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FAQs

FAQ

ORDERS

  • Can I change or cancel my online order once it has been submitted?

    Once an order has been submitted, we are unable to make any changes or cancellations. Please refer to our 'Returns' section below if you'd like to return your order.

  • Why was my order canceled?

    We reserve the right to limit, decline, or reject any orders for any reason, including but not limited to the product is out-of-stock; your address, billing info, or payment info could not be verified; your order was flagged by our security system; we suspect there is an intent to resell.

    We enforce strict purchase quantity limits per customer during sneaker launches. These limits are set to ensure that a broad range of customers have the opportunity to purchase our limited-edition sneakers. 

    Customers found to be placing multiple orders for the same sneaker release may have theiradditionalorders canceled without notice.

  • 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 theFedEx 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 FedEx to deliver.

  • What if my order was received damaged, wrong, or incomplete?

    The first thing you should do is take pictures to document the condition of the package when it arrived to you. Keep all enclosed packing slips and return labels. You have up to 30 days to contact us so we can launch an investigation and resolve any issues. Please call us toll-free at 844-746-7977 or email us athelp@shopwss.com

  • Can I get a price adjustment?

    All prices are final. We do not offer price adjustments. Please refer to our 'Returns' section if you are not satisfied with your purchase.

BULK PURCHASING & RESELLERS

  • What do we consider to be bulk purchases?

    Bulk purchases include repeat purchases of the same merchandise SKU by the same individual or company, whether in a single transaction or multiple transactions. These purchases are classified as 'Bulk Purchases' and can be identified based on purchaser data, including name, phone number, address, and IP address.

  • Can I return my order if I purchased in bulk?

    Bulk purchases made online are only eligible for WSS's Return policy if the merchandise is defective and within our 30-day return policy. 

  • Can I place a bulk purchase order? 

    WSS reserves the right to refuse, restrict, limit, modify, or cancel Bulk Purchases at any time.

  • Can I use an automated bot to place my order? 

    Using automated bots or scripts for purchasing sneakers on our website or through our mobile app is strictly prohibited. We actively monitor our platforms to detect and prevent any bot activity.

BUY ONLINE, PICKUP INSTORE

  • How long will it take for my order to be ready?

    Once we receive your pick-up order, please allow up to 3 hours for your order to be ready. We may take longer during busy seasons due to high demand.

  • Does the person who placed the order need to pick up the order?

    Yes, the customer who placed the order must pick up the order with a valid ID and Order Number.

  • How long do I need to wait before I pick up my order in-store?

    We can have your order within 3 hours, but during busy seasons, it might take a little longer. We'll email you when your order is ready for pick up.

PAYMENT

  • What methods of payment do you accept?

    We accept Visa, MasterCard, Discover Card, American Express, PayPal, Apple Pay, and Klarna.

  • 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.

  • 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.com 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 forms on our site are secured with SSL technology, so your personal information stays safe and out of malicious hands.

SHIPPING

  • Where do you ship?

    We only ship within the 48 contiguous United States. We do not ship internationally.

  • What shipping methods do you use?

    We use our trusted partners at FedEx for Ground Shipping for all outbound orders.

  • When will my order ship?

    Orders are shipped Monday-Saturday. Most orders ship the 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?

    We do not offer shipping to PO Box, APO/FPO or international shipping. FedEx requires a physical street address. 

    My package was marked as “delivered” but I cannot find it.
    Before contacting us to investigate, please do the following:

    • Check all exterior doors and locations where the package could be on the premises.
    • Check with other members of your household.
    • Check with the front desk, mail rooms, or building security if you live in an apartment complex.
    • Look for a note from your carrier on the door or near the mailbox.

    If you still cannot find your package, please contact us so we can help you contact the carrier and retrieve your lost package.

  • What if my shipment is processed as ‘Returned to Sender’ by the carrier?

    If your package is deemed undeliverable by the carrier and is processed as ‘Return to Sender,’ please call us toll-free at 844-746-7977 or email us at help@shopwss.com to initiate a refund. Unfortunately, we cannot send you a replacement package. You’ll need to submit a new order with updated shipping information.

  • What if I used a freight forwarder?

    Anytime a freight forwarder is used, we are not accountable for any damages, defects, material differences, or losses that arise to products after handing packages off to a freight forwarder.
    We insist that you, as the customer, should refuse goods that are damaged and instruct freight forwarders to do the same. Items missing after being received by you or the freight forwarder will be your responsibility.

CLEARANCE

  • What is the condition of clearance items?

    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

RETURNS

  • What is your return policy?

    We allow items to be returned within 30 days of the original order date. For
    items to be eligible for a return they must be in their original state, unworn,
    unwashed, and with all tags intact. Any item listed as FINAL SALE cannot be
    returned for a refund. Any Jordan purchased on a release day is not
    eligible for a return.

