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Returns & Exchanges
Sometimes gear just doesn’t work out – no matter how excellent it is. While we hope you find your best fit the first time around, if you aren’t completely happy with your purchase, simply return it within 30 days. Unfortunately, we cannot accept returns on custom shoes orders.
If you purchased your item at a retail store, please return it to the store. Otherwise, follow the instructions below.
Need help finding a new size, color or product? We recommend placing a new order for a replacement item. Our inventory changes often and select sizes and colors may sell out.
- Place a new order online or call (800) 595-9138.
- Then follow our return instructions below to send back the original item for a refund.
Need to exchange an item that was given as a gift? Contact Customer Care at (800) 595-9138.
Return shipping is FREE when you use our pre-paid return label, simply follow our easy, step-by-step online return instructions.
If you are shipping from Guam, Puerto Rico, other U.S. territories or an APO/FPO address, please call or email Customer Care for return instructions.
Refunds will be credited to the original form of payment for the purchase price along with any applicable taxes.
- Please allow 5-10 business days after we receive your package to process your refund and credit your account.
- For checks or money orders, please allow 2-4 weeks for processing.
- For returns purchased with a Gift Card, the refund amount will be put back on the original card.
- If your return was purchased with an eGift, we will email you a new eGift valued at the refund amount.
- If you are returning an item you received as a gift, call us at (800) 595-9138 and we’ll issue you a credit for use on newbalance.com. Otherwise, the refund will be credited to the original form of payment used for the purchase.
Need help with a return or exchange? Call our Customer Care team at (800) 595-9138.