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.


OPEN BOX*

Open box items may have served as displays or customer returns. Product may have scuffs, scratches, dents and blemishes. Boxes may show wear, shoes may come in an unbranded box. shoe laces, tissue paper and accessories may not be included.


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


Can I return open box items?
No refunds, exchanges, or replacements. Sales are final.


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, and Nevada.


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
17817 Valley View Ave
Cerritos, CA 90703
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. There will be a 20% restocking fee if your item(s) is returned after 30 days from the shipped date or if the item is not in the original shoe box.
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.


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


SHIPPING

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


PLEASE NOTE: Most orders placed before 1pm PST, ship two business days after the order is placed. For example, an order placed before 1pm PST Monday should ship Wednesday. An order placed before 1pm PST Friday should ship Tuesday.


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

  • 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 One footwear item at full price and receive a second qualifying footwear item at 50% Off.
  • Select brands and/or styles qualify for the 50% off 2nd pair of equal or lesser value promotion.
  • B.O.G.O. cannot be combined with any other discount, reward, price promotion, redemption of Loyalty points, employee discount, or other offer, including Nike Step into Greatness Event or 3 for $20 Pro Club tee shirt or 2 for $30 WSS Short.
  • The following brands are not eligible for 50% discount on the second pair: Nike, Jordan, Adidas, Vans, Timberland, Converse, and Toms.
  • Cannot be used towards the purchase of a gift card. Discount applies to purchase price only.

Standard Coupons/Discounts

  • Must redeem coupon at time of purchase.
  • One transaction per person per offer.
  • Not valid with any other discount, reward, price promotion, 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, Nike Air Force 1’s, Adidas Superstars 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 12, 2017 – December 24, 2017
  • Redemption Dates: December 26, 2017 – January 28, 2018
  • 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, Nike Air Force 1’s, Adidas Superstars 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 ($50)

  • Must purchase $50 in merchandise to redeem the WSS Courtesy Allowance Award.
  • Can be redeemed for merchandise at any WSS store.
  • Only one WSS Courtesy Allowance Award can be redeemed per transaction, per household, per day. Some restrictions apply. Void where prohibited.
  • One time use only. WSS Courtesy Allowance Awards must be used during a single transaction.
  • Not redeemable for cash, credit towards a previous or employee purchase or with any other offer.
  • Not valid on gift card purchases.
  • Cannot be combined with other offers or discounts including WSS employee discount. Discount applies to purchase price only.
  • 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.
  • WSS Courtesy Allowance Awards must be surrendered at time of use.
  • WSS Courtesy Allowance Awards are valid until January 7, 2018.

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 February 4, 2018.