Customer Service FAQs
Shipping & Delivery
Orders and Shipping
Where is my order?
As soon as your order is shipped we will offer you access to the online tracking of our courier. There you can find the most up-to-date information available. Please be aware that it might take up to 24 hours from the receipt of your shipping details email before the online tracking is visible. To view the online tracking, please see the following options:
1. After your order has been shipped you will receive an email which contains the link to the online tracking of our courier.
2. If you are a registered customer you can also go to your Order History under My Account. Go to the order details of the order that you want to track and click on the tracking number in the “Order Number” column. This takes you to the courier’s website.
How do I locate my package?
If the shipment tracking status shows “Delivered” and you are unable to locate the shipment, we apologize for the inconvenience, but our website is not responsible for the shipment becoming lost or stolen.
How long does it take to receive my order?
Orders with standard ground delivery will have a transit time of 3-7 business days. Please allow 3-7 business days for processing.
Orders with expedited shipping delivery, placed by 1:00pm EST, will have a transit time of 3 business days. Please allow 1 business day for processing.
Do you ship internationally?
Our website is now shipping to Australia and Canada.
Can I change or cancel my order?
Changing Your Order:
Orders cannot be changed once they have been placed. If applicable, please cancel your order within 30 minutes of submitting the order or return the items and place a new order.
Canceling Your Order:
You may cancel an order within 30 minutes of submitting. For information about refunds or exchanges, please see our Return Policy
What if I was shipped the wrong merchandise?
If you received an item you did not order, please contact our Customer Service team at our website so we can assist you further.
How do I get free shipping?
If your order value is greater than $50, you automatically get Free Shipping.
Why did my order arrive in multiple packages?
Items in your order may ship from different fulfillment locations to get your products to you as quickly as possible. When this happens, your order may arrive in multiple packages and on different days at no additional cost to you. All tracking links will be available in your shipping confirmation emails and accessible from the order details page.
Returns & Exchanges
Returns and Exchanges Policy
RETURNS/EXCHANGES ARE FREE AND SIMPLE.
Item(s) are available for return once they have shipped for online purchases. A full refund, excluding shipping charges, will be issued on unworn and unwashed merchandise with original tags within 30 days to the original form of payment. Items that are beyond 30 days from that date will no longer be eligible for return.
Items marked “Custom Items”, “Clearance”, or “Final Sale” are not eligible for return or exchange. “Custom Items” and items marked “Final Sale” cannot be returned or exchanged and are not subject to price adjustment. “Custom Items” shall mean and include without limitation footwear with patches adhered or affixed to the footwear, footwear with replacement laces and insoles, and used patches.
Products created for collaborations or special events cannot be returned or exchanged unless they’re defective or flawed.
At this time online purchases currently cannot be returned or exchanged in store.
Our returns take up to 10-14 business days to process after we receive the package. Please note that it may take additional time to post your account depending on your bank or financial institution.
As of August 15, we will no longer issue instant credit. We will continue to accept returns and exchanges, but refund will be issued upon receiving your return at our warehouse.
If there is a quality issue with your item, please check our warranty policy for more information.
We reserve the right to refuse returns, replacement shipments, refunds, and exchanges to prevent fraud, suspected fraud, or abuse.
RETURNING ONLINE ORDERS
Want to return an online item? Have your order number and email address ready and follow our simple step-by-step instructions.
- Initiate your return
- Enter your order number and email address
- If the order qualifies, you can choose whether you want to return or exchange
- Select the item(s) you’re returning
- Choose one of the return reasons provided
- Then, Select ‘return items’ in the far right corner
- You should received your prepaid return label through the portal or via email
What is not accepted as a return?
Items we do not accept back:
- Anything worn, altered or washed.
- Shoes that are dirty and more specifically to the outsole, scuffed, worn or returned with missing pieces. (This includes any dirt on the outsole.)
- Items purchased in store or authorized retailers.
- Free gifts or promotional items with retail value.
- Accessories such as Insoles or laces
- Gift cards
- Items marked FINAL SALE.
If your return comes back to us in any of the stated conditions, it will be considered ineligible for return.
How soon will I get my refund?
Drop off your items to your local post office. If eligible, you’ll get your refund typically 10-14 business days.
What if my item arrived damaged or defective?
We stand behind all of our shoes. If your item has arrived defective or flawed, and it’s been less than 60 days since your purchase, please contact our Customer Service team.
