Our Commitment to Your Active Lifestyle

At New Balance Shop, we’re dedicated to supporting your active lifestyle with premium athletic wear and footwear. We understand the importance of proper fit and performance in your athletic gear, which is why we’ve created straightforward shipping and returns processes for our global community of fitness enthusiasts.

Shipping Information

Order Processing

All orders are processed within 1-2 business days after payment confirmation. You will receive a shipping confirmation email with tracking information once your order has shipped.

Shipping Methods & Timeframes

  • Standard Shipping – $12.95
    • Carrier: DHL or FedEx
    • Delivery Time: 10-15 business days after shipping
  • Free Shipping – Available for orders over $50
    • Carrier: EMS
    • Delivery Time: 15-25 business days after shipping

International Shipping

We proudly serve customers worldwide (excluding select remote areas and parts of Asia). Please note that international customers are responsible for any customs fees, taxes, or import duties that may apply in their country.

Returns & Exchanges

We want you to be completely satisfied with your New Balance products. If you’re not happy with your purchase, we’re here to help.

Return & Exchange Timeframe

We accept returns and exchanges for most items within 15 days of your receipt of the order. This gives you ample time to ensure your New Balance products meet your quality standards and performance expectations.

Eligibility Requirements

To be eligible for a return or exchange, your item must meet the following criteria:

  • Items must be in original condition with tags attached
  • Products must be unworn, unwashed, and free from any damage
  • Original packaging must be included
  • Proof of purchase (order confirmation or invoice) must be provided

Important Note on Non-Returnable Items

For hygiene and safety reasons, the following items cannot be returned or exchanged:

  • Underwear & Nightwear (all intimate apparel)

We make exceptions only if these items arrive damaged or defective.

Step-by-Step Return Process

1Initiate Your Return Request

Contact our customer service team within 15 days of receiving your order using the template below:

Email: [email protected]

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

Email Content Template:

Dear New Balance Shop Customer Service Team,

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

Order Number: [Your Order Number]

Order Date: [Date of Order]

Product(s) to Return: [Product Name, Size, Color]

Reason for Return/Exchange: [Please specify reason – size issue, defective item, wrong item received, etc.]

Preferred Resolution: [Refund / Exchange for (specify product details)]

Contact Information: [Your Name, Email, Phone Number]

Thank you for your assistance.

Sincerely,
[Your Name]

2Receive Return Authorization

Within 24-48 hours, our team will respond with:

  • Return authorization number
  • Shipping instructions and return address
  • Any additional instructions specific to your return

3Package and Ship Your Return

Carefully package the item(s) in their original packaging with all tags attached. Include a copy of your order confirmation or the return form we provide.

Ship your return to:
New Balance Shop Returns
1908 Main Street
Tukwila, US 98168

Return Shipping Costs

Customers are responsible for return shipping costs unless the return is due to our error (wrong item shipped, defective product, etc.). We recommend using a trackable shipping service and retaining your shipping receipt.

Refund Processing

Once we receive and inspect your returned item(s):

  • Processing Time: 3-5 business days after we receive your return
  • Refund Method: Refunds will be issued to your original payment method
  • Timeline:
    • Credit Card (Visa, MasterCard, JCB): 5-10 business days to appear on your statement
    • PayPal: 3-5 business days to reflect in your account

Note: Original shipping fees are non-refundable for changed mind returns.

Exchange Process

For exchanges:

  • Follow the same return process outlined above
  • Clearly indicate the product you wish to exchange for in your request
  • We’ll ship your replacement item once we receive and process your return
  • If the exchange item costs more, you’ll need to pay the difference
  • If the exchange item costs less, we’ll refund the difference

Damaged or Defective Items

If you receive a damaged or defective item:

  • Contact us within 48 hours of delivery
  • Include photos of the damage or defect
  • We’ll arrange a free return shipping label and expedite your replacement or refund

International Returns

As we serve customers globally (excluding select remote areas and parts of Asia), please note:

  • International customers are responsible for return shipping costs and any customs fees
  • We cannot refund original international shipping costs for changed mind returns
  • Refunds will be issued in US Dollars, and currency conversion differences may apply

Need Assistance?

Our customer service team is here to help with any questions about shipping, returns, or exchanges:

Email: [email protected]

Response Time: 24-48 hours during business days (Monday-Friday)

Business Address: 1908 Main Street, Tukwila, US 98168

This Shipping & Returns Policy was last updated in January 2025 and applies to all purchases made from fashionitemsshop.com.