Nfinity customer service number — how to find, use, and escalate effectively

Where to find Nfinity’s official customer service number

The single most reliable location for Nfinity’s current customer service number is the company’s official website: nfinity.com. On most manufacturer websites the live phone number appears in the page footer, on a dedicated “Contact” or “Support” page, and inside order confirmation emails that are sent immediately after a purchase. If you purchased through a third-party retailer (e.g., a specialty cheer or athletic retailer), that retailer’s phone number shown on your receipt or order page is the right first contact for order-specific questions.

Because customer service phone numbers, hours and routing can change by region and season, treat any number you see on social posts or unofficial directories as provisional and verify it on the official site before calling. If you cannot find a public phone number, use the site’s contact form, live chat (when available), or the customer-service email address listed under “Support.” Order numbers and tracking numbers in your account page will speed any interaction.

What to prepare before calling Nfinity

Preparation reduces hold time and improves the outcome. Have your order number, purchase date, billing ZIP code, product SKU (e.g., style code found on the shoe box or receipt), and the credit card last four digits ready. If the issue is product quality related, take 2–4 clear photos (box, label, affected area) and be ready to upload them or email them when requested.

• Order number and date of purchase (example: ORD-2025-00012345).
• Full product identifiers: SKU, size, color and lot code if printed on the box.
• Photos of defect or damage (high-resolution, with scale like a ruler) and a brief timeline of use (e.g., “worn twice for 90 minutes each during practice, purchased 2025-06-03”).
• Original shipping address and payment method (last 4 digits only); this speeds refund verification.
• Desired resolution: replacement, exchange, refund, or warranty repair — state this up front to align expectations.
• Time zone and best callback hours if you expect escalation or case follow-up.

Typical response times, hours and seasonal variation

Manufacturers and footwear companies typically list phone hours in business hours and observe seasonal load spikes. Expect higher call volumes during August–November (back-to-school and competition season) and January–March (winter competitions). For similar-sized brands, email responses commonly fall between 24–72 business hours; live phone responses generally have waits of 5–20 minutes depending on peak times.

If you need an immediate answer about order status or shipping (tracking numbers), call during weekday mid-morning and have your order number. If you are outside the company’s primary time zone, check the site for hours; many U.S.-based apparel brands operate roughly 9:00–17:00 local time Monday–Friday and some provide limited Saturday coverage. If you reach voicemail, note the case number or save the exact time of the call — it helps when referencing an outstanding request.

Returns, refunds, warranty coverage and typical costs

Before calling about returns or warranty claims, review the explicit returns policy posted on nfinity.com under “Returns” or “Warranty.” Many sports footwear manufacturers allow unworn returns within a 30-day window for a full refund, while warranty claims for defects in materials or workmanship often cover 60–180 days or a manufacturer-specified period; however, policies vary by model and region. Keep track of shipping receipts — return shipping costs are frequently the customer’s responsibility unless the item is defective.

Typical retail price points for Nfinity-style performance footwear are commonly in a $69–$149 range depending on model and technology; expedited return shipping in the U.S. usually costs $7–$20 depending on carrier and service level. For credit-card refunds, banks often post refunds to the customer within 3–10 business days after the merchant issues the credit; debit card or ACH timelines can be longer, up to 14 business days depending on the processor.

Escalation strategy and sample scripts

If the front-line representative does not resolve your issue, politely request escalation — ask for a supervisor or a “case manager.” Ask the agent to create a written case number (explicit case ID) and to confirm the expected next-step with a timeframe (for example “supervisor will call back within 48 business hours”). If a promised callback does not occur, document the missed deadline and state you will escalate to the company’s dispute resolution path or your payment processor.

• Sample opening script: “Hello, my name is [Name], order [Order#], purchased on [date]. I have [describe defect or issue]. I would like a replacement or refund. Can you provide a case number and expected resolution timeframe?”
• Supervisor/escalation script: “I appreciate your help. Because this remains unresolved, please escalate to a supervisor and provide a written case ID. I need confirmation of next steps in writing or by email within 48 business hours.”
• If unresolved after internal escalation: file a formal complaint through the company’s online dispute form, contact your bank for a chargeback (typical window 60–120 days from transaction), or file a complaint with your regional consumer protection agency or the Better Business Bureau for mediation.

Verifying numbers and avoiding scams

Only use phone numbers published on the official domain (nfinity.com) or in official emails from the @nfinity.com domain. Scam calls can impersonate support; do not provide full card numbers, CVV codes, or your social security number over the phone. Legitimate support will request only the last four digits of a payment method to verify identity.

Check the site’s SSL certificate (look for “https://” and a padlock in the browser), compare the phone number to the number on the order confirmation email, and if in doubt, ask the agent to verify the company address or the name of the department handling warranties. When exchanging sensitive data, insist on a secure email link or the site’s authenticated account portal rather than plain text email.

How do I track my order on Nfinity?

Nfinity Account: Log in to your Nfinity account, go to “My Orders” and select the order you want to track. The tracking number will be listed there. Shipping Label or Receipt: Check the shipping label or receipt you received with your package. The tracking number is usually printed there.

Can you return Nfinity shoes?

Can I return an item? Yes, all items purchased are available for a one-time exchange or store credit within 30 days of purchase. We do not offer refunds. Please visit our RETURNS PORTAL to process an exchange.

Where are Nfinity shoes made?

The shoes are sold in their own zippered carrying cases with straps. The soft shell cases are specially shaped and covered with polyester textile material. They have the “Nfinity” logo molded into both sides. The shoes are made in Vietnam and the cases are made in China.

What is the refund policy for On shoes?

We only accept returns for orders within 30 days of delivery, for products that are in new condition in their original intact packaging. After an eligible return request has been completed, a return shipping label will be provided to you (if free return shipping is available in your region).

Where is Nfinity located?

Atlanta, Georgia
Nfinity is headquartered in Atlanta, Georgia, in the United States.

Can I send my old shoes back?

​​​​​​​​To be eligible for exchange or return, your product must meet the following criteria: Be an authentic HOKA product. Purchased from an authorized HOKA retailer or online authorized HOKA website within 30 days. Be sent back as a complete pair.