Frequently Asked Questions

Contact Us

Ordering Online
  • How do I place an order online?
    Ordering is simple:
    Step 1: Place the desired item in your shopping cart by selecting a size and clicking the 'Add to Cart' button.
    Step 2: Check your shopping cart to confirm you have selected the correct item and size.
    Step 3: Proceed to Shipping and Payment by clicking the 'Checkout' button.
    Step 4: Indicate your preferred shipping method and enter your shipping details. Click ‘Proceed to Payment’
    Step 5: Choose a payment method and enter your payment details.
    Step 6: Review your order and Submit*
    * Note: We begin processing your order as soon as you submit it. Cancellations may not be possible and may result in shipping and handling charges. Please review your cart carefully before submitting and contact our customer service team immediately if you would like to try cancelling or changing your order after submission.
  • How can I pay for my order?
    We currently accept Visa, Mastercard, American Express, and PayPal. For more information, see our Payment page.
  • Which debit cards can I use?
    We accept Visa and Mastercard logo debit cards. Paypal is also offered, which can be linked to your checking account and used similarly as a debit card.
  • Do you keep my credit card on file?
    For security reasons, we do not keep your credit card number on file, even if you have a registered account with us.
  • Do you offer gift cards? Can I pay with a gift card?
    Currently, we do not sell gift cards online or accept them as forms of payment on our website.
  • How can I check my order status?
    If you have set up an account with TheAthletesFoot.com, you can sign in to check your order status. If you do not have an account, you may call Customer Service at 833-568-3823 (toll free) from 8am-12am EST daily (except holidays) with your order number or email TAF_customerservice@theathletesfoot.com.
  • Can I change my order once it has been placed?
    You cannot change an order once it has been placed. Please review your order carefully before submitting. Once we receive your order, we immediately begin processing it for shipment and delivery to your address.
  • Can I cancel my order?
    You cannot cancel an order once it has been placed. Please review your order carefully before submitting. Once we receive your order, we immediately begin processing it for shipment and delivery to your address. Please contact customer service immediately if you have placed an order by mistake. We will do everything we can to help, but it is generally not possible to prevent orders from shipping once they are placed, so you may be responsible for processing, shipping, and/or return fees.
  • What if my order is cancelled?
    When you place your order, a pending payment “hold” is placed on your payment method. This hold is released when your order ships. If we cannot fulfill all or part of your order, you will not be charged for the cancelled items and the hold will be released from your payment method in 2-7 days.
  • Can I save items in my shopping cart to buy them later?
    Yes, you can add items to the shopping cart and check out later, but all our products are offered at a first-come, first-served basis. So, products may still sell out even after you’ve added them to your cart. You will be notified when you check out if items are no longer available that you had previously added to your cart. The best way to ensure you get the items you want is to complete your purchase immediately after adding them to your cart.
  • Can I place orders from outside the US?
    Unfortunately, it is not possible to deliver to addresses abroad. Currently, we offer delivery to addresses in the contiguous 48 states of the United States. If you are looking for delivery in other countries, check our store locator for additional locations.
  • I’m having trouble placing an order. I follow the prompts, but the site seems to be down. Whom should I contact?
    For any technical difficulties you are experiencing with our website, please contact our online call center toll-free at 833-568-3823 (8am-Midnight EST, 7 days a week).
  • I am not able to complete the checkout process. What should I do?
    If you have correctly entered all your information and are unable to complete the checkout process, we may need further information for our security check. Please call us at 833-568-3823 (toll free) between 8am-12am EST daily (except holidays) to verify your information so that we can process your order.

Webstore vs. Retail Locations
  • Are the items sold on the website the same as what’s available at a The Athlete’s Foot retail store?
    TheAthletesFoot.com is operated separately from The Athlete’s Foot retail locations so there may be different styles offered online vs. in stores. For similar reasons, products and services purchased through the website may only be returned or exchanged following the online return policies and not at retail locations.
  • Are the prices online the same as in a The Athlete’s Foot retail store?
    TheAthletesFoot.com is operated separately from The Athlete’s Foot retail locations. Because of this, products, services and related pricing, promotions and discounts available through the website may differ from products, services and related pricing, promotions and discounts available at The Athlete’s Foot retail locations. For similar reasons, products and services purchased through the website may only be returned or exchanged following the online return policies and not at retail locations.

