Returns and Exchanges

 

RETURN POLICY

We gladly accept returns within 30 days of purchase. Refunds are issued to the original form of payment. Orders placed with store credit can only be refunded in store credit. Please note that returned merchandise must have the original packaging still intact. Shoes must be in their original shoe box.

Sale and ‘last chance’ items are final and cannot be returned or exchanged.

We cannot accept returns on any carbon fiber shoe.

If your item is damaged and your purchase date falls outside our standard return window, then please contact shoponline@runpacers.com and we’ll be happy to serve you.

Items purchased in one of our seven stores can be returned or exchanged at any store.

Items purchased online can be returned at any store or by clicking the button below.

RETURN FAQs

Can I make a return or exchange in person?

If you ordered an item online, you are welcome to return or exchange at any of our retail locations. Find your nearest store here.

How do I start a return or exchange?

To make a return, please visit our Returns Center and simply enter the email address associated with your purchase, or your order number and shipping address zip code to initiate the return. For exchanges, follow the steps outlined above and select your new item for exchange.

Is a packing slip required?

No packing slip is required, as long as your returned product has its original tags intact and you use the return shipping label we provide to you.

Do I need to return the product in its original packaging?

If possible, please ship your return in its original eco-friendly packaging to protect it from damages during transit. If you no longer have the original packaging, it’s not a problem. Please ship your return in your own packaging or materials provided by your local courier.

Where can I find my shipping label?

Once you initiate your return through our Returns Center, you’ll receive step-by-step instructions and a return shipping label which will also be sent to your email.

What should I do if I receive the wrong product?

After starting your return, select ‘received wrong item’ under ‘reason for return’, and proceed through the exchange process. Your preferred item will ship to you right away.

How long does it take to ship an exchange?

We ship exchanges immediately - even before we receive your original order.

What is an “Instant Credit”?

While processing a return via the Returns Center, you may be offered an Instant Credit code along with a prepaid shipping label. If you do receive a code, you can use this Credit to buy something new without having to wait for your return refund. Once we receive your original item(s), we'll deactivate any unused Credit and refund the outstanding balance back to your original payment method.

How do I use “Instant Credit”?

You'll use your Instant Credit code at checkout, similar to a gift card. The Credit amount will be for the amount of the items being returned. If you use Credit and the price of the new order is less than your Credit amount, you will be refunded the remaining amount to your original payment method.

What happens if I don’t use my “Instant Credit”?

Instant Credit comes with no strings attached. Any unused portion of the Credit will be refunded back to your original payment method.

How do I return or exchange a gift?

Visit our Returns Center and click the ‘Returning a gift’ link below the email entry box. After entering your email address and order information, you’ll be guided through the exchange process and receive step-by-step instructions, a return shipping label, and an order confirmation for your new replacement order.