Shipping & Return Policy

Effective August 19, 2026. Published by Favorite-Hi-Fashions, Inc. d/b/a Sole Play ("Sole Play," "we," "us," or "our"). This document is our complete Shipping Policy and our complete Return & Refund Policy. It applies to purchases made at our retail location in Dothan, Alabama and through soleplaybama.com only — Sole Play (Dothan) is a separate company from Sole Play ATL and soleplayatl.com. See Part 3.

The short version

  • We ship to the United States and Canada. Most orders ship within 2–3 business days. Free U.S. standard shipping at $75+.
  • Our responsibility for a shipment ends when the carrier takes possession of it. After that, risk of loss is yours — we are not responsible for packages lost, stolen, delayed, misdelivered, or damaged in transit.
  • In-store purchases are not refundable. Exchange or store credit only, within 14 days of purchase, with receipt, item in original condition.
  • Online returns are conditional. Request within 14 days of delivery, get authorization first, item must pass inspection. 10% restocking fee, you pay return shipping, refund goes to your original payment method.
  • You can cancel any online order for free before it ships.
  • Final sale means no change-of-mind returns. It never affects defective, damaged, or incorrect items — those are always covered.

Jump to: Part 1 — Shipping · Risk of Loss, Lost & Stolen Packages · Part 2 — Returns, Exchanges & Refunds · Part 3 — General Terms

Part 1 — Shipping Policy

1.1 How We Ship

We ship U.S. orders via USPS, UPS, or FedEx, and Canadian orders via DHL Express or DHL eCommerce. You will receive a tracking number by email once your order ships. We ship to U.S. P.O. boxes via USPS only. Orders above a value threshold we set may require signature on delivery, and we may add a signature requirement at our discretion.

1.2 Where We Ship

Sole Play ships within the United States and to Canada. We are not able to accept orders for delivery to any other country at this time.

1.3 Processing Time

Most orders ship within 2–3 business days of purchase. Orders placed on weekends or holidays begin processing the next business day, and during high-demand periods or around holidays processing may take up to 5 business days. Processing time is separate from carrier transit time.

If we cannot ship your order within the processing time stated above, we will notify you and give you the choice to accept a new shipping date or cancel the order for a full refund, including shipping and tax. You may also cancel any order for a full refund at any time before it is tendered to the carrier, with no restocking fee. See Section 2.1.

1.4 Shipping Rates — United States

  • Apparel and accessories: flat $6.99 standard shipping.
  • Footwear: flat $9.99 standard shipping.
  • Free standard shipping on all U.S. orders of $75 or more (apparel, accessories, and footwear).
  • The $75 free-shipping threshold applies to every eligible U.S. order, including sale, clearance, and final-sale items.
  • Orders containing both footwear and apparel may be charged combined shipping; the $75 threshold applies to the full U.S. order total.
  • Shipping charges you actually paid are not refunded on change-of-mind returns. If your order shipped free, nothing is deducted from your refund for shipping. Shipping is refunded in full on orders cancelled before shipment and on returns caused by our error.

1.5 Shipping Rates and Terms — Canada

  • Rates are calculated at checkout by DHL based on destination, weight, and service. Free shipping does not apply to Canadian orders; carrier rates apply at all order values.
  • Transit is typically 7–14 business days after processing; actual times depend on the carrier and customs clearance and are not guaranteed.
  • Duties, taxes, customs fees, and brokerage charges are the buyer's responsibility, collected by the carrier or customs authority at or after delivery, separate from and in addition to the shipping rate paid at checkout. Sole Play does not collect, calculate, prepay, or refund any duty, tax, customs fee, or brokerage charge.
  • Change-of-mind returns are not offered on Canadian orders. Return shipping, duties, taxes, and customs fees on any Canadian return are the customer's sole responsibility, and we do not provide prepaid international return labels. This does not affect your rights where an item is faulty, damaged, or not as described — Canadian customers have protections under the consumer protection law of their province that this policy does not and cannot exclude. If an item you received in Canada is faulty or not as described, email hello@soleplaybama.com and we will provide the remedy required by the law of your province, at our cost.
  • Refused or undeliverable Canadian packages: the buyer remains responsible for the original outbound shipping cost, all duties and fees assessed, and any return-shipping or carrier-imposed charges. Sole Play will deduct these from any refund at our sole discretion; in some cases no refund will be issued.

