At On Running Footwear, we engineer our shipping and returns with the same Swiss precision as our performance footwear. Whether you’re hitting the trails in our Hiking Shoes or stepping out in Lifestyle Sneakers, we ensure a seamless experience from order to delivery.

Shipping Information

Order Processing

All orders are processed within 1-2 business days (excluding weekends and holidays). You’ll receive a confirmation email with tracking information once your order ships.

Shipping Options

We offer two reliable shipping methods to get your Running Shoes, Tennis Shoes, or other gear to you:

  • Standard Shipping: $12.95 via DHL or FedEx – Delivery in 10-15 business days after shipment
  • Free Shipping: Available on orders over $50 via EMS – Delivery in 15-25 business days after shipment

Note: Delivery times are estimates and may vary depending on destination. Some remote areas in Asia and other regions may experience longer transit times or may not be serviceable.

International Shipping

We ship globally (excluding some restricted regions). International customers are responsible for any customs duties or taxes that may apply.

Returns & Exchanges

We stand behind every pair of Running Shoes, Trail Running Shoes, and Hiking Shoes we engineer. If you’re not completely satisfied, you may return unworn, undamaged merchandise with original tags within 15 days of delivery for a full refund or exchange.

Key Return Details

  • 15-day return window from delivery date
  • Free returns for defective items
  • Original condition required (unworn with tags)
  • Refunds processed within 5 business days
Runner’s Tip: For fastest service on exchanges, place a new order and return the original separately.

Non-Returnable Items

For hygiene reasons, Socks cannot be returned unless defective.

How to Return

  1. Initiate Your Return: Email our runner support team at [email protected] with your order number and return request using the template below.
  2. Pack Securely: Return items in original packaging with all tags attached. Include the original packing slip.
  3. Ship Back:
    • US customers: Use the prepaid return label we’ll email you
    • International customers: Ship to On Running Returns, 3439 Radio Park Drive, Homer, US 30547 using a trackable courier (DHL/FedEx recommended) marked as “Returned Goods”

Return Request Template

Subject: Return Request for Order #[Your Order Number]

Dear On Running Support Team,

I would like to request a return/exchange for my recent order:

Order Number: [Insert]

Item(s) for Return: [Product Name, Size, Color]

Reason for Return: [Select: Wrong Size/Exchange, Defective, Other]

Preferred Resolution: [Refund, Exchange for Size XX]

Please send return instructions at your earliest convenience.

Best regards,
[Your Full Name]
[Your Email Address]
[Your Contact Number]

Refund Process

Once we receive your return:

  • Processing Time: 3-5 business days after warehouse receipt
  • Refund Method: Original payment method (Visa, MasterCard, JCB, PayPal)
  • Timing: Credit card refunds appear within 5-10 business days depending on your bank

Exchanges

Need a different size in our Lifestyle Sneakers or Tennis Shoes?

  • Follow the standard return process
  • Note your desired size/color in the return request
  • We’ll ship your new pair once the return is processed

Damaged or Defective Items

If your Walking Shoes or other gear arrived with manufacturing defects:

  • Contact us within 7 days of delivery
  • Include photos of the issue
  • We’ll provide a prepaid return label and priority replacement

Our return policy is designed with the same attention to detail as our CloudTec® cushioning. Questions? Email [email protected] – we respond with the speed of our lightest racing flats.