Welcome to On Running Store’s FAQ section. We’ve compiled answers to the most common questions about our products, shipping, payments, and more. If you don’t find what you’re looking for, our customer service team is always ready to help at [email protected].
About Our Products
What types of running shoes do you offer?
We specialize in performance running footwear including:
- Road Running Shoes (for pavement and treadmill)
- Trail Running Shoes (for off-road terrain)
- Lifestyle Sneakers (for casual wear with running technology)
- Hiking Shoes (for trail enthusiasts)
Do you offer apparel and accessories for runners?
Yes! Our complete running collection includes:
- Technical running clothing for men and women
- Performance headwear
- Specialized running socks
- Other running accessories
How do I choose the right running shoe?
Consider your running style and surface:
- Road Running Shoes: For pavement, treadmills, and track running
- Trail Running Shoes: For off-road with rugged soles and stability
- Lifestyle Sneakers: For casual wear with running shoe comfort
Ordering & Shipping
Where do you ship?
We ship worldwide to most locations (excluding select remote areas in Asia and other locations). During checkout, our system will automatically verify if we can deliver to your address. If you’re unsure about your location, please contact us at [email protected] before ordering.
What are my shipping options?
We offer two shipping methods:
- Standard Shipping: $12.95 via DHL or FedEx (10-15 business days after dispatch)
- Free Shipping: For orders over $50 via EMS (15-25 business days after dispatch)
How can I track my order?
Once your order is dispatched, you’ll receive an email with tracking information. You can follow your package’s journey just like you track your running metrics! If you have any issues with tracking, contact our customer service team.
Do I need to pay customs or import fees?
For international orders, all applicable duties and taxes will be calculated and displayed at checkout for complete transparency. There are no hidden fees – what you see at checkout is what you’ll pay.
Payments
What payment methods do you accept?
We accept:
- Visa
- MasterCard
- JCB
- PayPal
Is my payment information secure?
Absolutely. We use industry-standard encryption to protect all payment information. We don’t store your full payment details on our servers.
Returns & Exchanges
What is your return policy?
We offer returns within 15 days of receipt if the product doesn’t meet your expectations. Items must be in original condition with tags attached. We believe every runner deserves equipment that performs as hard as they do!
How do I initiate a return?
Please contact our customer service team at [email protected] with your order number and reason for return. We’ll guide you through the simple return process.
Who pays for return shipping?
Customers are responsible for return shipping costs unless the return is due to our error (wrong item shipped or defective product). We recommend using a trackable shipping method.
Account & Customer Service
How do I contact customer service?
Our team of fellow runners is ready to help! Email us at [email protected]. We typically respond within 24 hours.
What are your business hours?
Our customer service team is available Monday-Friday, 9am-5pm CST. Emails received outside these hours will be answered the next business day.
Where is your company located?
Our headquarters is located at 389 Jones Street, Dallas, US 75212. While we’re based in Dallas, our passion for running knows no borders, and we ship worldwide (excluding select remote areas).
Your next personal best starts with the right gear. Happy running from the On Running Store team!