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Customer Care

CONTACT US

Sunday - Friday 8am - 10pm ET Saturday 12pm - 6pm ET
  • Phone 1-888-777-3949

  • Email Email

El soporte en español está disponible a través de chat y llamada.

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POPULAR TOPICS

  • What is Finish Line's return policy?

    If your Finish Line 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 or the Finish Line mobile app, merchandise may be returned with an original sales receipt or email containing the applicable order confirmation (collectively, “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 a Sales Receipt may be returned. If we determine that a return is warranted despite the lack of a 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 you are returning or exchanging an item, you may be asked to provide certain personal information for purposes of confirming your purchase or otherwise processing your return (for example, you may be asked for your name, phone number, email address and/or billing address).

    Items purchased in a Finish Line store can be returned at any Finish Line store or any JD Sports store in the U.S. or U.S. Territories. Additional terms may apply (as communicated in Return Policies posted in-store or provided via receipts for in-store purchases).  

    Items purchased online at finishline.com or the Finish Line mobile app can be returned at any Finish Line store or any JD Sports store in the U.S. or U.S. Territories or by mail to the JD Finish Line warehouse. 

    Finish Line shops inside of Macy's do not accept returns of items purchased from a Finish Line store or from finishline.com or the Finish Line mobile app.

    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.

  • 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 for Orders Over $75.

    Finish Line offers FREE SHIPPING for any order where the order subtotal is over $75, subject to the following terms:

    • Orders are deliverable via standard method of delivery to U.S. residential and commercial addresses. Orders are deliverable to P.O. Boxes only via Economy Shipping by the U.S. Postal Service.
    • Offer applies to orders containing full-priced item(s) and/or items marked as on sale if the subtotal of the order is over $75.
    • 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 and STATUS 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 and on the Finish Line mobile app.
    • Finish Line reserves the right to modify or discontinue this offer at any time.

    $8 Flat Rate Shipping

    Finish Line offers $8 FLAT RATE SHIPPING on any order where the order subtotal is $75 or less, subject to the following terms:

    • Orders are deliverable via standard method of delivery to U.S. residential and commercial addresses. Orders are deliverable to P.O. Boxes only via Economy Shipping by the U.S. Postal Service.
    • Offer applies to orders containing full-priced item(s) and/or items marked as on sale if the subtotal of the order is $75 or less.
    • 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.
    • Final order value is order value after application of any discount, coupon, promotion and STATUS reward and before application of any 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 and on the Finish Line mobile app.
    • Finish Line reserves the right to modify or discontinue this offer at any time.

    Other Shipping Options

    Shipping and handling fees depend on the available method of delivery shown and 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).

    Order fulfillment processing times may vary based on product availability and how your item is being shipped. The delivery time-frames you see at checkout are only estimates and are based on the corresponding method of delivery, including both processing time and the time your item is in transit, and start the day after the order is placed.

    Continental U.S. Standard Shipping Information

    Method of Delivery¹Estimated Delivery TimeCost of Shipping²
    Standard4-6 business days$8.00
    Upgraded3-5 business days$10.99
    Rush³2 business days$22.99
    Express³1 business day$32.99

     

    Alaska and Hawaii Standard Shipping Information

    Method of DeliveryEstimated Delivery TimeCost of Shipping¹
    Standard²13-14 business days$10.99
    Upgraded5-6 business days$15.99
    Rush³3 business days$22.99
    Express³1 business day$32.99

     

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

    ¹Subject to periodic promotions offered by Finish Line. Additional terms may apply.

    ²Finish Line engages with multiple carriers, including drop ship vendors, to complete deliveries.

    ³Orders that are shipped via the Rush or Express 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 Upgraded.

     

    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?

    Return of in-store purchases

    Items purchased at a Finish Line store can be returned at any Finish Line store or any JD Sports store in the U.S. or U.S. Territories 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 online purchases in general

    Items purchased online at finishline.com or the Finish Line mobile app can be returned in any Finish Line store or any JD Sports store in the U.S. or U.S. Territories or by mail to the JD Finish Line warehouse 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 of online purchases in store (Recommended Method)

    Want to immediately receive a store credit for your return or a faster refund when you return an item? Then return your item in-store.

    The recommended way to return an item is to return to item to any Finish Line store or any JD Sports store in the U.S. or U.S. Territories. Returning online purchases in-store generally results in a quicker refund to you since the refund process starts when you complete the return in-store (instead of when your mailed-in return is received and processed in our warehouse).

    To make an in-store return of an item purchased online at finishline.com or the Finish Line app, please bring to the store:

    1. your original packing slip; and
    2. your original form of payment. 

    Authorization numbers are NOT required to make a return to a store.

    We will issue a refund to your original form of payment or provide a store credit. 

    Items returned must satisfy the requirements of our Return Policy.

    Find a Store Near You

    Return of online purchases by mail

    Click the “Return By Mail” button below to use the self-service return portal.
     
    Once we receive your return in our JD Finish Line 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 or to report items received as damaged or to report the receipt of the wrong items, please contact Customer Care as soon as possible (and no later than 45 days after the original purchase) for assistance. 

    If you use the “Return By Mail” self-service return portal:

    • Have your order number and billing zip code ready
    • Select the item(s) you would like to return 
    • Print your return shipping label
    • Ship the item(s) with the return label

    Return By Mail

    How do I return an item I bought using Afterpay or Klarna as my form of payment?

     

    If you need to return a product bought using Afterpay as a form of payment, please see the Afterpay Return Policy here.

    If you need to return a product bought using Klarna as a form of payment, please see the Klarna Return Policy here.

    Return of Finish Line purchases in Macy's, macys.com or Macy’s mobile app

    Items bought at Finish Line shops in Macy's department stores or in the Finish Line section on macys.com or Macy’s mobile app can be returned at any Macy's location or to Macy’s warehouse(s). These items cannot be returned in-store at a Finish Line store or a JD Sports store or by mail to the JD Finish Line warehouse.

    Finish Line shops inside of Macy's do not accept returns of items purchased from a Finish Line store, a JD Sports store, finishline.com or the Finish Line mobile app. Macy’s warehouse(s) do not accept returns of items purchased from a Finish Line store or a JD Sports store, finishline.com or the Finish Line mobile app.

    Generally, items returned to a Finish Line shop in Macy’s must satisfy the requirements of our Return Policy. There may be times when Macy’s policies may apply instead of our Return Policy. For example, Macy’s Last Act items must be returned within 30 days of original purchase in accordance with Macy’s policies. 

    Please visit macys.com to learn more about Macy’s policies.

    Return of items that arrive damaged or that were not ordered

    To return items that arrived 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

    Finish Line reserves the right to investigate circumstances concerning the return of items or claims of issues concerning the order, receipt or non-receipt of items. If Customer Care has asked you to fill out a Return Affidavit, it is located here
     

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!