Customer Support

How can we help?

Orders, sizing, authenticity, returns — find answers fast or reach the team.

Shipping policy

Free shipping for members. Sign up for email + SMS (or create an account) to unlock free standard shipping on every order — no minimum, no code, applied automatically at checkout.

Processing: All orders ship within 24–48 hours Mon–Fri. Weekend orders ship the following Monday.

Delivery: Standard shipping lands in 2–5 business days. UPS Next Day Air and 2nd Day Delivery are available at checkout.

Tracking: You'll get a tracking email the moment your label prints. If tracking hasn't updated 3+ business days after shipment, contact us and we'll file an investigation.

Returns & exchanges

Returns and exchanges are accepted within 7 days of delivery on unworn pairs in original packaging. No restocking fee.

Final sale (not returnable): Chrome Hearts, Collectibles (Pokémon cards, sealed product, graded slabs, trading cards), and Jewelry. Anything marked "Final Sale" on the product page is also non-returnable.

Start it yourself: Open the Returns & Exchanges Portal →

Sign in, pick the order, choose refund, size exchange, or exchange for a different shoe — we'll calculate the price difference automatically. Damaged or wrong item? Email us within 48 hours of delivery with photos and we'll cover return shipping.

Authenticity guarantee

Every pair is sourced directly from the brand or an authorized retailer, then inspected in-house by our team before it ships. Legitmark verification and receipts are available on request.

If we ever get it wrong, you receive a full refund — no questions asked.

Sizing & fit

Every sneaker fits differently — here is our brand-specific size guide covering Nike, Jordan, Adidas, Yeezy, New Balance, ASICS, On, Hoka, Puma, Reebok, UGG, Converse, Vans, and Crocs. Tap to browse all charts with Men's ↔ Women's equivalents:

Quick rules of thumb:

  • Men's ↔ Women's: Women's sizes run ~1.5 bigger than men's (Men's 9 ≈ Women's 10.5).
  • Kids / GS: Grade school sizing is equivalent to US men's numbering (GS 7 = Men's 7).
  • Yeezy 350: Go half a size up. Yeezy Slides: Full size up.
  • Dunks & Air Force 1: Slightly snug — half size up if between sizes.
  • Crocs & Chuck Taylors: Run large — size down half.

Every product page also has a {vendor} Size Guide button that opens this same chart pre-selected to the right brand.

Payments & BNPL

We accept Shop Pay, Apple Pay, Google Pay, PayPal, Affirm, and all major credit cards. Shop Pay Installments and Affirm let you split any order into 4 payments, interest-free.

Orders above $500 use Shop Pay or PayPal for fraud protection. Matching billing and shipping addresses clears orders fastest.

Rates from 0%–36% APR. Payment options through Shop Pay Installments are subject to an eligibility check and are provided by these lending partners: affirm.com/lenders. Options depend on your purchase amount, and a down payment may be required. State notices to consumers affirm.com/licenses.

Store policies

Full policy docs are available here:

Still need a hand?

Our team usually replies within a few hours during store hours (Mon–Sat).

Or email us directly: contact@suprasneakersshop.com