You can browse this site without having JavaScript enabled, but to experience the full benefits of the site, please enable JavaScript.

Customer Service > Frequently Asked Questions

Frequently Asked Questions

My Account

Orders

Privacy

Returns

YourReebok - Custom Orders

My Account

1.Q: How do I create a Reebok account?

A: You can sign up by visiting My Account and selecting "Create an Account."

Return to Top

2.Q: How do I change my personal information on my Reebok account?

A: You can update or change personal information by visiting My Account and selecting "Update Details."

Return to Top

3.Q: How do I cancel my existing Reebok account?

A: To cancel your account, please contact customer service at 1-866-870-1743. Please note, you'll no longer be able to access any of the content that requires a user name and password. Alternatively, you can remain registered, and request to stop receiving e-mails from shop.reebok.com by visiting My Account and selecting "Update Details." This way, you'll still be able to access Reebok content that requires a username and password. If you still want to delete your account, click here and select "Delete Details" and enter your user name and password to confirm your identity.

Return to Top

4.Q: How do I sign up to receive the Reebok newsletter and other communications?

A: You can request to start receiving Reebok communications by clicking here to subscribe via our online form.

Return to Top

5.Q: How do I stop receiving the Reebok newsletter and other communications?

A: You can request to unsubscribe from receiving Reebok communications by clicking here to unsubscribe via our online form.

Return to Top

Orders

1.Q: What methods of payment does Reebok.com accept?

A: We currently accept Visa, MasterCard, and American Express for credit card payments. We ensure your credit card information is 100% safe and secure. Please review Reebok's Privacy Policy for more details.

Return to Top

2.Q: When does the promotional discount get applied?

A: Promotional discount applied at checkout with valid promo code.

Return to Top

3.Q: Are there any products that excluded from promotional discounts?

A: Unless otherwise stated, offers exclude items ending in $0.98, CrossFit merchandise, and custom shoe orders. Offers cannot be combined with any other promotions or discounts and cannot be applied to previous purchases and Reebok gift cards. Free ground shipping offers valid to U.S. addresses only and excludes custom shoe orders. All offers valid on domestic U.S. orders only.

Return to Top

4.Q: Is my personal information secure on shop.reebok.com?

A: We use the industry standard encryption protocol known as Secure Socket Layer (SSL) to keep your order information secure. We've established a Secure Shopping Guarantee for every transaction that you make with www.shop.reebok.com. If any unauthorized charges appear on your credit card as a result of shopping with www.shop.reebok.com, you must notify your credit card provider in accordance with its reporting rules and procedures.

Return to Top

5.Q: When I place my order with shop.reebok.com, how will I know whether an item is in stock?

A: If you previously added an item to your cart and the item is out of stock, your cart will notify you. Reebok will recommend alternative products in the event that we are out of stock of that particular item. In the case of an out of stock situation, our Customer Service Representatives are always ready to assist you with selecting an acceptable substitute.

Return to Top

6.Q: What if I cannot find the product I want at shop.reebok.com?

A: Our online store currently features a selection of Reebok footwear, apparel, and accessories. We realize this may not include the product you are looking for, so our goal is to help you get the Reebok products you want, whether it is from shop.reebok.com or any of our retail partners. Since you are already on the Web, you can start by visiting our Store Locator to find a store near you that carries Reebok products

Return to Top

7.Q: How will I know if shop.reebok.com received my order?

A: Once an order you have placed has been processed, you will receive a confirmation via e-mail. The confirmation will contain your order number, your shipping address, and the tracking number.

Return to Top

8.Q: What does it mean when my order says: In Process, Shipped, Out of Stock, or Cancelled?

A: The definition for each status is listed below:

  • In Process means we have received your order and are in the process of filling it.
  • Shipped means we have filled this portion of your order. It is on the delivery truck and will be delivered soon.
  • Out of Stock means this portion of your order was not filled.
  • Cancelled means the order was cancelled by either the customer or by Reebok. You will receive email notification from Reebok.

