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Customer Care

To protect the health and safety of our associates, we are operating remotely with adjusted hours.

Thank you for your patience as we work hard to meet your needs.

Call in orders are not available at this time.

Monday - Friday 10am - 6:30pm ET Saturday 8am - 4:30pm ET Sunday 10am - 6:30pm ET

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POPULAR TOPICS

  • What is Finish Line's return policy?

    During this time, we’ve relaxed our Return Policy. Any purchase made after March 14, 2020 can be returned to your local store within 45 days of reopening or you can make a return by mail within 60 days of purchase. Visit our Store Locator for more information on store openings.

    If your purchase is not working for you, we’ve got you covered by offering free and easy returns.

    In most cases, whether your purchase was made at a Finish Line store or online at finishline.com, merchandise may be returned with an original sales receipt when the items are:

    • Unworn, in original condition;
    • Returned with price tags still attached (if the returned item is apparel or accessories); 
    • Returned in their original box (if the returned item is footwear); and
    • Returned within 45 days* of the original purchase.

    We reserve the right to determine whether merchandise without an original sales receipt may be returned. If we determine that a return is warranted despite the lack of an original sales receipt, the item(s) can only be exchanged or a store credit issued in the amount of the lowest price at which the item(s) was offered for sale in the 45 day period* prior to the return. No refunds will be provided in these circumstances.

    When returning or exchanging an item, you may be asked to provide your name and phone number. That information and the details of your return will be recorded in a company-wide database that we and our affiliates use to authorized returns, subject to our Privacy Policy.

    If you purchased an item from a Finish Line store, simply return your item at any Finish Line store. Items purchased online can be returned in any Finish Line store or by mail to our warehouse.

    Returned items may be exchanged when returned in store. Items returned by mail may not be exchanged.

    We reserve the right to limit returns or exchanges.

    Items purchased from Finishline.com can only be returned to a Finish Line store. Finish Line stores inside of Macy's do not accept returns from Finishline.com.

  • How do I cancel an order?

    If you need to cancel or change your order, contact Customer Care as soon as possible. We'll do everything we can to accommodate your request, but unfortunately we cannot guarantee that your request will be honored. The time window for cancellations or changes is very short due to our automated, real time order fulfillment processes.

    If part or all of your order is successfully canceled, we will send you an email for your records. 

    Please note:

    • For order changes, once we have confirmed your order, we cannot change or add anything to the order without attempting to cancel it first. 
    • If your order has already shipped, we won't be able to cancel the order. If this happens, simply return the order once you receive it. See our Return Policy for further details. We don’t refund shipping for shipped orders.

     

     

  • 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?

    Free Shipping 
     
    Finish Line offers FREE SHIPPING on any order containing only full-priced item(s) where the order subtotal is more than $30.00, subject to the following terms:
    • Orders are deliverable to U.S. residential and commercial addresses. Orders are deliverable to P.O. Boxes only via Economy Shipping by the U.S. Postal Service (in partnership with UPS).
    • Orders containing any item(s) marked as on sale in addition to any full-priced item(s) are not eligible for this offer.  
    • Some premium and select launch product(s) are not eligible for this offer. Shipping promotion will not be applied to these product(s) at check-out. Gift cards are not eligible for this offer.
    • Minimum order value must be met after application of any discount, coupon, promotion, Winner’s Circle reward. 
    • Minimum order value will be determined before application of all applicable taxes, shipping charges and surcharges.
    • Offer is not available for orders shipped to Alaska or Hawaii. Orders may not be shipped to Puerto Rico, Guam, APO/FPO Boxes or international addresses.
    • Offer cannot be applied to prior, completed purchases.
    • Offer is not available to resellers, wholesalers or diverters.
    • Offer valid for online purchases made at finishline.com only.
    • Finish Line reserves the right to modify or discontinue this offer at any time.
    $7 Flat Rate Shipping
    Finish Line offers $7 FLAT RATE SHIPPING on any order containing any item(s) marked as on sale, subject to the following terms:
    • Orders are deliverable to U.S. residential and commercial addresses. Orders are deliverable to P.O. Boxes only via Economy Shipping by the U.S. Postal Service (in partnership with UPS).
    • Orders containing full-priced item(s) in addition to any item(s) marked as on sale are eligible for this offer.
    • Some premium and select launch product(s) are not eligible for this offer. Shipping promotion will not be applied to these product(s) at check-out.  Gift cards are not eligible for this offer.
    • Offer is not available for orders shipped to Alaska or Hawaii. Orders may not be shipped to Puerto Rico, Guam, APO/FPO Boxes or international addresses.
    • Offer cannot be applied to prior, completed purchases.
    • Offer is not available to resellers, wholesalers or diverters.
    • Offer valid for online purchases made at finishline.com only.
    • Finish Line reserves the right to modify or discontinue this offer at any time.