Shipping and Delivery

Pricing

Returns
  • Can I return my order or part of my order?
    You can easily return any unwanted items by using the prepaid return label provided with your order. Returns must meet the following conditions:
    1. Item(s) must be returned within 30 days of purchase.
    2. A Packing Slip with completed Returns section must be included with your return for it to be processed.
    3. Item(s) must be in the original product packaging and both product and packing must be in original condition.
    4. All original (price) tickets and labels must be attached to the item(s).
    5. Item(s) must be complete, unused, unworn and undamaged.
    A $7.95 return processing fee will automatically be deducted from the refund amount. Please note, items purchased online at TheAthletesFoot.com CANNOT be returned to any of our Store locations.
  • How do I return a product?
    1. On the packing slip, indicate the Return Reason code for the item(s) you wish you return.
    2. Pack the item(s) securely in the original product packaging and include a copy of the packing slip in the return package.
    3. Remove all extra labels from the outside of the package and affix the pre-paid, pre-addressed shipping label from the bottom of the packing slip onto the return package.
    4. Drop off the return package at any U.S. post office or arrange for pickup.
    Your return shipment will be assessed in our fulfillment center. Once your return is approved, you will receive a refund, less the return processing fee, for all items returned in good condition. Any items returned that do not meet the above conditions will be returned to you at your expense upon request. Please contact customer service.
    Shipping fees are non-refundable. The return processing fee will automatically be deducted from the refund amount. Return shipments are at the risk of the buyer.
  • Can I return an item I bought online to a The Athlete’s Foot retail store?
    No. TheAthletesFoot.com is operated separately from The Athlete’s Foot retail locations so products purchased through the website may only be returned or exchanged following the online return policies and not at retail locations.
  • If I buy an item at a retail location, can I return it to TheAthletesFoot.com
    No. TheAthletesFoot.com is operated separately from The Athlete’s Foot retail locations so products purchased at a retail location may only be returned to a retail location.
  • Are any items non-returnable?
    Yes, we do not accept returns of used or worn items. Please read our complete Returns Policy for more details.
  • How quickly will I get the money back from my return?
    Your return shipment will be assessed in our fulfillment center. If this has been approved, then the amount to be received will normally be deposited within 10 working days, but no later than 30 days on the original form of payment used when placing the order. It may take two billing cycles for the transaction to appear on your paper statements.

My Account
  • How do I create an account?
    You can create an account by clicking 'Log In' at the top right of the screen and then by clicking 'Create an Account'.
  • Can I order without creating an account?
    Yes. It is possible to order without creating an account. An e-mail address is required so that we can provide updates to your order. Creating an account allows you to store multiple shipping/billing addresses, view and track orders and more.
  • How can I log in?
    You can log in with the combination e-mail address and password. To log in with your e-mail address, you must have previously created an account. If you have not created an account before, you can create one at any time by registering and providing a password.
  • Why can’t I log in?
    Pay attention to uppercase and lowercase letters when entering your password. Is the Caps Lock key not turned on? If you still cannot log in, go to 'Forgot password' and request a new password.
  • I forgot my password. What now?
    You can go to 'Log in' and click on 'Forgot password'. Enter your e-mail address and receive a new password.
  • How do I change my account information?
    If you log in under 'Log in', you can change your details or add information under 'My Account'.
  • I want to delete my account.
    To delete your account, you can send an e-mail from your registered email address with your request to TAF_customerservice@theathletesfoot.com and we will delete your account.

General Inquiries

Privacy, Security and Website Info
  • What is done with my personal data?
    If you have registered for The Athlete's Foot NEWS, placed an online order or have participated in a promotion, your personal data will be used to continue to contact you. The data is not shared with other parties and is not used for other purposes.
  • Is my online payment safe?
    The Athlete's Foot has taken the necessary measures to prevent the loss or misuse of your personal data. This also applies to your payment details and your credit card. The transactions that are carried out on the web shop are secured by Payment Service Provider Adyen. Adyen is a secure payment system that collects your financial data in a secure way and passes them on to the banking institution that carries out the financial transaction. As a result, your bank and payment data are not stored by The Athlete's Foot, but only in the secure environment of Adyen. This means we offer the strongest protection available for your secure data.
  • What is SSL?
    TheAthletesFoot.com uses SSL to secure all data on the entire web shop (contact details, order details, payment details). SSL (Secure Sockets Layer) is an encrypted connection that protects communication over the internet.
  • How do I know that my information is secure?
    You can check in various ways whether you are in a secured zone. All browsers with SSL compatibility show a symbol when working in secure mode. The SSL symbol is a small lock icon, usually near the URL bar or bottom right of the browser. Moreover, in a secure zone the beginning changes the URL from "http" to "https", this means that the SSL protocol is used for communication with the server.

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