FAQs

Q1: What is International Deliver?

 

A: International Deliver is the world's premier sneaker marketplace. We're founded and staffed by sneaker connoisseurs with deep histories in the products we sell. We make it easier to buy premium footwear. Our merchandise is on-hand and available online at internationaldeliver.shop and order pickup in person at our retail stores at Kn 37 st, Kiyovu in Kigali.

 

Q2: Can I place an order over the phone?

 

A: Yes!  Our friendly Customer Care team is available Monday through Sun from 9am-6pm CAT on +250781418010 in Rwanda, and Monday through Friday from 9am-6pm GMT on +250781418010

Q3: HOW DO I PLACE AN ORDER?

A: Browse items for sale, select your size and tap “Buy.” After you tap buy, enter your contact information, select a payment option and your items will soon be on their way to you.

Q4: Can you tell me if my item is real?

 

A: We do legit checks, or authenticate as a service alone. You must bring your item at our facility to be authenticated with $29 (USD).

 

Q5: How do I know if the items are authentic?

 

A: All International Deliver merchandise is 100% authentic, guaranteed. Our team of expert authenticators puts every item through a 10-point verification system to ensure its legitimacy. Learn more about our authenticaion process here

 

Q6: How does the verification process work?

 

A: Once a product arrives to International Deliver from the supplier, our dedicated verification team begins a thorough inspection, making sure it meets our condition guidelines. They receive constant training and industry updates to remain experts. Only after being verified will the product be sent to the buyer. As it is always our intention for buyers to receive their item, if a product does not meet our guidelines, we will first attempt to contact the buyer to let them know that we have requested another item from new supplier at no additional cost. If an order is not eligible, we will refund the buyer, send the item back to the supplier, and take the necessary actions to ensure that this does not happen again.

 

Q7: Do you ship internationally?

 

A. Yes! International Deliver ships to most countries worldwide. For international customers, please use the country selector at the top left of the navigation bar to ensure proper currency conversion and duties & taxes at checkout. If you do not see your country listed, unfortunately we do not offer delivery at this time.

 

Q8: How can I track my order?

 

A. Once an order has shipped, you will receive email with tracking number, please contact our Customer Care team and they will do their best to accommodate the request.

 

Q9: How long does it take to receive my order?

 

A: International Deliver strives to complete all orders within 7-12 business days, (that doesn’t include weekends or holidays), however, most orders are completed sooner. Shipping times vary depending on how quickly the seller sends the item to us to be authenticated. Once your item has successfully gone through the verification process, you will receive tracking information for your purchase.

 

Q10: Where is my order coming from?

 

A: Sneakers International Deliver sells is stored in one of our retail location or warehouses. Having all the merchandise on hand allows us to verify authenticity and ship items faster.

 

Q11: My item has been "Received at International Deliver for Authentication," but I haven't been paid out yet. How long does the verification process take?

 

A: The verification process normally takes 1-2 business days. The process can extend a few days if there are issues with the item requiring further inspection from our Quality Assurance team.

 

Q12: I don’t know how an item fits. Can you make a size recommendation?

 

A: Since all brands have slightly different sizing standards, we recommend that you reach out to our Size Chart here

 

Q13: Can I change my shipping address after order has been placed ?

 

A: Due to the way transactions occur on International Deliver, we can change shipping addresses once an order has been confirmed. Although you have to contact us in 1 day to correct your address.

 

Q14: Can I change the size, color-way, or model of my order?

 

A. Once an order has been placed, we cannot make any adjustments to size, color, or model for further contact our support team.

 

Q15: What do I do if I have a problem with my product?

 

A: If there is a problem with an item you received, you must contact us in writing within 3 business days of receiving. Please contact us and we will work with you to resolve the situation in a fast and fair manner. Include a detailed description of the problem, photos of the issue (including photo showing verification paper still attached) and a clear photo of them.

 

International Deliver verification paper that are attached to items must NOT be removed, or the items will be ineligible for review (including damage in transit).

 

Note: if we do make an exception to return an item (usually in the case we made a mistake), you must ship from the country the return label indicates, which is tied to your billing/shipping address. ie if you're from the U.K., you need to ship from the U.K., not Canada. Otherwise, you may be charged additional shipping costs.

 

Q16: How does International Deliver define deadstock sneakers?

