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Frequently Asked Questions


Where is my order?

  • How do I track the status of my order and order shipment?

    You can track your order and shipped package a few different ways:

    • Your order confirmation email will have a purchase ID number at the top of the email. Enter that number and your billing zip code into the Track Your Order form on our Customer Care page.  Your order details will appear.  If your order has been shipped, you will see a carrier tracking number that you can click on to track the progress of your order shipment. 
    • You can also sign in to your account online or through the mobile app to view your order history. From there, you can view your order details. To track the progress of your order shipment, you can also click “Track Your Order” on You can track the progress of your order shipment on the mobile app only if you made the purchase as a registered user. 
    • Your order shipment confirmation email will include a carrier tracking number with a link to a Track Your Order page. From there, you can track your page in real-time and sign up to receive tracking updates via text message. 

    For each shipment, you will receive an email notification the day before your package is scheduled to be delivered and you will also receive a delivery confirmation email after delivery. 
    Some other details to consider:

    • When an order ships depends on the availability of the ordered product. Orders with more than one item may be shipped from separate fulfilling locations so you can get all your items as swiftly as possible.
    • Finish Line reserves the right to restrict product quantities per order at our discretion. We may cancel orders that exceed these limits without prior notice. 
    • The estimated delivery time for your order is based on the number of business days it takes to process and pick your order PLUS the carrier’s transit time. Delivery and transit times will vary based on the order's final destination. A business day is considered Monday through Friday, not including holidays. 
  • I didn’t receive my order, but my order tracking details shows it has been delivered. What’s going on?

    If your order tracking details shows that your package was delivered, but you can't find it within 1-2 days of expected delivery:

    • Ensure your shipping address is correct
    • Check for a notice of attempted delivery
    • Search the area of your delivery location for your package, like your mailbox or wherever else you receive mail
    • Check with neighbors to see if someone else received or accepted the package
    • Wait an additional 1-2 days as some packages may be reported as delivered up to 36 hours prior to arrival


  • What if I receive the wrong item or my order is missing an item?
    • If you are missing an item(s), track your order to make sure that there is still not another package on the way. Because we ship items from our warehouse as well as our stores, orders may be completed in multiple shipments. 
    • If you received the package and it contains the wrong item or an item is missing, we’ll work with you to make it right. Please contact Customer Care for instructions on returning the incorrect item and requesting shipment of the correct order.

Finding Your Favorite Products

  • How do I find a specific product?
    Look for products in these easy ways:
    • Search for product name or style number in the search bar at the top of every page.
    • Browse by category, e.g., Men’s Running, using the top navigation at the top of every page.
  • Will my local Finish Line store have the same merchandise as

    Some items may only be available online or only available in select stores.

    If you would like to check to see if a Finish Line store near you has an item you are looking for online, try these two methods:

    • Use our online store locator to contact that store. Have the style number or product name on hand to speed up your product-finding journey.
    • Check out our Buy Online, Pick Up In Store Program to see if your local Finish Line store has the item you are looking for. If it does, you can order it online and pick it up at your local store.
  • When does Finish Line release the hot products?
    If you are looking for a particular shoe to drop, then first check out our Sneaker Release Dates page on or with the “Releases” feature in our mobile app. You can view the upcoming release dates and details for upcoming sneaker releases.

    Some helpful suggestions:

    • You can narrow down the Sneaker Release List by date, gender and brand.
    • You can download a reminder on iCal or Google Calendar.

    All shoes on our Sneaker Release List drop at 10 am ET unless otherwise stated via Finish Line email and/or social media.

  • How can I stay informed about hot releases?
    We know you want your sneakers and we'll do our best to keep you informed about hot releases and product sellouts.
    Five things can help you stay ahead of the game when it comes to the getting the gear you want:

    • Download our mobile app 
    • Check out the Sneaker Release Dates on 
    • Use the “Releases” feature in our mobile app
    • Follow us on social media
    • Subscribe to our email list

    By visiting and our mobile app and keeping up with our social channels and our emails, you’ll stay in the know about launch times, product releases and product sellouts. The more you know, the better chance you have at getting your hands on the hottest products out there.