See our Warranty Policy for additional details.
What if I was shipped the wrong merchandise?
If you received an item you did not order, please contact our Customer Service team at our website so we can assist you further.
Can I return or exchange a gift card?
The purchaser can make the request for the purchased value or unused balance. Refunds can only be returned to the original payment method. Please contact customer service for assistance.
What is the Colorado retail delivery fee?
As of July 1, 2022, The Colorado Department of Revenue implemented a new non-refundable $0.27 delivery fee that our website is required to collect on shipments to an address in Colorado. The fee is collected once per order and will be reflected on your order confirmation email. Qualifying requests for refunds will be processed minus the non-refundable delivery fee.
I received a notification that my return was delivered. What does this mean?
Once our has received your returned items, please allow 10-14 business days for processing before a refund is issued. Once your refund is processed, depending on your financial institution, please allow an additional 5-7 business days for the refund to reflect on your account. You will receive an email confirmation once the refund has been issued.
General
Are there any restrictions on item(s) purchased during holiday or special promotions?
All promotions are subject to terms and conditions and restrictions may apply.
How do I unsubscribe from text messages?
By enrolling in text messages, you agreed to receive recurring automated promotional and personalized marketing text messages from our website at the cell number used when signing up. Consent is not a condition of any purchase. At any time, you can reply to any text with HELP for help or STOP to cancel. Message frequency varies. Message and data rates may apply. For more information please visit Privacy Policy.
Warranty Policy
Warranty Policy and FAQs
Limited 60 day warranty on our products
This limited warranty gives you specific legal rights and you May also have other rights, which vary from state to state.
We warrant that during the warranty period, the product will be free from defects in materials and workmanship.
We limit the duration and remedies of all implied warranties, including without limitation the warranties of merchantability and fitness for a particular purpose to the duration of this express limited warranty.
Some states do not allow limitations on how long an implied warranty lasts, so the above limitation May not apply to you.
Your warranty is under the sole discretion of our website and failure to follow the required procedures May void your warranty claim.
Our responsibility for defective goods is limited to replacement or refund at our sole discretion as described below in this warranty statement.
Limitation of liability
By purchasing you agree that the remedies described above are your sole and exclusive remedies and our entire liability for any breach of this limited warranty. Our liability shall under no circumstances exceed the actual amount paid by you for the defective product, nor shall we under any circumstances be liable for any consequential, incidental, special or punitive damages or losses, whether direct or indirect.
Some states do not allow the exclusion or limitation of incidental or consequential damages, so the above limitation or exclusion May not apply to you.
Our website is not liable for any damages, losses and/or costs incurred resulting from the loss or usage of our products.
These policies are subject to change without notice.
Who may use this warranty?
We extends this limited warranty only to the consumer who originally purchased the product (“you“). It does not extend to any subsequent owner or other transferees of the product.
What does this warranty cover?
This limited warranty covers defects in materials and workmanship of our website brand products (the “product“) for the Warranty Period as defined below. This limited warranty is only valid for items purchased directly from our website.
What does this warranty not cover?
This limited warranty does not cover any damage due to: (a) transportation; (b) storage; (c) improper use; (d) failure to follow the product instructions or to perform any preventive maintenance; (e) modifications; (f) unauthorized repair; (g) normal wear and tear; or (h) external causes such as accidents, abuse, or other actions or events beyond our reasonable control. Please note that because our website is unable to oversee or control the quality of its products sold by unauthorized sellers, Our website’s warranty is not available for products purchased from unauthorized sellers, unless otherwise prohibited by law.
What is the period of coverage?
This limited warranty starts on the date of your purchase or date of delivery (if later than the date of purchase)and lasts for sixty (60) days (the “Warranty Period“). The Warranty Period is not extended if we replace the product. We may change the availability of this limited warranty at our discretion, but any changes will not be retroactive.
What are your remedies under warranty?
With respect to any defective product during the Warranty Period, we will, in our sole discretion, either: (a) replace such product (or the defective part) free of charge or (b) refund the purchase price of such product. We will also pay for shipping and handling fees to return the repaired or replacement product to you if we elect to or replace the defective product.
How do you obtain warranty services?
To obtain warranty service, you must email our Customer Service Department through the Contact Us form at our website during the Warranty Period.
What is considered a manufactured defect?
The warranty covers defects of workmanship and materials, but does not cover damage caused by accident, improper care, abuse, misuse, negligence, normal wear and tear, or the natural breakdown of colors and material through time, exposure or extensive use.
