Customer Care

Returns

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Satisfaction Guarantee

We are so committed to helping you get the right gear for your goals that we back all of our products with a 100% satisfaction guarantee. If you aren't completely happy with your purchase, simply return it within 30 days from purchase. Returns must be in new condition, in the state you received them.

Unfortunately, we cannot accept returns for customized or personalized product.

Returns Policy

SATISFACTION GUARANTEE

New Balance is committed to fitting you in the right gear to meet your goals, and as such, we back our products with a 30-day 100% satisfaction guarantee. If you aren't completely satisfied with your purchase, simply call us at 844-628-3267 and we will assist you in returning the products.  For qualifying products we will provide you a FREE return label to send back the product for a full refund.  Please read below for important distinctions between returning customized versus non-customized products.

For Non-Customized Products:

Returns

  • All products to be returned must be received by New Balance within 30 days of the delivery date and must be in the original state you received them.
  • Refunds will be credited for items originally purchased on newbalanceteam.com only.
  • Refunds will be credited to the original form of payment for the purchase price along with any applicable taxes.
  • Online promotion discounts are applied and distributed across all eligible items in your purchase. If you return a portion of your purchase, a portion of the initial discount will be lost.
  • Please allow 5-10 business days after we receive your package to process your refund and credit your account.
  • For payments made by check or money order, please allow 14-21 days to receive a refund.

If you are returning an item that you received as a gift, call us at 844-628-3267 and we will be happy to issue a credit for use on newbalanceteam.com.  Otherwise, refunds can be credited to the original form of payment used for the purchase.

If you are shipping from Guam, Puerto Rico, other U.S. territories or an APO/FPO address, please call us at 844-628-3267 or Email Us for return instructions.

Need help with a return? Call customer service at 844-628-3267

Exchanges

  • Need help finding a new size, color or product? We recommend placing a new order for a replacement item, and returning qualified products as described above. Our inventory changes often and select sizes and colors may sell out.
  • Place a new order online, or, if additional service is needed, call 844-628-3267 to ensure you get the color, size or product you want. The new order is a separate transaction, so please have your payment information ready.

For Customized Products:

New Balance will pay for the return and credit (or replacement) of items if and when you are disappointed by a customized order meeting the following criteria:

  • The pre-customized items themselves are materially flawed;
  • The quality of the decorating (e.g., the printing or embroidery) has a visible defect in printing or stitching; or
  • The design of the final products is materially different from the final design submitted by you.  

For items which meet these criteria, you must first request a return or replacement from New Balance within 30 days of the delivery date.  Only items approved in advance for return by New Balance will receive credit or be replaced.  Any items returned without prior New Balance approval will be disposed of.

For return of approved customized items:

  • You will ship the product at New Balance’s expense, will retain title and risk of loss until receipt by New Balance at the designated return destination and will not receive credit until receipt by New Balance. 
  • Refunds will be credited to the original form of payment for the purchase price along with any applicable taxes.
  • Online promotion discounts are applied and distributed across all eligible items in your purchase. If you return a portion of your purchase, a portion of the initial discount will be lost.
  • Please allow  5-10 business days after we receive your package to process your refund and credit your account.
  • For payments made by check or money order, please allow 14-21 days to receive a refund.

 

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