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Help and Assistance

Thank you for shopping with Whether you are a new customer or a loyal shopper of our site, we want to make certain that your experience on is easy and problem free. To this end, we have attempted to answer some of the most commonly asked questions in the sections below. If you cannot find the answer to your question, or need more clarification, please email customer service and one of our associates will be happy to assist you.

Contact Us // Order Policies // Billing and Shipping // Returns and Exchanges

Contact Us

Infinity Shoes is always glad to hear from you and would be happy to help with any questions you may have. If you would like to send us an email, please fill out our contact form and a customer service associate will respond to you within one business day. As an alternative, we can be reached by any of the following methods:

By Phone: 1-888-882-1055 (Monday through Friday, 10am to 6pm)

By Fax: 1-212-966-5234

By Mail: Infinity Shoes
390 Broadway
New York, NY 10013

Order Policies

How will I know if my order is confirmed?
Upon placing your order you will receive an order confirmation via email.

Can I make changes to or cancel my online order once it has been placed?
Most orders are shipped within 24 hours of being confirmed. If you wish to change or cancel an order before it ships, please email us or call a Customer Service representative to make the necessary changes. Please note that once an order has been processed and shipped, it cannot be changed. In this case, we ask that you wait for the order to arrive and then follow our Returns/Exchanges procedures.

How can I track the status of my order?
To track the status of your order, log in to your account, and click on the 'Orders Status / History' tab. Also, when your order is shipped, you will be emailed a shipping confirmation email with your packages' tracking number.

What if I ordered an item that is out of stock?
While we strive to fulfill all orders placed on, special circumstances may arise that prevent us from fulfilling an order. If we are unable to complete any part of your order you will be notified via email, and your credit card will be refunded for the purchase amount.

The item I would like to purchase is currently out of stock, will it become available again?
At we do our best to replenish items in high demand. By clicking the 'Notify Me' link on the product page you will be able to send us a message requesting the product. If this item is replenishable or becomes available again, you will be notified by our customer service staff immediately.

I would like to place an order for a clearance item, what is the return policy?
Clearance items can be returned for online store credit and are not eligible for a refund. Store credit issued by is issued to your customer account; if a customer does not have an account, store credit can be used at guest checkout when placing an order by using the same e-mail address that you used to place your original order. Store credit issued by does not expire and can be applied to any order during the checkout process.

The price of an item I purchased has recently been reduced, do you offer price adjustments?
Price adjustments will be honored if the customers's request is received within seven business days of the UPS shipping date. Price adjustments will not be issued on any orders placed during a promotion.

I have been issued store credit, how do I apply it to my order?
Store credits are linked to user accounts at To apply your store credit, log in to your account and proceed to checkout. If you have been issued a store credit for a shoe purchased using guest checkout, proceed to checkout using the same e-mail address you used when you placed your original order. On the checkout page you can click to apply your store credit before completing your order.

I have a coupon code, how do I apply it to my order?
Coupon codes can be applied to your order in the shopping cart or at checkout, simply enter your coupon code in the "Coupon" field and click "Apply." Please note that only ONE coupon code may be used per order. Coupons cannot be combined with other discounts or promotions, and apply to merchandise only. coupons are only valid for online purchases at and are non-transferrable. Coupons cannot be retroactively applied to orders that have already shipped. All coupons and promotion validity dates are calculated in US Eastern (New York) time.

Billing and Shipping

What forms of payment are accepted for online purchases?
We currently accept Visa, Mastercard, American Express, and Discover. We also accept payments via PayPal. When an order is placed, your card will be authorized to verify that the funds are available. The funds will be held until the order is shipped, at which point the credit card will be charged. If the order is canceled for any reason your card will not be charged. Depending on your credit cards policy, the authorized funds may be held for 3-7 business days. We assure you that the hold will clear, and the funds will become available, but there is nothing we can do to expedite this process.

When does charge my card?
Your credit card is only charged at the time that we are shipping your order. If you have not received a shipping confirmation then has not yet charged your card. If you see what appears as a charge on your account, it is not a charge but only a hold of the funds. If your order is canceled/rejected, the hold will drop from your account over a period of 3-7 business days.