Terms & Conditions
Promotional Terms and Conditions
Promotional Terms and Conditions
ID.Me Discounts: ID.Me offer codes are applicable for full-price styles only excluding collab styles. Codes cannot be combined with any other discounts or offers, including sale styles. Additional exclusions may apply.
Student Beans Discounts: Student Beans offer codes are applicable to all items excluding collab styles. Codes cannot be combined with any other discounts or offers, including sale styles. Additional exclusions may apply.
Retail Offer: Exclusions apply. Cannot be combined with other discounts. Must scan code at checkout. Not valid on previous purchases. No rainchecks.
Welcome Offer: Email and SMS codes are applicable for full-price styles only. Code cannot be combined with any other discounts or offers, including sale styles. Additional exclusions may apply.
Refer A Friend: Refer a Friend offer codes are applicable for full-price styles only excluding collab styles. Codes cannot be combined with any other discounts or offers, including sale styles. Additional exclusions may apply.
Barstool Podcast: Cannot be combined with gift cards or other discounts and offers. One time use only. Applies to no more than 15 items. Must enter code at checkout. Not valid on previous purchases. No rainchecks. Sales tax, shipping and handling are not included in total discounted purchase calculation. If you return a portion of your purchase all or a portion of the discount may be lost.
Free Shipping: Valid on all orders with a pre-tax subtotal of $50 or more; other discounts applied to your order could change your subtotal. Exclusions apply.
Affiliate Program
Affiliate Program
We truly believe that our success goes hand in hand with the success of our affiliate partners. That’s why we treat every partner with the same dedication we give our customers. Join our affiliate program today.
Highlights of our program include:
- Earn a competitive commission rate of up to 10%
- 14-day cookie—You get credit for orders within 14 days of the original click placed by the customer
- Exclusive newsletters with special content, opportunities, and product launches that you can adapt for your own marketing efforts
- Award-winning Affiliate management team from Gen3 Marketing, dedicated to your success
How do I apply?
Visit our website to apply.
Our affiliate partnerships team will be happy to answer any of your questions about joining or being part of our program. Please note that if you did not receive a confirmation e-mail from Impact when you applied for the program, your application may not have been completed properly and/or the email might be in your spam email folder. Please email our affiliate team at our website with any questions.
CA Supply Chains Act
California Transparency in Supply Chains Act Disclosure
California Transparency in Supply Chains Act Disclosure
The California Transparency in Supply Chains Act requires certain businesses to provide disclosures concerning their efforts to eradicate human trafficking and slavery from their direct supply chains. The disclosure is intended to provide consumers the ability to make more informed choices about the products and services they buy and companies they support. This is our website. California Transparency in Supply Chains Act Disclosure ( ”Disclosure”).
Our website products are manufactured at contracted factories around the world. We strive to ensure all of our products are sourced, produced, and delivered to our customers in a manner that upholds international labor and human rights standards.
As such, our website is committed to the global fight against forced, indentured, involuntary, trafficked, slave, compulsory, and child labor (collectively referred to here as “Coerced Labor”), and has implemented various measures to help ensure our product supply chain is free from such unlawful and unethical practices.
This Disclosure sets out the steps our website takes, or has others take, to ensure that Coerced Labor does not taint our supply chain and serves as a reinforcement of our long-standing policy of conducting business with vendors who share our same values and high ethical standards.
VERIFICATION
our website engages in a series of verification activities to identify, assess and manage the risk of Coerced Labor in our global supply chain. Specifically, we evaluate potential contracted factories against our rigorous standards and require them to agree to our website’s terms of engagement prior to entering our supply chain. By agreeing to our terms of engagement, contracted factories are also bound by our website’s Factory and Supplier Code of Conduct (the “Code of Conduct”). The Code of Conduct was created in line with the Fair Labor Association’s code of conduct and compliance benchmarks; it must be posted in a prominent location inside the factories in the local language(s) of the workers.
The Code of Conduct provides clear guidance on our expectations and addresses topics such as child labor, forced labor, work hours, wages, safety and health, non-discrimination and harassment. our website intends to work with factories who understand that meeting the minimum standards contained in the Code of Conduct is a critical baseline from which manufacturing leadership, continuous improvement, and self-governance must evolve. Factories are expected to monitor their subcontractors and material suppliers and the work environment to ensure compliance with these laws and policies and obtain verification of compliance.
