Frequently Asked Questions

General Inquiries

How is Flight Club different from other footwear retailers?

We’re a consignment business, meaning we source product from independent sellers who use our platform to sell shoes.

What determines the price of shoes?

We work with sellers to determine sale prices systematically using a myriad of factors such as shoe condition, rarity, and size availability.

How can I find a specific shoe?

You can find our entire catalog of inventory listed online on our website. If you’re in pursuit of a specific pair, go ahead and use our search bar to browse our vast assortment of product. If we’re out of the size you’re looking for, we’ll notify you when it becomes available again. All you have to do is sign up to receive email notifications from us. This can be done by clicking on the ‘size unavailable’ option directly on the product page.

Are all products sold at Flight Club authentic?

Yes, all of our inventory is guaranteed authentic.

What does 'Conditional' mean?

Conditional is a label we use to identify shoes that arrive to us with any of the following: damaged original box, not original box, an alternate label on the box, cracked midsole, creases, b-grade, discoloration, scuffed or with missing items.

We consider any shoe that is 8+ years old a collectible and advise owners to wear at their own discretion.

Please note: All sales are final Flight Club will not honor any claims once the Flight Club hang tag is removed from the shoe or if the shoes have been worn.

Orders

How can I determine what shoe size to order?

To help determine appropriate sizing, we recommend referring to the original manufacturer's size guide.

How can I make changes to or cancel my order?

Please contact customer support at [email protected] Please note: we are unable to process cancellation requests once an item ships.

Once an order has been placed, we are unable to change any information, add any additional items, apply any promotional codes.

If you are wanting to cancel your order, please contact our customer support at [email protected]. Please note, all emails are responded to in the order in which they are received, as such, we are not able to guarantee that we will be able to cancel your order prior to your item(s) being shipped.

I am experiencing issues checking out.

If you are unable to complete your order at checkout, please contact customer support at [email protected]. Please make sure to provide as many details as possible (browser, device type, error message being received, etc.) as well as any available screenshots.

Why was my order canceled?

There are a number of reasons why an order may get canceled. Please contact Customer Support at [email protected]

There are a number of reasons why an order may get canceled. Once your refund has been processed you will be notified via email in regards to your cancelation.

We reserve the right to cancel orders in our sole discretion.

Please contact Customer Support at [email protected]

Why was my order declined?

We apologize that your order did not go through. To optimize the processing speed and order accuracy we use a third party verification system that automatically approves or declines web order transactions for us.

Customers whose orders are declined receive a notification email from us, and the payment is automatically voided from our payment processor. Since your order attempt failed when using a credit card as your payment method, we recommend using our other payment option listed on our website, PayPal.

Order review

All orders are subject to a fraud review, which may result in a delay in processing. We may also require additional information in order to verify your purchase. Should your order fail to meet our fraud verification requirements, you will be notified via email.

Returns

What is Flight Club’s return policy?

All sales are final. Should you have any additional concerns or questions, please contact customer support at [email protected]. Please note: Flight Club will not honor any claims once the Flight Club hang tag is removed from the shoe or if the shoes have been worn.

Possibly put into place a strict policy around how long a customer is able to contact us regarding any issues (3 business days from the day the package is marked as delivered)

Delivery

How long will it take for my order to ship?

Customers can expect their orders to arrive within 5-10 business days for domestic addresses and 1-2 weeks for international, military, and PO box addresses.

Orders typically arrive within 1-2 weeks for domestic shipments and 2-3 weeks for international shipments. Once your order ships, you will receive a shipping notification with an estimated delivery date for your order via email.

Delivery times are estimates and are not guaranteed, as shipments may be affected by weather-related delays or events outside of our control.

How much does shipping cost?

The cost of domestic shipping for items is $10 to the 48 contiguous states, $15 to Hawaii and Alaska. The cost of shipping for “Instant Ship” items ordered with expedited shipping is $25. The cost of shipping is $30 to Canada and $50 to all other international countries.(perhaps mention something in regards to customs fees) Customers may incur additional charges for purchases of multiple items or heavy items.

Can I ship to an address other than my billing address?

You may ship to an address that differs from your billing address.

What happens if my package is returned to Flight Club?

In the event your package is returned to us, we will issue a refund (less the initial and return shipping costs) to your original payment method.

Will customs and duties be included for international orders?

No. Custom and duty fees for international orders are billed upon package delivery.

Is a signature required upon delivery?

We require signature confirmation for orders with products valued at $750 and above per unit

I never received my order. What do I do?

Check the Orders tab in your Profile to make sure your order was shipped. If it was, check the tracking number to see where the order is currently located. If it was delivered and you still have not received your order please contact us at [email protected].

Can I upgrade my shipping?

Expedited shipping is available for select items and is currently only available for domestic shipping addresses. Should your order be eligible for expedited shipping, you will be provided the option to upgrade your shipping method at checkout.

Please note, we are not able to change any information on your order including the shipping method.

Can I pick up my order in store?

Select items are eligible for in-store pickup, should the items you are looking to purchase be eligible for in-store pick up you will be able to choose to pick up your order as your shipping method at checkout.

Please note, we are not able to change any information on an order including the shipping method.

Payment

What types of payment does Flight Club accept?

Flight Club currently accepts: American Express, Visa, Mastercard, Discover, China UnionPay, JCB, Diners Club. We also offer flexible monthly payment options via Affirm & Afterpay.

Will I be charged sales tax?

Effective October 1, 2018, all orders shipped to applicable states will be charged their respective sales tax rates. Qualifying orders that are shipped to an Australian address will be subject to a 10% Goods and Services Tax in accordance with Australian legislation.

FC Branded Gift Cards

Can I purchase a Flight Club branded gift card?

At this time, we do not offer Flight Club branded gift cards.

Misc.

For all other inquiries, including technical issues, please contact customer support at [email protected]

For information regarding consignment, please visit: sell.flightclub.com or email us at [email protected].

CONTACT US

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