 

A: International Deliver defines "Deadstock" as an authentic, new, unworn pair of sneakers. They are complete with original box including the box lid and the box label indicating the shoe size, as would be acceptable for sale at a retail location. “Deadstock” sneakers also may or may not include additional accessories (such as laces) that were included in the original packaging at purchase. We do currently have a limited selection of B-grades on our site right now, which you can find here. At this time we do not accept any Factory Seconds.

 

As with sneakers sold at retail, some pairs will pass "Deadstock" inspection despite being unlaced, tried on for fit, and/or having slight manufacturer flaws and imperfections that are uncontrollable. In addition, all "Deadstock" sneakers must come in the original box, which may have encountered minimal damage from shipping, discoloration from storage and/or any normal wear and tear due to aging.

 

When it comes to older pairs,”Deadstock” sneakers can include signs of aging, including yellowing and should be worn at your own risk. "Deadstock" sneakers that are over 5 years old, when worn, may experience structural weakness and a lack of durability.

 

We do allow the original box to be slightly damaged, such as minor dents and rips. We do not allow boxes with major rips or tears.

 

Q17: Just placed My Order. Can I cancel it?

 

A: Once a sale has occurred, your Order cannot be cancelled. This policy is in place to maintain marketplace integrity, as we need to ensure every Order is real, active, and dependable.

 

Q18: Are returns or exchanges allowed?

 

A: Due to the anonymous nature of our market, we are unable to offer returns, exchanges or swaps - except if you ordered the wrong size.

 

Q19: What is your Returns Policy?

 

If, for any reason, return is accepted for your purchase, you have 14 days from the delivery date of your order to return the item(s) to International Deliver.

 

All returned items must adhere to our return policy for the return to be processed:

- Items must be unworn, unused, unwashed and in the original condition received.

- Authenticity paper in box must be intact. If removed, the item will not comply with the returns policy and will not be refunded.

- Footwear must be returned in the original box provided, and packaged inside a protective shipping box.

 

Q20: If a sneaker is available online, does that mean I can buy it in the International Deliver retail store?

 

A. Not always. We have retail location and warehouses in which we store inventory, so even if a product as showing as available online, it may or may not be available in store.

 

The best way to find out if a product is available in-store is to visit one of our retail location If the product is not on-hand, one of our retail associates will gladly help you with placing an order online.

 

Q21: Can I get expedited shipping?

 

A: We do not have the capability to add expedited shipping at this time. We will continue to do everything in our power to authenticate and fulfill your order as quickly as possible.

 

Q22: What form of payment does International Deliver accept?

 

A: Buyers can pay with all major The credit cards we accept are Visa, MasterCard, American Express, UnionPay, Maestro, Ethereum, Bitcoin, Monero, Litecoin, PayFast Instant EFT, Ozow, Airtel Money, M-Pesa, MOMO and Discover.

Q23: I’M HAVING ISSUES PURCHASING. WHAT DO I DO?

A: Occasionally our payments processor is unable to complete your purchase. This can be for a number of reasons, including an incorrect credit card number, insufficient funds or you didn’t receive OTP from your bank to verify your transaction this will come on your email or phone number. If you’re paying with MOMO make sure you enter your verification code you received from our payment gateways, Please review the card number you entered and the zip code first and if those are correct, we recommend contacting the card-issuing bank. If you’re still having issues, please contact us for additional assistance.

Q24: How do I change my currency?

 

A: To change your currency, simply If you are on the website, you can also change this by clicking the currency listed on the bottom left corner of any  screen, at any time. As we continue to expand expect to see more currencies added.

 

Prices for items on International Deliver can be displayed in either:

 

USD ($)- United States Dollar

AUD (A$)- Australian Dollar

CAD (CA$)- Canadian Dollar

EUR (€)- Euro

RWF (RF)- Rwandan francs

GBP (£)- Great British Pound

JPY (¥)- Japanese Yen

AED (AED)- United Arab Emirates Dirham

KES (Sh)-Kenyan Shilling

UGX (Sh)-Ugandan Shilling

TZS( Sh)-Tanzanian Shilling

 

 

Currency will go back to RWF on your checkout!

 

Q25: What do I do if I received a suspicious email or text claiming to be from International Deliver?

 

A: International Deliver will never ask you to submit personal information on a 3rd party website, or call you without your permission. Be suspicious of unusual requests for your personal or financial information by email or phone. It may be a “spoof” or “phishing” attempt by parties not affiliated with International Deliver in an attempt to collect your personal information.

