Refund Policy

Returns

All return requests must be submitted within 30 days of receiving your order and approved by our customer support team before the item is sent back.

To request a return, please contact support@TrueStrideShoes.com with your order number and the reason for your request. Our team will provide return instructions and the correct return address.

To be eligible for a return, items must be unworn, unused, in the same condition as received, and in their original packaging.

For returns that are not caused by an error on our part, including a change of mind or an incorrect size selected by the customer, the customer is responsible for both the original outbound shipping cost and the return shipping cost. The original outbound shipping cost will be deducted from the refund where applicable. Any applicable shipping charges or deductions will be explained before the return is approved.

Please include your full name and order number inside the parcel and retain your proof of return shipment.

Refunds will only be processed after we receive the returned item, inspect it, and confirm that it meets our return requirements. Sending an item back does not automatically qualify it for a refund.

If the item is defective, damaged, or incorrect due to an error on our part, please contact us so that we can review the issue and arrange an appropriate resolution.

Exchanges

To request an exchange, please contact support@TrueStrideShoes.com within 30 days of receiving your order and include “EXCHANGE” in the email subject line.

All exchanges require prior approval and are subject to stock availability. Returned items must be unworn, unused, and in their original packaging.

For exchanges that are not caused by an error on our part, the customer is responsible for the applicable return shipping and replacement shipping costs. Our team will explain these costs before approving the exchange.

Once we receive and inspect the returned item, we will confirm whether the exchange is approved and provide the next steps.

Refunds

We will notify you once we have received and inspected your returned item and let you know whether your refund has been approved.

For approved returns that are not caused by an error on our part, the refund will cover the eligible item amount, less any applicable original outbound shipping cost disclosed during the return approval process. Return shipping costs are the customer’s responsibility and are not refundable.

Approved refunds will be issued to the original payment method. After the refund is processed, funds usually appear within 3–5 business days, although your bank or payment provider may take longer.

For assistance, please contact support@TrueStrideShoes.com.