If you’ve got questions, We’ve got answers. The following questions are a collections of inquiries we’ve received from customers throughout the years.  If you’re looking for anything particular and cannot find it, the answer to your question may be below.

Question What is the history of Redtro Habitat?
AnswerFounded by Michael Garvin; Redtro Habitat Sneaker Boutique (or Red Hab) is Fayetteville’s premier sneaker boutique. Redtro Habitat Sneaker Boutique was built SOLEly to provide different alternatives for the community to attain the sneakers that they love. Red Hab gives all customers the option to buy, sell, and/or trade their new or gently used sneakers. Red Hab also provides quality sneaker “REDstorations” and customizations at an affordable rate. We take pride in providing each customer with the best customer service, as well as a laid back environment upon entering our doors. Being avid sneaker collectors and historians, we welcome the community to not only buy, sell, and trade sneakers; but we also welcome all visiting customers to engage in informative discussions regarding the culture and history of sneakers. Redtro Habitat is a brand developed to push the sneaker culture forward, as well as help increase the integrity of not only Fayetteville, but North Carolina’s sneaker scene.
Question Why are your prices so high?
AnswerIndividual sellers work with our staff to set the sale prices for their own sneakers. They determine the values based on a variety of factors, including rarity, condition, size availability, and how quickly they wish to sell. Our staff only assists with assessing maximum market values and projecting potential sale times. Because storage space is at a premium at Redtro, we encourage consignors to price their merchandise to sell quickly.
Question I'm looking for a specific shoe. Do you have it?
AnswerIf you are looking for a specific shoe, you can search our site by style number and style name as well as by browsing our product categories. Our entire inventory is listed on our website. If you can’t find it here, we don’t currently have it. Since we are a consignment marketplace, restocks are subject to the availability within our network of sellers. We are not able to predict when a shoe will be back in inventory or available in a specific size.
Question Are all your shoes authentic?
AnswerEverything is guaranteed authentic. We only accept authentic sneakers for consignment. However, please keep in mind that Redtro is also a retail space where in-store customers are encouraged to try on sneakers before committing to purchase. A pair may have been tried on, but it’s always in a controlled environment and on a carpeted surface.

We do not sell, accept, or otherwise deal with fakes, “grey market” items, or factory variants. All sneakers we accept for sale are carefully and thoroughly inspected for condition and authenticity at multiple checkpoints before they’re offered to customers. The staff is trained to identify any and all inconsistencies, and our policy is to decline items that don’t meet our standards.

Question What does conditional mean? And why can't I just order them online?
AnswerWe only sell brand new and unworn sneakers in mint or excellent condition, but all shoes eventually show signs of age. This includes, but is not limited to, yellowing, bleeding, cracking and creasing, cloudy air bags, fading, and more. If a sneaker shows significant signs of any of those conditions, we list them accordingly. Since all sales are final, we prefer customers have an opportunity to review and inspect all conditional sneakers in hand before committing to purchase.

With some products, you may see that you are able to order a conditional pair through our site. In those cases, there is an issue with the packaging and not the sneaker itself.

Question I need to make changes to or cancel my order. Can you help me?
AnswerUnfortunately, our system does not allow us to make changes to an order (size, quantity, style, etc.) once your order has been placed. Since our entire inventory is independently owned, we may not have another shoe available in an alternate size or color for the same price.

In addition, once your order has been submitted to our shipping department for fulfillment, we are not able to honor requests for cancellations. Please confirm the details of your order carefully before submitting.

Question I am having a hard time checking out. Can you help me?
AnswerWe are sorry to hear you are not able to place an order. If you are unable to complete the checkout process, our system will give you an error message. We find that most customers are entering a shipping address that is not the billing address associated with their credit card. Please verify that the information you are entering matches what your bank has on file.
Question What is Redtro’s return policy?
AnswerAll sales at Redtro are final. In the event of a fulfillment error, please contact customer support and we will be happy to assist you. However, all Redtro merchandise is shipped with a Redtro hang tag attached. All shoes are inspected prior to shipment for order accuracy and defects such as yellowing, scuffs and stains beyond normal retail wear. Redtro will not honor any claims for incorrect or damaged items once this tag is removed.
Question Why can't I return or exchange sneakers?
AnswerSince we operate entirely on consignment, and often with limited inventory, we’re unable to accept returns or issue refunds. All sales with us are final.
Question Can I ship to an address other than my billing address?
AnswerYes, you can send your order to another address other than your billing address.

Just enter the card’s billing address in the first column, and on the bottom of the checkout page, if you want to ship your order to another location, select the “Ship to different address” option and the secondary field will appear for you to enter your preferred destination.

Question What happens if my package is returned to you?
AnswerIt is typically up to the discretion of the driver to leave a package unattended if you are not home to receive your package. Should your order be returned to us, you will be refunded the original purchase price of your order minus the original shipping fee. If you would like us to re-ship your package to you, please contact customer support and we will do our best to accommodate you. For international orders, if your package is returned to us, you will be refunded the purchase price minus the original shipping charge as well as the return shipping charge assessed by our carrier.

We reserve the right to suspend your account if an excessive number of packages are returned to us.

Question Are customs and duties included in the shipping fee for international orders?
AnswerNo. For all international orders, customs and duties due will be billed to you upon delivery of your package.
Question Will a signature be required when my package is delivered?
AnswerIn general, it is up to the discretion of the delivery driver to leave a package unattended and in a safe place. If you’re unavailable during standard delivery times for your local carrier, you can contact them directly once your package ships to arrange for a pick-up at your local delivery center. We do not allow our packages to be re-routed to an alternate address once they have been shipped.
Question Why was my order canceled?
AnswerThere are various reasons for an order being canceled. However, we will notify you in the event that your order cannot be fulfilled along with the reason. Please note: we do reserve the right to refuse or cancel any order, for any reason, at our sole discretion.
Question Do I have to pay sales tax?
AnswerEffective January 1, 2009, all orders shipped to California and New York will be charged their respective sales tax rates.
Question I couldn't find an answer to my question. How should I contact Flight Club?
AnswerYou can reach our customer service department at 1-888-555-5555. Our phones are staffed 7 days a week from 10am EST – 7:00pm EST. Keep in mind that we receive a high volume of calls throughout the day and our staff is often occupied with customers. You can use the contact form on the right, or email us directly at support@redtrohabitat.com.
Question I'm a current consignor or interested in selling shoes. Where can I get more information?
AnswerIf you’re interested in selling with us, or learning more about the consignment process, feel free to visit sell.redtrohabitat.com for details.

For existing consignors, please contact the consignment team at sell@redtrohabitat.com. Please note the form on this page routes your request to our customer service team that handles all online orders. For faster service, please contact the consignment team directly.