All of our website’s factories and Tier 2 suppliers are also required to sign a Statement of Compliance, verifying that their operations are in compliance with all local laws and customs regarding hiring practices, wages and working conditions as well as the Code of Conduct. our website uses the factory and supplier certifications as well as audits to verify and reduce the risk of Coerced Labor in its product supply chain.
our website also takes steps to assess potential risks related to labor brokers and third-party recruiters in our supply chain. While the use of labor brokers and third-party recruiters in our supply chain is minimal, in each case our website’s and our factories endeavor to require the labor broker or third-party recruiter to agree in writing to comply with all applicable laws and regulations covering their employees.
AUDITS
The issue of where Coerced Labor risks may lie in our supply chain, and how our website assesses and manages those risks, are addressed through our audit processes. We will not knowingly work with factories or suppliers that use Coerced Labor, and utilize an internal monitoring team and accredited third-party auditors to conduct both scheduled and unannounced social compliance audits at our factories and our larger Tier 2 suppliers to evaluate and address risks pertaining to Coerced Labor in accordance with Worldwide Responsible Accredited Production (WRAP) principles.
Internal audits are performed twice per year and external audits are performed at least once per year at our contracted factories and larger 2 suppliers. We inspect for evidence of health and safety concerns, wage and social compliance, forced labor, child labor issues, harassment-free workplace policies, and environmental issues. Members of our website’s supply chain monitoring team review the audits and assign the audited factory a color rating based on the severity of the findings from the audit. The audit rating is one tool used to determine whether the factory and/or its suppliers can remain active and produce for our website.
The presence of Coerced Labor would mean the immediate failure of the audit and the right for our website to require corrective action or terminate the contract with the factory or its supplier.
Beyond auditing, our website engages in numerous activities with our factories to prevent Coerced Labor in our supply chain. This includes continuous improvement programs and capacity-building initiatives.
CERTIFICATION
our website requires all of its contracted factories to sign a manufacturing agreement, which includes a statement that the factory conduct business in compliance with all applicable laws, rules and regulations and the Code of Conduct. Similarly, when the factory sub-contracts materials and/or labor, the Tier 2 suppliers are required to abide by these same compliance standards. Each factory and supplier certifies compliance with these terms and conditions prior to becoming an approved factory by signing a Statement of Compliance.
If our website discovers that one of our contracted factories or its suppliers has violated any applicable laws, rules and regulations or the Code of Conduct, we may choose to cancel any outstanding orders, terminate the business relationship, and/or pursue legal action.
INTERNAL ACCOUNTABILITY
our website maintains and enforces internal accountability standards for our employees which are set forth in our internal Worldwide Code of Ethics (“Code of Ethics”). The Code of Ethics outlines our broad commitment to “comply with all applicable laws, rules and regulations wherever we are located or do business, including applicable trade, tax, labor, employment, and consumer protection laws and regulations. This is the most fundamental policy underlying our website’ commitment to ethical business behavior.”
We encourage any employee to seek guidance if they have questions or concerns. The Code of Ethics also requires that individuals report to their immediate supervisor or a member of our website’s management team any violations of the Code of Ethics, the law, or other our website policy. We will investigate all complaints promptly and thoroughly and expect all individuals to fully and candidly cooperate with such investigation. Non-compliance can result in corrective action, up to and including termination of employments. We may also exercise our right to notify the appropriate authorities of potential violations of applicable laws, rules or regulations.
Additionally, our website has a whistleblower hotline (called the “Ethics Line”) for our employees and third parties with whom we partner to use if they find themselves in a situation which may lead to a violation of our website policies or applicable laws or regulations. Our Ethics Line allows all who report to remain anonymous. We are committed to investigating and promptly responding to concerns, and we enforce a strict anti-retaliation policy for good faith reporting.
TRAINING
our website employees complete online and facilitator-led training on our Code of Ethics as well as other compliance-related topics and sign an acknowledgment and agreement to abide by its principles. Employees are required to complete the training during their first 30 days of employment, and on a yearly basis thereafter. For our employees whose job functions involve overseeing production and/or the auditing of factories, our website additionally provides internal and external training to ensure these individuals are knowledgeable and aware of the risks and most current issues and concerns regarding Coerced Labor.
We also regularly monitor reports and follow the developments of leadership in the industry such as the Footwear Distributors and Retailers of America and the American Apparel and Footwear Association.