FAQs

Factory is a dedicated online retailer specializing in sourcing and reselling authentic, often hard-to-find sneakers and coveted footwear releases. We are passionate about sneaker culture and strive to provide a trusted platform for enthusiasts to discover unique styles with excellent customer service.

Our registered office is located at 1942 Broadway St., STE 314C, Boulder, CO 80302. Please note that this is an administrative office and not a physical retail store. All purchases are conducted online through our website.

Yes. We are committed to offering authentic products. As resellers, we source our inventory through various legitimate channels, including authorized retailer outlets, official brand sales, legitimate overstock acquisitions, and carefully vetted consignment partners or collectors. Every item undergoes our rigorous "Factory Verified" process before being listed.

The "Factory Verified" standard is our internal quality and accuracy assurance process. It involves:

• Thorough Physical Inspection: Checking materials, construction, stitching, condition, and overall presentation against high standards.
• Accuracy Verification: Confirming SKU, size, colorway, and other details match official product information.
• Listing Consistency: Ensuring the item perfectly matches the photos and description on our website.
• Packaging Check: Inspecting the original box and any included accessories for condition and completeness.

This process ensures you receive a quality, authentic product that matches what you ordered.

Unless explicitly stated otherwise in the product description (which is rare), all sneakers sold on Factory are brand new and unworn.

As resellers dealing with limited editions, past-season items, or hard-to-find sneakers, our pricing reflects market value, rarity, sourcing costs, and our verification process. Prices can be higher or sometimes lower than the original retail price depending on these factors.

Simply browse our collection, select the style and size you want on the product page, click the "Add To Cart" button, and then proceed to checkout. Follow the straightforward steps to enter your shipping information and payment details to complete your purchase.

We accept a wide range of secure payment methods, including: Visa, Mastercard, American Express, Apple Pay, Google Pay, and potentially others as indicated during the checkout process.

Absolutely. We prioritize your security. All transactions are processed using secure socket layer (SSL) technology, encrypting your card details during transmission. Your full payment information is used only to complete the transaction and is not stored on our servers.

You have a very limited window to request changes or cancellations. Please contact us at support@factorykick.com with your order number within 5 hours of placing the order. If requested within this timeframe, please note that a 15% management and transaction fee will apply to cancellations. After 5 hours, orders typically enter processing and cannot be modified or canceled.

We offer worldwide shipping. Specific details and estimated delivery times for international destinations are provided during checkout.

Within the United States, we currently do not ship to P.O. Boxes or APO/FPO addresses. Please provide a valid physical street address.

We offer FREE Standard Shipping on all orders, both domestically within the US and internationally.

First, orders take 1-3 business days for processing and verification. After shipping, estimated delivery times are:

• United States: Typically 9-12 business days.
• International: Typically 14 to 17 business days. Delivery times can vary significantly by destination, and more specific estimates are provided at checkout.

Please be aware that potential delays due to customs, carrier issues, weather, or holidays can occur. See our Shipping Policy for more details.

Once your order ships, you will receive an email with a tracking number. You can use this number on the carrier's website or enter it on our dedicated tracking page: https://factorykick.com/shipment-tracking/. Please allow up to 48 hours for tracking information to become active.

No. The price you see at checkout is the final price. Factory handles the necessary taxes and import duties, so you will not be charged additional fees upon delivery.

If your order is damaged during transit, please contact us immediately (within 7 days of delivery) at support@factorykick.com or call +1 (415) 938-9366. Provide your order number and photos of the damaged item and packaging. We will work swiftly to resolve the issue. See our Shipping Policy for details.

Once tracking confirms delivery to your address, Factory is no longer responsible for the package. If you suspect it's lost or stolen after confirmed delivery, please check with neighbors/building management and then contact the shipping carrier directly to report the issue.

You have 14 days from receiving your item to initiate a return for eligible items (defective/damaged/wrong item, or change of mind/sizing issues). Items must be returned unworn, unused, unwashed, with all original tags and in the original, undamaged packaging. Please see our full Refund and Returns Policy for complete details.

Factory covers return shipping costs if the return is due to our error (defective, damaged, wrong item). If you are returning due to a change of mind or a sizing issue, you (the customer) are responsible for the return shipping costs.

Please email our support team at support@factorykick.com within 14 days of delivery, providing your order number and reason for return (include photos if item is damaged/wrong). Do not send items back without receiving authorization and the correct return address from us.

Once we receive and inspect your return (1-3 business days), we will notify you of approval. If approved, we process the refund immediately to your original payment method. However, it may take your bank or card company additional time (often 5-10 business days) to post the funds to your account.

For defective/damaged/wrong items, we will arrange a replacement. For exchanges due to sizing or preference, the best way is to return the original item (following the return process, customer pays shipping) and place a new order for the desired item.

No, you do not need an account. You can complete your purchase using our guest checkout option. However, creating an account allows you to easily track your orders, view your order history, and manage your shipping addresses for faster checkout in the future.

We take your privacy and security seriously. We use industry-standard SSL encryption to protect your data during transmission. Payment details are used only for the transaction and are not stored. Please review our Privacy Policy for more information.

You can reach our customer support team via:

• Email: support@factorykick.com
• Phone: +1 (415) 938-9366
• Contact Form: On our Contact Us page.

Our team is available 9AM - 5PM PST, Mon - Sat. We aim to respond to emails within 24-48 business hours.