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FAQ

FREQUENTLY ASKED QUESTIONS

GENERAL INQUIRIES

How is   Sole Cart different from other footwear retailers?

I'm looking for a specific shoe. Do you have it?

If you are looking for a specific shoe, you can search our site by style number and style name as well as by browsing our product categories. Our entire inventory is listed on our website. If you can’t find it here, we don’t currently have it. Restocks are subject to the availability. We are not able to predict when a shoe will be back in inventory or available in a specific size. We also may be able to locate a shoe if it is not available, please use the contact form and provide as much information about the shoe as you can and we will contact you.

Are all products that   Sole Cart sells new and authentic?

Everything is guaranteed authentic and new. We only sell sneakers in brand new and unworn condition. A pair may have been tried on, but it’s always in a controlled environment and on a carpeted surface. 

We do not sell, accept, or otherwise deal with fakes, "grey market" items, or factory variants. All sneakers we sell are carefully and thoroughly inspected for condition and authenticity at multiple checkpoints before they're offered to customers. The staff is trained to identify any and all inconsistencies, and our policy is to decline items that don't meet our standards.

ORDER ADMINISTRATION

What size should I order?

Size is a personal preference so we are not able to make recommendations on fit. However, please note that all sizes on our site are in US sizing. In addition, you can differentiate between mens, womens, kids and children’s sizing with the following keys: 

Womens shoes are denoted with a “w” in front of the size. For example, a w7.5 would be a women’s US size 7.5. 

Kids sizes are unisex and kids styles are noted with the following codes in the style name: 
BG – Boys Grade-School
GG - Girls Grade-School
GS – Grade-School
In addition, kids sizes are noted with a "Y." A 4Y would be a kids size 4 in US sizing. 

Infant, toddler and preschool shoes are noted with the following codes in the style name: 
TD - Toddler
PS - Pre-School
C - Children
Infant sizes are also noted with a "C." An 11C would be an infant size 11 in US sizing.

I need to make changes to or cancel my order. Can you help me?

Unfortunately, our system does not allow us to make changes to an order (size, quantity, style, etc.) once your order has been placed. 

In addition, once your order has been submitted to our shipping department for fulfillment, we are not able to honor requests for cancellations. Please confirm the details of your order carefully before submitting.

I am having a hard time checking out. Can you help me?

We are sorry to hear you are not able to place an order. If you are unable to complete the checkout process, our system will give you an error message. We find that most customers are entering a shipping address that is not the billing address associated with their credit card. Please verify that the information you are entering matches what your bank has on file.

DELIVERY

When will my order arrive?

You can expect your package to arrive within 1 week for domestic addresses and 2-3 weeks for international addresses. Please note that due to unforeseen circumstances – international customs delays, weather delays, etc. – these timelines are approximate. Once your order ships, you will receive a notification from our shipping partner with an estimated delivery date. 

Please note, we do not provide expedited shipping. If you need your order by a specific date, please contact customer service before placing your order.

Can I ship to an address other than my billing address?

At this time, we can only ship orders to the billing address associated with your credit card. 

If you have a Paypal account that is fully verified, we can ship your order to any address that has been verified with your paypal account. Simply enter your desired shipping address as the billing address at checkout and complete your purchase with PayPal.

What happens if my package is returned to you?

Should your order be returned to us, you will be refunded the original purchase price of your order minus the original shipping fee. If you would like us to re-ship your package to you, please contact customer support and we will do our best to accommodate you. For international orders, if your package is returned to us, you will be refunded the purchase price minus the original shipping charge as well as the return shipping charge assessed by our carrier. 

We reserve the right to suspend your account if an excessive number of packages are returned to us.

Are customs and duties included in the shipping fee for international orders?

No. For all international orders, customs and duties due will be billed to you upon delivery of your package.

Will a signature be required when my package is delivered?

Yes

PAYMENT

Why was my order canceled?

There are various reasons for an order being canceled. However, we will notify you in the event that your order cannot be fulfilled along with the reason. Please note: we do reserve the right to refuse or cancel any order, for any reason, at our sole discretion.

CONTACT INFORMATION

I couldn't find an answer to my question. How should I contact   Sole Cart?

You can use the contact form on the bottom of the page, or email us directly info@SolesCart.com

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