At On Running Footwear, we’re committed to delivering Swiss-engineered performance right to your doorstep. Below you’ll find answers to common questions about our products, shipping, returns, and more. Run different. Live different. Delivered differently.
Product Questions
What types of shoes does On Running offer?
We specialize in performance footwear for every step of your journey, including:
- Hiking Shoes
- Lifestyle Sneakers
- Running Shoes
- Trail Running Shoes
- Walking Shoes
- Tennis Shoes
- Performance Socks
What makes On Running shoes unique?
Our footwear features patented CloudTec® technology that provides perfect cushioning during landing and firm support for take-off. Each pair combines Swiss precision engineering with lifestyle fashion for elite performance in any environment.
How do I choose the right size?
Our shoes are engineered for precise fit – we recommend ordering your usual size. For personalized sizing advice, contact our runner support team at [email protected] before ordering.
Shipping & Delivery
Where does On Running ship?
We serve runners worldwide from our Homer, US headquarters, excluding some remote areas and parts of Asia. During checkout, you’ll see if we deliver to your location.
What shipping options are available?
We offer two delivery methods:
- Standard Shipping ($12.95): Delivered via DHL or FedEx in 10-15 days after processing (1-2 business days) with full tracking
- Free Shipping (Orders $50+): Shipped via EMS with delivery in 15-25 days after processing, includes tracking
How can I track my order?
All shipments include tracking. You’ll receive a tracking number via email once your order ships, allowing you to follow your gear’s journey from our CloudTec® labs to your door.
Returns & Exchanges
What is your return policy?
We stand behind every pair with our 15-day no-nonsense return policy from delivery date. Items must be in original condition with tags attached. Return shipping costs are the customer’s responsibility, and refunds process within 3-5 business days after we receive your return.
How do I initiate a return?
Simply visit our website and follow the return process. If your shoes don’t help you “run different,” we’ll make it right.
Payments & Security
What payment methods do you accept?
We accept:
- Visa
- MasterCard
- JCB
- PayPal
Is my payment information secure?
Absolutely. We use industry-standard encryption to protect all transactions. Your payment information is processed securely and never stored on our servers.
Customer Support
How can I contact customer service?
Our runner support team is available via email at [email protected]. We’re based at 3439 Radio Park Drive, Homer, US 30547 but serve runners worldwide.
Do you offer international customer support?
Yes! While we’re based in the U.S., our support team is equipped to assist runners across our global delivery network from Tokyo to Toronto.
Didn’t find your answer here? Our team is ready to help you find your perfect pair and keep you moving. Email us at [email protected] for personalized assistance.