New Balance Return Policy

New Balance Return Policy 2024 | Tips & Tricks Explained

New Balance is a premium sports gear seller offering athletic shoes, clothing, and equipment. If you’re not satisfied with your purchase, they offer a return policy to help you get a refund. This article provides guidance on the process of an easy return/exchange with New Balance, outlining the specifics of the return and exchange procedures.

New Balance offers a 45-day return period, requiring the item to be kept for this period. If the item is not what you are looking for, you can return it with the receipt for a full refund. New Balance’s return policy is only applicable if the product is returned in its original condition.


Details of New Balance Returns

WebsiteNew Balance
Return Period45 days
Return MethodsIn-store and Online
Refund PolicyOriginal Payment Method
eGift card
Refund Period10 days
Gift Card OptionseGift Card
Physical Gift Card
Exchange Policy45 days of purchase
Order Cancellation PolicyWithin one hour
Customer Service Email[email protected]

Methods of New Balance Return Policy

You have the option to return your purchase to a store or ship it back to their warehouse. In-store purchases can be returned to the store, while online orders from can be returned to New Balance stores, Factory stores, or by mail.

New Balance In store Return Policy

New Balance offers the option for customers to return purchased items to local retail or factory stores. To return items to a shop, you must provide your packing slip, sales receipt, or purchase confirmation email. Utilize the company’s store locator to locate nearby stores by filtering your search by retailer, store category, or area. Please present your packing slip or confirmation email at the store. In-store returns are processed immediately.

New Balance stores only allow returns on items purchased there. Certain store policies will be implemented in that situation.

New Balance Online Return Policy

If the store is not near your residence, you can return your online purchase to their facility. The instructions for returning items via shipping are as follows:

  • Please visit the New Balance Returns section.
  • The user is directed to locate their order by using the order number and shipping ZIP code.
  • Select the products you wish to return.
  • Print a free USPS label if necessary.
  • The item should be carefully packed to prevent any damage during transportation.
  • The parcel should be dropped off at the nearest USPS office.

It is crucial to exercise caution when entering the information for your return label. The return label should be properly attached. The refund will be processed within 14 days of receiving your package.

To ensure proper packaging, include a duplicate packing slip in the box, and if the slip is unavailable, submit the sales receipt or a printout of the purchase confirmation email.

New Balance Returns

Tips for Making Returns

  • Claim a pre-paid USPS return label for items returning from Alaska, Hawaii, Guam, Puerto Rico, another U.S. territory, or an APO/FPO address.
  • If your order is not received within 30 days after the UPS scan, you will be charged the original price.
  • UPS will issue a refund if your order was eligible and you chose to receive it immediately after scanning your item.

New Balance Refund Policy

New Balance refunds are processed in the same manner as your original payment method. After your return is processed and your refund is distributed, you will receive a confirmation email. New Balance does not offer refunds for shipping expenses. The refund period is 10 days, and the refund method is the original payment method, specifically an egift card.

  • Online promotions apply discounts to eligible items in your purchase. Returning a purchase will result in a forfeiture of a discount percentage.
  • The payment for returns on Gift Cards will be refunded to the original card. 
  • Refunds will be credited to an eGift Card, which can be used online or in stores if the bank account or credit card used is no longer active.
  • They will refund your refund using an eGift and issue a new eGift with the same value.

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New Balance Gift Card Policy

New Balance provides two gift options: an eGift delivered via email and a physical Gift Card sent by mail, valid on footwear, apparel, and accessories purchased at and participating stores. Their eGifts and Gifts Cards do not expire.

To check your gift card balance, click “Check balance” on the Gift Cards page. eGifts and Gift Cards can be applied to online orders, phone calls with the Customer Care Department, or at participating New Balance Stores.

New Balance Exchange Policy

The exchange is only available once your return has been accepted. The product can only be exchanged within 45 days with the same one that was returned. The New Balance return policy conditions are applicable to exchanges as well.

All return conditions apply to exchanges, and no additional fees will be required. The exchange period is 45 days and the exchange method is both in-store and online. You will not be required to pay any additional fees. To exchange a gift, contact New Balance customer service at (800) 595-9138 for assistance.

New Balance Order Cancellation Policy allows customers to cancel orders within one hour of placing an order. During this period you can easily cancel your product by just contacting the New Balance customer service department.

If your order has been shipped or out for delivery or 1 hour passed, you are unable to cancel your order. If you were unable to cancel you can easily return your product within 45 days of purchase. This article fully guides you to return your product.

New Balance Order Cancellation policy

  • No product registration required.
  • Access to Return page with order number and shipping zip code.
  • No additional cost for returns within 45 days of purchase.
  • Items must be in new condition.
  • Certain items may not be eligible for return.
  • Refunds can be obtained at any New Balance store or Factory Store.

New Balance Warranty Claim Policy

New Balance offers a 6-month limited warranty for its tennis shoes, specifically the 996, 1006/1007, Fresh Foam Lav/CT-RALLY, and UCHCOCO models. The warranty covers shoes purchased between January 1st, 2023 and December 31st, 2023, and is applicable to hard court-specific NDurance rubber outsoles. To qualify, the shoes must be completely worn within 6 months of purchase.

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The warranty does not cover uppers of these models. The warranty is valid for shoes purchased between January 1st, 2023 and December 31st, 2023, and must be worn within 6 months of purchase. If the shoes meet the warranty requirements, customers can contact the customer care team at If the shoes do not qualify for replacement, the original pair will be returned. No other warranty, express or implied, applies.

How to Return Faulty New Balance Items?

To claim a manufacturing defect on a New Balance Online product, email Customer Care at [email protected], attach images of the affected areas and your order number, and provide the soles of the shoes.

New Balance contact Details

To live chat, use the chat bubble or call 800-595-9138. The customer service hours are:

DaysCustomer Service Hours (EST)
Monday9:00 AM – 9:00 PM
Tuesday9:00 AM – 9:00 PM
Wednesday9:00 AM – 9:00 PM
Thursday9:00 AM – 9:00 PM
Friday9:00 AM – 9:00 PM
Saturday9:00 AM – 6:00 PM
Sunday9:00 AM – 6:00 PM


New Balance provides free returns to residents of Alaska, Hawaii, Guam, Puerto Rico, other U.S. territories, and APO/FPO.

The returned item must not have been used or washed and should be in good condition.

New Balance’s return policy prohibits returning shoes, face masks, underwear, and items clearly stated as non-returnable on product pages.

The company stipulates that you have 45 days to return your product to New Balance.

Return labels cannot be generated for in-store purchases, but items purchased at our stores can be returned to any New Balance or New Balance Factory Store.

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