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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!

Returning a Purchase

  • 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.   
    3. The item(s) in unworn condition
    4.  
    5. Apparel items must have the original tags (unless problems in manufacturing exist)
    6.   
    7. Your original form of payment. *PayPal purchases are refunded in cash
    8.   
    9. 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         

    *NOTE: Finish Line stores inside of Macy's do not accept returns from FinishLine.com.

    Return By Mail

        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.

  • 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. 

    *NOTE: 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.

  • 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 4 Sure" without the stress.

    Plus, we make it simple for you to get the most accurate measure with our Kids' Measuring Guide for a great fit the first time.

    Additional Information:

  • Can I return merchandise that has been worn?
    Merchandise not working out? We are sorry to hear that! Unfortunately, normal wear and tear is not warrantied on any merchandise. So, if your dog gets a hold of your new Jordans, there's not a lot we can do. Here's some more helpful info:
    • Exchanges on worn merchandise can only be made when the damage is caused by a manufacturer's defect
    • Items cut or sliced by sharp objects cannot be exchanged
    • From the date of purchase customers are provided 45 days to attempt a return.
    • After 45 days, items may not be returned for any reason.
    • Shipping charges are not refunded for return items.

Cancel and Change Requests

  • 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.

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!