 

Return to Top

9.Q: What if I forget my Order Number?

A: Your order number is included in your Order Confirmation e-mail, with an automatic link to your Order Status on Reebok.com. It is a good idea to save your Order Confirmation e-mail or write down the number for future reference. If you forget or misplace your order number, please send us an e-mail, using our online form and a Customer Service Representative will contact you, or call 866-870-1743 for immediate assistance

Return to Top

10.Q: How can I check the delivery status on my order?

A: To check the delivery status of your order, please visit the shipping carrier's Website and type in your tracking number. You can also call us at 1-866-870-1743 if you need further details regarding the delivery status of your order. We cannot determine exact delivery time, but we can tell you if it has been shipped, and whether or not there are any problems with your order that have been reported to us. For more specific delivery details, please refer to your order.

Return to Top

11.Q: Can I add or delete items from my order if I change my mind?

A: Most orders are transmitted almost immediately to our warehouse, where it is processed very quickly and shipped out. If you want to change your order, please see our Returns Policy.

Return to Top

12.Q: What is your delivery policy?

A: Reebok Delivery Policy

  • An estimated delivery date will be provided after your order is placed in a shipping confirmation e-mail.
  • These dates vary due to carrier shipping practices, delivery location, and the items you order.
  • Products may be delivered in separate shipments.
  • We do not deliver to P.O. Boxes.
  • Fulfillment of YourReebok orders is subject to materials availability.
  • We ship orders Monday - Friday. If you select next day shipping and submit the order after 12 pm EST Monday - Friday, it will not be processed until the next business day. Please note if you place an order anytime after 12 pm EST Friday through Sunday and select next day shipping, or two day shipping, it will ship Monday morning.

 

Return to Top

Privacy

1.Q: Will Reebok.com share my personal information with anyone?

A: To see our full Privacy Policy please click here. Reebok's policy is to respect and protect the privacy of our users. Reebok and the Reebok affiliates will never fully disclose individually identifiable information about its customers to any third party without first receiving that customer's permission. We do have partners who assist us with fulfillment and shipping, and in those cases, those partners receive a name and shipping address so they can process and ship orders properly.

Return to Top

2.Q: Is my personal information secure on shop.reebok.com?

A: We use the industry standard encryption protocol known as Secure Socket Layer (SSL) to keep your order information secure. We've established a Secure Shopping Guarantee for every transaction that you make with www.shop.reebok.com. If any unauthorized charges appear on your credit card as a result of shopping with www.shop.reebok.com, you must notify your credit card provider in accordance with its reporting rules and procedures.

Return to Top

Returns

1.Q: What is your return policy for merchandise purchased on shop.reebok.com?

A: Reebok offers free returns for all products purchased on shop.reebok.com excluding YourReebok. You may return your purchase within 30 days from receipt for a full refund.

  • Merchandise may be refunded with a receipt and must be new or unused with box/tags attached at place of purchase
  • Purchase prices will be honored for all merchandise exchanges or refunds with a receipt
  • All merchandise purchased through the Buy One Get One Half Off will be exchanged or returned at the valued purchased. Price adjustments will be made for product not being returned within the promotion.
  • If you need a return label, please call us at 1-866-870-1743

 

Return to Top

2.Q: What is your return policy for YourReebok merchandise?

A: YourReebok products are custom made for you. For this reason, we cannot accept returns for custom shoes. If you have a question or concern about your custom shoe order, please contact us at 1-866-870-1743.

Return to Top

3.Q: What is the return policy for merchandise purchased at all Reebok outlets and stores?

A: Returns with Receipt – Up to 30 Days after purchase

  • Merchandise may be returned and then refunded with a receipt and must be new or unused with box/tags attached at place of purchase
  • Purchase prices will be honored for all merchandise exchanges or refunds with a receipt

 

Return to Top

4.Q: What is your return or exchange policy for merchandise that was purchased through a retailer?

