Refund policy

 

StrideTrue Refund & Return Policy

At StrideTrue, we are committed to making sure you are 100% satisfied with your purchase. If for any reason you are not happy with your order, we are here to help. Please review the return process and policies below.

Common Return Reasons and Solutions

Arrived Late

  • If your order arrives later than the promised delivery time (21 days), you are eligible for a compensation of $8.

Defective / Manufacturing Defects / Quality Issues

  • If the product is defective or has quality issues, we will send you a replacement pair free of charge.

Doesn’t Fit Me (Wrong Size/Color Ordered)

  • You may return or exchange the product, but you are responsible for the return shipping fee.

Changed Opinion (No Longer Desired)

  • You may return or exchange the product, but you are responsible for the return shipping fee.

Wrong Item Received (Wrong or Missing Item)

  • You may return the incorrect item and we will cover the return shipping fee, or we will send you a replacement pair free of charge.

Parcel Damaged on Arrival

  • If your package arrives damaged, we will send you a replacement pair free of charge.

Incorrect Shipping Information Provided

  • Please double-check your shipping information when placing orders. If you need to update your details, contact us immediately. Incorrect or incomplete shipping details may lead to failed deliveries, and we cannot be held responsible in such cases.

Other Issues (Not Listed Above)

  • Please contact us directly with the details, and we will work with you to find a solution.

How to Return Your Order

  1. Contact Us

    • Email us at hello@stridetrue.com.within 30 days of receiving your order to request a return.

    • Include your order number and reason for return (with photos if applicable).

  2. Approval & Return Address

    • Our customer service team will confirm if your return is accepted and provide you with the correct return address.

    • Please note: Return requests will be canceled if we do not receive your response within 14 days of approval.

  3. Prepare Your Return

    • Securely pack the product(s) in the original packaging, including all accessories and inserts.

    • Products must be unused, unworn, and in their original condition.

  4. Ship the Return

    • Send the package to the return address provided and share the tracking number with our support team.

  5. Refund Process

    • Once we receive and inspect your returned item(s), we will process your refund within 5 business days using the original payment method.

Non-Returnable Items

  • Pre-ordered or made-to-order products.

  • Products that have been used, worn, or are not in original condition.

  • Clearance / final sale items (including 40%+ discount).

  • Promotional items (including BOGO offers): these can be returned, but limited to a maximum of 3 items per order.

Products Damaged on Arrival

If your product was damaged during transit:

  1. Take clear photos of the damaged item on a flat surface where both the defect and label are visible.

  2. Email the photos and a description of the issue to hello@stridetrue.com. within 5 days of receiving your order.

  3. We will send a replacement product free of charge.

  4. If a second defect occurs, you will receive a full refund.

Additional Information

  • All returns must be approved by our customer service team before shipping. Unauthorized returns will not be accepted.

  • Refunds will only be issued to the original payment method.

  • Please allow 5–10 business days for the refund to reflect in your account (depending on your bank/payment provider).

  • If you have any questions, contact us via email at hello@stridetrue.com. Our team is available Monday–Friday, 9:00 AM – 6:00 PM and will respond as quickly as possible.

Thank you for choosing StrideTrue. We truly appreciate your trust in us and are here to ensure you have a smooth and satisfying experience with our products.