FAQ
Frequently Asked Questions
Have a question? You're probably not the first to ask. If you don't find it here, email hello@soleplaybama.com or call 334-446-7777. Full terms are in our Shipping & Return Policy.
Jump to: Shipping & Delivery · Delivery Problems, Lost & Stolen Packages · Canada, Customs & Duties · Returns & Exchanges · Damaged, Defective or Wrong Item · Payments, Refunds & Disputes · Orders · Products · Store Info
Shipping & Delivery
Where do you ship?
The United States and Canada. We are not able to accept orders for delivery to any other country at this time.
How much is shipping?
Apparel and accessories ship at a flat $6.99. Footwear ships at a flat $9.99. All U.S. orders of $75 or more ship free — including sale, clearance, and final-sale items. Canadian orders are rated by DHL at checkout and are not eligible for free shipping.
How fast do you ship?
Most orders ship within 2–3 business days of purchase. During high-demand periods or around holidays, allow up to 5 business days. Once shipped, U.S. delivery typically takes 3–7 business days depending on the carrier and your distance from Dothan, AL. Processing time and transit time are separate.
What carriers do you use?
USPS, UPS, or FedEx for U.S. orders — chosen by package size and destination. DHL Express or DHL eCommerce for Canada. You'll get a tracking number by email once your order ships.
Do you ship to P.O. boxes?
Yes, to U.S. P.O. boxes, via USPS only.
Do you ship to APO/FPO or military addresses?
We can ship to APO/FPO addresses via USPS. Transit times are longer and are outside our control, and tracking often stops updating once the package enters the military mail system.
Is a signature required?
On higher-value orders we may require signature on delivery, at our discretion. If your order requires a signature and no one is available, the carrier will leave a notice and attempt redelivery or hold it at a local facility.
How do I track my order?
You'll receive a shipping confirmation email with a tracking number. Use it on the carrier's site, or check your account at soleplaybama.com. If you never received that email, check spam and promotions folders first, then email us with your order number.
Can I change my shipping address after ordering?
Contact us immediately at hello@soleplaybama.com or 334-446-7777. If the order hasn't shipped, we'll update it. Once a package has shipped we cannot redirect, recall, or reroute it — that's the carrier's system, not ours.
Can I cancel my order?
Yes — free, any time before it's handed to the carrier. Email or call us with your order number and we'll cancel and refund in full, including shipping and tax, with no restocking fee. Once it ships, it becomes a return and the return terms apply.
My order hasn't shipped yet. What's going on?
If it's been longer than the processing window above, email us. If we can't ship within our stated processing time, we'll contact you and give you the choice to accept a new date or cancel for a full refund.
Can I combine orders or add an item to an existing order?
We're not able to combine or modify orders once placed. Each order is processed independently.
Do you offer in-store pickup?
Yes, when the option is available at checkout. We'll notify you when your order is ready. Bring your ID and order confirmation.
Delivery Problems, Lost & Stolen Packages
First, the rule that governs all of this.
Sole Play's responsibility for a shipment ends when the carrier takes possession of it. At that moment title and risk of loss pass to you. We are a retailer, not a shipping carrier — once a package is in the carrier's network we cannot locate it, recall it, redirect it, speed it up, or influence delivery in any way. We are not responsible for, and do not refund or replace, packages that after carrier hand-off are lost, stolen, delayed, misdelivered, refused, damaged in transit, seized by customs, or reported delivered but not received. We will always help you build a carrier claim — that is the assistance available to us.
Tracking says delivered but I never got it. What do I do?
Do these five things, in order:
- Check every door, porch, side gate, garage, bushes, and any parcel locker or mailroom.
- Ask household members, neighbors, a front desk, or a building manager — misdelivery to a neighbor is the single most common cause.
- Wait 24 hours. Carriers sometimes scan "delivered" before the package is physically dropped, and it often shows up the next day.
- Contact the carrier directly with your tracking number and open a trace/investigation. They can pull GPS delivery data and driver notes that we cannot see.
- Email us at hello@soleplaybama.com with your order number, tracking number, and any claim number within 7 days of the delivery scan.
A carrier tracking record showing "delivered" to the address you gave us is treated as proof of delivery unless you can provide information establishing otherwise. We are not obligated to refund or replace an order the carrier reports as delivered, though we review every case and may make an exception at our discretion.