  • What browser should I use to shop on
    Not all browsers are created equal. For the smoothest, fastest shopping experience on, we recommend using the latest version of any of the following browsers:
    • Google Chrome
    • Mozilla Firefox
    • Apple Safari
    • Microsoft Internet Explorer 11
    • Microsoft Edge


  • What shoe and clothing size will fit me?
    We want you to find your best fit, whether you're shopping for footwear, clothing or accessories. 

    Each product page contains a "Size Chart" link to handy sizing charts beneath the product's available sizes so that you can determine how your size will convert between various genders and ages. Click the "Size Chart" link to view comparative sizing (measured in inches) to best understand typical size suggestions and conversions. For a full listing of our sizing charts, click here.

  • What clothing size will fit me?
    We want you to find your best fit, whether you're shopping for footwear, clothing or accessories. Each product page contains a link to handy sizing charts beneath the product's available sizes. Click the "Size Chart" link to view comparative sizing (measured in inches) to best understand typical size suggestions and conversions. For a full listing of our sizing charts, click here.
  • What If My Kids' Shoes Don't Fit?
    Buy any pair of kids' shoes online and return them for FREE if they don’t fit. Save time, save money and get shoes that actually fit your kiddo. You'll get a "Fit for Sure" without the stress.
    To fully benefit from our Fit 4 Sure offer, keep in mind:

    • Kids' shoes must be unworn when returned
    • Kids' shoes can be returned to a Finish Line store or by mail using this form 
    • A full refund will be issued after forms are filled out and shoes are returned 
    • No additional shipping will be charged for online returns and exchanges

    Click here for more information on the returns process.

    To help you get the right fit for your kids from the get-go, use our Kids' Measuring Guide.

Completing a Purchase

  • How do I make a purchase online?
    You can complete your purchase on in 5 simple steps. 

    Once you find the product that you want to buy, select the style, color and size. Select "Add to Bag".

    1. Shopping Bag 

    ​​Click the “Bag” icon to view the items in your shopping bag. After reviewing the items, click "Proceed to Checkout" or "Checkout with PayPal" (to checkout with PayPal, you will select the “PayPal” method of payment on the Payment & Billing page).

    2. Sign In or continue as Guest

    For express checkout, you can sign in to your Winner’s Circle account. You can create a Winner’s Circle account during the checkout process if you don’t already have one or you can check out as a Guest. 

    If you already have a Winner’s Circle account, sign in by entering your email address and password. If you previously created a Winner’s Circle account and forgot your password, we can help you with that. Click on the “Sign In” link and then the “Forgot Password” link.

    Remember, Winner’s Circle members can earn rewards points with each purchase towards sweet perks like coupons and exclusive, draft-only releases. So, create a Winner’s Circle account with us today.

    3. Shipping 

    Provide the shipping address and destination for your order. If you are checking out using a Winner’s Circle account, the shipping address you previously used will appear. You can use the same address or edit it here. 

    Select the delivery method you want to apply to the order. Shipping charges may apply. Remember, estimated delivery and carrier transit times may vary based on your order's final destination.

    Select "Continue to Payment & Billing".

    4. Payment & Billing

    Select your method of payment and provide the billing address. If your billing and shipping address are the same, you can check the box indicating this.

    If you select “PayPal” or “PayPal Credit”, you’ll be directed to PayPal’s website. You’ll need to sign in on the PayPal website and provide information payment there. You’ll You’ll be able to review your order details on before your order is placed. 

    You can pay using a Finish Line gift card. You can also apply a Finish Line coupon code to your order in the “Purchase Summary” section of the “Payment & Billing” page. 

    To apply Winner’s Circle Rewards to an order, Winner’s Circle members with rewards can enter their Winner’s Circle number and their reward number. 

    Select “Continue to Order Review”.

    5. Order Review and Placement

    Ensure all order information is correct. On this page, you can edit your shipping information and payment and billing information before placing the order. 

    Select "Place Your Order" to complete checkout.

    After placing your order, you’ll be redirected to an Order Confirmation page which will list your order ID number. You’ll also receive an Order Confirmation via email if you provided your email address during the checkout process. Please print the order confirmation page or record your order ID number for your records. 

