Frequently Asked Questions
Orders & Shipping
How long will my order take to arrive?
Orders are processed within 1-3 business days. After that, delivery typically takes 7-15 business days within the United States, and longer for international destinations. These are estimates, not guarantees — customs processing and carrier delays can add time. See our Shipping Policy for full details.
Where do you ship from?
Our shoes ship directly from our manufacturing partner overseas. This is what allows us to keep prices low. It also means delivery takes longer than a domestic store, and we would rather tell you that now than have you find out at checkout.
Do you ship to my country?
We ship to most countries. If your address can be entered at checkout, we ship there. International delivery times and any applicable duties are your responsibility.
How do I track my order?
We email you a tracking number as soon as your order ships. Please allow up to 48 hours for the tracking status to update. If tracking has not moved in 5 business days, contact us and we will chase it with the carrier.
My tracking has not updated in a while. Should I worry?
International tracking sometimes goes quiet for several days while a package moves between carriers or clears customs. If there has been no movement for more than 10 business days, email us. We will open a claim, and if the carrier confirms the package is lost we will send a replacement or refund you in full.
Can I change or cancel my order?
Yes, if it has not shipped yet. Email us at coolbietang@gmail.com as soon as possible with your order number. Once an order has been dispatched we cannot change it, but our Refund Policy still applies.
I entered the wrong address. What now?
Email us immediately. If the order has not shipped we can usually fix it. Once it has shipped we cannot redirect it. If a package comes back to us as undeliverable, we will contact you to arrange reshipment; additional shipping charges may apply.
Sizing & Fit
Do your shoes fit true to size?
Do not assume your usual US size will match. Our shoes are sized to the manufacturer's standard based on foot length in centimeters. Please measure your foot and use our Size Guide. It takes two minutes and prevents most returns.
Do you offer half sizes?
Our sizes are listed in whole numbers. If you normally wear a half size, or you are between sizes, size up.
I have wide feet. What should I order?
Go up one full size. Our shoes are built to a standard width, and width — not length — is the most common reason a shoe feels too tight.
What if the shoes do not fit?
You can return them within 30 days of delivery. Unworn items in their original packaging qualify for a refund; you cover return shipping. See our Refund Policy for the full process.
Products
Are these brand-name shoes?
No. Our shoes are unbranded and are not affiliated with, endorsed by, or connected to Nike, Adidas, Under Armour, or any other brand. We sell performance footwear sourced directly from manufacturers at a lower price. If a specific brand logo is what you are after, we are honestly not the right store for you.
Are the photos accurate?
We use the manufacturer's product photography. Colors can look slightly different depending on your screen, and minor variations in materials or detailing can occur between production runs. If an item arrives looking meaningfully different from its photos, contact us — that falls under our damaged or incorrect item policy.
How do I care for my shoes?
Air-dry them at room temperature if they get wet — never put them in a dryer or on a radiator, as heat breaks down the adhesives and cushioning. Wipe mesh uppers with a soft brush and mild soap. Rotate between pairs if you play often, so the foam has time to recover between sessions.
Payment, Duties & Returns
What payment methods do you accept?
All major credit and debit cards are accepted at checkout, along with any additional methods shown on the payment page.
Will I have to pay customs or import duties?
Possibly. Orders shipped internationally can be subject to import duties and taxes levied by your country. These charges are your responsibility and are not included in the price of your order. We are required by law to declare the accurate value of your order on customs documents and cannot mark it as a gift or understate its value.
What is your return policy?
You may request a return within 30 days of delivery. Items must be unworn and in their original packaging. If an item arrives damaged, defective, or incorrect, we will refund or replace it — in most cases without requiring you to ship it back. Full details are in our Refund Policy.
How long do refunds take?
Once your return is received and approved, refunds are issued to your original payment method within 5-10 business days. Your bank may take additional time to post it.
Contact
How do I reach you?
Email coolbietang@gmail.com. We aim to reply within 1-2 business days. When you write in about an order, please include your order number — it helps us help you faster.