FAQs

Sizing

What size do I order?

Please note that you will need to size up for most of our shoes according to our size charts. Use your street shoe size to convert. You may view our sizing chart here: https://www.nfinity.com/pages/size-fit-guide


Backorders

How can I tell if an item is on backorder?

When you select a specific item and/or size, an “Out of Stock” message will appear on the page.

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

All credit card orders are charged and paid in full at the time the order is placed. This includes backordered and in-stock items.

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 the item is in stock.


Order Cancellations

Can I cancel my order? 

Yes, all orders that are not pre-orders or custom wear (all custom wear is considered to be a pre-order) are eligible for cancellation. We will try to get to all order cancellations as soon as possible. Please note that we do get hundreds of messages a day and we may not get to your cancellation request before the order has been fulfilled. You may have to send the item back after it has been received.  We apologize for the inconvenience.


Care

How do I wash my shoes?

Do not put shoes in the washer or dryer. Use a mild soap/ detergent and a warm soft cloth to gently buff out the dirty areas on the shoes.

How do I care for my shoes?
  • Always untie laces before removing shoes.
  • When not wearing the shoes, keep them in the Nfinity case.
How do I wash my backpack or makeup case?

Do not put your backpack or makeup case in the washer or dryer. Use a mild soap/detergent and a soft cloth dampened with lukewarm water to gently buff out the dirty areas on the item. Never use hot water.


Personalization

Do you offer embroidery/ decorating on backpacks?

Nfinity does not offer embroidery/ decorating as an add-on feature. If this is something you are interested in having done, please take the backpack to an embroiderer or t-shirt printing company in your area.

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

Nfinity does not offer custom or special order items.


Shipping

Due to the impact of COVID-19, shipping carriers are not able to guarantee delivery dates at this time. Please note that shipping fees will not be refunded if your order does not arrive in the estimated delivery window. 

Why is my package still in pre-shipment?                           

As a result of COVID-19 challenges, shipping carriers are experiencing an increase in package volume. This may result in delayed or missing shipment scans while in transit. 

You may view more about our shipping policies here: https://www.nfinity.com/pages/shipping 


Contact

How can I contact customer service?

You can email support@nfinity.zendesk.com to reach one of our outstanding customer experience specialists.