Last updated August 7, 2026. These terms apply to every LabX Sneaker Spa cleaning, restoration and sneaker care order placed on labxsupply.com.
1. What you are buying
You are buying a cleaning or restoration service performed on footwear you own and ship to us. Prepaid shipping in both directions is included in the price shown at checkout. You are not buying a guarantee of any particular cosmetic result.
2. Your shipping window
We email your prepaid inbound label within 24 hours of your order. You have 30 days from the order date to ship your pair. If nothing is shipped within 30 days, the order expires, the label is voided, and the order is not refundable. If you need more time, email us before day 30 and we will extend it.
3. Photos before you ship
You must reply to your order confirmation email with clear photos of your pair before you box it up. These photos are the agreed record of the condition your pair was in when it left you. If you ship without sending photos, any later claim about pre existing damage is resolved using our own intake photos, which we take on arrival.
4. Declared value and our limit of liability
When you order, you may declare the value of your pair by replying to your confirmation email. If you do not declare a value, the declared value is set at $200.
Our total liability for loss, theft or damage, for any reason and under any legal theory, is capped at the lower of the declared value or the documented current market value of the pair. We are not liable for lost resale profit, sentimental value, collection value, or consequential damages of any kind.
If your pair is worth more than $200, declare it. We will add carrier insurance to the return leg at cost and tell you the amount before we ship.
5. Carrier risk
Once a package leaves your hands, it is in the carrier's custody. We are not responsible for delay, loss or damage caused by the carrier on the inbound leg. On the return leg we insure to the declared value and will file and pursue the claim on your behalf. Carrier claims are paid at the insured amount, not above it.
6. What cleaning cannot fix
Cleaning has real limits. We do not guarantee removal of, and are not liable for the persistence of:
- Deep set creasing. Creases in leather are permanent on most materials. Crease protection prevents new creasing; it does not reverse existing creasing.
- Dye transfer, ink, bleach, oil, paint and adhesive stains.
- Yellowing that has penetrated the material rather than sitting on the surface. Sole restoration improves oxidation; it does not always fully reverse it.
- Heat damage, melted or separated glue, delamination, crumbling midsoles and dry rot.
- Structural damage, tears, holes, missing parts, worn through outsoles.
- Fading, discoloration or texture change that was already present.
If we open your box and decide the pair cannot be meaningfully improved, we will contact you before doing any work and offer either a refund minus actual shipping costs, or to return the pair as is at no further charge.
7. Aged and fragile materials
Older pairs, vintage pairs, and pairs with aged polyurethane midsoles can fail during normal handling through no fault of the cleaner. By sending a pair over five years old, or any pair you know to be fragile, you accept that risk. Tell us in the order notes if you have any concern and we will use the most conservative method available or decline the job.
8. Turnaround
Standard turnaround is 7 to 10 business days from the day your pair reaches us, plus transit each way. Rush 48 Hour Turnaround means your pair leaves us within 48 business hours of arrival; it does not speed up the carrier. Turnaround targets are estimates, not guarantees, and delay alone is not grounds for a refund.
9. Add ons and physical items
Crease protectors, shoe trees, laces and similar physical items are sized off the shoe size you enter on your order. If the size you enter is wrong, we install what you told us to install. Items installed in your pair ship back inside it and are yours to keep.
10. Refunds and cancellations
- Before your pair ships to us: cancel any time for a full refund.
- After your pair reaches us but before work starts: refund minus actual round trip shipping cost.
- After work has started: no refund, since the service has been performed. If you are unhappy with the result, contact us within 7 days of delivery and we will re clean at no charge.
- Chargebacks filed without contacting us first will be contested with the intake photos, the completed work photos, and the delivery confirmation.
11. Abandoned pairs
If your pair comes back to us undeliverable and you do not respond to three contact attempts over 60 days, we will treat the pair as abandoned and may dispose of or donate it. We will always try to reach you first.
12. What we will not accept
We do not clean footwear that arrives with mold, biological contamination, pest infestation, or an odor that presents a health risk to the person handling it. Such pairs are returned as is and the service fee is forfeited, less return shipping.
13. Authenticity
We do not authenticate the pairs you send in and we make no statement about whether any pair sent for cleaning is genuine. Cleaning a pair is not an opinion on its authenticity.
14. Contact
Questions, declared value, extensions and claims all go to the email address on your order confirmation. Reply to that email and it reaches us directly.
By placing a Sneaker Spa order and accepting these terms at checkout, you confirm that you own the footwear you are sending, that you have read Section 4 on the declared value cap, and that you have read Section 6 on what cleaning cannot fix.