FAQ'S


Contact FILA.com

 

Q)  What are your hours of operation?

A)  Monday-Friday 10:00am - 9:00 pm. Saturday & Sunday Closed

Q) How can I contact you?

A) You can reach us at our: Phone number: 800- 845- 3452, email: Consumercare@fila.com, or LIVECHAT. 

 

 

ORDERING & PAYMENT

 

Q)  How can I check the status of my order?

A)  To check the status of your order, please enter your order number and zip code [here].

 

Q)  What forms of payment do you accept?

A)  Fila.com accepts Visa, MasterCard, American Express, Discover and PayPal. 

 

Q)  How can I cancel my order?

A)  Once an order is placed, it cannot be canceled or amended.  You can return the item within 30-days for a full refund.  Please see our return policy for more information [here]. 

 

Q)  How do I use a promo code?

A)  To apply a promo code to your order please enter the code in your BAG before checkout. 

Only one promo code per order will be accepted and can not be combined with any other promotions unless otherwise stated.  If your promo code is valid, your deduction will be displayed in the order summary.  Keep in mind all promo codes expire and are subject to exclusions. 

To stay in the know about sales and discounts, sign up for our emails [here] or follow us on social @FILAUSA.

 

Shipping & Tracking

 

Q)  What are my Shipping Options? 

A)  We offer free standard shipping on all orders.  Standard shipping takes about 5-7 business days to arrive from the date you receive tracking. 

Additionally, we offer expedited shipping for $16.  Expedited shipping takes about 2-3 business days to arrive from the date you receive tracking. 

 

Q)  Do you ship internationally?

A)  We only ship within the contiguous US.

 

Q)  How long will it take for my package to ship?

A)  New orders can take up to 48 hours to process and ship.  Orders are processed Monday-Friday, excluding weekends and holidays.  All orders received on weekends or holidays will begin processing the following business day.

 

Q)  Where is my tracking number?

A)  Once your order has processed, you will receive your tracking number via email.  You can also check the status of your order by entering your order number and zip code [here].

 

Q)  Why hasn’t my tracking number updated?

A)  Please allow up to 24 hours for the carrier to update the tracking information from the time you receive the tracking number.  If after 24 hours, you are still unable to view tracking info, please contact customer service at 800-845-3452, Live chat, or email us at Consumercare@fila.com.

 

Q)  Why did I only receive part of my order?

A)  Occasionally, orders are split into multiple shipments due to the size of the order or availability of inventory.  Tracking will be provided for both shipments.  If you have not received a tracking number or a refund for the missing item, please contact customer service at 800-845-3452, Live chat, or email us at Consumercare@fila.com.

 

Returns & Exchanges

 

Q)  How do I return my item?

A)  If you are not satisfied with your Fila.com purchase, please return the item within 30-days.  Items must be unused, unworn, and in a saleable condition.  To print a free return label, please follow the link [here].  For additional information regarding returns, our full Return Policy can be found  [here].

 

 Q)  Can I return a gift?

A)  Gifts may be returned with 30-days of purchase.  Please note, we can only issue refunds to the original form of payment on the order.

 

Q)  Where is my refund?

A)  Please allow up to 7 to 14 business days for your return to be received and processed.  Depending on your financial institution, it may take an additional 3–5 business days for the funds to return to your account.  Please note, we can only issue refunds to the original form of payment on the order.

 

Q)  How do I exchange an item? 

A)  Unfortunately, we do not offer exchanges at this time.  Please return the original item per the return instructions and place a new order for the replacement style.

 

Q)  How do I return my item if it is damaged?

A)  Products purchased from FILA.com within the last 30-days can be returned for a full refund.  To print a free return label, please follow the link [here].  For items purchased within the last year,  please contact our customer service team at 1-800-845-3452 or email consumercare@fila.com.

 

Q)  Can I return a damaged item not purchased on FILA.com?

A)  For Fila products purchased from one of our retailers, please contact the retailer directly for information regarding their return policy.  If the retailer cannot accept a return or replace the item, please contact our Quality Control team at consumercare@fila.com.

 

Miscellaneous

 

Q)  How do I reset my account password?

A)  Please click on “Forgot Password?” on the account login page [here] and enter the email associated with the account to receive a password reset email.  Please follow the instructions in the email to reset your password.

 

Q)  How do I sign up for emails?

A)  You can sign up for our emails [here]. 

 

Q)  Is FILA on social media?

A)  Yes, follow us on Twitter, Instagram, Facebook, and Snapchat @FILAUSA.

 

Q)  How should I clean my products? 

A)  For footwear, we suggest using a warm washcloth and gentle soap to wipe away any surface stains or dirt.  For apparel items, please follow the care tag instructions on the garment.  

 

Q)  Where are your stores located? 

A)  We do not have any physical store locations in the United States.