FAQs

What is GOAT?

GOAT is the safest way to buy and sell sneakers. Whether you’re looking to buy rare sneakers, discover new ones, or make money by listing sneakers you already own, GOAT is your destination. And with an authentication service, Authenticity guarantee and great customer service, it’s the safest option in the industry.

How does it work?

Sellers list their sneakers for sale on GOAT, while buyers peruse over 25,000 sneakers on the website, iPhone and Android apps. If you make a purchase, sellers are required to ship their sneakers to us for verification first and once they’re authenticated, we’ll ship them to you. If we find they are replicas or they are not as described, we’ll notify you and offer a full refund.

How do I delete my account?

Simply contact help@airgoat.com and we’ll handle this for you.

How do I contact you?

We’re always here to help. You can contact us by email 24/7 at help@airgoat.com or by phone at 310-299-8211.

Orders, Shipping & Returns

How do I place an order?

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

What payment options do you accept?

We currently accept all major cards (credit, debit, prepaid and gift cards) that display a Visa, Mastercard, AMEX, Discover or JCB logo. All credit transactions are handled by Stripe and Braintree, the most secure payment processing companies. We also accept PayPal and provide financing through Affirm for U.S.-based iOS and Web users.

What is Affirm and how do I use it?

We’ve partnered with Affirm to offer financing for U.S.-based iOS and web users, so you can get the sneakers you want now and pay later. Simply select Affirm Payment Plan on Checkout, provide basic information and get approved instantly. Pay over 3, 6, or 12 months with rates between 10-30% APR. To learn more about Affirm, visit: https://affirm.com/buy-with-affirm or email help@affirm.com.

I’m having issues purchasing. What do I do?

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 wrong zip code. 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 email us at help@airgoat.com for additional assistance.

Can I cancel my order?

You may cancel your order within 3 hours of placing it or before it is confirmed by the seller - whichever comes first. If 3 hours have passed from when you placed the order and/or the seller has confirmed the order, then the order cannot be canceled. If neither have occurred, simply tap the Cancel button on the Orders screen.

Please note: There are no cancellations on offers because it is confirmed by the seller when they accept your offer.

How do I know if the sneakers are real?

We work hard to ensure all shoes sold on GOAT are 100% authentic. We do this by carefully reviewing all sellers and their products. If you purchase from us, you can also rest assured knowing that all sneakers are sent to us for verification prior to being shipped to you. Our specialists inspect everything from the label to stitching, texture to color, and so much more. If we find they are replicas or they are not as described, we’ll notify you and offer a full refund.

How does the Authenticity Guarantee work?

Our goal is to the be the most trusted marketplace for sneakers. We do this by only accepting sellers with the best reputation and by verifying all sneakers to ensure their authenticity.

We have logged over 25,000 sneakers in our database and have accounted data on each to help us define their authenticity. Our specialists inspect everything from the label to stitching, texture to color, and so much more. If your sneakers are found to be falsely advertised, we'll notify you during verification and offer you a full refund for your order.

It’s our hope that through our efforts, we can help create a trustworthy and safe community for buying and selling sneakers.

How much does the Authenticity Guarantee cost?

We want you to feel comfortable when you purchase on GOAT, which is why we offer Authenticity Guarantee at no additional cost to you.

Do you accept returns?

We want you to be happy with your purchase, which is why we accept returns on New In Box and New No Box shoes that are in the same condition as when shipped. We do not accept returns on special types (Vintage, Sample, ID, Custom, Defect) or any Used shoes.

You have 3 days to request a return from the date you received your sneakers. Once we process your return, we will refund you for the amount you paid, less the shipping costs to and from you. This refund will be issued in the form of GOAT credit to use on future purchases. To initiate this return, please email help@airgoat.com with your order number.

Please note: Returns will not be processed without a Return Label provided by GOAT. Customers are responsible for all shipping fees involved for returning items and the package remains the responsibility of the customer until it is received by GOAT. Once we receive your return, the sneakers will be evaluated before your refund is made.

  • Include our Return Label and the Return Item(s) in their original condition

  • Item(s) must not be damaged

  • Item(s) must be in original condition with tags and packaging included

  • Orders must be shipped out within 3 days from receiving your Return Slip

  • Exceptions and other conditions will be noted within the item description

  • Evaluation process may take up to 7 days from receipt

  • GOAT reserves the right to make the final decision on all return cases

How much does shipping cost?

The cost of shipping is $10 to the 48 contiguous states, $15 to Hawaii and Alaska, $35 to Canada, and $50 to everywhere else. Customers may incur additional charges for sneaker packs and heavy items. Since all shoes comes to us for verification first, orders will typically arrive within 7-9 business days for domestic customers. International delivery times vary and international customers are responsible for any additional taxes once shipped.

When will I receive my order?

Since all sneakers come to us for authentication first, it typically takes 7-10 business days for orders to get to our domestic customers. It takes 3-4 days to get to us, 1-2 days to authenticate and 3-4 days to ship to you. International delivery times vary due to customs. As soon as your sneakers are authenticated, we'll ship them out to you and send you a link to track your package.

I placed an order, but didn’t receive a confirmation email.

If you’re using the iOS or Android app, tap on the Profile icon, then Orders to make sure your order was processed. If you see that it was, click Settings and Edit Profile to make sure we have your email address correct. You can also email us at help@airgoat.com for additional assistance.

I never received my order. What do I do?