    You can track your order using the Track Your Order form on the Customer Care page

  • Can I buy an item at and pick it up in store?

    Absolutely! With our Buy Online, Pick Up In Store Program, we do our best to make it easy for you to find the item you want online, purchase it and pick it up in store.

    Before you add an item to your bag, select the "Store Pickup" option. Then, choose the store you'd like to pick the shoes up from by clicking the “Choose Location” link and entering your city and state or zip code. If the item is available at a store near you, select which store you’d like to pick it up at and click “Select & Continue."  At that point, you'll be able to add the item to your shopping bag to pick up in your chosen store.

    Once you have placed your order, you'll receive an Order Confirmation by email. You’ll receive another email when your item is ready to be picked up in-store.

    Help us help you:

    • To avoid your order being canceled, pick up your item in-store within 7 days after you receive the email notification that your item is ready to be picked up.
    • When you pick up your item(s) in store, please bring your confirmation email, a photo ID and the form of payment you used to complete the order with you.


  • How do I place a team order?
    Got a team order to place? Great! We're happy to help. 

    All team orders must be placed within a Finish Line store. Find the nearest store by using our online Store Locator.

  • Does Finish Line offer military discounts?
    If you are serving or have served in any branch of the U.S. Military, you (and your spouse, domestic partner and dependents) may qualify for a 10% discount on in-store purchases in Finish Line stores. 

    Active and veteran and retired U.S. military personnel and members of the Reserves and National Guard qualify for this discount. Civilians who are employed by the Federal government or work on a military base do not qualify for this discount. 

    Valid U.S. Military ID of eligible customer must be presented at time of purchase by eligible customer identified on ID. Valid forms of ID include U.S. Military Services Privilege & Identification Card, Uniformed Services ID Card, DD214, VFW Membership card, Veterans Advantages VetRewards Card, VA Veterans ID Card and American Legion Membership Card. 

    Please note:

    • This discount is not valid on purchase of gift cards. 
    • This discount may be combined with one valid Winners Circle Reward, but may not be combined with any other discount, coupon or offer, prior purchase, exchange or refund. 
    • This discount may be used on purchases of sale items. 
    • This offer is subject to coupon exclusions. 
    • We limit one discount per eligible customer per day. 

    Finish Line reserves the right to modify or cancel this offer at any time.

  • What items are not eligible for a discount?
    Our coupons and other promotional discounts can’t be applied towards the purchase of some of the items we offer for sale, which are listed here. This list does change from time to time, so be sure to check back often for updates. There are a ton of other items that we carry so don't let these few exclusions get you down.

    In addition, the products listed on our exclusions list  DO NOT apply to meet minimum purchase amounts on certain offers we provide.


  • What terms apply for a Last Chance In-Store promotion?
    Finish Line stores may offer Last Chance In-Store promotions from time to time. Merchandise eligible for the promotion is limited to select merchandise in the Finish Line store offering the promotion, but such merchandise may still be available for purchase online at or at other Finish Line store locations. In-store merchandise eligible for the promotion may be full-price or on sale and if purchased, may be returned in accordance with Finish Line's standard return policy. In-store merchandise eligible for the promotion may be limited to select styles and colors.  The promotion is only available while in-store eligible merchandise lasts and is offered at the discretion of the Finish Line store. Additional exclusions and limitations may apply.

Payment Information

  • What forms of payment do you accept on
    We currently accept Visa, MasterCard, American Express, Discover, PayPal, Apple Pay, Afterpay, Klarna and Finish Line gift cards as forms of payment.
  • How do I use a Finish Line Gift Card to pay for a purchase on
    To use a Finish Line Gift Card for an online purchase, during the checkout process, enter the gift card number on the "Payment & Billing" page in the checkout process along with the pin number located on the back of the card (you may need to scratch off to get the pin number). After you "APPLY" the gift card to your Order Total, you may click on "Continue to Order Review". 

