Frequently Asked Questions

My Account

• • How do I create a Reebok account?
• • How do I change my personal information on my Reebok account?
• • How do I cancel my existing Reebok account?
• • How do I sign up to receive the Reebok newsletter and other communications?
• • How do I stop receiving the Rebook newsletter and other communications?

Orders

• • What methods of payment does Reebok.com accept?
• • When does the promotional discount get applied?
• • Are there any products that excluded from promotional discounts?
• • Is my personal information secure on shop.reebok.com?
• • When I place my order with shop.reebok.com, how will I know whether an item is in stock?
• • What if I cannot find the product I want at shop.reebok.com?
• • How will I know if shop.reebok.com received my order?
• • What does it mean when my order says: In Process, Shipped, Out of Stock, or Cancelled?
• • What if I forget my Order Number?
• • How can I check the delivery status on my order?
• • Can I add or delete items from my order if I change my mind?
• • What is your delivery policy?

Privacy

• • Will Reebok.com share my personal information with anyone?
• • Is my personal information secure on shop.reebok.com?

Returns

• • What is your return policy for merchandise purchased on shop.reebok.com?
• • What is your return policy for YourReebok merchandise?
• • What is the return or exchange policy for merchandise purchased at all Reebok outlets and stores?
• • What is your return or exchange policy for merchandise that was purchased through a retailer?

YourReebok - Custom Orders

• • What is the 'Design Gallery'?
• • Why should I register for a Reebok account?
• • Do I have to register as a Reebok member to purchase?
• • How can I share my design?
• • Can I use any design I want on my YourReebok shoe?
• • Does the color on the website match the shoes I'll receive?
• • I want a color that isn't available. Can I request another color?
• • Do you offer overnight or expedited delivery for YourReebok products?
• • How can I purchase multiple pairs of my design?
• • Can orders be shipped outside of the US?
• • Can I use a gift card to purchase YourReebok shoes?
• • How long will it take for you to manufacture my custom shoes?

My Account

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

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

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.

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

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

Orders

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.

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

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.

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.

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.

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

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.

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.

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

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.

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.

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.

Privacy

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.

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.

Returns

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. If the return falls outside of this period, or the item is worn, damaged, or not in its original packaging, Reebok cannot guarantee that the product refund request will be honored. Apparel returns can only be accepted if the original label/hang tag has not been removed. Reebok does not have an online exchange policy, therefore you must return and reorder your purchase. To return a product, please follow the instructions below:

• Please complete the return reasons section on the return form, and include it in your parcel
• Please make sure you pack the item in its original packaging including the original and attached hangtags / labels in the case of apparel items
• Use the return label for addressing the parcel
• If you need a return label, please call us at 1-866-870-1743

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.

A: Reebok stands behind the quality of its product. For purchases made at any store location, you may return it to the nearest Reebok store location at any time you find our product unsatisfactory. If you present the original sales receipt, we will gladly exchange the product or issue a refund based on the method of payment. If an original receipt does not accompany the return, a merchandise credit will be issued at the lowest selling price of the returned item. If you have additional questions or concerns, please call 877-522-5011 (M-F, 9am – 5pm EST.)

A: You are encouraged to return the merchandise where originally purchased. If you have additional questions or concerns, please call 877-522-5011 (M-F, 9am – 5pm EST)

YourReebok - Custom Orders

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.

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.

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.

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.

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

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.

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.

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

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

A: No, YourReebok only ships to US addresses.

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.

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.

Still Have Questions?

Email Us

1-866-870-1743

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