want to use your data plan, try connecting to Wi-Fi instead.


Q: Are there terms and conditions to use the WSS Rewards App?

A: Yes, please visit our terms and conditions page here: https://www.shopwss.com/content/terms


Q: Who can use the WSS Rewards App?

A: The Rewards App is available to U.S. residents.


Q: What are the benefits of downloading the WSS Rewards App?

A: - Sign up and receive 10% off your first purchase: in-store and in-app. (Expires after 24 hours.) Not applicable on shopWSS.com.
- 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.
- Register for New Release raffles


Q: Are there restrictions for loyalty/reward coupons or discounts?

A: - Yes. 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.
- Reward coupons redeemable in-store or in-app only. Not redeemable on shopWSS.com.
- Not valid towards the purchase of Jordan Retros, AJ 1's, 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.


Q: What happens to my personal information once signed up in the WSS Rewards App?

A: Please view our Privacy statement here: https://www.shopwss.com/content/privacy


Q: I already signed up for a Rewards Card in store. How can I link my account to the Rewards App?

A: If you are an existing Rewards member and it is your first-time logging into the new Rewards App, please click the “CREATE ACCOUNT” button and re-register. Existing Rewards Members must CREATE ACCOUNT in the new app to track and use existing points.


Q: How long does it take for a purchase to be reflected in my rewards point balance?

A: Your rewards points will appear in your account once your order has shipped.


Q: If my question is not answered in this FAQ, where can I get additional assistance?

A: You can email us at wssmobile@shopwss.com or call our customer service line at 844-SHOP-WSS (844-746-7977)