    If there is a remaining balance to pay after you apply your gift card, you can enter your debit or credit card information to pay the balance.
    If the gift card you applied covers the order’s Total amount, you will not need to enter your credit card information and you can proceed to the next step in the checkout process. 

    If you have a Finish Line Gift Card that does not have a pin number on the back, please contact Customer Care for assistance.


  • What if I don’t have a credit card to make a purchase with?
    You have the option of using a Visa or MasterCard debit card to make an online purchase. Finish Line Gift Cards and PayPal are other methods of payment we accept for online purchases. However, if you’re unable to pay using one of these methods, please visit a Finish Line store to pay with cash.
  • When is my debit or credit card charged?

    We don't charge your debit or credit card for your order until it ships.

    When an order is first placed with Finish Line, we contact your debit or credit card's issuing financial institution to authorize the transaction. The financial institution confirms whether or not your card is valid and has not been reported as lost or stolen. An authorization to charge results in a pending transaction or hold on your account for the amount of the order. Your debit or credit card will be charged once your order has shipped.

    The financial institution determines how long pending transactions and holds remain on your account. It can vary among financial institutions, so if you have any questions about pending transactions and holds and related charges you see on your account, please contact the appropriate financial institution for assistance.


  • Why isn’t my coupon working?
    If your coupon is not working, verify that the item you are trying to use it with is not on the current list of coupon exclusions. Please view our current coupon exclusions here.

    If no coupon exclusion applies, verify that your shopping bag meets the terms and conditions of the coupon.

    If your shopping bag meets such parameters, verify you’ve entered all information correctly.

    If your coupon is still not working and you believe that it should, we're here to help. Please contact Customer Care if you need assistance. 

  • How do I check my Finish Line Gift Card balance?
    You can check the balance of your Finish Line Gift Card by visiting our Gift Card page at Enter your gift card number and PIN on the back of the gift card, click the "I am not a robot" reCAPTCHA checkbox and then click on "Check Balance". 
  • What if my Finish Line Gift Card doesn’t work?

    First, make sure the Finish Line Gift Card Number and PIN on the back of the gift card are entered correctly. If you are still unable to apply the gift card, there may not be any funds left on the gift card to use. 

    You can check the balance of your Finish Line Gift Card by visiting our Gift Card page at Enter your gift card number and PIN on the back of the gift card, click the "I am not a robot" reCAPTCHA checkbox and then click on "Check Balance".

    If there is a balance on your gift card and the gift card is not being accepted, we're here to help. Please contact Customer Care if you need assistance.

  • Why didn’t my order go through?
    Sometimes, your order may not go through for various reasons. You may have provided incorrect information or your method of payment may otherwise be unavailable. 

    If you are having trouble processing an order online using a debit or credit card, please first contact the debit or credit card provider for verification of your customer information on your form of payment and availability of your method of payment. 

    If you continue to have trouble processing your order after resolving any issues with your method of payment, you can order your product by contacting Customer Care or by visiting a Finish Line store.


  • How is sales tax calculated?

    Finish Line charges and collects applicable sales tax on the merchandise it sells in accordance with state and local laws and remits the tax collected to the applicable state and/or locality.
    Sales tax is calculated on the purchase price of the merchandise and may also be calculated on shipping charges depending on whether the state or locality requires the collection of tax on shipping charges. Generally, the sales tax is determined based upon where the product is to be shipped in accordance with the laws of that state and/or locality.
    The terms contained herein are subject to change as the taxation of online transactions is continually evolving. Finish Line strives to comply with state and local tax laws as they exist currently and continues to monitor and update its taxation policies as those laws change.
    Please go to the "Purchase Summary" on our checkout pages to review the sales tax calculated for your online order. 
    If you have any questions about sales tax you are charged on your order or if you believe your order should be tax exempt, please contact Customer Care. We'd be happy to help you figure it out. 


  • 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.


  • What is Afterpay?
    Use Afterpay to make purchases in equal installments, interest free. See all the Frequently Asked Questions about Afterpay at the bottom of the page here. See the terms of the Afterpay Purchase Payment Agreement here.
  • What is Klarna?
    Use Klarna to make purchases in equal installments, interest free. See all the Frequently Asked Questions about Klarna here