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Frequently Asked Questions

FAQs



CONTACT US

Phone:1.888.777.3949
Mon - Fri 8am - Midnight ET
Sat: 8am - 10pm ET
Sun: 10am - 8pm ET

Live Chat

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!

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 an 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 finishline.com. 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 finishline.com?

    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 finishline.com 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 finishline.com 
    • Use the “Releases” feature in our mobile app
    • Follow us on social media
    • Subscribe to our email list

    By visiting finishline.com 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 finishline.com?
    Not all browsers are created equal. For the smoothest, fastest shopping experience on finishline.com, we recommend using the latest version of any of the following browsers:
    • Google Chrome
    • Mozilla Firefox
    • Apple Safari
    • Microsoft Internet Explorer 11
    • Microsoft Edge

Sizing

  • 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 search for a specific product?

    We currently offer three easy ways to look for a product online:

    1. Search by style number and color code
    2. • These numbers are located in our Finish Line Catalog next to the name of the product you are looking for (example for a Nike product: 307810 - 162). Enter this number into the search box and click the blue magnifying glass button on the right side of the search box and presto!

    3. Search by product name
    4. • If you know the name of the product you want, enter the style name in the search box at the top of each page, and click the blue magnifying glass button to find what you’re looking for.

    5. Search by department using the links at the top of any page
    6. • So "Men", "Women", "Kids", "Sale", "Fan Gear", or "Brands".

  • How do I make a purchase online?

    The purchase process at www.finishline.com is completely secure and is completed in 5 simple steps. Once you find the product that you want to buy, select the size and color. Select "Add to Cart".

    Shopping Cart

    Select "View Cart" from the mini bag to review the items in your shopping cart. After reviewing the items, click "Checkout" or "Checkout with PayPal"

    Sign In

     

    Enter your email address for order and shipment confirmation. If already have a Winners Circle account, enter your user name and password. Even if you forgot your registered info, we can help you with that. Or log in as a guest using your email address. Remember that with each purchase you can earn rewards points towards sweet perks like coupons and exclusive, draft-only releases so create a Winners Circle account with us

    Shipping Address

    Please indicate the destination for the product so we can get it to you as quickly as shipping possible. If your billing and shipping address are the same, check the box indicating this. Select "Continue with Secure Checkout"

    Billing and Payment

    Please indicate the method of payment and the billing address. Enter all coupons or Finish Line Promo Codes. Winners Circle members enter their Winners Circle number.

    Order Review

    Ensure all order information is correct. You may edit your address and payment information. Select "Process Order" to complete checkout.

    Order Confirmation

    Please print the order confirmation page for your records. Also, that's just good practice.

    You may track your order at www.finishline.com using the "Track Your Order" link. Or, Customer Care can help you track your order at 888-777-3949. Please note, the information available on the web is the same as what is available to our Customer Care representatives.

  • What items are not eligible for a discount?

    We promise we're not trying to be the bad guys but here are some items that coupons are currently excluded from. But hey! There are literally thousands of items that we carry so don't let these few products get you down

    • • Select Nike Footwear, Apparel, and Accessories
    • • Select Brand Jordan Footwear, Apparel, and Accessories
    • • Select adidas products, including but not limited to Yeezy, EQT, Lillard, Tubular Shadow, John Wall, Harden, all Boost products including Ultra Boost, Pure Boost X and Nomad Boost, Superstar, Stan Smith, Samba, Top Ten, Supernova, Adilette, and Apparel
    • • Reebok Question
    • All Timberland 6 Inch Boots (Men's and Kids')
    • • Under Armour Curry
    • • Brooks Footwear
    • • Casio

    This list does change from time to time, so be sure to check back often to see what items/product lines have been removed and what has been added.

    In addition, the products listed above DO NOT apply toward minimum purchase amounts.

Payment Information

  • What forms of payment do you accept on finishline.com?
    We currently accept Visa, MasterCard, American Express and Discover cards, PayPal and Finish Line gift cards as forms of payment. 
  • How do I use a Finish Line Gift Card to pay for a purchase on finishline.com?

    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, check or money order.
  • 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 finishline.com. 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 finishline.com. 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 the 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.
       

     

CONTACT US

Phone:1.888.777.3949
Mon - Fri 8am - Midnight ET
Sat: 8am - 10pm ET
Sun: 10am - 8pm ET

Live Chat

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!

 

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 will only be delivered to U.S. residential addresses or P.O. Boxes 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 will only be delivered to U.S. residential addresses or P.O. Boxes 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

 

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

 

*UPS partners with the U.S. postal Service to make Economy deliveries
*Orders that are eligible for free shipping will be sent Economy
*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.

Shipment Times
Product availability will determine when the items in your order will ship. Orders with one or more items may be shipped from separate locations. All Finish Line orders are shipped via UPS.
The availability estimate on each item's product information page refers only to how long it will take to process the order. In transit times will vary based on the order's final destination.

How can I ship to a PO Box?
Based on agreements between the US Post Office (USPS) and UPS, UPS can deliver to USPS owned property via the Economy shipping method only. Please enter your PO Box in the Apt/Suite line on the shipping page.

Why can't I ship to an APO/FPO Box
Finish Line uses United Parcel Service (UPS) to ship products to our customers. Based on agreements between the US Post Office (USPS)and United Parcel Service (UPS), UPS cannot make deliveries to USPS-owned property. If you have an APO box, please make arrangements to have your Finish Line purchase delivered to a physical address where UPS is authorized to deliver. We apologize for any inconvenience this may cause.

Multiple Item Orders
In order to show an expanded inventory online, Finish Line may ship some of the items listed online from one of our nationwide retail stores. Because of this, items in your order may be shipped from separate locations. On certain items, Finish Line reserves the right to restrict product quantities per order at their discretion.

 

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 will only be delivered to U.S. residential addresses or P.O. Boxes 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 will only be delivered to U.S. residential addresses or P.O. Boxes 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

 

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

*UPS partners with the U.S. postal Service to make Economy deliveries
*Orders that are eligible for free shipping will be sent Economy
*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.

Shipment Times
Product availability will determine when the items in your order will ship. Orders with one or more items may be shipped from separate locations. All Finish Line orders are shipped via UPS.
The availability estimate on each item's product information page refers only to how long it will take to process the order. In transit times will vary based on the order's final destination.

How can I ship to a PO Box?
Based on agreements between the US Post Office (USPS) and UPS, UPS can deliver to USPS owned property via the Economy shipping method only. Please enter your PO Box in the Apt/Suite line on the shipping page.

Why can't I ship to an APO/FPO Box
Finish Line uses United Parcel Service (UPS) to ship products to our customers. Based on agreements between the US Post Office (USPS)and United Parcel Service (UPS), UPS cannot make deliveries to USPS-owned property. If you have an APO box, please make arrangements to have your Finish Line purchase delivered to a physical address where UPS is authorized to deliver. We apologize for any inconvenience this may cause.

Multiple Item Orders
In order to show an expanded inventory online, Finish Line may ship some of the items listed online from one of our nationwide retail stores. Because of this, items in your order may be shipped from separate locations. On certain items, Finish Line reserves the right to restrict product quantities per order at their discretion.