If you’re using the iOS or Android app, check the Orders tab in your Profile to make sure your order was shipped. If it was, check the tracking number to see where it currently is. If it was delivered and you still have not received your order or if you placed your order through the website, please contact us at help@airgoat.com.

Selling on GOAT

How do I sell on GOAT?

To ensure quality and authentic sneakers, we’re currently only allowing a select group of sellers at this time. We encourage you to request to become a seller on GOAT by tapping on the Sell tab and filling out the required information. We’ll notify you as soon as your request has been approved.

I requested to sell. When will my account be approved?

We appreciate your interest in selling on GOAT. We are currently approving sellers with good reputations in small batches, on a rolling basis. We do this to ensure the app runs smoothly and so we can provide the best possible experience.

What are the commissions for selling on GOAT?

The commission fee is 9.5% + $5 for a seller in good standing. The commission fee can increase to 15% + $5 and a maximum of 20% + $5 depending on the number of seller cancellations made.

Why is my commission higher than 9.5%?

Multiple cancellations on orders will lead to a higher commission fee. All sellers begin with 90 points and the minimum commission fee of 9.5% + $5. For each seller cancellation, 10 points will be deducted. For each successful sale, 2 points will be added. When a seller is between 90-100 points, the commission fee will be 9.5% + $5. For sellers between 70-89 points, the commission fee will be 15% + $5, and for sellers between 50-69 points, the commission fee will be 20% + $5. Sellers that are below 50 points will be suspended from selling.

How can I decrease my commission fees?

You can decrease your commission fee to the minimum of 9.5% + $5 with successful sales (e.g. confirming and shipping authentic sneakers on time). All sellers begin with 90 points and the minimum commission fee of 9.5% + $5. For each seller cancellation, 10 points will be deducted. For each successful sale, 2 points will be added.

Can I cancel my sale?

We aim to provide our customers with the best possible experience when buying on GOAT and deter our sellers from canceling orders. If you must cancel, you may do so in the app under the order.

Please note: Multiple cancellations on orders will lead to a higher commission fee. All sellers begin with 90 points and the minimum commission fee of 9.5% + $5. For each seller cancellation, 10 points will be deducted. For each successful sale, 2 points will be added. When a seller is between 90-100 points, the commission fee will be 9.5% + $5. For sellers between 70-89 points, the commission fee will be 15% + $5, and for sellers between 50-69 points, the commission fee will be 20% + $5. Sellers that are below 50 points will be suspended from selling.

As a seller, do I pay for shipping?

Shipping is paid for by the buyer. Once the sale is confirmed by you, we’ll send you your prepaid, pre-addressed shipping label via email. Please use this to avoid any tracking errors and delays with earnings.

When do sellers get paid?

Your earnings will be added to your GOAT account for cash out as soon as your sneakers have been authenticated by our specialists. We then take on the responsibility of shipping to the buyer and dealing with any issues.

How do I cash out?

You have two options: You can either have your funds deposited to your bank account or to your PayPal account. There is a 2.9% fee for all cash outs. If you’d like to deposit your funds, simply tap the sell tab on the app, then cash out on the top left corner and fill out the required information. When entering your information, please make sure everything is correct. INCORRECT INFORMATION WILL LEAD TO DELAYS WITH YOUR DEPOSIT.

Once your cash out method is approved and you cash out, the funds will be deposited. Please allow 2-3 business days for the banks to process. Business days are Monday - Friday, excluding holidays and if you cashed out after business hours, the first day would be the following day.

How do I list sneakers for sale?

After your account is approved for selling, you can tap the Sell tab to list your sneakers. Start by searching for SKU, which can be found on the box or inside the sneaker, enter the condition, price and take 7 required photos.

Why are 7 photos required to list?

For your benefit as well as the buyers, we require you to take 7 new photos of the sneakers in various poses through the app. This is to ensure the buyer can see exactly what they are purchasing. We do not allow previously taken photos.

How do I edit my listing?

Tap the Sell tab, then Live Listings to select the sneakers you’d like to edit. Once you’ve selected the sneakers, you will be taken to your listing, where you can edit the size, condition, price, photos and input any defects. Please don’t forget to save your changes.

How can I ensure my sneaker sell?

Share your listing across mobile and web to help your sneakers sell more quickly. Simply tap share after you’ve listed your sneakers, and select from Instagram, Twitter, Facebook, SMS and/or Email.

My sneakers just sold. What do I do next?

Congrats! The first thing you need to do is confirm the order. Then you’ll receive a prepaid, pre-addressed shipping label from GOAT. Please use this to avoid any tracking errors and delays with earnings. Each shipping label has a tracking number connected to the order for us as well as for the buyer to track.

As soon as you receive your shipping label, print it, carefully double box the sneakers, tape the label to the box and drop it off at your local Post Office. Once the package is dropped off, please update the status in the app, so we can notify the buyer.

Note: If your sale is not shipped within 3 days, the buyer has the right to cancel the order.

How do I get my prepaid shipping label?

Your prepaid, pre-addressed shipping label will be sent to you once you have accepted the sale. Please use this to avoid any tracking errors and delays with earnings.

Why am I supposed to ship my sneakers to GOAT?

To ensure all sneakers sold on GOAT are authentic, sellers are required to send their sneakers to us for verification by our specialist. Once your sneakers are authenticated, we'll deposit your earnings to your account for cash out and take on the responsibility of shipping to the buyer.

What happens if my sneakers are found to be fake?

If your sneakers do not pass the verification process administered by our specialists, the buyer will be refunded the full amount and you will be invoiced for shipping costs to and from GOAT.