Returns, Exchanges, AND CLAIMS
Welcome to our Returns, Exchanges and Claims Portal where you can begin a return/exchange or file a claim relating to your shipment. Need to return or exchange an item? We accept returns and exchanges within 30 days of purchase. Please note that returns will incur a $12 return fee if you did not select "Free US Return Shipping & Package Protection" during checkout.
When returning shoes, please do not use the shoe box as the shipping box. Doing so may void your return. Instead, put the shoes in the original box and put the box inside a new package (or the packaging which came with your order.
For in store returns, you do not need to initiate a return online. Please visit us in store with your purchase.
Want to avoid paying for return shipping? Choose “Free US Return Shipping & Package Protection” coverage as you complete your purchase. When you opt-in for coverage at checkout, your return shipping label is included, allowing you to return any item(s) in your order for a refund or exchange FREE within 30 days.
Questions? Email us support@runpacers.com
Understanding Package Protection & Claims
Periodically, packages either don't make it to their intended destination or there is damage along the way. For customers who select “Free US Return Shipping & Package Protection” during checkout, you can rest assured that if your package is damaged or if it gets lost* in transit and is never marked as delivered, Pacers will refund you or send you a replacement item. If you do not select “Free US Return Shipping & Package Protection” during checkout, you may have recourse in the event of damage or loss by going directly to the carrier and filing a claim.
In the event of theft, Pacers will work with you to try and file a claim with the carrier. However, we cannot replace packages due to theft.
*PLEASE NOTE: Packages that are marked as delivered by the carrier are not considered lost even if the recipient files a claim. Theft of packages is not covered by package protection and we strongly encourage customers to be mindful of where they have items shipped to.
Return Policy
We gladly accept returns within 30 days of purchase with some conditions and exceptions:
- Apparel and accessories must have the original packaging or tags still intact and be unworn and undamaged.
- Shoes must be in their original shoe box.
- Shoes that have been worn can only be exchanged for another item or store credit.
- Orders placed with store credit can only be refunded in store credit.
- Shipping costs are non-refundable.
- If you opted for "Free US Return Shipping & Package Protection" in your order at checkout, your return shipping label cost is covered, allowing you to return any item(s) in your order for a refund or exchange FREE.
- If you decide not to buy “Free US Return Shipping & Package Protection” at checkout ,you can still return your items. Online returns require a flat $12 fee which covers shipping, handling and restocking.
- Exchanges are free. Returns can be made in store for no charge.
- Clearance items are final and cannot be returned or exchanged.
Refunds are issued to the original form of payment and are processed once items have been received by our warehouse. Payments may take a few days to show up in your credit card account.
If your item is damaged and your purchase date falls outside our standard return window, please use the returns form, note the damage, and submit the requested photos
Return FAQs
What does "Free US Return Shipping & Package Protection" Entail?
What does "Free US Return Shipping & Package Protection" Entail?
During checkout, you will have the option to add "Free US Return Shipping & Package Protection" for an additional fee. This allows you to avoid paying the return label fee of $12 if you make a return within the first 30 days. It also protects you from any damage that happens to your item during transit or a lost package. PLEASE NOTE- Theft is NOT covered by this policy. If the item has been confirmed as delivered by the carrier and goes missing it is not covered by our policy. We will do our best to work with you to file a report with the carrier.
Fees
Fees
Online returns require a flat $12 fee which covers shipping, handling and restocking if you did not select "Free US Return Shipping & Package Protection" at checkout. Exchanges are free. Returns can be made in store for no charge. Customers who purchased "Free Returns" at checkout will not owe anything for a return that is made within 30 days.
How do I start a return or exchange?
How do I start a return or exchange?
To make a return, please visit our Returns Center and simply enter the email address associated with your purchase, or your order number and shipping address zip code to initiate the return. For exchanges, follow the steps outlined above and select your new item for exchange.
Can I make a return or exchange in person?
Can I make a return or exchange in person?
If you ordered an item online, you are welcome to return or exchange at any of our retail locations. Find your nearest store here.
Is a packing slip required?
Is a packing slip required?
No packing slip is required, as long as your returned product has its original tags intact and you use the return shipping label we provide to you.
Do I need to return the product in its original packaging?
Do I need to return the product in its original packaging?
If possible, please ship your return in its original eco-friendly shipping packaging to protect it from damages during transit. If you no longer have the original shipping packaging, it’s not a problem. Please ship your return in your own packaging or materials provided by your local courier. For any products that came in a box (a watch, sunglasses, shoes ,etc) please be sure to include this packaging.
Where can I find my shipping label?
Where can I find my shipping label?
Once you initiate your return through our Returns Center, you’ll receive step-by-step instructions and a return shipping label which will also be sent to your email.
How long does it take to ship an exchange?
How long does it take to ship an exchange?
We ship exchanges immediately - even before we receive your original order.
How do I return or exchange a gift?
How do I return or exchange a gift?
Visit our Returns Center and click the ‘Returning a gift’ link below the email entry box. After entering your email address and order information, you’ll be guided through the exchange process and receive step-by-step instructions, a return shipping label, and an order confirmation for your new replacement order.
