Frequently Asked Questions

What is your return policy?

Refunds and size exchanges are accepted within 30 days from receipt. If shoes and/or case have been written on, shoes have been worn, show any signs of dirt or are not in re-stockable condition we cannot process the return/exchange.


How do I return an item?

With every order, Nfinity will automatically send a pre-paid return shipping label inside the package. Please use this label to return your item, and drop the package off at any FedEx location. Please also use the bottom portion of the packing slip and write a short note explaining what you need in return (i.e. the different size you need or a refund). If you ask for a refund, the returns department will automatically refund the card used for the original purchase.


How long does it take for me to get a refund?

It may take 4-5 business days for your return to reach the Nfinity Offices. Once it is received and inspected (usually within 72 hours of receipt) your refund will be processed and automatically applied to your credit card or original method of payment within 5 days. Please note that depending on your credit card company, it may take an additional 2-10 business days after your credit is applied for it to post to your account.


How long will it take to ship to my address?

Please refer to the below map.



What is the shipping process?

Most in-stock items, expedited or ground orders, ship within 48 hours of ordering.  In transit shipping times start the following business day after the order has been shipped.  Some orders may take longer to process. Please note that items ordered together may not be shipped out on the same day, and occasionally items may be temporarily out-of-stock or backordered. You will be alerted in either instance and will be provided an approximate date of shipment. Rest assured any shipping delay will be communicated to you at the time of your order. Should any other unforeseen delay occur, you will be notified within 10 days of placing your order.    


What size do I order?

Please refer to the below size conversion chart.


How can I tell if an item on backorder?

When you select a specific item and/or size, there will be a message on the website that states “this item is currently out of stock.” If the item is in stock, there will be no message that appears.


When I log into my account, the order says “pending fulfillment.” What does that mean?

Pending fulfillment simply means your order has been processed and is waiting to be packed and shipped. If the order has said pending fulfillment for over 2 business days, it is likely that the item is on backorder, and will not ship until we receive our next container.


If I order something that is backordered, when will my card be charged?

Your card will be charged at the time the order is placed.


I misplaced my prepaid return label. How can I get one replaced?

We are more than happy to help you print out a new label. Please email us with your contact
information including name, address, email, phone number and we will email you a prepaid label.


How do I Wash N’ Care for my shoes?

Do not put shoes in the washer or dryer

Use mild soap and a wet wash cloth to gently buff out the dirty areas on the shoes

Untie shoe laces before removing shoes


Do you have any retail locations?

Click here to take you to the ‘partners’ page.


What are cookies? Do I need to enable cookies on my browser?

A cookie is a small amount of data that is sent to your browser from a web site and is stored on your computer's hard drive. If your browser's preferences allow it (most browsers are installed with cookies enabled), each web site can send its own cookie to your browser. To protect your privacy, cookies do not store personal information but instead use anonymous unique identifiers. Each web site can only access the cookie they have sent to your hard drive, not the cookies sent by other web sites.


You need to enable cookies on your browser to enjoy all the shopping features on Cookies needs to be enabled on your browser so you can add products to your shopping cart and to access your account information.


Can you all embroider my backpack for me?

Unfortunately, Nfinity does not have the ability to embroider or customize and items. You will need to contact an outside embroidery / printing company.


Can you ship to me internationally?

Yes, we now offer International shipping. Click here and visit our International Orders under our Customer Care Section.


You sent me an email letting me know that my order has shipped, but the FedEx tracking number isn’t working. Why?

The FedEx tracking number will activate at the end of the business day in which an order ships. Please wait until the end of the business day and retry the tracking number. If the tracking number still is not activated, please call customer service.


If I need to expedite the shipping, can I do that?

You will be able to choose an expedited shipping method at the time of your order. Please keep in mind, expedited shipping still only ships on business days.


FedEx Home Delivery is Tuesday-Saturday
FedEx Ground is Monday-Friday


Can I special order a different size shoe, or a different color backpack?

Unfortunately, Nfinity does not have the ability to customize or special order specific items.


Do you offer team discounts?

Nfinity does offer team pricing to customers in the United States. Please email for more information.


How can I contact customer service?

You can email or call 404-478-7873


Customer Care