Return Policy

If you aren’t completely satisfied with your purchase, we accept returns in new condition within 45 days of the shipping date (for online purchases) or purchase date (for in-store purchases) for a refund to the original form of payment. A valid receipt, order confirmation email, or packing list is required. New Balance reserves the right to refuse worn or damaged merchandise. Items that are marked non-returnable or final sale cannot be returned.

Online orders may be returned online or in-store at a New Balance. Items purchased in store or at New Balance-hosted events must be returned in store.

Online orders are subject to a $7.95 return fee for non-members that will be deducted from your refund. Members receive free returns, create an account or login to take advantage of this member benefit. All in-store returns are free.

Shipped Returns 

Please allow up to 21 days after we receive your package to process your return and refund your account. 



In-Store Returns 

Returns made in-store receive an immediate refund. Find your closest store here.  

Yes, online orders can be returned to New Balance and New Balance Factory Stores within 45 days of the purchase date for an immediate refund.  

To return to a store:

1. Find your closest store here. 
2. Bring your items and packing slip or email order confirmation to the store. No need to repack your items. 
3. Receive your refund immediately. Our store associates will take care of the rest.

Please note: Items must be in new condition, in the state you received them. Items marked “non-returnable” or “final sale” cannot be returned.  

You can return your items free of charge to any New Balance or New Balance Factory Store or ship your items back to us via a prepaid UPS return label within 45 days of the purchase date. Eligible items must be returned in new condition, in the state you received them. 

To return to a store, simply bring your items (no need to repack) and packing slip or order confirmation email. Find your closest store here. 

To ship your return back to us, start here.

We do not offer direct exchanges for online orders. Instead, start your return process here and place a new order for a replacement item. 

Select styles are available at New Balance and New Balance Factory Stores. Find your closest store to complete your return and quickly shop for a replacement item.  

If the discount you used for your original order has expired, simply contact our Customer Care team to have the discount applied to your new order. Some single-use coupons cannot be reissued or applied to additional orders. See coupon terms for details.

To receive an electronic Gift Card for the value of your return, contact our Customer Care team.  

To receive a refund to the original payment, start a return.  

Gifts can be returned in-store for a Gift Card.  

No, return labels cannot be generated for in-store purchases. Instead, items purchased at our stores can be returned to any New Balance or New Balance Factory Store.

Find your closest store here. 

No, please return the item to the original purchase location. 

If the bank account or credit card used for payment is no longer active, refunds will be credited to an eGift Card.

While we're very sorry the item returned to our warehouse was not what was intended, New Balance is not responsible for this error and does not have the ability to send the item back to you.

Multiple Box Returns

If your return won’t fit in one box:

·      Use one return label per box.

·      Create a separate return for each box by selecting only the items going into that box.

·      Do not combine items from different orders in the same box.

·      A $5 restocking fee applies to each return for non-members. No restock fees for members and membership is free.