My package was stolen off my porch.
Porch theft after delivery is not something Sole Play can refund or replace — the package was delivered, and risk of loss had already passed to you. Your options are: (a) a claim under shipping protection if you purchased it at checkout, (b) a police report and a claim with your homeowner's or renter's insurance, and (c) a carrier claim if the carrier's delivery was negligent. We'll provide tracking records and documentation for any of these. Going forward, consider shipping to your workplace, a parcel locker, or a carrier hold-for-pickup location.
What does shipping protection cover, and how do I claim it?
When offered at checkout, shipping protection is the only coverage available for a package lost, stolen, or damaged in transit. It's administered by the protection provider, not by Sole Play, and claims are decided by them. Start a claim on our Shipping Protection Claim page with your order number and tracking number. We strongly recommend adding it — it costs a fraction of the order and is the difference between a covered loss and an uncovered one.
I declined shipping protection and my package is gone.
Declining protection means accepting the risk of loss after carrier hand-off. We'll still give you every document you need to pursue the carrier, and we'll file the claim ourselves where the carrier requires the shipper to open it — but we can't refund or replace the order.
My tracking hasn't updated in several days. Is it lost?
Usually not. Packages routinely go quiet for 2–4 days between hub scans, and longer during peak season, weather events, or carrier backlogs. If there's been no movement for 7 or more days, contact the carrier to open a trace, then email us your order and tracking numbers and we'll support the claim.
How long before a package is officially "lost"?
That's the carrier's call, and each has its own threshold — typically 7–15 business days of no movement for domestic service, longer for international. The carrier's trace outcome determines everything; we don't make that determination and can't override it.
Who files the carrier claim — me or you?
Whoever the carrier's rules allow. Most carriers let the recipient file directly, and that's usually faster. Where a carrier requires the shipper to open the claim, we'll file it on your behalf as a courtesy. Either way, the carrier decides the outcome, and filing a claim doesn't obligate Sole Play to refund, replace, or credit the order.
My package says "delivered to agent" or "left with individual."
That means the carrier handed it to a person — a doorman, a neighbor, a mailroom, a household member. Start there before anything else; these almost always turn up.
The package came back to you as undeliverable.
Most often an incomplete or outdated address, or an unclaimed delivery. We'll contact you. You can have it reshipped at your expense, or we can refund the merchandise — but the original shipping charge and any carrier-imposed return fee aren't refundable.
I entered the wrong address.
Tell us immediately — if it hasn't shipped, we'll fix it for free. If it has, we can't redirect it. If it comes back to us, see the answer above. If it's delivered to the wrong address you supplied, we're not able to refund or replace it.
My package arrived damaged or the box was crushed.
Photograph the outer box, the packing, and the item before you unpack anything further, then email hello@soleplaybama.com with your order number and those photos. Damage that happened in transit is a carrier matter and, where applicable, a shipping-protection claim — we'll supply the documentation. If the item was damaged or defective before we shipped it, that's on us and we make it right at our cost (see below).
An item is missing from my order.
Check whether your order shipped in multiple packages — tracking will show it. If everything arrived and something's still missing, email us within 7 days of delivery with your order number and photos of the package and its full contents, and we'll investigate.
My delivery is delayed by weather, a holiday, or a carrier backlog.
Transit times are estimates, never guarantees, and delays outside our control aren't grounds for a refund. Delivery dates shown at checkout are the carrier's estimates.
Can you hold my package at a carrier location or reroute it?
We can't, but you often can. USPS, UPS, and FedEx all offer free delivery-management tools that let the recipient redirect to a hold location, change the delivery day, or authorize a safe drop — set that up directly with the carrier using your tracking number.
Canada, Customs & Duties
How long do Canadian orders take?
Typically 7–14 business days after processing, depending on DHL and customs clearance. Not guaranteed.
Will I pay duties or taxes?
Yes — duties, taxes, customs fees, and brokerage charges are your responsibility, collected by the carrier or customs at or after delivery. They are separate from and in addition to the shipping you paid at checkout. Sole Play does not collect, calculate, prepay, or refund any of them.
Customs is holding my package.
