Frequently asked questions

Here are some answers to popular questions about our brand and products. Looking to get in touch or have other questions not listed? [Contact us here](/content/pages/contact-us "Contact"/index.html)

Sizing

• What size do I order?
  Every Nfinity shoe has its own size chart, so measure your foot and use the chart for your model. The Flyte fits true to size. The Vengeance fits snug, and its chart already accounts for that. The Alpha, Beast and Fearless run small. Please do not order your normal shoe size without measuring first.

Backorders/Pre-Orders

• What is a pre-order?
  A pre-order means that the item is currently out of stock and we are awaiting a restock from our manufacturer. You are ordering a product that is out of stock and there is an understanding that the order will not ship right away.

• If I order something that is being sold as a pre-order, 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 will I receive my order if I am placing a pre-order?
  Items that are sold out and are available to pre-order can take anywhere from 1 week to 8 weeks to be restocked.

• I was told that you would be receiving a restock within the next two weeks and it's now been 3 weeks, where is my order?
  All estimated restock dates are subject to change, we appreciate your patience as we are also awaiting the inventory.

• 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?
  Shoes and backpacks are only available in the sizes and colors listed on the site. Custom team uniforms are available through the [uniforms](/content/pages/uniform-consultation "Custom Uniform Consultation - Get Your Team’s Perfect Look"/index.html) page.

Shipping

• Where can I find shipping timelines and rates?
  Full shipping details, timelines, and rates are on our [Shipping page](/content/pages/shipping "Shipping"/index.html).

• Why is my package still in pre-shipment?
  Carriers occasionally report delayed or missing tracking scans while a package is in transit. If your tracking has not updated in several days, please reach out through the chat bubble and our team will look into it.