Frequently Asked Questions

FAQ

Orders

Returns

Shopping

Sizing

Orders

Is my personal information safe?
Your security information is safe with us! To prevent unauthorized access, maintain data accuracy and ensure the correct use of information, we have put in place appropriate physical, electronic and managerial procedures to safeguard and secure the information we collect online.

How do I claim a manufacturer's warranty?
Not every manufacturer offers warranties. If the product does have a warranty, you will find that information listed on our website alongside its features and price.

If your product is simply defective, please contact our customer relations team via email or at 636-680-8059 (M - F 9AM - 5PM CT). We can determine if the item is covered under the manufacturer's warranty and get your return squared away.

What happens if I purchase an item on backorder?
If an item is on backorder, you have a couple of options. Orders are filled in the order they are received. If you would like to hold a place in line, don't make any changes to your order. The moment your backordered item becomes available, we will ship it out via UPS Ground at no additional charge.

Don't feel like waiting? We'll help you replace the backordered item with a similar in-stock item. You can also remove the backordered item from your order for a full refund. This will not affect any other in-stock items on your order; those items will ship immediately.

Do you ship internationally?
At this time, we can't ship outside of the states. It's unfortunate, but U.S. Customs and many of our manufacturers place restrictions on products shipped outside of the United States. We apologize for the inconvenience.

Do you ship to APO/FPO-based addresses?
Yes we do! Army Post Offices (APO) and Fleet Post Offices (FPO) make it possible for our servicemen and women to receive packages.

Are you sending a gift? Make sure to include the service member's grade, full name (including middle name or initial) and Personnel Service Center (PSC) number, unit number or ship name. Don't forget to replace the city name with APO or FPO, and the state with Armed Forces Americas (AA), Armed Forces of Europe (AE) or Armed Forces Pacific (AP). Also, be sure to use the special zip code that the recipient can supply.

Allow six weeks for delivery. All orders sent to APO/FPO-based address must be delivered by the United States Postal System (USPS). Please remember that the USPS does not ship items containing Lithium batteries overseas.

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Returns

The product I ordered didn't work out. How do I return an item?
We want you to love the shoes and gear you buy. And if you don't? Return it within 90 days of delivery. No questions asked. Please Note: All clearance sales are final. We cannot accept returns on clearance or special order items.

It's easy to get started. Just contact our customer relations team via email or at 636-680-8059 (M - F 9AM - 5PM CT). For full details on packaging and shipping your return, please check out our Return Policy page.

How do I exchange an item?
Sometimes things just don't work out. Good thing we make it simple to exchange an item!

You'll return the original item, and place a new order. Our friendly customer relations team will happily walk you through this process. You can contact a representative via email or at 636-680-8059 (M - F 9AM - 5PM CT). Please Note: All clearance items are final sale. Any clearance or special order products cannot be returned or exchanged.

The new order will ship immediately. Once we have received and processed the return, we will issue the credit. Check out our Return Policy page for more information on packaging and shipping details.

Can I return a clearance item?
Unfortunately, returns on clearance items are not accepted. We do not accept returns on any items from the clearance section of our site. Please keep that in mind as you browse some truly awesome deals.

Can I return a special order item?
If you requested a special order, that means the item was tailored just for you. Therefore we cannot accept returns on these items. We're sorry for any inconvenience.

My order arrived, but the product is defective. What can I do?
Let us know! If your product is defective, please contact our customer relations team via email or at 636-680-8059 (M - F 9AM - 5PM CT). We can determine if the item is covered under the manufacturer's warranty and get your return processed.

If I return an item, will I be charged a restocking fee?
Nope! We never charge restocking fees on retail orders.

Shopping

What's the difference between a neutral shoe and a cushioning shoe?
Nothing, nada, nunka, zip, zero, zilch. They mean the same thing. We prefer the word "neutral" because "cushioning" is misleading as it implies that other shoe types are hard. Usually that is not the case.

What's the difference between a trail shoe and a regular running shoe?
A trail shoe will have a more meaty, aggressive outsole for better traction and a more defensive midsole to protect from stone bruises. Most trail shoes are water resistant and have a more protective toe upper. They will be a darker color to hide mud stains. The more hardcore trail shoes have a lower heel height to help prevent turning ankles on rough terrain.

What makes a shoe minimalist, natural or barefoot?
A barefoot shoe is defined by its drop. The drop is the difference between the heel height and the forefoot height. The lower the drop, the easier it is to land on your midfoot. Traditional running shoes feature a 12 mm drop. Minimalist running shoes feature a drop between 8 mm to 1 mm. Barefoot shoes have a zero drop or 0 mm heel-to-toe offset.

Natural or natural running is another way to describe a barefoot or minimalist shoe. It simply means that the shoe was built for midfoot or forefoot striking. Some recommend this as the most efficient way to run. Natural running shoes can require a slow break-in period. We believe you should listen to your feet and body and only run in the type of shoes that make you feel the best.

How much support do I need?
In order to determine how much support you need in your running shoes, first you need to understand the shape and biomechanics of your foot. Do you have high, medium or low arches? Does your foot overpronate while you run? Answering these questions will help you choose the correct shoe.