I canceled my order but there still seems to be a charge on my credit card.
When an order is placed through our website, the charge amount is authorized by the credit card company and the funds are held until the order is shipped, at which point the charge is finalized. If an order is canceled for any reason prior to shipment, the charge will not be finalized. In some cases you may notice that these funds continue to be held, even after the order has been cancelled. Depending on the policy of your credit card company, this hold may last anywhere from 3-7 business days. This is done to protect you from any accidental overdrafts, and is outside of our control. We assure you that your card will not be charged, and the hold will eventually clear. Unfortunately, there is nothing we can do to expedite this process.

I want to cancel my order but it has already been shipped, what should I do?
Once an order has been shipped it cannot be canceled. If you no longer want the item you will need to follow the normal return procedure. If you refuse the item it will still be handled as a return, and you will be billed for the inbound and original shipping fees.

Will I be charged sales tax on my order?
You will only be charged sales tax if you live in the state of New York, since we have retail locations in New York. If you reside in any other state you will NOT be charged sales tax.

What shipping options can I choose from? ships via UPS. We currently offer UPS SurePost, UPS Next Day Air, UPS Second Day Air, and UPS 3 Day Select delivery methods. We offer FREE SHIPPING on orders over $50.00 shipped within the continental United States via UPS SurePost. Orders less than $50 can be shipped for a flat rate of $5. Shipping to Hawaii, Alaska, and Purto Rico is a flat rate of $29.95. Any orders placed for UPS Next Day or UPS Second Day Air will also be billed at the quoted UPS rates.

What does "Address 2" mean? Should I enter an alternative shipping address in this text box?
No. The "Address 2" field is where your apartment number, unit number, suite number, floor number or other subdivision of your shipping address should be entered. Please note that does not split shipments between multiple addresses, and one valid shipping address is required for each order. does not accept multiple shipping address options from customers, as this increases the liability of in case of returned shipments or problems with delivery. Please note that the "Address 2" field is intended for apartment, unit, suite or floor numbers, not an alternative shipping address.

When will my order ship?
In most cases orders will be shipped the next business day after they are placed. However, please allow 1-3 business days for an order to be processed and shipped.

Can I ship to a P.O. Box or Military Address (APO)?
Yes. UPS SurePost allows us to deliver to a P.O. Box or military address (APO). Express shipping methods are not eligible for delivery to P.O. Boxes or military addresses (APO).

Can I place an order to a country outside of the US?
Yes. Please follow the instructions on our International Shipping page to place an order.

My package was refused/unable to deliver, what should I do?
You will be notified by our customer service department by email if an order package was refused by the recipient or returned to us due to incomplete delivery as a result of customer negligence. If you no longer want the item it will be treated as a return, and you will be charged for all associated shipping fees. If you want the order to be re-shipped you will be charged the associated shipping fees. These fees will be charged to the credit card associated with the order.

Returns and Exchanges

What is Infinity Shoes' Return Policy? is glad to accept returns of unworn merchandise. Returns must be postmarked within 30 days of original ship date. For specific instructions regarding returns, please see our Returns and Exchanges page.

Can I exchange an item for another size, style, or color?
No. Infinity Shoes does not offer exchanges. For a detailed explanation of the exchange policy and procedure please see our Returns and Exchanges page.

What is policy for damaged or defective items?
If you believe you have received a damaged or defective item in your shipment, please notify us immediately via email or phone at 1-888-882-1055. If you do not contact us with two days of receipt of the item, the order will be considered to have been received in proper condition.

Does stand behind manufacturer's defects? will guarantee against manufacturer's defects for 60 days from the date of purchase. If you believe the item you purchased to be defective, please email us. You may also wish to contact us by phone at 1-888-882-1055. In order to expedite the process, please provide us with a picture of the supposed defect. If you do receive a return authorization, the items will be inspected upon receipt. We will evaluate it and resolve the situation. Our returns department will have the final say on whether the damage is a manufacturer defect or is the result of normal wear and tear. Please note that normal wear and tear does not qualify for a refund or store credit.

Can I use the same return label multiple times?
No. A UPS return label created by may be used only once, and any subsequent use of the same return label will not be insured by UPS against loss, damage or theft and will be returned to the customer at their expense.