At onsrun, we want you to love what you ordered—and we understand that sometimes things don’t work out. If you need to return or exchange an item, we’re here to help make the process as smooth as possible.
If you’d like to start a return or exchange, please reach out to our Customer Experience Team:
📧 support@onsrun.com
📞 (518) 870-8550
We’ll guide you through the next steps and issue you a Return ID number or a prepaid return label (when applicable).
Our Return Guidelines
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Items must be unused, unwashed, and in brand-new condition
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All returns must be initiated within 30 days of the original purchase date
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Returns made after 30 days but within 60 days may qualify for store credit only
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Original shipping fees are non-refundable
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Returns beyond 60 days will not be accepted
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Refunds are issued to the original method of payment
How to Package Your Return
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Please return items in their original packaging, including tags, inserts, and accessories
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Shoes must be returned in their original, undamaged box, and that box must be shipped inside an outer bag or box (not the shoe box itself)
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If you are missing your original packaging, please contact us before shipping your item back
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Items returned with damaged packaging may incur a restocking fee or be refused
Important: We cannot accept items that show visible signs of wear such as scuffed soles, stains, pet hair, or odors. Worn or damaged items will be returned to you, and a $9.95 re-shipping fee will apply.
Return Shipping & Eligibility
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If your order included FREE RETURNS, you will receive a prepaid return label
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If your item is defective or incorrect, we will cover the return cost—please notify us as soon as possible
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For general returns, the customer is responsible for shipping the product back
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We recommend using a trackable shipping service and insuring your return in case of loss or damage during transit
Free return shipping is not available for orders shipped to Alaska, Hawaii, U.S. territories, APO/FPO addresses, or international destinations.
Cancellations & Order Changes
We process orders quickly so you can get your gear faster. If you need to cancel or adjust an order, please call us immediately at (518) 870-8550. While we can’t guarantee changes after checkout, we’ll do everything we can to help.
Need Assistance?
We’re here Monday through Friday, 9:00 AM to 5:30 PM (EST), and Saturday 10:00 AM to 4:00 PM. Feel free to contact us with any questions or concerns. Your satisfaction means everything to us.
Thank you for choosing onsrun. We appreciate your support and look forward to helping you find the perfect fit!