FAQ
Frequently Asked Questions
Have a question? You're probably not the first to ask. Browse our FAQs below — and if you still can't find what you're looking for, hit us up at hello@soleplaybama.com or call 334-446-7777.
Pricing & Availability
Pricing and Cross-Company Notice: Sole Play (Dothan, AL) is a separate company from Sole Play ATL — including the Decatur, GA and Lawrenceville, GA locations and soleplayatl.com. Prices, promotions, and availability are set independently and may differ. We do not price-match against, honor promotions from, or accept returns or exchanges for items purchased from Sole Play ATL or soleplayatl.com. All prices are subject to change without notice.
Shipping
How much is shipping?
Apparel and accessories ship at a flat rate of $8.95, with free shipping on apparel and accessory orders over $150. Shoe shipping rates vary based on weight, destination, and shipping speed — rush options cost more. The exact rate for shoes is calculated at checkout.
How long does shipping take?
Orders are processed within 3–5 business days. Once shipped, domestic delivery typically takes 7–10 business days. Order to doorstep is generally 10–15 business days.
What carriers do you use?
FedEx, UPS, and USPS — depending on location and package size. You'll get a tracking number by email once your order ships.
How do I track my order?
Once your order ships, you'll receive an email with your tracking number. You can use that number on the carrier's website to follow your package, or track through your account at soleplaybama.com.
Do you ship internationally?
Yes. International orders typically arrive within 14 business days after processing. All international sales are final — no returns or exchanges. Duties, customs fees, and taxes are the buyer's responsibility.
My package shows delivered but I never received it. What do I do?
Check with neighbors and around your property. If you still can't locate it, file a claim directly with the carrier using your tracking number, then email us at hello@soleplaybama.com with your order number and claim info.
Can I change my shipping address after placing an order?
Contact us as soon as you can at hello@soleplaybama.com or 334-446-7777 and we'll do our best to help before the order ships.
Returns & Exchanges
What is your return window?
You have 14 days from the delivery date to request a return. After 14 days, returns will not be accepted.
How do I start a return?
Log in to your account at soleplaybama.com, go to your order history, select the item you want to return, and choose your reason. Once your request is approved, you'll purchase a return shipping label at your expense and send it back. Do not ship items back before your return is approved.
How do I request an exchange?
Follow the same steps as a return — log in, go to your orders, select the item, and choose 'Exchange' as your reason. In the notes field, include the item name, size, and colorway you want.
What items are final sale?
Sale/markdown items, promotional items, gift cards, undergarments, special/limited releases, mystery boxes, and all international orders.
Can I return shoes if I tried them on indoors?
As long as the shoes are unworn, have original tags attached, and are in their original box in undamaged condition, they may qualify for a return within 14 days.
How long does it take to get my refund?
Approved refunds are processed within 5–10 business days back to your original payment method. Your bank may take additional time to post the credit.
Orders
How do I place an order?
Browse the site, add items to your cart, and check out. You can create an account or check out as a guest.
Can I cancel or modify my order after placing it?
Contact us as soon as possible at hello@soleplaybama.com or 334-446-7777 and we'll do what we can.
I received the wrong item or my item arrived damaged.
Email us at hello@soleplaybama.com with your order number and a photo of the issue. We'll get it sorted at no cost to you.
Can I combine multiple orders to save on shipping?
Unfortunately, we're not able to combine separate orders. Each order is processed independently.
Products
Are your products authentic?
Every product we carry is 100% authentic. We source directly from brands and authorized distributors. We do not sell replicas, counterfeits, or "unauthorized authentics."
Do you carry Nike and Jordan products online?
Nike and Jordan products are not listed on the website — but we can absolutely help you get a pair. DM us on @soleplaybama or call 334-446-7777 and we'll get you the details. You can also visit us in store at 102 Central Park Ave, Suite 1, Dothan, AL.
Can I check if a specific item or size is in stock?
We don't share stock or size availability over DM, phone, or email — for any product. Walk-in customers are first come, first served, and inventory moves throughout the day. The most reliable way to know what's available is to come see us in store.
Do you restock sold-out items?
Most of what we carry — about 90% — is limited and doesn't restock once it's gone. A small selection of streetwear staples may restock depending on brand availability. Follow us on social media for any restock announcements.
How do high-heat releases work?
Most high-heat drops are first come, first served or by raffle. Specific instructions for each release are posted on social media — follow @soleplaybama for raffle details, drop times, and pickup info. We don't share stock info on releases — period.
How do I know what size to order?
Sizing varies by brand. Check the size guide on the product page, or email us at hello@soleplaybama.com with the item and your usual size.
Payment
What payment methods do you accept?
Visa, Mastercard, American Express, Discover, PayPal, Apple Pay, Google Pay, Shop Pay, and Shop Pay Installments.
What is Shop Pay Installments?
Shop Pay Installments lets you split eligible purchases into interest-free payments over time. Terms and eligibility are determined by Affirm.
Do you sell gift cards?
Yes. Sole Play gift cards are available online and in-store. Gift cards are final sale.
Is my payment information secure?
Yes. Our site uses industry-standard SSL encryption, and payment information is processed through Shopify's secure payment infrastructure.
Store Info
Where is Sole Play located?
102 Central Park Avenue, Suite 1, Dothan, AL 36303
What are your store hours?
Tuesday through Saturday, 10AM–7PM. Closed Sunday and Monday. Call 334-446-7777 or check Instagram @soleplaybama for holiday updates.
Do you offer in-store pickup?
Yes. Select the in-store pickup option at checkout (if available). We'll notify you when your order is ready.
How can I contact you?
Email: hello@soleplaybama.com · Phone: 334-446-7777 · Instagram DMs: @soleplaybama. In-store customers come first, so response times can vary on busy days — appreciate your patience.
Can't find the answer you're looking for? Email us at hello@soleplaybama.com — we've got you.
