Did we miss a step? For information about your order, exchanges, recycling, and more, contact us at email@example.com
Do you offer free shipping in the U.S.?
Yes! We offer free ground shipping on all orders in the continental U.S.
How fast is your shipping?
Most of our orders are shipped within 24 hours of purchase from our NYC warehouse, pending availability, credit verification and weather permitting. Once your order is shipped, we estimate you will receive your order within 3-8 business days of its ship date. If you live within the tri-state area, your order will likely arrive sooner!!
Shipping times within the continental U.S. may vary, but rest assured we work our hardest to get you your order as quickly as possible. Any shipping costs are nonrefundable. We do not ship on the weekend or U.S. holidays, and we do not offer Saturday delivery yet. During launch, please allow an additional day or two for processing.
Do you offer overnight shipping?
Not yet, but we will!! Post our initial launch, we will be offering express and overnight shipping for orders within the continental U.S.
Do you ship to P.O. boxes?
Unfortunately, UPS does not deliver to P.O. boxes. If you entered a P.O. box as your delivery address we will reach out to get an alternative address, which may delay your delivery.
How much does international shipping cost?
We currently only ship to Canada for a $20 shipping fee. Please note, taxes and duties are not included and are the responsibility of the customer. You will have to pay these fees separately when your order arrives. Duties and taxes are nonrefundable. For more information, please contact your local customs office. Please note, there is a $30 restocking fee for international order returns.
As we scale our recycling system, we will add additional international countries! please reach out to let us know if we should come to you!!
What is your online return policy?
For online orders, we accept returned sneakers in new condition with all original packaging for a full refund. All returns should be in new, unworn condition without dirty or scuffed soles!!
Return shipping is free for returns within the continental U.S. We also offer returns for our international customers for a $30 restocking fee.
You have 30 calendar days from the day you receive your shipment to postmark your items for return. Your refund will be credited to the same credit card used to make the purchase. Please return your sneakers online through our easy online return process.
Thousand Fell monitors returns to identify potential misuse or abuse of our return policies. We reserve the right to refuse service to anyone.
What if my return is late?
Returns postmarked an additional 7 days outside of the 30 day policy are ineligible for a refund but will automatically be processed for an online credit. Any returns postmarked more than 37 days from the delivery date are ineligible for return and will be automatically reshipped to the customer upon receipt at our warehouse.
What if I need to exchange something for a different size or color?
If you would like to exchange your good(s), please let us know what new size and/or color you would like instead!!! All returns and exchanges must be unworn in new condition with all original packaging. When the return is scanned at our warehouse, we will send the refund or exchange, which generally takes 2 business days from the receipt of the package.
When will I get my refund?
Once we receive your return, please allow 2-3 business days for your return to be processed at our warehouse and then 5-10 business days for your bank to post the refund to your account. Your refund can only be credited back to the original form of payment. We’ll send you an email when our team has processed your refund so you know it’s on the way.