Returns

Need help? Text or call our customer care department.

Mon. - Fri, 9 AM - 9 PM (EST)
Sat. & Sun, 9 AM - 6 PM (EST)
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Find order
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Select return
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Print label
Enter your order information:
Free Returns

Extended Holiday returns: If you aren't completely happy with your purchase made 17/10/21-13/12/21, simply return it by January 31, 2022 for free. Returns must be in new condition, in the state you received them. New Balance reserves the right to refuse worn or damaged merchandise. Unfortunately, we cannot accept returns on custom shoe orders.

Ship your return
 
  • Enter your order number above and follow the steps to complete your return.
  • Please allow up to 21 days after we receive your package to process your refund and credit your account.
Return to a store
 
  • Orders made on newbalance.ca may be returned to New Balance stores and Factory Stores. Find your closest store here.
  • Bring packing slip or show order confirmation email at store.
  • Refunds for returns made in-store are processed immediately.
Return details
 
  • Refunds will be credited to the original form of payment for the purchase price along with any applicable taxes.
  • For returns purchased with a Gift Card, the refund amount will be put back on the original card.
  • If the bank account or credit card used for payment is no longer active, refunds will be credited to an eGift Card, which can be used online or in store.
  • If your return was purchased with an eGift, we will email you a new eGift valued at the refund amount.
  • Items purchased at a retail store should be returned to the store.
  • Non-returnable items cannot be returned.
  • Need help with a return? Contact our Customer Care team
Exchanges
 
  • Need a different size, color or product? We recommend returning your item and placing a new order. Our inventory changes often and select sizes and colors may sell out.
  • Need help with an exchange? Contact our Customer Care team