1.6 Shipping Address

Orders ship to the address provided at checkout. Providing a complete, accurate, and deliverable address is the customer's responsibility. Please double-check your address before completing your purchase — we cannot redirect, recall, or reroute a package once it has shipped. Orders returned to us as undeliverable due to an address error may be reshipped at the customer's expense; if refunded, the original shipping charge and any carrier-imposed return fee are not refundable.

1.7 Order Tracking

You will receive a shipping confirmation email with your tracking number once your order ships. Track directly on the carrier's website, or through your account at soleplaybama.com.

1.8 Risk of Loss — Our Responsibility Ends at Carrier Hand-Off

Sole Play's sole shipping obligation is to tender your order to the carrier of record. Our responsibility and liability for a shipment end at that moment.

Title to and risk of loss for all merchandise pass to the buyer upon Sole Play's tender of the shipment to the carrier of record (USPS, UPS, FedEx, DHL, or any other carrier Sole Play designates). All shipments are made on a shipment-contract basis, F.O.B. Dothan, Alabama (F.O.B. the place of shipment, Ala. Code § 7-2-319(1)(a)). Sole Play's delivery obligation is complete, and its responsibility for the shipment concludes, at the moment the carrier accepts possession of the package. Consistent with Alabama Code § 7-2-504, we will make a reasonable contract for the transportation of your order and will promptly notify you of shipment by sending a tracking number to the email address on your order.

Sole Play is a retailer, not a shipping carrier. Once a package has been tendered to the carrier, we have no custody of it and no ability to locate, recall, redirect, expedite, or otherwise influence its handling or delivery. Accordingly, to the maximum extent permitted by law, Sole Play is not responsible or liable for, and will not refund, replace, or issue credit for, any order that, after carrier hand-off, is:

  • lost, misplaced, or never delivered;
  • stolen, including theft from a porch, mailbox, lobby, front desk, vehicle, or other delivery point;
  • delayed, for any reason, including weather, carrier backlog, or force majeure;
  • misdelivered by the carrier, or delivered to an incorrect, incomplete, or outdated address supplied by the customer;
  • refused, unclaimed, or returned as undeliverable;
  • damaged, crushed, or destroyed in transit;
  • seized, held, delayed, or destroyed by customs or any other governmental authority; or
  • reported by the carrier as delivered but not received by the customer.

Proof of delivery. Where the carrier's tracking record shows a package as delivered to the address you provided, we will treat that record as proof of delivery unless you provide information establishing otherwise. If you believe a package scanned as delivered was not received, contact us within 7 calendar days of the delivery scan and we will (i) open a carrier trace or claim where the carrier's rules permit, and (ii) review your order and account history. We are not obligated to refund, replace, or credit an order the carrier reports as delivered, but we may do so in our discretion. Nothing in this paragraph limits any right you have under the law of your state or country that cannot be waived by agreement.

Carrier claims. Claims for loss, theft, or damage occurring in transit must be pursued with the carrier. As a courtesy, we will provide your tracking number and any shipping documentation needed to support a claim, and where the carrier's rules require the shipper to open the claim, we will file it on your behalf. That is the full extent of the assistance available to us. Filing a claim does not guarantee recovery and does not obligate Sole Play to issue a refund, replacement, or credit; the outcome is determined solely by the carrier. To begin, email hello@soleplaybama.com with your order number and tracking number.

Shipping protection. Where shipping protection is offered at checkout, we strongly recommend selecting it — it is the only coverage available for loss, theft, or damage in transit, and claims under it are administered by the protection provider, not by Sole Play. Declining shipping protection means you accept the risk of loss described in this Section. We also recommend shipping to a secure address where packages will not be left unattended.

