Availability of the Item
We stock 98% of everything we sell. If we run out of stock, we have the ability to leverage our relationships with manufacturers to ship directly from them to you. Inventory availability is reflected on the website whenever possible and updated at least once an hour.
How long does it take to process the order?
Any order received before 12 pm CST (Central Standard Time) will go out the same business day if the item is in stock in our warehouse and if the order clears Fraud Verification.
Can I cancel my order if I change my mind?
We would strongly recommend you contemplate the purchase before clicking the final button. Before that, you’ll be filling in various forms. It isn’t fun, but you can use this time to make a well-considered decision. Once you submit the order, you cannot alter or cancel it.
How do I select the correct size?
Measure your feet
Use a ruler or tape measure to measure from the back of your heel to the tip of your longest toe.
Chart to convert inches to shoe size.
(Note: Individuals will normally size up ½ size to account for swelling that occurs during running)
Measure the width across the widest point of the ball of the foot.
Determining your arch type and the best shoe for your feet.
Flat Arch: Support Shoe
Normal, High and Very High: Neutral Shoe
May I speak with someone about the status of my order?
Customer Service team is available from 10am - 5pm, Monday - Friday
Credit cards (Visa, Mastercard, American Express and other), PayPal
How do I purchase/ redeem a gift card?
Gift Certificates are hard to miss - the link is on the top-right corner, left of the Cart icon. Once you follow it, you’ll see a gift certificate application form. You only need to fill in your name and email, the recipient’s name and email, and the gifted amount. Please, note that gift certificates are non-refundable and expire in 365 days. After you fill in all the information, you can add the gift certificate to Cart as a regular purchase.
To redeem your gift certificate, you need to enter your certificate code, emailed to you as an attachment, into the corresponding box of your shopping cart. You can check your gift certificate balance on this page.
Do you offer any discounts?
Do you offer any layaways?
Do you offer Buy Now Pay Later service?
Yes, we do. You can select PayPal Pay Later offer at a product page and choose between Pay in 4 or Pay Monthly plans.
Do you have In-Store Pick-Up?
Yes, we do. But please, call to check availability for immediate pickup.
Monday - Friday: 12pm - 6pm
Saturday: 10am - 5pm
Sunday: 12pm - 5pm
Call Us: 800-619-8104
Mail Us: [email protected]
What kind of shipping do you provide?
We provide free ground shipping on all eligible items
We ship US only
How long will it take for my order to arrive?
7-10 business days from the time of order to your destination
How do I track my order?
All details for your order can be found in your account. Click on “Orders” to see all your purchased items. Select the item you want to track. If the order has already been processed and shipped, you’ll see the ship date and tracking number. If the tracking information is missing, your order is still being processed.
The tracking number shows that the order has been delivered. But I didn’t receive it!
If the tracking status shows the item is delivered to your place, it is unlikely to lie. Maybe somebody you live with received the package, or your neighbor took it. Also, check your back porch, garage door, bushes, and grill. The courier might left your package in a less conspicuous place to protect it from weather and theft.
The Tracking number is not working. How can I track my order?
You may copy and paste your tracking number into Google to track your package.
What should I do if I have received dead-on-arrival items?
If the package arrives damaged, email us at [email protected] and attach photos of the package and the damaged item.
How do I get a return authorization? Can I have a shipping label?
You will need to get an RA Number (Return Authorization Number) before shipping the item back to us. Submitting the last name of the person who placed the order or the order number by email or phone will help speed up the return. You will be asked to provide the reason for the return and choose whether you would prefer a refund or exchange. Once the RA is issued, we will email it to you. You will need to print it out and put it inside your parcel. You will also need to write the RA number on the box. RA's are valid for 10 days from the date of issue. Once expired, you will not be able to return the product using the issued RA.
I want to return the item. Can I do that?
If, for any reason, you are not satisfied with your order, you can return it to us for a full refund or exchange it for some other item. The item must be in the same condition you’ve received it: not used (worn, mounted, broken) and packaged in the original packaging of the manufacturer, with all original contents included. This page contains comprehensive answers to all questions related to returns, exchanges, and refunds.
All sales on clearance items are final. No refunds, exchanges or returns allowed.
Do you offer a 30-day return window?
Yes. All items should be returned within 30 days. If you’ve missed the deadline, the only thing you can do is contact the manufacturer to solve issues like repair, replacement, etc.
What do I need to make a return?
To request a return, log in to your customer account, find the order you want to return, and click the Return Items link.
Click here to start a return.
You have 30 days from the delivery date (as indicated by the delivery confirmation) to return the item to us for any reason as long as the item meets the Return Conditions and you’ve obtained a Return Authorization from our Customer Service Team.
If you purchased an item as a Guest, please send your return request to [email protected] with the following information:
• Your first and last name
• Your contact email/phone
• Your original order number
• Reason for return
• Subject line should read: RA (Return Authorization) Request
Without exception, ALL RETURNS and EXCHANGES require you to procure a Return Authorization or (RA) Number. IMPORTANT: RA Numbers are only good for 10 days after issuance and will not be valid if you fail to return the item outside that window.
Are there any restocking fees?
We charge 15%. But additional restocking fees up to 15% may be applied as well if the product is returned with any part missing (such as batteries, manuals, laces, etc.)
How do exchanges and refunds work?
Exchanges. If you want to exchange the item you ordered (or you may have received it as a gift) for a different item, you will need to contact our customer service team within the same 30 day period and request an exchange. You will be responsible for all shipping charges during the exchange. Any price differences will also be collected prior to the exchange item being shipped to you. If you want to have a replacement item shipped to you before we receive the original back at our location, you will be asked to pay for the replacement upfront and once we receive your return, we will credit the difference back to your credit card/PayPal account. The exchange process may take between 5-10 business days from the moment we receive your return back at our warehouse.
Refunds. Once your return passes the return evaluation process for compliance with our return conditions (3-5 business days) - we will process a refund to your credit card/PayPal account. It takes around 3-5 business days (depending on your financial institution) to post the refund information to your account. Once we confirm the refund with you, please to speak to your financial institution for any additional assistance.
I received a defective item. Warranty case.
If you’ve found your product is defective anytime after you’ve purchased it, the best course of action is to contact the manufacturer. If you cannot locate the manufacturer’s email or phone number, let us know, and we will help you. Any item found to be defective after 30 days from the date of receipt has to go to the manufacturer.
In general, the warranty on the running shoes is from 6 to 12 months, depending on the brand.
In some cases (namely for INOV-8, FILA brand), if the purchase date is within the last 12 months, we can provide a replacement or refund by ourselves.
The item I received is different from the one I ordered.
Something went wrong. Call us at 800-619-8104 or e-mail at [email protected] and provide all the information.
Are there any sales taxes?
As many of you know, Texas is one of the few states that does not have a state income tax. What we do have is a sales tax of 8.25%, and we must collect it on every sale made to Texas shipping addresses. Other states may have sales taxes of their own. Contact your state’s office of the Department of Revenue to learn more.
Why are you charging more for items at checkout than the listed price?
It is because a tax is added to the item’s listed price. The tax amount depends on the state of the shipping address.