 

Follow the tips below to identify potentially suspicious messages and keep your account safe.

 

What is phishing?

 

“Phishing” is an attempt to steal your personal information online. Scammers pretend to act as a legitimate business or individual to get you to disclose your personal information such as credit or debit cards, passwords, and Social Security numbers.

 

What do suspicious emails and phishing attempts usually look like?

 

Phishing scams often impersonate a well-known company (such as International Deliver), and usually include imitations of company logos, official-looking email templates, and messaging that may seem similar to real communications from International Deliver.

The most common phishing scams involve sending an email that pretends to be from a legitimate company such as International Deliver.

The email may ask you to fill out a form or click on a link or button that takes you to a fraudulent website.

The fraudulent website may look extremely similar to the company referenced in the email. The goal of these scams is to trick you into submitting your sensitive personal information.

How do I know if an email or notification is actually from International Deliver?

 

Keep the following in mind to determine if it’s from us:

We will never request payments or submission of financial data via a 3rd party website or vendor.

Emails from International Deliver will come from contactinternationaldeliver@gmail.com

 

Q26: What are some best practices to keep my information safe?

 

A: Be extremely careful anytime you get an email or text requesting personal information.

Check the sender’s email address to see if it is legitimate.

When in doubt, don’t click any links within a potentially suspicious email.

Visit https://internationaldeliver.com and log in to your account. If there is a real problem with your account, it will be visible when you log in.

Never provide personal or financially sensitive information via email.

Please contact us if you think someone has taken over your account so we can help you get back to buying authentic sneakers on our marketplace.

 

Q27: What should I do if I think I received a suspicious email, text, or notification?

 

A: Do not click any of the links or open any attachments within the email.

Contact us to report the issue.

After forwarding the email, delete it.

What should I do if I already opened a link or provided personal information?

 

Change your International Deliver password. Make sure it’s complex and isn’t used on other sites.

Update your password on any other websites where you use the same email and password combination.

If you entered payment information, contact your financial institution to verify if your information has been compromised.

How do I spot a potentially fraudulent website?

 

You can’t always tell a website is authentic just by looking at the pages, since it’s easy for scammers to copy a real website’s content. You can look at the website’s URL to verify that you’re on the real website.

Does your browser warn you that the site may be malicious? This is usually a tell-tale sign that the website you’re about to access may be a phishing website.

The URL should start with https:// and not http://. You should see the web security icon (a lock) in the browser address bar.

Does the URL look overly complex and suspicious? Real International Deliver URLs start with "https://www.internationaldeliver.shop” or "https://internationaldeliver.shop"

 

Q28: Do you offer discount or promo codes?

 

A: As a welcome to International Deliver, we provide you with a new account discount code for 10% off on sneakers purchase of $750 or more.

In case you do not receive the code, contact us! Please note, the code does expire after your 1st order placed. If you miss this promo code, we unfortunately can not extend it.

At this time, we have discount a new buyer code for sneakers, we’ll always have more promotions in the future! Contact our team!

 

Promo and discount codes are always subject to change.

 Q29: What’s days at International Deliver?

A: Days means working days without weekends and holidays.

Q30: How do I contact customer service and when can I expect to hear back?

 

A: While most of your questions can be answered in our Help Center, we do have a team dedicated to helping you with your recent purchase or sale. You can connect with us on our contact us page or via Chat.

 

Customer Service Hours of Operation are 3:30AM - 4:30PM EST/ 9:30AM - 10-30PM CAT 7 days a week.

 

Live Chat is available to US and UK users, Monday - Friday 3:30AM - 4:00PM  EST and Saturday - Sunday 4:00AM - 12:00PM EST.

Rwanda. Monday - Friday 9:30AM - 10:30AM CAT and Saturday - Sunday 10:00AM - 6:00PM

 

If Chat is available to you, you will see an icon on the bottom left corner of the International Deliver Website, for web and mobile web users. We have some helpful menus where you can see the status of your current orders, or view other common solutions. If an agent is unavailable, we’ll save your question and respond via email.

 

Response times may vary, however, our goal is to assist you within 24 hours. We do our best to answer responses in the order that they are received. While we share your urgency, please only submit one case per issue. You can expect slightly slower response times on nights, weekends, and holidays