    Please ensure you return the correct item(s) when making a return. WSS is
    not responsible for non-WSS items shipped back to us in error. No compensation
    will be provided for incorrect items sent to WSS.

  • How do I initiate a return for my order?

    We offer one free return label per order. To receive your return label
    please contact us with your order number, the item(s) you’d like to return, and
    the return reason for each item(s). (restrictions apply)

    Once you contact us and your return is approved, we will provide you a link
    to create your return shipping label or generate a QR code to drop off your
    return at any of our participating locations. To see available QR drop-off
    locations please click here. All returns must be in a sturdy box or
    sealable poly bag, with the shipping label clearly affixed to the outside of
    the packaging.

    Please note, all details must be accurate for the return request and when
    filling in the label details. If not, this could delay processing your return
    and/or void it completely.

    If you would like to send back an item(s) for a return on your own, please
    contact us with your order number, the item(s) you’d like to return, and the
    return reason for each item(s). We will provide you with return instructions
    and the correct shipping address to send your return, as they may be different.
    Please ensure that the Invoice Number is clearly written on the outside of the
    box or mailer with the original packing slip inside the box and the shipping
    label clearly affixed to the outside of the packaging.

    We suggest using a verified shipping carrier that offers tracking and
    insurance on their shipments. Please note, packages that arrive COD are not
    accepted and will be denied.

    To contact us to start your return click here. (https://www.shopwss.com/pages/contact-us)

  • Where can I drop off my shipment with my Prepaid label or QR code?

    When you receive a prepaid return label or QR code you can drop-off your
    shipment at any of our authorized drop-off locations. To find a drop-off
    location near you please click here.

    (https://local.fedex.com/en/search)

  • Can I exchange my order?

    Unfortunately, we are no longer able to create exchanges. You can return any unwanted item(s) ordered on shopwss.com and place a new order for your desired item(s). This will ensure that your desired item(s) do not go out of stock and ships to you right away. To initiate the return process, please call us at 844-746-7977 or email us at help@shopwss.com.

  • How long will it take to process my return?

    You can expect your return to be processed in 3-5 days once your return is receivedinto our facilities.During busy seasons, returns can take up to 10 days to process. Once we complete your return, we’ll refund your money to your original form of payment.

  • Can I return my online or mobile app order in a WSS store?

    Unfortunately, no. You can return your new, unworn merchandise within 30 days of purchase date by mail. WSS will cover the cost of one (1) return shipping label per order. To initiate the return process, please call us at 844-746-7977 or email us at help@shopwss.com.

  • How soon will I receive my refund?

    When we receive your returned merchandise, we will process your refund to the original form of payment. You will receive an email notifying you that your refund was processed. Shipping costs will only be refunded if your return qualifies as a manufacturer's defect or a WSS shipping error.

    For Credit card, Apple Pay, or PayPal: Refunds process in 3-5 business days.

    For Klarna: Refunds process within 14 days and may refund separately, mirroring your payment plan.

  • Can I return if I purchased in bulk?

    Bulk purchases made online are only eligible for WSS's Return policy if the merchandise is defective and within our 30-day return policy.

WSS REWARDS

You can track, earn, and redeem your WSS Reward(s) and points by logging into your account on ShopWSS.com or the WSS Mobile App.
  • How can I earn WSS Rewards?

    You can earn 1 point for every $1 spent on ShopWSS.com, the WSS Mobile App, or in-store. Log into your account to ensure you are earning your points on ShopWSS.com and in the WSS Mobile App.

  • How long will it take for my purchase to be reflected in my WSS Rewards Point balance?

    Your rewards points will appear in your account once your order has been reviewed* and shipped. *Bulk orders are not eligible for earning points towards WSS Rewards.

  • 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.

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/pages/terms-conditions.

  • 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?

    Track, earn, and manage points and WSS Rewards, 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 visithttps://www.shopwss.com/pages/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/pages/privacy.

  • If your question is not answered in this F.A.Q., you can get additional assistance here:

    Please 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

    Shipping will automatically be deducted at checkout.

    • Valid only at www.shopwss.com.
    • Offer is limited to Ground Shipping within the 48 contiguous United States addresses.
    • The entire order must ship to a single address.
    • It does not apply to prior purchases or open orders and cannot be combined with any other discounts, programs, promotions, or other offers.
    • The customer is responsible for shipping costs on returned merchandise.
    • Promotion may be modified or terminated at any time.
    • Certain restrictions and exclusions may apply.