Unfortunately this will not help when it comes to morale support. If you're in desperate need for some of that, feel free to reach out to our customer relations team via email or at 636-680-8059 (M - F 9AM - 5PM CT). We'll be happy to cheer you on!

How do I determine my arch type?
To figure out your arch type, try the wet test. Dip your foot in water, and step on a surface that will reveal your footprint.

  • No inward curving in the footprint indicates a flat arch. This means you might need shoes for moderate to severe overpronation.
  • A slight curve in your footprint is evidence of a medium arch. We suggest neutral or light stability shoes with mild or moderate pronation control.
  • A pronounced curve in the footprint means you have high arches. Your foot will most likely feel the best in a neutral running shoe.

How do I know if I overpronate?
If you have low to no arches, there's a good chance you overpronate. Don't cry! This can be easily corrected with the proper running shoe. You can determine the severity of your pronation by having your gait professionally analyzed. If you're already a runner, you can also tell by looking at the bottom of your shoes.

  • Extreme amount of wear on the inside of your shoe means you are definitely an overpronator.
  • Mild wear on the inside of your shoe means you might require a little stability in your next running shoe.
  • No wear means you have neutral pronation and should be wearing neutral shoes with little to no pronation control.
  • Extreme wear on the outside edge of your shoe means you are a supinator. Only a small percent of the population actually supinates! We recommend neutral running shoes for most supinators.

Should I wear a racing flat?
If shaving off 4 seconds a mile is important... go for it! Please understand there is a risk involved, especially as the distance of the race increases. Racing flats do not provide the same amount of support and cushioning. That means an increased chance of injury. For a safer option, try a lightweight training shoe. Many experienced racers go this route, particularly for half- and full-marathon distances.

Does it matter how my foot strikes?
If you are wearing a barefoot or minimalist shoe, then YES! Natural running shoes are built for forefoot and midfoot striking. If you run in this type of shoe and strike with your heel, your chance of injury is higher. Shoes with a traditional heel-to-toe drop of 12 mm are best suited for heel strikers.

Do cross trainers make good running shoes?
No, no, no, no, no! Running shoes are for running, and cross trainers are for crossing the street or something. Seriously. Cross trainers are great for aerobics, weight training or everyday use. Please use running shoes for running. Your body will thank you.

How often should I replace my running shoes?
Most people need to change out their running shoes every 350 to 500 miles. Others might only get a mere 250 miles or as much as a mighty 800 miles out of a pair. The variables include:

  • The weight of the runner. The larger runner puts more demands on the shoe
  • Shoe type. Generally the more stable the shoe, the longer it will last.
  • Running terrain. Trails are easier on shoes than asphalt or concrete.
  • The mysterious X factor. It's based on foot strike. Some runners are just tougher on their shoes than others.

All runners should listen to their bodies. If pains begin to occur in your daily training shoe, the culprit is likely worn-out shoes. Experienced runners can often tell when the shoe is ready to be switched out by the "feel" of the shoe. It is a good idea to maintain a training log to keep track of the miles on each pair of shoes. An accurate training log can assist you in switching out shoes before the aches and pains start. You don't want it to become a full-blown injury!

What does the "new" designation mean?
We place a "new" designation to alert customers to products that are new to the market. This designation remains on new products for 60 days.

How is the "new" designation different from the "new color" designation?
The "new" designation denotes new-to-market products, while the new color" designation shows up when an already-available product is available in a new color.

How do pre-orders work?
Products set to arrive in 30 days or less receive a "pre-order" designation. Pre-orders exist so you can hold your place in line for the newest, hottest items. You'll be one of the first to receive it! We ship pre-order items as soon as it's humanly possible. When it does ship, we'll notify you via email. If there are additional items on your order that are in stock, they will ship within the next 1-2 business days.

What does the "preview" designation mean?
Items that feature the "preview" designation are recently announced products that are not yet available for purchase. When the manufacturer gives us a firm release date on preview products, we will list that date on the product detail page. Preview products can be pre-ordered within 30 days of its expected arrival date.

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Sizing

Is there a difference between the sizing of a street shoe and a running shoe?
Yes. Running shoes tend to be a half size to a full size smaller than a street shoe.

What does drop, offset and stack height mean?
Drop and offset essentially mean the same thing. It's the difference between the heel height and the forefoot height of the shoe. The heel height and forefoot height are stack heights. Stack heights are the measurement of how much material is between your foot and the ground.

Do any products run larger/wider or smaller/narrower than usual?
If we find a product does not fit true to size, we will place a prominent disclaimer on the product page. The disclaimer is based on feedback from customers and suppliers. However, this disclaimer is merely a suggestion—it is important to remember that sizing varies from person to person.

My heel slips. Is there anything I can do?
Lacing to the highest eyelet oftentimes resolves slipping issues. If not, a lacing trick called the runner's loop generally eliminates the problem.

To create the runner's loop, unlace your shoes down to the second or third eyelet from the top. Insert the end of the lace into the very top eyelet on the same side. Then use the the loop you just produced as the eyelet for the lace on the other side of the shoe. Tighten for higher lacing on the instep with better leverage. This results in a snugger heel fit. Seriously!

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