New Balance Return Policy: A Simple Guide for Easy Returns

New Balance is known for its high-quality athletic shoes, apparel, and gear. But what happens if your purchase doesn’t quite work out? Whether your shoes don’t fit or you’ve changed your mind, New Balance offers a return policy that’s fairly shopper-friendly—if you follow the rules.

Here’s a clear and simple guide to the New Balance return policy, based entirely on their official terms.

New Balance Return Policy Overview

Returning Your Purchase

You can return most New Balance purchases within 45 days. But there are a few rules to follow to make sure your return is accepted.

What Can Be Returned?

• Items must be in new condition.
• They should be in the state you originally received them.
• Worn or damaged merchandise may be refused.
• Items marked “final sale” or “non-returnable” cannot be returned at all.

Tip: Try on shoes indoors first and keep the tags on your apparel until you’re sure you’re keeping them.

Two Easy Ways to Return

Option 1: Return to a New Balance Store

Returning in-store is the easiest and fastest way to get a refund.

Here’s how it works:

1. Bring your item(s) to any New Balance or New Balance Factory Store.
2. No need to repack! Just bring the item as-is with the packing slip or order confirmation email.
3. Get an instant refund at the store.

Bonus: All in-store returns are free.

Option 2: Ship Your Return

Don’t want to go to the store? You can ship your return too.

Here’s what to know:

• Returns are free for New Balance members.
• Non-members may be charged a $5 restocking fee.
• Refunds are processed up to 14 days after the return is received.

Steps to return by mail:

1. Visit the the return portal on their website.
2. Enter the Order Number and Shipping Zip Code to generate the prepaid label. The screenshot of the returns page shared below

3. Print a prepaid label.
4. Pack your item and ship it back.
5. Wait for your refund to process.

Can I Return Online Orders In-Store?

Yes! You can return online purchases to a New Balance store within the 45-day return window. It’s a great option if you want a faster refund or prefer talking to a person.

Can I Return In-Store Purchases by Mail?

No. If you bought your item at a physical New Balance or Factory Store, you’ll need to return it in person. Return labels are not available for in-store purchases.

Refunds: When and How You’ll Get Your Money Back

Shipped Returns

• Refunds take up to 14 days after New Balance receives your return.
• The refund will go back to your original payment method, unless the account or card is closed. In that case, you’ll receive an eGift Card instead.

In-Store Returns

• You’ll receive your refund immediately.

Exchange Policy

New Balance does not offer direct exchanges for online orders. Instead:

1. Start a return online and follow the online return steps explained above.
2. Place a new order for the replacement item.

Heads up: If you used a discount on your original order, and it’s expired, contact customer care. They may reissue the discount for your replacement order (unless it was a single-use coupon).

Returning a Gift?

You’ve got a couple of options:

• Want the money refunded to the original payment method? Start a return online.
• Want store credit for yourself? Return the gift in-store to receive a New Balance Gift Card.

Prefer to get your refund via email? Contact New Balance Customer Care to receive an eGift Card instead.

The NDurance Rubber Outsole Warranty (Special Case)

If you’re a serious tennis player, you’ll want to know about this.

Some New Balance shoes come with a 6-month outsole warranty for hard court tennis shoes.

What qualifies?

• Models: 996, 1007, CT-RALLY, UCHCOCO / WCHCOC
• The outsole must be worn through to the midsole within 6 months of purchase.
• Only applies to shoes bought in the U.S. or on newbalance.com with U.S. delivery.

What’s not covered?

• Damage to the uppers.
• Normal wear and tear not caused by tennis.
• Abuse, misuse, or damage from shipping or outside events.

How to claim:

1. Contact customer care to start your claim.
2. They’ll send you an email with return instructions.
3. Return the shoes along with a copy of that email.
4. If approved, you’ll get a coupon for replacement shoes on newbalance.com only.

This warranty is only valid for shoes purchased between Jan 1, 2024 – Dec 31, 2024.

How to Contact Them for Help

Need help with a return, a coupon issue, or a warranty claim? New Balance’s customer service is ready to help.

Hours:

• Monday–Friday: 9am–9pm EST
• Saturday–Sunday: 9am–6pm EST

Call: 800-595-9138
Live Chat: Available on the website (look for the chat bubble)
Customer Service Page

Common Questions

Pro Tips for Hassle-Free Returns

Even if you’re not a shopping pro (like me), these tips can save you time and headaches:

1. Sign up for a free New Balance account — It’ll save you $5 on returns!
2. Keep your receipts and emails handy. You’ll need them for proof.
3. Don’t wear your shoes outside until you’re sure you’ll keep them.
4. Returning a gift? Go for the eGift Card option—less hassle than tracking down the gifter.
5. Used a coupon? Save the code or contact support before it expires.

Summary

New Balance makes returns fairly simple—as long as you stick to the 45-day window and keep your items in new condition. Whether you shop in-store or online, you have good options to get your money back or exchange for the right fit.

If you ever get stuck, their support team is just a call or click away.

Please Note: Return policies can change over time. While this article aims to provide accurate information based on the policy at the time of writing, it’s always a good idea to double-check the return policy on official New Balance website for the most up-to-date return policy details. For any specific questions or situations not covered here, the official website or contacting New Balance Customer Service directly is the best resource.