Frequently Asked Questions

I just placed an order, can I cancel it?

Yes, you may, unless it has already been fulfilled. Please email us at info@obscuresneakers.com or call us at 786-776-9181

 

I didn't receive a confirmation email, did my order go through?

On large releases, order confirmations can be delayed, and often end up being marked as email spam. As long as you received an order number as part of your checkout, then your order has gone through. Make sure to save your order number for your records.

Why was my credit card charged multiple times?

When you complete a checkout, your credit card company puts an authorization for the order amount on your card. This money has not been paid to Obscure Sneakers, rather your card company has put a hold on it for you while you check out. If your address information fails to validate (maybe your shipping and billing addresses aren't the same), then your payment will be declined. Your credit card company will release the Authorization between 3-5 business days after it is made depending on your bank. If you attempt to checkout multiple times, your card will be Authorized multiple times.

I didn't receive a tracking number, when should I expect it?

If you are a domestic customer, you should receive a shipping confirmation email within 3-5 days of your purchase. If you are an international customer, you should receive a shipping confirmation email within 5-7 days of your purchase. If you don't have it, it's possible that it got sent to your spam folder.

Why isn't my order showing up on the tracking page?

Orders that haven't been shipped or scanned by USPS won't show up on the tracking page. Please allow 3-5 business days for this information to appear.

Tracking is telling me my label has been created, but it's not telling me where it is? Why is this?

This means one of two things: It is being processed currently or USPS missed the initial scan when they picked up your order. Tracking will be updated as soon as USPS scans the shipment. If it does not update for multiple days please contact info@obscuresneakers.com to locate your package.

I made two orders today. Can you combine them into one and refund the balance?

Unfortunately, we are unable to combine shipments on multiple orders.

Which countries do you ship to?

USA, Canada, All of Latin America and Europe.

 

I noticed I entered the wrong postal code/apartment # and the package is now being returned to sender, what are the next steps to have my package reshipped to me?

Once the package has been returned to our Warehouse, we will reach out to the customers in regards to any address issues. Once the package is returned to us, please allow 2-4 business days to reship.

 

I just received my online order. Can I return it for a full refund?

Unfortunately, we do not issue refunds. We offer a store credit, minus an $8 shipping fee, for online returns. 

Can I exchange my item for a higher priced item if I pay the difference?

No. Exchanges are only for items of equal and lesser value. If the exchange is of lesser value, we will provide an online credit for the difference.

 

Will my online gift card expire?

No, fortunately, the gift card that we issue online store credit to will never expire. If by any chance it does, please email info@obscuresneakers.com