Welcome to BuyActiveShoes.com’s FAQ section! We’re here to help you with any questions about our performance footwear, shipping policies, returns, and more. Below you’ll find answers to our most commonly asked questions.

About Our Products

What types of athletic shoes do you specialize in?
We specialize in high-performance footwear for various sports including tennis, pickleball, squash, and training. We also carry kids’ athletic shoes and comfortable sandals & slides for casual wear.
Do you carry shoes from major brands?
Yes! We proudly offer performance footwear from top brands like K-Swiss, Fila, and Adidas. Each shoe in our inventory is carefully selected to enhance your athletic performance while keeping you stylish.
How do I choose the right athletic shoes for my sport?
Different sports require different types of support and traction. Our collections are clearly categorized by sport (tennis, pickleball, squash, training) to help you find the perfect match. If you need personalized advice, our footwear experts are happy to help at [email protected].

Ordering & Account

How do I create an account?
During checkout, you’ll have the option to create an account by providing your email address and creating a password. Having an account allows you to track orders, save your information for faster checkout, and view order history.
I forgot my password. How can I reset it?
On the login page, click “Forgot Password” and enter the email address associated with your account. You’ll receive instructions to reset your password via email.
Can I modify or cancel my order after placing it?
We process orders quickly to get you your performance shoes as soon as possible. If you need to modify or cancel your order, please contact us immediately at [email protected] with your order number. We’ll do our best to accommodate your request if your order hasn’t entered the shipping process yet.

Shipping & Delivery

What shipping options do you offer?
We offer two shipping methods:
1. Standard Shipping ($12.95) via DHL or FedEx: 10-15 business days after processing
2. Free Shipping (orders over $50) via EMS: 15-25 business days after processing
All orders are processed within 1-2 business days by our team in Glendale, Arizona.
Do you ship internationally?
Yes! We ship worldwide to most countries (excluding some remote areas in Asia). International customers should be aware that shipments may be subject to customs fees, import duties, or taxes upon delivery in your country. These additional charges are the responsibility of the recipient.
How can I track my order?
Once your order ships, you’ll receive a shipment notification email with tracking information. Standard Shipping includes full tracking, while Free Shipping includes basic tracking.
My package hasn’t arrived yet. What should I do?
First, check your tracking information for updates. If your package is delayed beyond the estimated delivery timeframe or you have concerns, please contact us at [email protected] with your order number and we’ll investigate.

Payments

What payment methods do you accept?
We accept Visa, MasterCard, JCB, and PayPal for secure, convenient checkout.
Is my payment information secure?
Absolutely. We use industry-standard encryption to protect your payment information. We don’t store your full credit card details on our servers.
Why was my payment declined?
Payment declines can happen for various reasons, including insufficient funds, incorrect card information, or your bank’s security measures. Please verify your information and try again, or contact your bank for assistance. You can also try using a different payment method.

Returns & Exchanges

What is your return policy?
We stand behind every pair of athletic shoes we sell. If you’re not completely satisfied, you may return unworn items in their original packaging within 15 days of delivery for a full refund or exchange.
How do I initiate a return?
Please email us at [email protected] with your order number and reason for return. We’ll provide you with return instructions and the appropriate return address.
How long does it take to process a refund?
Once we receive your return, we’ll process your refund within 3-5 business days. The time it takes for the refund to appear in your account depends on your bank or payment provider.
Do you offer exchanges?
Yes! If you need a different size or style, please indicate this when initiating your return. We’ll process your exchange as soon as we receive the original item, provided the desired item is in stock.

Still Have Questions?

Our team of footwear enthusiasts is always happy to help! Contact us at [email protected] for personalized assistance with your performance footwear needs.