A: You are encouraged to return the merchandise where originally purchased. If you have additional questions or concerns, please call 855-770-1743 (M-F, 9am – 5pm EST)

Return to Top

5.Q: Will I be able to return merchandise that is over a year old?

A: No, unfortunately any purchases over a year old will not be eligible for a refund.

Return to Top

6.Q: Can I exchange my purchase for something else?

A: Unfortunately at this time reebok.com does not accept online exchange requests. However, our customer service agents will be happy to assist with your return and place a new order over the phone.

Return to Top

YourReebok - Custom Orders

1.Q: What is the 'Design Gallery'?

A: The shoes in the Design Gallery are all of the shoes designed by other customers. The Design Gallery allows you to start off with another customer's design. You can, of course, modify any aspect of the shoes in the Design Gallery.

Return to Top

2.Q: Why should I register for a Reebok account?

A: Registering to become a Reebok member allows you to save designs to the My Designs page to access them at a later time. You can come back to designs that you have created to purchase them at a later date, or to change your designs.

Return to Top

3.Q:Do I have to register as a Reebok member to purchase?

A: No, you do not have to register to purchase a shoe. However, if you do not register, you will be unable to save designs to the My Designs section.

Return to Top

4.Q: How can I share my design?

A: YourReebok allows you to share your designs with your friends via e-mail, Facebook, and Twitter. Once you've identified a design you'd like to share, simply click on the "Share" button and choose how you would like to share your design. After choosing to share via email a screen will appear allowing you to enter the e-mail address(es) of your friends and write a custom message. Press the send button, and YourReebok will deliver your design via e-mail. When choosing to share via Facebook and Twitter a pop-up will promt you to sign into your account to share your design.

Return to Top

5.Q: Can I use any design I want on my YourReebok shoe?

A: YourReebok reserves the right to refuse orders based on use of inappropriate language or trademark infringements.

Return to Top

6.Q: Does the color on the website match the shoes I'll receive?

A: Various materials will take color differently. In addition, color representation on computer monitors does vary. We make every effort to ensure accuracy in our representations; however, there may be slight differences between what is represented on the website and actual product received.

Return to Top

7.Q: I want a color that isn't available. Can I request another color?

A: YourReebok will be adding additional styles and colors periodically. Please check back frequently to see what we have to offer. At this time, you cannot request colors that are not offered through the YourReebok Website.

Return to Top

8.Q: Do you offer overnight or expedited delivery for YourReebok products?

A: All YourReebok orders are individually made for you. They are shipped via International Direct Shipping to the continental U.S. and will arrive within 3-5 weeks from the time of your order, and a signature is required at the time of delivery. We do not offer expedited shipping

Return to Top

9.Q: How can I purchase multiple pairs of my design?

A: You can order multiple shoes in a single size by increasing the quantity of your order in your shopping cart.

Return to Top

10.Q: Can orders be shipped outside of the US?

A: No, YourReebok only ships to US addresses.

Return to Top

11.Q: Can I use a gift card to purchase YourReebok shoes?

A: Yes, Gift Cards can be used as payment for YourReebok shoes. Enter your Gift Card Number and Pin on the Payments page during Checkout.

Return to Top

12.Q: How long will it take for you to manufacture my custom shoes?

A: Due to different materials used in the manufacturing of various custom shoe models, as well as the demand for custom shoes, the timeframe can change from time to time. The current manufacturing timeframe will be posted in the cart once you add your design to the cart. If there are any issues with your design, you will be contacted by a customer service representative either by email or phone.

Return to Top

Still Have Questions?

Call Mobile
1-866-870-1743

Call Monday - Friday 8am - 8 p.m. EST
Sat & Sun 11a.m. - 7 p.m. EST

loading

Thanks for sharing your preferences