Damage in transit versus damage on arrival. If an item was damaged, defective, or incorrect when we shipped it — as distinct from damage that occurred in transit — Section 2.5 applies and we make it right at our cost.

Part 2 — Return, Exchange & Refund Policy

2.0 In-Store Purchases — No Refunds

All in-store sales are final as to payment. Sole Play does not issue refunds — to cash, card, or any other original tender — on merchandise purchased at our retail location.

As a courtesy, an in-store purchase may be exchanged for other merchandise or converted to Sole Play store credit, provided that all of the following are met:

  • The request is made within 14 calendar days of the date of purchase;
  • The original Sole Play receipt or verifiable proof of purchase is presented;
  • The item satisfies the Condition Standards in Section 2.4 in full; and
  • The item is not a Final Sale item under Section 2.7.

Exchanges are subject to merchandise being in stock at the time of the exchange; availability is not guaranteed. Store credit is issued as a Sole Play merchandise credit or e-gift card, is redeemable for merchandise only, is not redeemable for cash, and does not expire except as required by applicable law. Sole Play determines, in its reasonable discretion, whether an item meets the Condition Standards.

Nothing in this Section limits any right you may have under Alabama or federal law that cannot be waived, including with respect to merchandise that is defective, damaged, or not as described at the time of sale. Section 2.5 applies to in-store purchases.

2.1 Cancelling an Online Order Before It Ships

You may cancel any online order at no cost at any time before it is tendered to the carrier. Email hello@soleplaybama.com or call 334-446-7777 with your order number. If we receive your cancellation before the order ships, we will cancel it and refund the full purchase price, including all shipping charges and sales tax, to the original payment method. No restocking fee applies to a pre-shipment cancellation.

We aim to ship within the processing time stated in Section 1.3. If we cannot ship your order within that stated time — or, if no time is stated, within 30 days of your order — we will notify you and give you the choice to (a) consent to a new shipping date or (b) cancel the order and receive a full refund. If you do not respond to that notice, we will cancel the order and refund you automatically. If we determine we cannot fill the order at all, we will cancel it and refund you without asking. Refunds under this Section are issued to the original payment method within seven (7) working days where you paid by cash, check, or money order, and within one (1) billing cycle where you paid by credit card, and in any event within ten (10) business days of your written cancellation notice.

2.2 Online Returns Are Conditional

Returns of items purchased at soleplaybama.com are accepted only as expressly provided in this Part, and only where every condition below is satisfied. Meeting the 14-day window alone does not entitle you to a return; the item must also pass inspection.

A return request must be submitted to Sole Play within 14 calendar days of the date of delivery. Delivery date means the delivery date shown in the carrier's tracking record — not the date the order was placed and not the date the order shipped. Requests submitted after the 14th day will not be accepted, and items shipped to us after that window may be refused and returned to you at your expense, or held under the notice procedure in Section 2.3.

2.3 Return Authorization Required

All returns require prior written authorization from Sole Play. To request one, log in to your account at soleplaybama.com and select the item from your order history, or email hello@soleplaybama.com with your order number and the reason for the return.

Do not ship any item back before your return is authorized. Items shipped to us without authorization will not be accepted and will be refused, returned to you at your expense, or held by us for 60 days after we send written notice to the email address on the order. If you do not arrange and pay for return shipment within that 60-day period, we may treat the item as abandoned and dispose of it, and we will have no further obligation with respect to it.

2.4 Condition Standards

To be accepted — for an online return, or for an in-store exchange or store credit under Section 2.0 — an item must be returned in the same condition in which it was purchased. Specifically, the item must be:

  • Unworn, unused, unwashed, and unaltered;
  • Free of stains, marks, scuffs, creasing, pilling, pet hair, and any wear to the outsole or upper;
  • Free of odors of any kind, including smoke, perfume, cologne, body odor, food, and pets;
  • Accompanied by all original tags, labels, stickers, and hangtags, attached and intact;
  • In its complete original packaging, including the original shoe box in undamaged condition, together with all inserts, dust bags, laces, tissue, hardware, authenticity cards, and accessories originally included;
  • Shipped inside an outer shipping carton — the original shoe box must not be taped, labeled, or used as the shipping container; and
  • Accompanied by the original receipt, packing slip, or order number as proof of purchase.