    Other Shipping Options

    Shipping and handling fees depend on the method of delivery selected at checkout and when the order is placed during the week. Shipping and handling fees may be determined by applicable promotional shipping offers (if any). 

    Continental U.S. Shipping and Handling Fees and Estimated Delivery Ranges:

    Continental U.S. Shipping Information
    Economy *UPS Ground Rush Express
    $7.00* $9.99 $22.99 $32.99
    Alaska and Hawaii
    Economy *UPS Ground Rush Express
    $9.99 $14.99 $22.99 $32.99

    At this time, we do not ship to Puerto Rico, Guam, APO/FPO Boxes or international addresses.

    *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.

    Other terms may apply to Drop Ship Items.
     
    Orders Containing 20 Units or Greater
    Orders containing 20 units or more are subject to increased shipping pricing. We deem orders with 20 units or more to include orders purchasing multiple products totaling 20 or more products or orders purchasing multiple units of a single product totaling 20 or more units, any combination of which are subject to the increased shipping prices.

  • When is my state’s sales tax holiday?

    Certain states offer Sales Tax Holidays during certain times of the year. Generally, these tax holidays relate to back to school purchases related to Finish Line’s business and occur during July and August of each year although the tax holidays may also occur at other times during the year.
     
    Click here for a list of this year’s Sales Tax Holidays in the U.S. and U.S. Territories we do business in.  The list of Sales Tax Holiday dates may change or vary. 
     
    Please be aware:

    • Each state or locality may change its rules from time to time as to what types of products and what dollar thresholds are eligible and not eligible for the holiday exemption from sales tax.
    • Purchases generally must be shipped to a state with a Sales Tax Holiday to be eligible for the state’s Sales Tax Holiday exemption.
    • A state’s Sales Tax Holiday exemption will be applied automatically at checkout on eligible purchases.
       

     

  • How do I return a purchase?

    During this time, we’ve relaxed our Return Policy. Any purchase made after March 14, 2020 can be returned to your local store within 45 days of reopening or you can make a return by mail within 60 days of purchase. Visit our Store Locator for more information on store openings.

    Return of Finish Line Store purchases

    Items purchased at a Finish Line store can be returned at any Finish Line store within 45 days of the original purchase. 

    Returned items may be exchanged when returned in store.

    Items returned must satisfy the requirements of our Return Policy.

    Return of finishline.com purchases
    Items purchased online at finishline.com can be returned in any Finish Line store or by mail within 45 days of the original purchase. 

    Returned items may be exchanged when returned in store. Items returned by mail may not be exchanged. 

    Items returned must satisfy the requirements of our Return Policy.

    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.  Your original form of payment. 

    Authorization numbers are NOT required for return to a store.

    We will issue a refund to your original form of payment.

    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
     

    How do I return an item I bought using Afterpay or Klarna?

    • If you need to return a product bought with Afterpay, please see the Afterpay Return Policy here.
    • If you need to return a product bought with Klarna, please see the Klarna Return Policy here.

     

    Return of purchases from Finish Line shops in Macy's or macys.com

    Items bought at Finish Line shops in Macy's department stores or in the Finish Line section on macys.com can be returned at any Macy's location. These items cannot be returned by mail.

    Items purchased from Finishline.com can only be returned to a Finish Line store. Finish Line stores inside of Macy's do not accept returns from Finishline.com.

    Generally, items returned to a Finish Line shop in Macy’s must satisfy the requirements of our Return Policy. There may be times when you won’t be able to return an item to Macy’s outside of our standard 45-day return period. For example, Macy’s Last Act items must be returned within 30 days of original purchase.

    Return of items that are damaged or that were not ordered
    To return items that are damaged or that were mistakenly shipped to you, please contact Customer Care as soon as possible and no later than 45 days after the original purchase for assistance. 

    Return affidavit
    If Customer Care has asked you to fill out a return affidavit, it is located here.

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!