一、Payment & Order Issues
1. Why was my payment declined or is still pending?
This can happen for several common reasons:
- Your billing information does not match the cardholder details
- Incorrect payment information was entered
- Multiple purchase attempts were made in a short period
- You are using multiple devices or email addresses
- There are insufficient funds in your account
If none of these apply, please try alternative payment methods including PayPal, bank transfer, or other supported options listed on our site.
2. I didn’t receive an order confirmation. Did my order go through?
Order confirmation emails are sent immediately after purchase. If you haven’t received yours:
- Check your spam or junk mail folder
- Verify that the email address you entered is correct
If you’re still unsure, contact our customer service team for assistance.
3. I haven’t received my QC (Quality Control) confirmation email after 3 business days. Is my order being processed?
QC photos are typically sent within 1–3 working days. If you haven’t received them:
- Check your spam or junk mail folder
- Verify that your email address is entered correctly
- Note that delays may occur during holidays
If you still need help, contact our customer service team for the latest order updates.
4. Can I modify my order after placing it?
We process orders quickly to ensure timely delivery. If you need to make changes, contact our customer service team as soon as possible. While we can’t guarantee all requests will be accommodated, we will always do our best to assist you.
5. How do I cancel my order?
To cancel your order, contact our customer service team as soon as possible. Please note: Once an order has been processed or shipped, cancellation may no longer be possible.
6. Where can I find my order number?
Your order number is included in the confirmation email sent after purchase. If you can’t find it:
- Check your spam or junk mail folder
- Log in to your account on our website to view your order history
If you still need help, contact our customer service team.
二、Shipping & Customs
7. What shipping methods do you use, and how long does delivery take?
We partner with leading global carriers including DHL, FedEx, and USPS for fast, reliable worldwide shipping. Standard delivery typically takes 9–15 working days, depending on your location.No extra shipping fees will be charged after successful payment. Do not trust unofficial payment requests.
8. How do I track my order?
A tracking number will be updated on your order page and sent to your email within 1–3 working days after shipment. You can use this number to monitor your package’s journey in real time.
9. What happens if my package is intercepted by customs?
If your package is lost or intercepted by customs, contact us with your order number and tracking details. We will help arrange a reshipment after confirmation.
10. My package shows as delivered but I haven’t received it. What should I do?
- First, check your front door, apartment mailbox, or common mail areas. Ask family members or neighbors if they accepted the package on your behalf.
- If you still can’t locate it, contact your local post office to file a lost package inquiry. You will receive a claim number, which you can share with our customer service team. We will then assist with resending your order or processing a refund.
11. What should I do if delivery fails?
Contact our customer service team immediately to get the phone number for your local post office. You will need to coordinate directly with them to arrange redelivery or pickup of your package.
三、Product & After-Sales
12. What is QC (Quality Control)?
QC stands for Quality Control. Before shipping, every pair of shoes undergoes a full inspection to ensure it meets our strict quality standards. We will send you detailed photos of your shoes via email for your approval. Once you confirm you are satisfied with the QC photos, your order will ship within 24 hours.
13. My package arrived damaged. What should I do?
- Take clear photos of the damaged packaging and shoes
- Contact our customer service team within 48 hours of delivery We will guide you through the next steps to resolve the issue, which may include a replacement or refund.
14. My shoes arrived defective or with quality issues. What can I do?
If you receive defective or incorrect shoes:
- Take clear photos of the product and packaging
- Contact our customer service team within 48 hours of delivery We will work with you to resolve the issue quickly, including replacement options if applicable.
15. I received the wrong item in my order. What should I do?
- Take clear photos of the item you received
- Contact our customer service team within 48 hours of delivery We will arrange to send you the correct item at no extra cost.
16. What if my shoes get damaged after use?
Our shoes are built for durability. If damage occurs after use:
- Review our warranty policy to confirm coverage
- Contact our customer service team with photos of the damage, and we will assess the situation and provide possible solutions.
17. Can I exchange or return my shoes?
- Before shipping: You can request an exchange or refund by contacting customer service.
- After delivery: We offer a 30-day return/exchange policy for quality issues (excluding normal wear and tear or subjective issues). If you receive a defective product within 30 days, contact our team to start the process.
If you have any questions, please feel free to contact Dopesneakers staff at any time：
Instagram：wbcshoes.com
Email:wbcshoes5589@gmail.com