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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.  The item(s) in unworn condition
    3.  Apparel items must have the original tags (unless   problems in manufacturing exist)
    4.  Your original form of payment. *PayPal purchases are refunded in cash
    5.  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          Return By Mail
     
    Returns at Finish Line in Macy's
     
    Items bought at a Finish Line store or finishline.com can only be returned at Finish Line. 
    Items bought at Finish Line in Macy's or macys.com can only be returned at Macy's.

    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?
    'Tis the season to extend our return policy. All purchases between November 15th thru January 1st can be returned until February 15th, 2019. We wish you a wonderful Holiday Season. 
    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 to one of our stores or by mail using our online returns portal 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 using our online returns portal. Please note, we do not accept returns of merchandise purchased at a Finish Line store or online at any Finish Line outlet location by mail.
     
    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.
     
    Returns at Finish Line in Macy's
     
    Items bought at a Finish Line store or finishline.com can only be returned at Finish Line. 
    Items bought at Finish Line in Macy's or macys.com can only be returned at Macy's.
  • 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!

 

Free Shipping on Orders Over $75


This offer for free shipping (“Free Economy Shipping Offer”) applies to Economy shipping on eligible orders with a minimum order value of $75.01 or more. Free shipping is automatically applied in checkout. Minimum order value must be met after application of any Winner’s Circle reward and before the application of all taxes, and any applicable shipping charges and surcharges. Cannot be combined with any other promotional shipping offer, discount or coupon, nor applied to previous purchases. Premium and select launch products may be excluded from this offer at Finish Line’s discretion. This Free Economy Shipping Offer is not extended to resellers, wholesalers or diverters. Not available for orders shipped to APO/FPO addresses, P.O. boxes or orders shipped to Alaska or Hawaii. Availability of qualifying item(s) may vary over the course of this promotion. The Free Economy Shipping Offer is limited to available inventory of qualifying item(s) while supplies last. No rain checks are available. Offer valid for online purchases only. Void where prohibited. Free Economy Shipping Offer is available for a limited time only (12:00 am ET December 3, 2018 through 11:59 pm ET December 13, 2018). Additional exclusions, restrictions and/or Finish Line terms of purchase and return may apply. 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

N/A

N/A

$24.99

N/A

*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.

Drop Ship Items
Certain items we offer for sale may be shipped directly from the manufacturer to you. Currently, these items may only be shipped by Economy method of delivery. Please note, estimated delivery ranges for Drop Ship Items shipped by Economy may vary from our standard estimated delivery ranges for Economy method of delivery.

If an order contains Drop Ship Items and non-Drop Ship Items, the order will be shipped in multiple packages, with the estimated time of delivery determined by whether or not the item to be delivered is a Drop Ship Item. You may receive separate shipment notifications in this case. Drop Ship Items are not available for delivery to Alaska or Hawaii at this time.

There are no shipping and handling fees for the delivery of orders containing Drop Ship Items. The delivery time-frames you see at checkout are estimates only and are based on the method of delivery, include both processing time and the time your item is in transit and start the day after the order is placed. Order fulfillment processing times may vary based on product availability.

Continental U.S. Shipping & Handling Fees and Estimated Delivery
Economy     $7.00     6-8 business days