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Holiday Returns Information

Items purchased online and in-store between November 1st and December 24th, 2024 can be returned until January 15th, 2025 or 30 days from delivery of your order whichever is greater. All returns must meet our normal returns criteria (see below). Refunds for qualifying items will be issued on the original method of payment. If unavailable, exchange, gift card, or store-credit will be provided. Online returns that need to be shipped back must be handled by the original purchaser. Get complete details on return shipping below.
returns

Shop with Confidence.

We want you to be happy with your purchase so we will gladly provide a return shipping label and a refund for most items within 30 days of your order being processed. This includes items on-sale and clearance items, so shop worry-free! Please review all criteria below.

Returns must be in brand-new condition.

  • All products being returned must be in brand-new, unused condition, including being free of odours, stains, or pet hair.
  • You’re welcome to briefly try shoes on clean indoor surfaces that won't mark outsoles. Beware of treadmills and other surfaces that may cause visible wear very quickly (particularly on light coloured outsoles) and render shoes not returnable.
  • All retail packaging such as boxes and tags must be returned in new condition. Damage charges apply if tape is applied directly to retail packaging like shoe boxes. Do not tape shoe boxes closed and ship as-is. Wrap the box first or place in another box to prevent damage.
  • Underwear and bathing suits may be returned in brand-new condition if tried on over clothing, and all tags and sanitary liners are still attached.
  • Gift cards and nutrition products cannot be returned or refunded. Shipping costs are non-refundable.

    • What do Return Shipping labels cost?

    There is no charge for a Return Shipping label as long as any of the following criteria are met:
  • You paid for shipping on your original order.
  • You keep at least $100 worth of merchandise from your original order (before taxes and after discounts).
  • You return your item in our Markham store.
  • You placed a new order for a different size. Review "What if I need another size?" below for instructions.

    • If your return does not meet one of the above criteria, the cost of shipping in your area will be deducted from your refund:
  • $6 for the Greater Toronto Area ()
  • $10 for the rest of Canada
  • $15 for Remote Areas ()

    • Limit of one return label per order. Please contact us regarding multiple return shipments on the same order. Labels only available for orders placed online through runningfree.com. Return labels not available in the USA*.

    How will returns be affected by a Canada Post Service Distruption?

    Not to worry! Although we are unable to issue Return labels during the Canada Post strike, we'll extend your return period by the same number of days as the distruption. If you have already mailed your return before the strike but it has yet to be delivered, it will remain in a Canada Post warehouse until the strike ends. We will process your refund once we receive your return without penalty for the delay. If you cannot wait, please contact us for an authorization, and you can return your items to us via another courier at your cost. After we receive your return we will credit you up to $10 towards the return shipping you paid with a receipt .

    Find out how a strike will affect your order being shipped

    Can I return an item to a store?

    Items purchased online may be returned in person to our Markham store. In-store returns must be accompanied by your original invoice received with your package and the credit card that was used. If you do not have your invoice please have your online order # available. If the original credit card is not present, a store credit will be issued instead. No other returns charges apply to items returned in-store. Original shipping is non-refundable.

    What if I need another size?

    As sizes can sell out quickly, please place a new order for the size you want immediately. After you have secured your size, contact us for a return shipping label. If you re-order another item/model size of equal or great value, no return charges will be deducted when your return is processed. This can be done once without return charges. Simply follow the directions below.

  • Place a new order and during checkout enter “Re-order for Order #####” in the “Order Notes” field. Standard free shipping thresholds apply.
  • Email us the new order number when you contact us for a return shipping label to return the original item.
  • If the item was purchased on sale but that sale has ended, we will honour the price you paid for the new item provided it is the exact same style/colour, price, and model year under most circumstances. Please contact us to confirm your details. This may need to be done manually after the order is placed.

    • Something went wrong!

    If there's ever a problem with your order, please let us know right away so we can correct the mistake as quickly as possible. If you have a problem with something you purchased from us and think it might be covered by a warranty, contact us first. If available, warranties range considerably from product to product. We can explain specific warranties to you and help you return your product if it's determined to be covered by a warranty. Please include your order number, photos showing the general condition of the item, the problem area, and the label inside the tongue of shoes. The more photos the better!

    I made a mistake on my shipping address!

    We cannot edit or make changes to addresses once the package has been picked up by the shipper so make please make absolutely sure the shipping address you submitted is correct after your order is placed. If you provide incomplete or incorrect shipping information, you will be responsible for the cost of re-shipping the order if the shipper is able to return it to us. If your package is returned but you prefer not to re-ship it, the cost of regular shipping for your area will be deducted from your refund, unless shipping has already been paid on the order in which case original shipping is non-refundable. You can read more about shipping address errors here.

    I'm ready to return something. What's next?

    Send an email to shop@runningfree.com or give us a call. Provide your:
  • ORDER NUMBER
  • ITEMS BEING RETURNED
  • REASON FOR RETURN

    • We’ll respond via email with instructions to claim your return shipping label. Limit of one return label per order. Labels only available on orders placed through runningfree.com. Purchases made in-store must be brought back to the store in person. You’ll usually have your refund within 7 days after your return is received. Please contact us before returning anything to avoid your return being refused on delivery.

    *Free Return shipping labels are not valid in the USA. Always contact us for return authorization. USA returns must display the words “Canadian Goods Returning” on the outside of the package and on shipping documents. Unauthorized returns will not be refunded and customs/brokerage fees will be charged.