Frequently Asked Questions
We have the answers to most of your questions

Q: What is Sneaker Exchange all about?

A: Sneaker Exchange is an online consignment store where you can buy or sell 100% authentic items such as sneakers, bags and luxury goods etc. To learn more about our company, visit about us.

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Q: Is everything authentic on your website?

A: Yes, we guarantee 100% authenticity on everything that we sell on our website. All items on our website have been inspected by our knowledgeable staffs for authenticity. We do not list nor sell counterfeit merchandise. At Sneaker Exchange, you can buy and sell with absolute confidence. Visit authenticity guaranteed for more specific information.

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Q: Where is your store located?

A: Our online store is open 24/7. We currently operate and ship from our office in Brooklyn, New York. Please feel free to email us with questions, comments, or ideas.

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Q: Who determines the sales price on Sneaker Exchange?

A: Every item on Sneaker Exchange are sold on a consignment basis, therefore the prices are set by our individual consignor. In additional, we recommend our consignor to set their item price at current market value. Prices for similar items may vary depending on the condition, size, rarity, and how fast do they want it to be sold.

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Q: Do you offer refund or exchange?

A: Due to the fact that all our items are sold on consignment, we cannot offer refund or exchange on any order. However, if you have any questions before making a purchase, feel free to contact us.

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Q: What is consignment?

A: Consignment is the act of consigning your merchandise that you wish to sell. When a person (the consignor) send their properties to an agent (the consignee) to sell on their behalf for a small percentage. When you consign with us, we sell for you. We'll take care of everything for you from advertising, promoting your items, customer service to collecting payment, packing and shipping etc. You just need to fill out an online form and then ship your items to us with the signed agreement. We'll do everything else and you'll get paid once the item is sold. For more details on our consignment process, please visit consignment information.

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Q: How do I consign at Sneaker Exchange?

A: We offer an easy consignment process. You just need to fill out an online form and then ship your items to us with the signed agreement. We'll do everything else and you'll get paid once the item is sold. For more details on our consignment process, please visit consignment information.

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Q: Why should I consign at Sneaker Exchange?

A: We don't charge any listing fee at all, and we only take a small percentage (18%) of your item's sale price when your item sells. We also have professional staffs available to answer any questions that you may have and guide you along the whole consignment process. Our job is to get you paid as quick and easy as possible. Say goodbye to waiting on auctions, paying listing fees, dealing with deadbeat bidders and feedbacks etc. Visit consignment information to get started now.

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Q: How much do you charge for consignment?

A: All consignments are based on a 18/82 split policy, another word you'll get to keep 82% of the sale price of your consigned goods. For example, if your item sells for $100, you will be paid $82.

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Q: What do you accept for consignment?

A: We are currently accepting all New or Used (must be in good condition) sneakers and bags. You can find the examples of products that we accept by visiting consignment information or contact us for more details.

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Q: How soon will I get paid after my item is sold?

A: We will notify you via email and phone when your item is sold. Following, if you choose to get paid by check, it will be mailed within 2 business days. If you choose to get paid by paypal, it will be deposited into your designated paypal account within 1 business day.

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Q: What if I change my mind about an item on consignment?

A: You can withdraw your consignment items whenever you want after 14 days from the day we post them on our website at no charge.

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Q: How to shop on Sneaker Exchange?

A: There are many ways to shop at Sneaker Exchange. You can drag your mouse over to the 'SHOP' button on the navigation bar, and then from the drop down menu, you can select either to shop by category, by size or by price based on your preference. You can also enter a keyword into the search bar (located to the right of the navigation bar) in order to look for a particular item. On the product's page, you'll find more pictures and details of the product. Just click on the 'Purchase' tab when you decide to make a purchase, look for your size and then click add to cart to add it to your shopping cart. To view your shopping cart, just click on the shopping cart icon on the top right corner of the page. When you're done shopping, navigate to your shopping cart to check out. You can either pay with a credit card using normal checkout, or click on the paypal check out button to check out using your paypal account. Checkout are processed via secure socket layer (SSL) to ensure that all data are encrypted and transmitted securely across the web.

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Q: Is it safe to shop on Sneaker Exchange?

A: Yes, shopping at Sneaker Exchange is 100% safe and secure.

We implement a variety of security measures to maintain the safety of your personal information when you place an order. We offer the use of a secure server. All supplied sensitive/credit information is transmitted via Secure Socket Layer (SSL) technology and then encrypted into our Payment gateway providers database only to be accessible by those authorized with special access rights to such systems, and are required to keep the information confidential. To learn more about our Secure Socket Layer (SSL) encryption, simply click on the secure seal located below.

Your financial information (credit cards, CVV2 codes etc.) will only be used to process the payment ONCE and NEVER be stored on our servers nor databases.

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Q: What method of payment do you accept?

A: You can place an order by using any major credit card such as Visa, MasterCard, American Express, or Discover via the normal checkout. You can also choose to pay using paypal via the paypal checkout. (Note: we only ship to credit card billing address / paypal confirmed address)

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Q: Can I request additional pictures of a product?

A: Of course you can. Just browse to the product that you would like additional pictures of, then from the product's page, you'll find some yellow speech bubble with an image on it. Click on the one with a picture of a camera, that will take you to a page with a form. Just fill out the information and click 'Submit' to send us your picture request. We'll send you the product's additional pictures within 2 business days upon the submission of your request.

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Q: Are the product image shown on the website taken from the actual product?

A: Yes, they are but because we cannot take picture for each and every sizes of the product, so we only upload 1 set of the product's pictures for each product on our website to represent the actual product. The product's pictures that you see may or may not be the same exact one that you get because the size shown might not be the same as the one that you purchased. (Example: Product A size 7 might look slightly different in appearance from Product A size 13) Exception are used item, which the picture that you see is of the actual item itself because we have to show you exactly how used item looks in details.

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Q: How do I check my order status?

A: You can check your order status by going to check order status. Once there, simply enter your credentials (Order ID + Customer ID + Transaction ID) to proceed. Your credentials are given to you upon successful checkout of your order and via the email confirmation that you received after you completed checkout.

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Q: I have a question regarding a product on your website...

A: Feel free to ask. Submit your question through our contact form or call us during our business hours. You can find our contact information on the contact us page.

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Q: How much do you charge for shipping?

A: We calculate shipping price according to the weight and quantity of item in your order. Shipping rate for every item are indicated in the 'Product Details' section on the product's page (Example: 'Shipping Rate: standard item'), click on the link next to 'Shipping Rate:' to see exactly how much does shipping cost for each particular product. For more details on shipping rate and information, please visit shipping information.

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Q: How do I track my package?

A: All packages that we send out can be tracked via the shipping carrier's website. You will immediately receive an email including all the tracking information once your order is shipped. We recommend our customers to track their package after 24 hours because sometime our shipping carrier does not update the tracking information immediately.

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Q: Can you ship my order to an address other than my billing address?

A: For security purposes, we can only ship orders to your credit card billing address or the PayPal confirmed address if you check out using PayPal.

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Q: Can you send me updates on products and new arrivals?

A: Simply join our mailing list for the latest news and updates, or subscribe to our new arrivals update via RSS on this page . You can also stay connect with us via myspace, facebook and twitter. Check out connect with us for more details.

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Q: I can't find answer to my question here...

A: If you can’t find the answer on this page, then:

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