Frequently Asked Questions (FAQ)
Frequently Asked Questions
Got questions? We have got answers. Browse through our most common questions below. If you still need help, feel free to contact us.
📦 Orders & Shipping
How long does shipping take?
We process orders within 5-9 business days. Standard shipping typically takes 6-12 business days. Expedited options may be available at checkout.
Do you offer free shipping?
Yes! We offer free standard shipping on qualifying orders. Check our current promotions at checkout for eligibility.
Can I track my order?
Absolutely. Once your order ships, you will receive a confirmation email with a tracking number. You can track your shipment directly from that link.
Do you ship internationally?
Currently, we ship within the United States. International shipping options may be added in the future. Stay tuned!
🔄 Returns & Exchanges
What is your return policy?
We accept returns within 30 days of delivery, provided the item is unused, unworn, and in its original packaging with all tags attached.
How do I start a return?
To initiate a return, please contact our support team with your order number and reason for return. We will guide you through the process.
Are there any items that cannot be returned?
Items that have been worn, washed, or damaged after delivery are not eligible for return. Sale items and gift cards are also final sale.
How long does a refund take?
Once we receive and inspect your return, refunds are processed within 6-12 business days to your original payment method.
Can I exchange for a different size or color?
Yes! We are happy to help with exchanges subject to availability. Contact us and we will sort it out for you.
💳 Payments
What payment methods do you accept?
We accept all major credit and debit cards (Visa, Mastercard, American Express), as well as Shop Pay, Apple Pay, Google Pay, and PayPal.
Is my payment information secure?
Yes. Our store uses SSL encryption and is powered by Shopify — one of the most trusted e-commerce platforms in the world. Your payment data is never stored on our servers.
Can I pay in installments?
Installment payment options may be available at checkout depending on your location and eligibility via Shop Pay Installments.
✅ Product Authenticity
Are your products 100% authentic?
Yes, absolutely. At Primer Kicks, we are committed to selling only 100% authentic sneakers. We do not sell replicas, fakes, or unauthorized products of any kind.
How can I verify authenticity?
All our products come with original packaging, tags, and manufacturer markings. If you have any concerns after receiving your order, please contact us immediately.
📧 Customer Support
How can I contact you?
You can reach our support team through our Contact Page. We aim to respond within 24-48 business hours.
What are your customer support hours?
Our support team is available Monday through Friday, 9 AM – 6 PM (CST).
🐟 Other Questions
Do you have a size guide?
Yes! Each product page includes a size guide to help you find the perfect fit. We recommend measuring your foot and comparing with our size chart before ordering.
What if I received a wrong or damaged item?
We sincerely apologize if this happened. Please contact us within 48 hours of delivery with photos of the item and your order number. We will make it right immediately.
Do you offer discounts or promotions?
Yes! Sign up for our newsletter or follow us on social media to stay updated on exclusive deals, seasonal sales, and new arrivals.
Still have a question? Contact us — we are always happy to help!