At Shoe Zone Shop, we want you to be completely satisfied with your performance footwear purchase. If you’re not happy with your running shoes, hiking boots, or casual footwear, we offer a straightforward returns and exchanges process.

Our Return Policy

You may return most unworn, unwashed items in their original condition with tags attached within 15 days of receiving your order for a full refund or exchange. Please note:

  • Items must be in resalable condition with original packaging
  • We cannot accept returns on worn or damaged items
  • Custom insoles and personalized items cannot be returned due to hygiene reasons

Important: For hygiene reasons, we cannot accept returns on insoles or any items that show signs of wear. All shoes must be tried on clean surfaces only.

How to Initiate a Return or Exchange

Follow these simple steps:

  1. Contact Us: Email our customer service team at [email protected] within 15 days of receiving your order. Use the subject line “Return/Exchange Request” and include:
    • Your order number
    • The item(s) you wish to return/exchange
    • Reason for return/exchange
    • Whether you prefer a refund or exchange
  2. Wait for Approval: We’ll respond within 1-2 business days with return instructions and an RMA (Return Merchandise Authorization) number.
  3. Package Your Items: Securely pack the items in their original packaging with all tags attached. Include a copy of your order confirmation.
  4. Ship Your Return: Send the package to our return address (provided in your RMA email) using a trackable shipping method. We recommend keeping your shipping receipt.

Return Shipping

Customers are responsible for return shipping costs unless the return is due to our error (wrong item shipped or defective product). Original shipping fees are non-refundable.

For international returns (outside the US), you may be responsible for customs duties and taxes. We cannot refund these amounts.

Refund Process

Once we receive and inspect your return:

  • Refunds will be processed within 5-7 business days
  • Your refund will be credited to your original payment method (Visa, MasterCard, JCB, or PayPal)
  • Please allow additional time for your bank or credit card company to process the refund (typically 3-10 business days)

Exchanges

For size exchanges:

  1. Follow the return process above
  2. Clearly indicate in your email that you want an exchange and specify your desired size
  3. We’ll ship your new item once we receive the return

If the new size isn’t available, we’ll issue a refund instead.

Return Request Template

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

Dear Shoe Zone Shop Customer Service,

I would like to request a [return/exchange] for my recent order #[Your Order Number].

Details:

  • Item Name: [Product Name]
  • Size: [Size]
  • Color: [Color]
  • Reason for return/exchange: [Please specify]

For exchanges, I would like: [Specify new size/color if applicable]

Please let me know the next steps.

Thank you,

[Your Full Name] [Your Email Address] [Your Phone Number – optional]

Non-Returnable Items

For health and safety reasons, we cannot accept returns on:

  • Insoles
  • Worn or damaged items
  • Items without original tags or packaging

Damaged or Defective Items

If you receive a damaged or defective item, please contact us immediately at [email protected] with photos of the damage. We’ll arrange for a replacement or refund and cover return shipping costs.

Questions?

Our customer service team is happy to help with any questions about returns or exchanges. Contact us at:

Email: [email protected]
Mail: Shoe Zone Shop, 4148 Ryan Road, PORTLAND, US 58274

Thank you for shopping with Shoe Zone Shop – your trusted source for performance footwear for runners, hikers, and athletes worldwide!