Sole Play inspects every returned item and determines, in its reasonable discretion, whether the item meets these standards. We photograph every returned item on receipt. If an item fails inspection, we will email you the photographs and the specific reason within 3 business days, and you may respond before we ship the item back. Items that fail inspection are not eligible for refund, exchange, or credit and will be returned to you at your expense, or held under the 60-day notice procedure in Section 2.3.

2.5 Damaged, Defective, or Incorrect Items

If an item arrives damaged or defective, or you received the wrong item, email hello@soleplaybama.com with your order number and clear photographs of the item, the defect, and the packaging within 14 calendar days of delivery for damage or defects visible on inspection, and within a reasonable time after you discover it for any defect that was not reasonably discoverable on inspection.

Where we confirm the item was damaged, defective, or incorrect as shipped by us, we will provide a prepaid return label and, at your option, replace the item (subject to availability) or refund it in full — with no restocking fee and with original shipping refunded. This Section applies to all items, including final sale items and in-store purchases. It does not apply to damage occurring in transit after carrier hand-off, which is governed by Section 1.8.

2.6 Fees, Return Shipping, Refunds, and Exchanges

  • Approved returns are subject to a 10% restocking fee, calculated on the item's pre-tax purchase price and deducted from the refund. This fee is disclosed before you place your order. No restocking fee applies to (a) exchanges, (b) returns caused by our error under Section 2.5, or (c) orders cancelled before shipment under Section 2.1.
  • Return shipping is the customer's responsibility and is paid by the customer, except where the return results from our error under Section 2.5.
  • Shipping charges you actually paid on the original order are not refunded on a change-of-mind return. If your order shipped free under a promotional threshold, no shipping amount is deducted from your refund — we do not charge back the cost of promotional free shipping.
  • Risk of loss on a returned item remains with the customer until we receive it. We recommend a trackable, insured return service; we are not responsible for returns lost or damaged in transit to us.
  • Refunds. Approved refunds are processed within 5–10 business days after the returned item is received and passes inspection. Refunds are issued to the original payment method, less the restocking fee and less any non-refundable shipping charges. Sales tax collected on the returned item is refunded in full. Where a refund to the original payment method is not possible — for example, an expired or closed account — the refund will be issued as Sole Play store credit or an e-gift card of equal value. Your bank or card issuer may require additional time to post the credit; posting timelines are controlled by your financial institution, not by Sole Play.
  • Exchanges. To request an exchange, follow the authorization process in Section 2.3 and select "Exchange," including the item name, style, size, and color you want. Exchanges are subject to in-stock inventory at the time the returned item is received and inspected; availability is not guaranteed. If the requested item is unavailable, the return will be processed as a refund.

2.7 Final Sale

"Final sale" means no change-of-mind returns. It does not affect defective, damaged, or incorrect items. Section 2.5 applies to every item we sell, including every category listed below, and nothing in this Section limits it. We do not disclaim the implied warranty of merchantability under Alabama Code § 7-2-314 on any item, and we do not sell any item "as is" unless that item is expressly and conspicuously labeled "as is" or "with all faults" at the point of sale.

Subject to the paragraph above, the following are final sale in every channel and are not eligible for return, exchange, refund, or store credit:

  • Sale, clearance, markdown, and promotional items;
  • Gift cards, including Sole Stars gift cards;
  • Hats, socks, undergarments, and base layers;
  • Special and limited releases, including raffle wins, exclusive drops, and limited-edition collaborations;
  • Mystery boxes;
  • Footwear that has been worn or used other than for trying it on, and footwear missing its original box, tags, or accessories — except where the item is defective, in which case Section 2.5 applies;
  • Canadian orders, as to change-of-mind returns only, per Section 1.5.

