At On Running Sales Store, we’re committed to getting our premium performance footwear to you efficiently and ensuring your complete satisfaction with every purchase. Whether you’re hitting the trails, training hard, or enjoying casual wear, we stand behind our products just as we stand with you in your active lifestyle.

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 shipping methods to meet your needs:

  • Standard Shipping: $12.95 via DHL or FedEx (10-15 business days delivery after shipping)
  • Free Shipping: Available on orders over $50 via EMS (15-25 business days delivery after shipping)

International Customers: We ship worldwide (excluding certain restricted regions in Asia and remote areas). Please note that customs fees and import duties are the customer’s responsibility and are non-refundable.

Returns & Exchanges

We want you to love your On Running footwear as much as we do. If for any reason you’re not completely satisfied, our straightforward return process makes it easy to exchange or return your purchase.

Eligibility

To qualify for a return or exchange:

  • Items must be returned within 15 days of receiving your order
  • Products must be unused, in original condition with all tags attached
  • Original packaging must be included
  • Proof of purchase is required

Important Hygiene Note: For health and safety reasons, we cannot accept returns on sandals & slides that show signs of wear or have been tried on without protective socks.

Return Process

Step 1: Contact Us
Email our customer service team at [email protected] with your return/exchange request using this format:

Subject: Return/Exchange Request – Order #[Your Order Number]

Body:
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