Customs will contact you for documentation or payment. Respond promptly — unclaimed packages get returned or destroyed. Sole Play can't intervene with a customs authority, and we aren't liable for packages seized, held, delayed, or destroyed by customs.
What if I refuse the package or don't pay the duties?
You remain responsible for the original outbound shipping, all duties and fees assessed, and any return or carrier charges. We'll deduct those from any refund, and in some cases no refund is possible.
Can I return a Canadian order?
Not for change of mind. Return shipping, duties, and customs fees would be yours, and we don't issue prepaid international return labels. This does not affect your rights if an item is faulty, damaged, or not as described — Canadian provincial consumer protection law applies and we honor it at our cost.
Returns & Exchanges
Can I return something I bought in the store?
No refunds on in-store purchases — in-store sales are final as to payment. We can offer an exchange or store credit within 14 days of purchase, with your receipt, if the item is in the condition you bought it in. Final sale items are excluded. Store credit is redeemable for merchandise only, never cash.
What's the online return window?
14 calendar days from the delivery date shown on carrier tracking — not the order date, not the ship date. After 14 days we can't accept a return. And meeting the window alone doesn't guarantee a return: the item still has to pass inspection.
How do I start a return?
Log in at soleplaybama.com, open your order history, select the item and reason — or email hello@soleplaybama.com with your order number. Don't ship anything back before your return is authorized. Unauthorized returns are refused or returned at your expense. Once approved, you buy a return label and send it back.
What condition does the item need to be in?
The same condition it was purchased in: unworn, unused, unwashed, unaltered; no stains, marks, creasing, scuffs, pet hair, or sole wear; no odors of any kind including smoke, perfume, or pets; all original tags attached; complete original packaging with the shoe box undamaged and all inserts and accessories. Ship the shoe box inside an outer carton — never tape a label to the shoe box itself.
What does it cost me to return something?
A 10% restocking fee on the item's pre-tax price, plus your own return shipping. Shipping you paid on the original order isn't refunded. No restocking fee on exchanges, on pre-shipment cancellations, or when the return is our fault.
What do I get back?
A refund to your original payment method, less the restocking fee and any non-refundable shipping. Sales tax on the returned item is refunded in full. Refunds process within 5–10 business days after we receive and inspect the item.
What happens when you inspect my return?
We photograph every returned item on arrival. If it fails inspection we email you the photos and the specific reason within 3 business days, and you can respond before we send it back. Failed returns are shipped back at your expense.
How do I exchange instead?
Same process — choose "Exchange" and tell us the item, size, and colorway you want. Exchanges depend on stock when we receive and inspect the return, and there's no restocking fee. If your requested item is gone, we process it as a refund.
What's final sale?
Sale, clearance, and markdown items; promotional items; gift cards; hats, socks, undergarments and base layers; special and limited releases including raffle wins and collabs; mystery boxes; worn footwear or footwear missing its box or tags; and Canadian orders as to change-of-mind returns. "Final sale" means no change-of-mind returns — it never affects your rights if an item is defective, damaged, or incorrect.
Can I return shoes I tried on indoors?
Yes, if they're unworn beyond trying on, tags attached, in the undamaged original box — within 14 days, subject to inspection.
Damaged, Defective, or Wrong Item
You sent the wrong item, or it arrived defective.
Email hello@soleplaybama.com with your order number and clear photos of the item, the problem, and the packaging — within 14 days of delivery for anything visible on inspection, or within a reasonable time after you discover a defect you couldn't have spotted. Where we confirm we shipped it damaged, defective, or incorrect, we send a prepaid return label and either replace it (subject to availability) or refund it in full — no restocking fee, original shipping refunded.
Does that apply to final sale and in-store purchases?
Yes. This applies to every item we sell, in every channel. "Final sale" and the in-store no-refund rule never override it.
My sneakers developed a defect after a few wears.
Email us with photos. Manufacturing defects that weren't reasonably discoverable at purchase are handled case by case, and where appropriate we'll help pursue a manufacturer warranty claim. Normal wear, creasing, and outsole wear aren't defects.
Payments, Refunds & Disputes
What payment methods do you accept?
Visa, Mastercard, American Express, Discover, PayPal, Apple Pay, Google Pay, Shop Pay, and Shop Pay Installments.
My refund is less than what I paid. Why?