  • SALE ON SALE - EXTRA 20% OFF

    • Offer valid online only.
    • Only valid on products marked down less than 35% of the original selling price.
    • Not valid with any other discounts, programs, promotions, or other offers.
    • Cannot be combined with any B.O.G.O. or 2 FOR promotions.
    • Cannot be combined with the redemption of WSS Rewards. 
    • Not valid towards the purchase of Nike Air Force 1’s, Jordan Retros, or Jordan AJ1.
    • Clearance items are excluded from discounts and promotions; their prices are final and not subject to further reductions.
    • Limited to one code per customer.

  • BOGO 50% OFF

    • Buy one item and get the second item of equal or lesser value for half the price.  
    • Valid in-store, in-app and online. 
    • B.O.G.O. cannot be combined with any other discounts, programs, promotions, or other offers. 
    • B.O.G.O. cannot be combined with the redemption of WSS Rewards or used to purchase a gift card. 
    • The discount applies automatically at checkout. 
    • Offers are subject to change without notice. 

  • WSS REWARDS

    • Bulk orders (ordering 4 or more of the same item) are not eligible for earning points.
    • WSS Rewards are redeemable in-store and in-app.
    • Must redeem the coupon at the time of purchase.
    • One transaction per person per offer.
    • Not valid with any other discounts, programs, promotions, or other offers.
    • Not valid towards the purchase of Nike Air Force 1’s, Jordan Retros, Jordan AJ1 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.
    • Items purchased with certificates, coupons, or special promotions will result in an adjusted refund amount.

  • STANDARD COUPONS/DISCOUNTS

    • Must redeem the coupon at the time of purchase.
    • One transaction per person per offer.
    • Not valid with any other discounts, programs, promotions, or other offers.
    • Cannot be combined with any B.O.G.O. or 2 FOR promotions.
    • Cannot be combined with the redemption of Loyalty points.  No cash value.
    • Not valid towards the purchase of Nike Air Force 1’s, Jordan Retros, Jordan AJ1, Adidas Samba/Sambae, Nike Club Fleece, Superstar XLG or Gift Cards.
    • Only one non-Rewards promotion code can be used per order.
    • Offer may be adjusted in the event of a return.
    • Items purchased with certificates, coupons, or special promotions will result in an adjusted refund amount.
    • Clearance items are excluded from discounts and promotions; their prices are final and not subject to further reductions

  • SNEAKER BUCKS

    • Distribution Dates: February 26th, 2024 - March 31st, 2024.
    • Redemption Dates: April 1st, 2024 - May 12th, 2024.
    • Digital Sneaker Bucks cards earned through shopping online will be emailed to qualifying customers on 4/1/24.
    • Purchase $75 in merchandise before taxes to redeem a $25 Sneaker Bucks card.
    • Redeemable at any WSS store, online, or mobile app.
    • Only one (1) Sneaker Bucks card per transaction is redeemable. Some restrictions apply. Void where prohibited.
    • One-time use only; must be used during a single transaction.
    • Limit one per person per transaction.
    • Not redeemable for cash or credit towards previous or employee purchases.
    • Not valid with other discounts, programs, or offers; cannot be combined with any B.O.G.O. or 2 For promotions, the redemption of Loyalty points or other offers or discounts, including a WSS employee discount.
    • Not valid towards the purchase of Nike Air Force 1’s, Jordan Retros, Jordan AJ1s, or Gift Cards.
    • Discount applies to purchase price only.
    • WSS is not responsible for lost or stolen cards.
    • We reserve the right to refuse service.
    • Offer may be adjusted in the event of a return.
    • Sneaker Bucks card must be surrendered at the time of return.
    • Returns are subject to WSS’s Return Policy and may only be returned for store credit or exchange.
    • No photocopies or digital versions of the Sneaker Bucks card will be accepted.

  • WSS + NIKE UP TO 40% OFF

    • Save up to 40% off select Nike styles. Price as marked.
    • May not be combined with any other coupons (other than WSS Rewards loyalty points).
    • Items purchased with certificates or special promotions will result in an adjusted refund amount.
    • Other exclusions may apply; please ask a WSS Team Member for more details.

  • FLORIDA TAX-FREE WEEKS

    • Promotion period: 1/1/23 – 1/14/24
    • Only applicable on items that are $99.99 or less.
    • Applies to most clothing, footwear, backpacks, and certain accessories.
    • Florida residents only.

  • FLORIDA TOOL TIME

    • Promotion period: 9/2/23 – 9/8/23
    • Applies to work boots selling for $175 or less.
    • Florida residents only.

  • TEXAS TAX-FREE WEEKEND

    • Promotion period: 8/11/23 – 8/13/23
    • Only applicable on items that are $99.99 or less.
    • Applies to most clothing, footwear, backpacks, and certain accessories.
    • Texas residents only.