At On Running Sales Store, we stand behind our premium performance footwear just as we stand with you on every run, trail, and court. If your purchase doesn’t meet your expectations, our straightforward returns process ensures you can shop with confidence.

Our Return Policy

We accept returns within 15 days of receiving your order. To be eligible for return:

  • Items must be unused, in original condition with all tags attached
  • Original packaging must be included
  • A proof of purchase is required
Note: For hygiene reasons, we cannot accept returns on sandals & slides that show signs of wear or have been tried on without protective socks.

How to Initiate a Return or Exchange

Step 1: Contact Us

Email our customer service team at [email protected] with your return/exchange request using the template below:

Subject: Return/Exchange Request – Order #[Your Order Number] Dear On Running Sales Store Team, I would like to request a [return/exchange] for my recent purchase (Order #____). Product Name: [Product Name] Size: [Size] Reason for Return/Exchange: [Brief Reason] Please advise on next steps. Best regards, [Your Full Name] [Your Contact Information]

Step 2: Wait for Approval

Our Oakland-based team will respond within 1-2 business days with:

  • Return authorization
  • Shipping instructions
  • Return address (3507 Ford Street, Oakland, US 94612)

Step 3: Ship Your Return

Package the item securely and include:

  • Original receipt/packing slip
  • Reason for return
  • Whether you want a refund or exchange

Note: Customers are responsible for return shipping costs unless the item arrived damaged or defective.

Refund Process

Once we receive and inspect your return:

  • Timeline: Refunds are processed within 3-5 business days
  • Method: Funds will be returned to your original payment method (Visa, MasterCard, JCB, or PayPal)
  • Shipping Costs: Original shipping fees are non-refundable

For exchanges, we’ll ship your new item once the return is processed. Shipping times follow our standard delivery estimates.

Damaged or Defective Items

If your performance footwear arrives damaged or defective:

  • Contact us immediately at [email protected]
  • Include photos of the damage/defect
  • We’ll arrange a prepaid return label and expedite your replacement

International Returns

For customers outside the U.S. (excluding restricted regions in Asia and remote areas):

  • Return shipping costs are the customer’s responsibility
  • Customs fees/duties are non-refundable
  • Allow additional processing time for international shipments

“Just as proper footwear transforms your movement, our returns policy ensures your satisfaction is never compromised.”

– The On Running Sales Store Team