We want you to be happy with your purchase from Runners Den so we will gladly provide a full refund of the original purchase price of any unused item that meets the criteria for a return.
Please note that all sale items are final sale and as such, are not eligible for return. We will exchange sizes where possible but please note that the customer is responsible for shipping charges.
Note that we are not permitted to put some items on sale as per Minimum Advertised Price (MAP) agreements with relevant suppliers. When we advertise store-wide sales*, said items are always excluded which is why we add the * saying some exclusions apply. While we would love to mark down those items on occasion for you, we need to stay true to our word with both customers and suppliers.
Sale price protection - please note that if an item is marked down within 14 days of your purchase you may request a store credit for the difference. Must be claimed while the sale price is still applicable.
You have a full 14 days to return any items purchased online that don't meet your needs. Simply return qualifying items to us within 14 days of receiving your order for a refund.
When we receive the items back you will be refunded the original purchase price of your item(s). The refund will be applied to the method of payment you used when you ordered. Original shipping costs will not be refunded.
If your return affects the original order total in such a way that it no longer qualifies for free shipping, or meets the requirements of any coupons or special offers you used, you will be charged accordingly after your refund is processed.
RETURNING ITEMS PURCHASED ONLINE:
If you would prefer to return your item in person, or to try on another size for an exchange you may do so at our store located at 860 King St. W Hamilton. Please bring your original invoice that was sent with your order and the credit card you used online for all in-store returns.
RETURNING ITEMS PURCHASED IN-STORE.
- You may return an item purchased in-store within 14 days of purchase, provided that item meets the Conditions for Returns below.
- Returns must be accompanied by the original receipt.
- The original method of payment must be present to receive a refund, otherwise a store credit will be issued.
- If you require more time, we understand life gets busy! Please contact the store you made your purchase at to request an extension of the returns period.
CONDITIONS FOR RETURN
All products being returned must be in new condition and include any retail packaging, tags, manuals, or other included items to qualify for a refund or exchange. Product packaging, tags, manuals must be intact and in sellable-as-new condition. Below are some specific restrictions and guidelines for a few of the larger product groups.
You are welcome to try out shoes on clean indoor surfaces or a treadmill to get a feel for them in use. Shoes must be in new condition with no wear evident on the soles, interior, uppers, or track spike pins. To qualify for return, shoes must be accompanied by the original box and any packaging included.
All clothing items must be in new condition, unwashed, complete with any original hang tags attached. For sanitary reasons, men's and women's underwear bottoms and bathing suits are NOT returnable.
For safety and health reasons, food items including Gels, Bars, Drinks, and Supplements cannot be returned.
If you have a product that you wish to return that does not meet one or more of these criteria, do not send it back to us. Note that all Sale items are final sale. Please call and discuss your needs at 905-975-5665
Warranties range considerably from product to product. If you have a problem with something you purchased from us, and think it might be covered by a warranty or if you're not satisfied with it, please get in touch with us. We can explain specific warranties to you and help you return your product should a defect be present. If you're not satisfied with something, we'll be happy to discuss your situation and try and find an appropriate solution to the problem you're having. If your item is covered by a warranty we will authorize your return and provide instructions for returning it. Please note that if you return a product that does not meet the conditions for a normal return before discussing it with us, your item will be refused and returned to you at your cost.
If you would like to return a product that meets the returns criteria detailed above, please send an email to firstname.lastname@example.org with your original order number, item being returned, and reason for return. We can provide a Pre-Paid return label for you to make the process easier. As of now we can offer a flat rate for return of $12 that can be taken off the original purchase price when the refund is made. ( working on free returns, just not there yet, sorry)
Follow these instructions when you receive your Pre-Paid return label:
- Print Return Shipping label you receive using the highest quality ink setting possible
- Securely package all returns so there is no damage possible to products and product packaging
- Do not apply tape or labels directly to shoe boxes or product packaging or a damage fee may be assessed.
- Affix the printed label to the package, and make sure the barcode can be easily scanned.
- Record your tracking number for future reference
- Drop it off at your nearest Post Office
- There is a limit of one Pre-Paid shipping label for each shipment you received.
TO OUR AMERICAN CUSTOMERS
If your order was originally shipped to an address outside of Canada, we are not able to provide you with a Pre-Paid label for your return. If you do wish to return an item please contact us for approval and we will provide you with further instructions for your return. Please remember to write "Canadian Goods Returning" on your package or waybill. If you do not, you may be assessed additional fees if we are charged duties, taxes or brokerage on your return.
Please Contact email@example.com for approval of all returns. Any returns sent to us without prior approval will be returned to the customer at their expense. Remember to quote your original order# in the email. Thank you!
Submitting an order to Runnersden.com does not constitute acceptance of the items, details, or conditions of your order. Your order will be reviewed and you will be notified via email if anything has changed or been incorrectly stated in your order confirmation. You may cancel your order at anytime (up until your order has been processed for shipping), if you no longer wish to purchase those items by sending an email or calling customer service.
If you have placed an order for multiple items and some are in stock and some sold out, we will hold the in stock items for you for a period of 5 days without hearing from you. After 5 days, the in stock items will be released back into inventory for other customers to purchase. You will be notified via email if some of your items are not in stock even though they may have been listed as "in stock" when you submitted your order.
REVISIONS AND ERRATA
The product, store, and event information appearing on Runner's Den website could include technical, pricing, date, typographical, or photographic errors. We do not warrant that any of the information on our website is accurate, or complete, although every effort is made to ensure maximum accuracy. Information displayed on our site may change at our discretion and Runner's Den reserves the right to may make changes to the information contained on its website at any time without notice.
The stock status of an item as displayed on Runnersden.com or your order confirmation is subject to review and confirmation. We cannot guarantee that an item listed as "in stock" will be available to ship, due to inventory discrepancies, delay in website update, or other technical errors. We make every effort to present as stock status information as accurately as we can, and you will notified if any an item is out of stock via email. Items listed as not in stock or sold out, Can be ordered from our supplier at your request and could take 1-2 weeks. if the supplier has inventory.
We reserve the right to make changes to this policy at our sole discretion and without any prior notice or liability to you or any other party. New versions of this policy will be posted on our website.