FAQs
Are Your Products Authentic?
Are Your Products Authentic?
Yes. Every product sold by KickFly is 100% authentic and sourced directly from manufacturers or authorized distribution partners. We never sell counterfeit, replica, or unauthorized merchandise.
1. Shipping & Delivery
What are your business hours for processing orders?
What are your business hours for processing orders?
Monday–Friday, 9:00 AM to 5:00 PM EST (excluding federal holidays).
When will my order ship?
When will my order ship?
Orders placed on weekends or after 2:00 PM EST may process the next business day.
Where do you ship?
Where do you ship?
We ship within the U.S., U.S. territories, Canada, APO/FPO, and select international locations.
How long does shipping take?
How long does shipping take?
- Continental U.S.: 5–10 business days
- Alaska & Hawaii: 6–10 business days
- U.S. Protectorates & Canada: 6–10 business days
- APO/FPO: 15–30 business days
- International: 10–25 business days
My tracking says delivered, but I didn’t receive my package.
My tracking says delivered, but I didn’t receive my package.
Follow the steps in our Lost Package Policy here:
http://kickfly.com/pages/shipping-and-returns
Typically:
- Check with neighbors/household members
- Contact carrier to open a claim
- Email us with your case number so we can assist
Do you offer expedited shipping?
Do you offer expedited shipping?
Expedited options and certain locations (Hawaii, Alaska, PO Boxes) may include surcharges.
Full details: http://kickfly.com/pages/shipping-and-returns
2. Returns & Exchanges
What is your return window?
What is your return window?
Returns and exchanges are accepted within 30 days of purchase.
How do I start a return or exchange?
How do I start a return or exchange?
Email us first for authorization at orders@kickfly.com.
Do not return items without approval.
Who pays for return shipping?
Who pays for return shipping?
Customers are responsible for return shipping unless the item was defective or incorrect.
What condition must items be in to qualify for return?
What condition must items be in to qualify for return?
- New
- Unworn
- Original packaging
- Shoe boxes must be shipped inside a separate box (not used as the shipping box)
Do you charge restocking fees?
Do you charge restocking fees?
Yes, for bulk orders of 10+ units if over 20% is returned.
Are wholesale purchases returnable?
Are wholesale purchases returnable?
No. Wholesale Program orders are final.
Full details: http://kickfly.com/pages/shipping-and-returns
3. Ordering & Account Questions
Do I need an account to place an order?
Do I need an account to place an order?
No, you may check out as a guest. Creating an account helps track orders faster.
I entered the wrong address. Can I change my order?
I entered the wrong address. Can I change my order?
Orders cannot be changed or canceled once submitted. Please double-check your shipping details before placing your order.
I didn’t receive an order confirmation email. What should I do?
I didn’t receive an order confirmation email. What should I do?
Check spam/junk folders first. If still missing, contact us at support@kickfly.com.
4. About KickFly
What is KickFly?
What is KickFly?
KickFly is an athlete-focused retailer offering Adidas and Under Armour footwear, apparel, and team gear curated for performance, comfort, and genuine results. Learn more on our About Us
Where is your support team located?
Where is your support team located?
Our support team is U.S-based and trained to help athletes choose the best gear for their goals.
Do you sell authentic Adidas and Under Armour products?
Do you sell authentic Adidas and Under Armour products?
Yes. We only offer 100% authentic items sourced directly from Adidas, Under Armour, and authorized distribution partners.
5. Product Fit & Sizing
Do KickFly shoe models fit true to size?
Do KickFly shoe models fit true to size?
Fit varies by brand and model. Product pages include specific fit notes where relevant—especially for cleats, running shoes, and slides.
Do Under Armour Blur cleats fit wide feet?
Do Under Armour Blur cleats fit wide feet?
No. They run narrow; wide-footed athletes often size up ½–1 size.
Do Adidas Adilette slides run small?
Do Adidas Adilette slides run small?
Many customers size up due to the snug strap fit.
How do I choose the right model?
How do I choose the right model?
Each product page describes performance benefits and intended use. You can also contact our team anytime for fit guidance:
support@kickfly.com
6. Payment, Billing & Tax
What payment methods do you accept?
What payment methods do you accept?
Major credit cards and PayPal.
International cards and gift cards should check out via PayPal.
Do you allow split payments?
Do you allow split payments?
No.
Do you charge sales tax?
Do you charge sales tax?