A change-of-mind return is refunded less the 10% restocking fee and less any shipping you paid on the original order. Sales tax on the returned item is refunded in full. If your order shipped free, nothing is deducted for shipping. Refunds caused by our error and pre-shipment cancellations are refunded in full with no deductions.
My refund was approved but hasn't shown up.
We release refunds within 5–10 business days of inspection, but posting to your account is controlled by your bank or card issuer and commonly takes another 3–10 business days. If it's been longer than that, contact your bank first, then email us and we'll send you the refund confirmation.
I want to dispute a charge. What should I do?
Contact us first at hello@soleplaybama.com. Almost everything resolves faster directly than through a chargeback, which takes banks 30–90 days. If you file one anyway: chargebacks on orders the carrier confirms as delivered, or on final sale items, will be contested with tracking records, delivery confirmation, our inspection photographs, the policy you accepted at checkout, and our correspondence with you.
There's a charge on my card I don't recognize.
Charges appear as Sole Play or Favorite-Hi-Fashions, Inc. Check whether a household member ordered. If you believe a charge is fraudulent, email us immediately with the date and amount and contact your bank — we'll help identify the order and, if it's unauthorized, cancel and refund it.
Do you sell gift cards?
Yes, online and in-store. Gift cards are final sale and are valid only at Sole Play in Dothan, AL and soleplaybama.com — they cannot be redeemed at Sole Play ATL.
Is my payment information secure?
Yes. The site uses industry-standard SSL encryption and payments are processed through Shopify's secure infrastructure. We never see or store your full card number.
Orders
Do I need an account to order?
No — you can check out as a guest. An account makes returns and tracking easier.
Can you refuse or cancel my order?
We may limit quantities and refuse or cancel orders we believe are placed by resellers, bots, or automated means, or that we can't verify. If we cancel, we refund in full.
Is Sole Play (Dothan) the same company as Sole Play ATL?
No. Sole Play (Dothan, AL) at soleplaybama.com is a separate and independent company from Sole Play ATL — including the Decatur, GA and Lawrenceville, GA locations and the website soleplayatl.com. Different company, different website, separate inventory, pricing, promotions, gift cards, and store credit. Everything on this site applies to the Dothan store and soleplaybama.com only. We do not price-match against Sole Play ATL, do not honor their promotions, and cannot accept returns, exchanges, refunds, or gift card redemptions for anything purchased from them — that must be handled directly with the Sole Play ATL team.
Do in-store and online prices match?
Not always. Pricing, promotions, and availability are set independently for the Dothan store and soleplaybama.com. A price in one channel doesn't guarantee the same price in the other, and we don't price-match between channels unless we make a specific written offer at the point of sale.
Products
Are your products authentic?
100%. We source directly from brands and authorized distributors. We do not sell replicas, counterfeits, or "unauthorized authentics."
Do you carry Nike and Jordan online?
Not on the website — but we can help you get a pair. DM @soleplaybama or call 334-446-7777, or visit us at 102 Central Park Ave, Suite 1, Dothan, AL.
Can you check if a size is in stock?
We don't share stock or size availability over DM, phone, or email for any product. Walk-ins are first come, first served and inventory moves all day. The reliable way to know is to come see us.
Do you restock?
About 90% of what we carry is limited and doesn't come back. A small selection of streetwear staples may restock depending on the brand. Follow us for announcements.
How do high-heat releases work?
First come, first served or by raffle — instructions are posted per release on @soleplaybama. Raffle wins and limited releases are final sale.
How do I know what size to order?
Sizing varies by brand. Check the size guide on the product page, or email us with the item and your usual size.
Store Info
Where are you?
102 Central Park Avenue, Suite 1, Dothan, AL 36303.
Hours?
Tuesday through Saturday, 10AM–7PM. Closed Sunday and Monday. Call 334-446-7777 or check @soleplaybama for holiday hours.
How do I reach you, and what should I include?
Email hello@soleplaybama.com · Phone 334-446-7777 · Instagram DM @soleplaybama. For anything about a shipment, include your order number, tracking number, a description of the problem, and photos if there's damage — it lets us resolve it in one reply instead of five. In-store customers come first, so response times can vary on busy days.
Full terms: Shipping & Return Policy · Terms of Service · Privacy Policy
