FAQ
Orders
Customizations
Shipping
Pricing
Orders
Orders
What is the ordering process?
Option 1: Completely Custom Orders
​
To order a Completely Custom pair of sneakers, you will first need to fill out and submit the Request Consultation form. Please fill out the form as detailed as possible, including the type of shoe you will be providing, whether or not the shoe is worn or unworn and what design ideas you have in mind. Serious buyers can typically expect an email response within 24 hours.
​
Initial email communication will be to finalize design concepts and provide a quote. Please note: prices are non-negotiable and vary depending on complexity of design, and shoe condition. Once the quote is accepted, an invoice will be emailed to the client. The client will then have 24 hours to pay the invoice, or transaction will be cancelled.
​
Once the payment is made, the client will also need to ship the shoes to the address listed on the invoice. Please note: I strongly recommend emailing a tracking number once shipped to ensure delivery of shoes. An email will also be sent to the client once shoes are received.
​
Processing times can vary depending on complexity of design and current demand, but clients can typically expect to receive their custom shoes within 4-6 weeks. Once shoes are completed, the client will be notified and tracking information will be provided.
Option 2: Pre-Designed Custom Orders
​
Tru Customs also provides Pre-Designed Custom sneakers. These customs are reproduced in very limited quantities, and consist of pre-selected shoes. Unlike Completely Custom orders, the base shoes are included in the price of Pre-Designed Custom sneakers.
​
To order a pair of Pre-Designed Custom sneakers, first visit the Shop page to view what’s currently available. Click the “Buy Now” icon next to the desired sneaker in your size to purchase. If your shoe size is currently not available, feel free to request the shoe via the Request Consultation form and I will try my best to accommodate you. Please keep in mind, however, that these customs will only be availble in very limited quantities, and once they sell out, will no longer be reproduced.
Upon successful purchase, clients can typically expect to receive their custom shoes within 4-6 weeks. A tracking number will be provided once the order ships.
Customizations
What condition of shoe can I send for customizations?
​
While brand new, unworn (i.e. deadstock) shoes are preferred, I do offer customizations on used sneakers as well. Used sneakers, however, must be in good condition with little to no visible wear and tear. During the initial consultation process, I may request photographs of the used shoes to verify if they meet customization standards.
What if I’m not exactly sure what I want?
​
Can’t decide which shoe to use? Not sure how you want the design to look? No worries- I will work with you to conceptualize a custom you’ll love. Just fill out and submit the Request Consultation form as best you can and I will reach out to you to discuss design concepts. Serious buyers can typically expect an email response within 24 hours.
How long does the customization process take?
​
Total processing time for custom shoes vary based on the complexity of design and current demand, but clients can typically expect to receive their custom shoes within 4-6 weeks.
Are the custom shoes safe to wear?
​
Of course! All Tru Custom Sneakers are designed with professional acrylic paint specifically made for shoes. All custom sneakers are weather resistant, and will hold up fine with casual wear. Please note: These custom shoes are painted, and thus scuffing can occur if worn carelessly. To keep your shoes in the best possible shape, Tru Custom Sneakers recommends light casual wear in optimal weather only.
Pricing
Are prices negotiable?
​
Prices are non-negotiable and all invoices must be paid in full before work starts.
​
How much do the customs cost?
​
Because each custom sneaker is different, there is no set or average price. Prices vary depending on the complexity of the design as well as the condition of the shoe provided (i.e. worn vs. unworn). Please note: customizations on worn (non-deadstock) sneakers will typically cost more, as these jobs tend to take more work.
​
What is included in the price of the custom shoes?
​
For Completely Custom orders: price includes the custom design on sneakers only.
For Pre-Designed Customs: price includes the custom design on sneakers as well as the base shoes themselves.
Please note: For more information on Completely Custom vs. Pre-Designed Custom orders please see the Orders section.
​
What is the refund/return policy?
​
Tru Custom Sneakers has a no return policy. All sales are final.
Shipping
Where do you ship?
​
Tru Custom Sneakers ships to any PayPal confirmed address. This includes International Shipping.
​
Is shipping included in price?
​
Shipping is included in the price of all United States orders. Please note: additional shipping charges may apply for international orders.
What if the shoes are damaged during transit?
​
Tru Custom Sneakers inspects all orders before shipping to ensure quality, and is not liable for any damage that may occur during transit.
​
What if my order is lost?
​
Tru Custom Sneakers will provide tracking information once the order ships. While the order is in transit, Tru Custom Sneakers will work with you and the postal service to track down the lost package. However, once the package is marked as delivered by the postal service, Tru Custom Sneakers is not liable if the package is lost.