At On Running Store, we’re committed to delivering Swiss-engineered performance gear to runners worldwide with the same precision we put into our products. Below you’ll find all the details about our shipping and hassle-free return processes.

Shipping Information

Processing Time: All orders are processed within 1-2 business days (excluding weekends and holidays).

Shipping Methods:

  • Standard Shipping: Via DHL or FedEx
    • Delivery time: 10-15 business days after shipment
    • Flat rate: $12.95
  • Free Shipping: Via EMS (for orders over $50)
    • Delivery time: 15-25 business days after shipment
    • Available for orders $50+

Note: We ship globally except to certain Asian regions and remote areas. Delivery times may vary based on destination and customs processing.

Returns & Exchanges

We stand behind every product we sell. If you’re not completely satisfied, here’s how our straightforward return process works:

Return Window: 15 days from the date you receive your order

Return Requirements:

  • Items must be unused and in original condition with all tags attached
  • Original packaging must be intact
  • Proof of purchase is required

Non-Returnable Items:

  • Running socks (unless defective)
  • Items marked as final sale
  • Personalized or customized products

How to Return an Item

Follow these simple steps:

  1. Contact us within 15 days by emailing [email protected] with:
    • Subject: “Return/Exchange Request – Order #[Your Order Number]”
    • Product details and reason for return
  2. Wait for approval – Our team will respond within 2 business days with return instructions
  3. Package items securely in original packaging
  4. Ship your return to our Dallas facility using a trackable method
  5. Receive confirmation once we process your return (typically 3-5 business days after receipt)

Refund Process

Once we receive and inspect your return:

  • Timing: Refunds processed within 5-7 business days
  • Method: Issued to your original payment method (Visa, MasterCard, JCB, or PayPal)
  • Shipping Costs: Original shipping fees are non-refundable unless the return is due to our error

Exchanges

For size or product exchanges:

  • Follow the same process as returns
  • Include a note specifying your desired replacement item
  • We’ll ship the new item once we receive your return (additional shipping charges may apply)

International Returns

For customers outside the US:

  • You are responsible for return shipping costs and any customs fees
  • Mark package as “Returned Goods” to avoid additional charges
  • Refunds issued in USD (may be subject to exchange rate fluctuations)

Damaged or Defective Items

If you receive a damaged/defective product:

  • Contact us immediately at [email protected]
  • Include photos of the issue
  • We’ll arrange a free return and expedited replacement

Return Shipping Address:
On Running Store Returns
389 Jones Street
Dallas, TX 75212
United States

Tip: Use a trackable shipping service as we cannot be responsible for items lost in transit.

Have questions? Our customer service team is ready to help at [email protected]. We’re here to keep you moving forward with confidence in your running gear.