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We are so committed to helping you get the right gear for your goals that we back all of our products with a 100% satisfaction guarantee. If you aren't completely happy with your purchase, simply return it within 30 days from purchase. Returns must be in new condition, in the state you received them. New Balance reserves the right to refuse worn or damaged merchandise.
Unfortunately, we cannot accept returns on custom shoe orders.
- If you are shipping from Alaska, Hawaii, 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.
- Online promotion discounts are applied and distributed across all eligible items in your purchase. If you return a portion of your purchase a portion of the discount will be lost.
- Please allow up to 10 business days after we receive your package to process your refund and credit your account.
- 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.
- Items purchased at a retail store should be returned to the store.
Need help with a return? Call our Customer Care team at (800) 595-9138.
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.
- Need to exchange an item that was given as a gift? Contact Customer Care at (800) 595-9138.
- Place a new order online or call (800) 595-9138 to ensure you get the color and size you want, along with any discounts/credits previously applied. The new order is a separate transaction, so please have your payment information ready.
- Follow the instructions above to print out your pre-paid UPS shipping label. Once we receive and process your return, we will credit the original form of payment.
Need to exchange an item that was given as a gift? Contact Customer Care at (800) 595-9138.
Need to Contact Us?
Text or call (800) 595-9138
- Mon - Fri
- 7 AM - 7 PM (CT)
- Sat & Sun