Part 3 — General Terms

3.1 Payment Disputes and Chargebacks

If there is a problem with your order, please contact us at hello@soleplaybama.com before initiating a chargeback with your bank or card issuer. We will work with you in good faith, and most issues are resolved faster directly than through a dispute. Chargebacks filed on orders confirmed as delivered by the carrier, or on final sale items, will be contested with the documentation described in this policy, including tracking records, delivery confirmation, inspection photographs, and your acceptance of these terms at checkout.

3.2 Order Limits and Refusal

Sole Play may limit quantities and may refuse or cancel any order, including orders we believe are placed by resellers, bots, or automated means, or that we cannot verify. If we cancel an order, we refund it in full to the original payment method.

3.3 Pricing Between Our Store and Our Website

Product pricing, promotions, discounts, and availability may vary between our Dothan, AL retail location and soleplaybama.com. A price displayed in one channel does not guarantee the same price in the other. Sole Play sets and adjusts pricing independently for each channel at its sole discretion, without prior notice, and customers are not entitled to price matching between channels unless a specific, written price-match offer is made by Sole Play at the point of sale. We make every effort to ensure pricing accuracy; however, errors may occur, and Sole Play reserves the right to correct pricing errors and to cancel any order placed at an incorrect price, in which case we will notify you and offer the option to proceed at the corrected price or cancel for a full refund.

3.4 We Are Not Sole Play ATL

Sole Play (Dothan, AL), operating 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. The two businesses are not the same company, do not share a website, and do not share inventory, pricing, promotions, gift cards, store credit, loyalty balances, or customer accounts.

Every term in this document applies only to purchases made at the Sole Play retail location in Dothan, Alabama or through soleplaybama.com. Purchases made at Sole Play ATL or on soleplayatl.com are governed exclusively by that company's own policies and must be handled directly with the Sole Play ATL team. We cannot and do not accept returns, exchanges, refunds, store credit, gift card redemptions, or warranty claims for items purchased from Sole Play ATL or soleplayatl.com, and we do not price-match against or honor promotions, discounts, or pricing offered by Sole Play ATL. If you purchased from Sole Play ATL, please contact Sole Play ATL directly.

3.5 Limitation of Liability

To the maximum extent permitted by applicable law, Sole Play's total aggregate liability arising out of or relating to any order or shipment shall not exceed the amount actually paid by the customer for the item(s) at issue, and Sole Play shall not be liable for any incidental, consequential, special, indirect, exemplary, or punitive damages, including lost profits, loss of use, or emotional distress, whether based in contract, tort, warranty, strict liability, or any other theory. This limitation does not apply to, and Sole Play does not seek to limit, liability for death or personal injury, for fraud or fraudulent misrepresentation, or for any other liability that cannot be limited or excluded under applicable law. Because limitation of consequential damages for injury to the person in the case of consumer goods is prima facie unconscionable under Alabama Code § 7-2-719(3), nothing in this policy limits any claim for personal injury. Nothing here limits, excludes, or modifies any right, warranty, guarantee, or remedy that cannot be limited, excluded, or modified under applicable law, and if any provision is held unenforceable, the remaining provisions remain in full force.

3.6 Governing Law

This document and any purchase governed by it are governed by the laws of the State of Alabama, without regard to conflict-of-laws principles, and the exclusive venue for any dispute is the state or federal courts located in Houston County, Alabama — except that this Section does not deprive you of the protection of any mandatory consumer-protection law of the state, province, or country in which you reside.

3.7 Changes to This Policy

Sole Play may update this policy at any time. The version published on soleplaybama.com at the time of your purchase governs that purchase.

Questions

Email hello@soleplaybama.com or call 334-446-7777. More answers in our FAQ, including a full section on delivery problems, lost and stolen packages, and disputes.

Sole Play · 102 Central Park Avenue, Suite 1, Dothan, AL 36303 · Tuesday–Saturday, 10:00 AM–7:00 PM Central.