Sales tax applies in most U.S. states except: Alabama, Arizona, Arkansas, Florida, Hawaii, Idaho, Illinois, Kansas, Michigan, Missouri, Nevada, New Mexico, New York, North Carolina, Ohio, South Carolina, Texas, Wisconsin.
Why was my payment declined?
Why was my payment declined?
Common causes:
- Incorrect billing address
- Bank restrictions
- Insufficient funds
- Card issuer security blocks
If issues continue, check out with PayPal.
Will I pay customs duties or import taxes?
Will I pay customs duties or import taxes?
International orders may be subject to customs fees, duties, or taxes imposed by the destination country. These charges are the responsibility of the customer.
7. Product Questions — Adidas & Under Armour
Are all products brand new?
Are all products brand new?
Yes. KickFly does not sell used or refurbished items.
Do shoes come with manufacturer warranties?
Do shoes come with manufacturer warranties?
Some models do. Product pages will mention when a warranty applies.
Where can I learn more about Adidas or UA technology?
Where can I learn more about Adidas or UA technology?
You can explore our full brand pages:
- Adidas Adizero: http://kickfly.com/pages/adidas-adizero
- Adidas Adilette: http://kickfly.com/pages/adidas-adilette-slides
- Under Armour HOVR: http://kickfly.com/pages/under-armour-hovr
- Under Armour Flow: http://kickfly.com/pages/under-armour-flow
- UA Blur: http://kickfly.com/pages/under-armour-blur
- UA Magnetico: http://kickfly.com/pages/under-armour-magnetico
8. Custom Team Uniforms & Screen Printing
Do you customize Adidas and Under Armour uniforms?
Do you customize Adidas and Under Armour uniforms?
Yes. KickFly offers professional embroidery, screen printing, and logo placement.
How do I start a custom uniform order?
How do I start a custom uniform order?
Fill out the request form on our customization page:
http://kickfly.com/pages/custom-team-uniforms
Do you require a minimum order?
Do you require a minimum order?
No minimums — we handle single items or full team sets.
What is the turnaround time for custom orders?
What is the turnaround time for custom orders?
Typically two to three weeks after design approval.
Can I get a quote before ordering?
Can I get a quote before ordering?
Yes. Submit your form and our team will reach out with a design quote.
9. Affiliate Program
Do you have an affiliate program?
Do you have an affiliate program?
Yes—athletes, creators, and sneaker enthusiasts can earn 20% commissions.
Where do I join?
Where do I join?
What are the benefits?
What are the benefits?
- 20% commission
- 30-day cookie
- No minimum payout
- Real-time dashboards
- U.S. support
- Marketing resources
10. Policies You Should Know
Where can I read your Privacy Policy?
Where can I read your Privacy Policy?
Where can I read your Terms of Service?
Where can I read your Terms of Service?
Where can I read your Accessibility Statement?
Where can I read your Accessibility Statement?
Where can I find your Shipping & Returns Policy?
Where can I find your Shipping & Returns Policy?
11. Technical Issues
I can’t log into my account. What should I do?
I can’t log into my account. What should I do?
Use “Forgot Password” on the login page. If you still cannot access your account, email orders@kickfly.com.
I’m not receiving emails from KickFly.
I’m not receiving emails from KickFly.
Check spam, mark us as a safe sender, or contact us for help.
My discount code isn’t working.
My discount code isn’t working.
Codes may exclude select new arrivals, limited drops, or already discounted items.
12. Team Orders & Custom Uniforms
Do you offer team pricing?
Do you offer team pricing?
Yes. We work with schools, clubs, travel teams, and organizations to provide team pricing and bulk order solutions.
Can you customize uniforms?
Can you customize uniforms?
Yes. We offer embroidery, screen printing, and custom uniform solutions for qualifying team orders.
How do I request a team quote?
How do I request a team quote?
Complete our Team Customization form and a member of our team will contact you.
13. Sizing & Fit
How do I find the correct size?
How do I find the correct size?
Most products include manufacturer sizing information. If you need assistance, contact our support team before placing your order.
What if my item doesn't fit?
What if my item doesn't fit?
Eligible items may be exchanged or returned within our return window if they are unworn and in original packaging.
14. Contacting KickFly
How do I contact customer support?
How do I contact customer support?
Use our contact page:
http://kickfly.com/pages/contact
Or email: support@kickfly.com orders@kickfly.com (order questions)
How quickly will I hear back?
How quickly will I hear back?
We strive to respond promptly during business hours, Monday–Friday.