Welcome to the On Running Sales Store FAQ page! We’ve compiled answers to the most common questions about our performance footwear, global shipping, and customer service. Whether you’re a trail runner, training enthusiast, or lifestyle sneaker lover, you’ll find the information you need below.

Product Questions

What types of shoes do you specialize in?
We offer premium performance footwear across six categories: Kids’ Shoes, Lifestyle Sneakers, Pickleball Shoes, Sandals & Slides, Trail Running Shoes, and Training Shoes. Each pair is designed with our Three-Test Rule quality standard to ensure optimal performance.
How do I choose the right shoe for my activity?
Our collection is activity-specific:
  • Trail Running Shoes: For off-road adventures with superior grip
  • Training Shoes: For gym workouts and cross-training
  • Pickleball Shoes: Court-optimized for lateral movement
  • Lifestyle Sneakers: Everyday comfort with athletic heritage
  • Kids’ Shoes: Durable designs for active children
  • Sandals & Slides: Recovery and casual wear
Our trail running team recommends ordering new shoes 3 weeks before a big race if choosing EMS shipping, or 2 weeks for express shipping. This allows time for processing and proper break-in!

Shipping & Delivery

Where do you ship from and how long does delivery take?
All orders ship from our Oakland, California warehouse within 48 hours (excluding weekends). Delivery times:
  • Express Performance Shipping (DHL/FedEx): 10-15 business days after processing ($12.95 flat rate)
  • Value Shipping (EMS): 15-25 business days after processing (free on orders over $50)
Do you ship worldwide?
Yes! We serve active lifestyles globally, excluding only select remote areas (some Asian regions may have restrictions). Our Oakland-based hub ensures efficient worldwide distribution.
How can I track my order?
Express shipments include real-time tracking from our warehouse to your door. You’ll receive tracking information via email once your order ships. EMS shipments may have limited tracking depending on destination.

Returns & Exchanges

What is your return policy?
We offer a 15-day return window from the date of delivery. Items must be unworn, in original packaging with tags attached. Please email [email protected] to initiate a return.
Are return shipping costs covered?
Customers are responsible for return shipping costs unless the item arrived damaged or defective. We recommend using a trackable shipping method.
How long do refunds take to process?
Once we receive your return, refunds are processed within 5 business days and typically appear in your account within 7-10 business days, depending on your financial institution.

Payments & Accounts

What payment methods do you accept?
For international convenience, we accept:
  • Visa
  • MasterCard
  • JCB
  • PayPal
Is my payment information secure?
Absolutely. We use industry-standard encryption for all transactions and never store full payment details on our servers. PayPal transactions are handled entirely through their secure platform.
Do you offer discounts for bulk orders?
While we don’t have a formal bulk discount program, our free EMS shipping on orders over $50 makes multiple pairs (like kids’ shoes for growing families) particularly economical. Contact [email protected] for special inquiries.

Customer Support

How can I contact customer service?
Our Oakland-based support team is ready to assist at [email protected]. We typically respond within 24 hours on business days.
What should I do if my shoes don’t fit properly?
Within our 15-day return window, you may exchange for a different size (subject to availability) or return for a refund. We recommend reviewing our sizing charts carefully before ordering and considering ordering your usual athletic shoe size.
Do you offer warranty on your shoes?
While we don’t offer a formal warranty, all our shoes undergo rigorous Three-Test Rule quality checks. If you experience unusual wear or defects, please contact us immediately at [email protected] with photos for assessment.

Ready for your next adventure? Whether you’re powering through workouts in new training shoes or exploring the trails in performance runners, we’re committed to delivering premium footwear to match your active lifestyle. For any questions not covered here, don’t hesitate to reach out to our support team.

“Just as proper footwear transforms your movement, proper delivery ensures your transformation begins the moment you need it.” – The On Running Sales Store Team