Help Desk

go to stores

  • Select a topic from the headings below to find answers to all of your website customer service questions!
 
General Information
Contact Us
Ordering
Shipping
Returns
My Account
Privacy and Security

product availability customer service | ordering
Back to Previous Page
As you browse through our site you'll notice that some products are listed as In Stock, and some as Special Order. We maintain a large number of special order products so that even if we don't have something, you can indicate to us that you would like one by adding it to your order. We will try our very best to get it for you as quickly as possible. Take a look at the information below which further explains what each stock status means and how your order will be affected.

In Stock Items
Stock Status
Items listed as In Stock are currently available to purchase. In the rare event that an In Stock item is not available, that item will be removed from your order. You will be notified immediatley via email and we will try and suggest an alternative product. Although we go to great lengths to maintain accurate inventory records, availability posted on our website is subject to change.

If you want to check the availability of a product one of our store locations, please contact that store to verify a product's availability before visiting.


Special Order Items
Stock Status
If a product's status is shown as Special Order, that product is currently not in stock. We place orders with our suppliers on a weekly basis and most Special Order products that are available, arrive at our location within 2-3 weeks. If we are unable to get a product you've ordered we will notify you as soon as possible. Special Order items are not billed to you until your complete order ships.

IMPORTANT: If you are purchasing In Stock and Special Order items in the same order, your order will be held until all items are available.

If you prefer to have your In Stock items shipped immediately, and Special Order items shipped seperately when they arrive, please request this when you place your order. You will be charged for shipping a second time when your special orders are shipped to you.
payment customer service | ordering
Back to Previous Page
When shopping at RunningFree.com, you have the option of paying with your Visa card, Mastercard, or with a credit balance you have on your RunningFree.com account. Running Free Gift Cards are currently not accepted as a method of payment online. We apologize for the inconvenience.

When using a Credit Card you will be required to enter your:
  • Card Number
  • Expiry Date
  • CVD 3 Digit Security Code (found on the back of the card)
  • Cardholder name
  • Billing address (the address shown on your credit card statement)

    • If the CVD 3 digit security code you enter doesn't match, OR the billing address does not precisely match the card holder address, your order will not be processed. Please take care to enter the correct informtation to avoid delays or your order being cancelled.
    Accepted at RunningFree.com
     
    Important!
    If you choose to have your order shipped to an address other than your billing address, your order may be delayed while we perform further verification checks. This is to prevent and eliminate credit card fraud, which helps keep our prices low!

    Credit Card Pre-Authorizations:
    When you submit your order, your credit card is not immediately charged. Instead, a Pre-Authorization is performed in the amount of your order. A pre-authorization checks the validity of the card, and the available funds. Although a Pre-Auth is not a charge, it does take up room on your available credit like a charge would. If you cancel your order, the Pre-Auth is cancelled and should disappear within a few days. This depends on how quickly your bank prcoesses the cancellation. When your order is processed for shipping, we capture the full amount of the original order, then immediately refund any items that were not in stock.

    Using a credit balance on your RunningFree.com account:
    If you have a credit on your online account, that credit amount will automatically be applied to your next order on checkout. The remainder will be billed to your chosen method of payment. You can check your RunningFree.com account balance anytime by logging in and going to the Account Overview area.

    PayPal:
    Please note that we no longer accept PayPal as a method of Online Payment. Our apologies for any inconveieince this causes.

    Your Privacy is important to us! Find out how we protect your personal information and ensure our site is safe and secure.
    processing customer service | ordering
    Back to Previous Page
    We will work very hard to get your order to you as quickly as we can. All In Stock orders are picked, processed, and shipped within one business day.

    If an In Stock item you ordered is unavailable, that item will be cancelled from your order and you will be notified via email as quickly as possible. If we are able to offer an alternative to you, we will let you know and hold your order until we hear back from you. If there is no alternative available we will process and ship your order on the next business day.

    If your order contains Special Order items your order will be picked and held for you until any Special Order items have arrived, at which time your complete order will be processed and shipped on the next business day. If a Special Order item is not available, we will notify you, cancel that item, and process and ship your order on the next business day.
    What are business days?
    The term business days simply means any weekday that is not a Canadian or Ontario civic holiday. Weekends are also not considered business days although our customer service staff is available on weekends to provide help if you need it!
    order by phone customer service | ordering
    Back to Previous Page
    We are happy to take your order over the phone if that is your preference. Phone orders can be placed by calling 416.410.3733. Please have the following information ready to help us assist you:

  • Stock ID numbers of the products you want (4-5 digits)
  • Sizes/Options you want
  • If you wish to apply a coupon please have the coupon code available
  • Visa or Mastercard
  • The billing address that matches the credit card you're using
  • The shipping address
    • If you want to place your order over the phone, check out our customer service hours of operation!
    emails you will receive customer service | ordering
    Back to Previous Page
    Safe Senders list
    To avoid the possibility of emails concerning your order not arriving in your inbox, it's a good idea to add the following addresses to your "Safe Senders" or "Not Junk" list so that important emails are not accidentally marked as spam and deleted by your email program or service.

    You will receive emails concerning your order from these addresses:
  • shop@runningfree.com
  • donotreply@canadapost.postescanada.ca

    • Remember to check your Junk/Spam folder if you're missing an email about your order!
    We know communication is a very important part of making a purchase online so below are the emails you may receive after you have placed your order.

    Order Confirmation Email
    You will receive this email shortly after you complete your order. It contains a summary of the items you ordered and their stock status, shipping method, billing/shipping addresses, and any special instructions you included.

    Shipping Confirmation Email
    After your order has been processed and shipped, you will receive an email from Running Free confirming your order has been shipped. This email contains the tracking number, tracking link, shipping method, date shipped, and the contents of your final order.

    Tracking Emails
    You will also receive two to three tracking emails directly from Canada Post. These emails will provide you with access to all the shipping information available for your package. THey are sent when your order is processed for shipping, picked up by Canada Post, and delivered to your shipping address. If there is a delay or error on Canada Post's side you may also receive notice of what happened and how your order will be affected.

    Emails directly from one of our staff
    If something you ordered is not available or we need to clarify some aspect of your order with you, you may receive an email from one of our friendly customer service staff.

    Your email address will NOT be added to any mailing list when you place an order on our website unless you tick the box during checkout indicating you wish to receive occasional emails from us.
    Important! Remember to add shop@runningfree.com to your "trusted" or "safe senders" list to avoid any important emails from being lost in your junk folder or accidentally deleted as spam.



    Also see Website Terms of Use for more information