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Customer Care

Monday - Friday 8am - Midnight  ET
Saturday 8am - 10pm  ET    Sunday 10am - 8pm  ET

Customer Care

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Popular Topics

  • What is Finish Line's return policy?

    In most cases, merchandise may be exchanged with an original sales receipt within 45 days of the original purchase when the items are unworn and in original condition and, if a shoe item, returned in the original box. 

    To return or exchange an item, you will be required to present a valid photo ID* that will be recorded at the time of return. Information from your ID will be retained in a company-wide database of customer return activity that Finish Line and its affiliates use to authorize returns. We reserve the right to limit returns or exchanges regardless of receipt. 

    • All purchases must be returned within 45 days of the original purchase
    • The merchandise should be in unworn conditions.
    • Orders may be returned to your local Finish Line store or by mail using our online returns portal
    • Shipping charges are not refunded for return items.

    *Acceptable forms of ID: U.S. Or Canadian Driver’s License, U.S. State ID, Canadian Province ID, U.S. Military ID, Mexican Voter Registration Card, or Passport. 

    Returns at Finish Line in Macy's
     
    Items bought at a Finish Line store or finishline.com can only be returned at Finish Line. 
    Items bought at Finish Line in Macy's or macys.com can only be returned at Macy's.

  • How do I cancel an order?

    Hey, we know mistakes happen. Maybe you realized you ordered the wrong shoe or your bank account isn't as full as you thought it was. For whatever reason, if you need to cancel your order, call us as soon as possible at 888-777-3949. We'll do everything we can to accommodate your request—because that's how we roll—but unfortunately we cannot guarantee that your request will be honored due to real time order processing.

    NOTE: If your order is already in the shipping process and on the way, we won't be able to cancel the order. If this happens, DON'T PANIC! You have the following two options in this situation:

    1. You can refuse delivery of the product.
    2. You can ship the product back to us. If you choose to ship back to us, we recommend:
    • • You use the same shipper that delivered the product
    • • You insure the item for the full value should anything happen during shipping. Finish Line is not responsible for returned product in transit.

    Please see our Return Policies section for further details. We will not refund shipping for these orders since the order already was shipped.

  • How do I change an order after it has been placed?

    Feeling indecisive? We get it. Sometimes, you need to change your order. See below for more info.

    1. Once we have confirmed your order, we cannot change or add anything to the order without attempting to cancel it first.
    2. All items processed on an order are entered in our inventory management database and cannot be altered once the order has been confirmed.

    What if your order cannot be cancelled? Simply:

    1. Refuse delivery of the product, or
    2. Return the order to us via mail or at one of our stores

    Check out our Return Policies section for more information.

    NOTE: We will not refund shipping for these orders, as the order was already shipped.

  • How much does shipping cost?

    Continental U.S. Shipping Information
      Economy *UPS Ground Rush Express
    First Item $7.00 $9.99 $22.99 $32.99
    Each additional item Free $2.99 $2.99 $2.99
     
    Alaska and Hawaii
    First Item $24.99
    Each additional item $2.99

    Free Shipping on Thousands of Styles and $7 Flat-Rate on Everything Else

    *All items and orders to which this promotion is applied shall be delivered to customer via Economy Shipping. Premium and select launch product are not eligible for any element of this promotional offer and will not be counted towards minimum order value.  A current list of ineligible items can be found Here. Additional exclusions and restrictions may apply.  For free shipping, the minimum order value must be met after application of any discount, coupon, promotion, Winner’s Circle reward and before the application of all taxes, and any otherwise applicable shipping charges and surcharges.  Seven-dollar flat rate shipping applied to all orders which do not meet the minimum order value and do not contain premium or launch product.  This promotional offer is not available for orders shipped to APO/FPO addresses, P.O. boxes or orders shipped to Alaska or Hawaii.  Promotional offer cannot be applied to previous purchases.  Promotional offer is not extended to resellers, wholesalers or diverters.  This offer is available for a limited time only, and Finish Line reserves the right to modify or discontinue this offer at any time. Offer valid for online purchases only. Please refer to our Shipping Rates and Policies for more information.

    *UPS Partners with the U.S. Postal Service to make Economy deliveries

    *Economy deliveries may only be shipped to residential addresses per an agreement between UPS and the US Post Office (USPS). Select from Ground, Rush and Express delivery methods when shipping to commercial addresses.

    Orders that are shipped via the Express or Rush delivery option are not guaranteed to be delivered within a day or two after the order is placed, rather the in-transit times will be faster than the normal 3-5 business days transit time through UPS Ground.

  • When is my state's sales tax holiday?

    Back to school supply lists are out and luckily for you, it's also sales tax free holiday season. All available sales tax holiday dates are listed but may change or vary. Click here for all the sales tax information you need! You can also use our nifty Store Locator to pinpoint the store closest to you. Happy shopping from Finish Line!

    Disclaimers:

    *Purchases must be shipped to state listed below to be eligible for State Tax Holiday exemption

    *State Tax Holiday exemption will be applied automatically at checkout on eligible purchases

  • How do I return a purchase?

                                                   

    Return in Store

    The fastest way to return an item is to do so in one of our stores.
    1.  Your original packing slip
    2.  The item(s) in unworn condition
    3.  Apparel items must have the original tags (unless   problems in manufacturing exist)
    4.  Your original form of payment. *PayPal purchases are refunded in cash
    5.  Authorization numbers are NOT required for return to your local store

    Return by Mail

    Click the “Return By Mail” button below to use our self-service return portal:
    1. Have your order number and billing zip code ready
    2. Select the item(s) you would like to return 
    3. Print your return shipping label
    4. Ship the item(s) with the return label

    Once we receive your return in our warehouse, you will receive a Return Confirmation Email.

    From there, we will issue a refund back to your original form of payment.

    *Items returned by mail are for refund only. For exchanges, damaged items, or mis-shipments please contact customer care. 

    Find a Store Near You          Return By Mail
     
    Returns at Finish Line in Macy's
     
    Items bought at a Finish Line store or finishline.com can only be returned at Finish Line. 
    Items bought at Finish Line in Macy's or macys.com can only be returned at Macy's.

    Returns for Winner's Circle Members

    When merchandise is being returned that was applied to your Winner's Circle account to accumulate rewards points, the point value will be deducted from your Winner's Circle account at the time of the return.

    After 45 days, items may not be returned for any reason.

Customer Care

Monday - Friday 8am - Midnight  ET
Saturday 8am - 10pm  ET    Sunday 10am - 8pm  ET

As much as we'd love to, we can't chat all night. Hit us up during regular business hours and we'll get you taken care of.

Monday - Friday 8am - Midnight ET
Saturday 8am - 10pm ET
Sunday 10am - 8pm ET

Did you know that Finish Line is bilingual? We have Spanish-speaking customer care representatives who are excited to assist you with any questions or issues. Just give us a heads up that you'd like a Spanish-speaking representative help you and we'd be glad to accommodate you!

¿SabÍas que Finish Line ofrece servicio en Español? PermÍtanos la oportunidad de asistirle en su próxima llamada. Tenemos representantes de servicio al cliente dispuesto en ayudar con sus preguntas, dudas o sugerencias. Todo esto en su propio idioma. ¡Esperamos su llamada!