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Store Reopening Customer Guide

Store Reopening Customer Guide
 

As we reopen our stores across North America, we want to share some precautions we’re taking to ensure your safety and the safety of our associates.

Where can I find information on store hours and openings?

Store hours may be limited and can change. For the freshest information, visit our store locator pages for:


Will I need to wear a face mask or another type of face covering in your store?

The CDC recommends wearing some sort of face covering in the public – especially when it's challenging to maintain a 6-foot distance in public spaces.

Masks will help prevent other people from becoming sick while reducing the spread of COVID-19 if you're infected but don't show symptoms.

If you live in a state/county/city/or town that requires you to wear something to cover your face when shopping, riding transit, or visiting a doctor, then you must cover your face or wear a mask to enter our stores. These guidelines are in place to protect you, your community, our associates, and their families.

Remember, we're all in this together.


What in-store precautions are your associates taking?

We're following all CDC recommendations including:

  • Wearing masks.
  • Supplying and recommending our associates wear gloves.
  • Cleaning and disinfecting frequently touched surfaces like door handles, payment terminals, payment registers, and more.
  • Training associates on proper hand-washing techniques and other preventative measures.
  • Encouraging customers to use touchless payment methods (like Apple Pay).
  • Sending receipts by email.
  • Social distancing within the stores.
  • Adding signs by the checkout lanes to show our customers what the 6-foot space required for "social distancing" looks like.
  • Observing occupancy limits set by local governments.
  • Installing sneeze guards by cash registers (where required by local/state law).
  • Offering hand sanitizer stations.

We also empower our employees to stay home if they feel sick – even with mild symptoms, as per CDC guidelines.


What changes should I know before heading to my local store?

As we welcome you back into our stores, you'll see:

  • Our fitting rooms are closed, but you can still try on sneakers and other footwear.
  • We've separate seating areas into pods and benches – limited to one person. Families may sit together.
  • We encourage unrelated customers to maintain a 6-foot distance between each other.
  • We offer complimentary and disposable try-on socks.
  • We provide e-receipts (to limit contact between associates and our customers).


I went to a Footaction store and an associate said a small number of people were allowed in at one time. How long will this occupancy limit remain?

We adjust the maximum occupancy in our stores based on guidelines set by officials in your state. If there are changes to state guidelines, then we'll adjust our store's maximum occupancy accordingly.

If a state does not have established guidelines, we have a standard of 1 person for every 150 square feet – that number includes associates and customers.


I'm not comfortable walking into a store. What shopping options are available?

Totally understandable. We offer two options to make shopping safe and convenient.

  1. You can order online (app or web) and have your items shipped to you.
  2. We also offer a buy online, pick up in store option that might be right for you.

Just choose the "buy & pick up in store" option on the product page. After you pay, we'll send an email (in about 24 hours) when your order is ready.

If you live in the New York or Los Angeles areas, then you can get your kicks faster through curbside pickup at select stores. It’s simple.

When you arrive at the store, look for our curbside pickup station. A store associate will be there to guide you through the quick pick up process.

Please note we do not currently accept returns at these stores.


Will I be able to pick up the latest product releases?

Please check our release calendar for the latest information. Some releases will be available through our website while others will be available through the app reservation feature on the Footaction app.


Can I try on sneakers?

Yep! Before you try a pair of sneakers, we ask you:

  • Clean your hands with an alcohol-based hand sanitizer (we have stations in the store).
  • Use our complimentary and disposable try-on socks before putting on the sneaker.

Seating tips:

  • We'll separate seating areas into pods and benches – limited to one person. Families may sit together.
  • We encourage unrelated customers to maintain a 6-foot distance between each other.


Can I try clothing like jackets, sweatshirts, and jerseys?

Sorry, not at this time.

Our fitting rooms will be closed. You can only try on footwear.


Are you accepting returns at this time?

Yep! Once an item is returned, we'll store it in an assigned location for 48 hours. That item will not be available for sale during that time.

Here’s some more information that you should consider:


30-day return extension

Footaction will accept returns and exchanges up to 30 days after our stores reopen for items bought online and in store. This policy extension covers online and in-store purchases made after Feb. 1, 2020. Any items bought in stores or online after that date can be returned 30 days after the stores reopen.


To complete in-store return/exchange

Items must be accompanied by a receipt, invoice, order confirmation, or shipping confirmation and repackaged in the original boxes if applicable. All labels must be attached.

Email

Internet Customer Service is available 24 hours a day, seven days a week.