FAQs

Returns Made Simple

Start your return here,

Have your order number and the email address used at checkout ready.

30-Day Guarantee

We stand behind everything we make. You have 30 days from delivery to decide if your order’s right for you. If not, you can return it for a full refund or exchange.

Here’s how it works

• Refunds: Return within 30 days of delivery (domestic + international).

• Store credit: Return within 60 days of delivery (domestic + international).

• Exchanges: Return within 60 days (domestic only). International orders aren’t eligible for exchanges.

• Domestic orders: Your first return is free. Additional returns include a $5 processing fee deducted from your refund.

• International orders: Returns only. You’ll cover return shipping. There’s no processing fee.

Return Process

1. Start your return using the link above.

2. Once we receive your item, we’ll inspect it within a few business days.

3. You’ll get a confirmation email when your return is complete. Refunds take up to 10 business days to process.

Note: Outbound shipping fees are non-refundable.

For help with damaged or incorrect items, contact us at [email protected]

Once we receive your return, here’s when you can expect your money back.

Reasons for Refunds

• Returns
• Warranty

Refund timing

• Refunds are issued to your original payment method within 10 business days of your return arriving at our warehouse.
• Want it faster? You can choose a non-expiring store credit instead.

Note: outbound shipping fees are non-refundable.

Shop Pay

If you used Shop Pay, the refunded amount will return to your original payment method within 3-10 business days, and your balance will be updated. 

• If a refund is less than the balance, it might not lower your next payment. Instead, you can expect fewer payments, a smaller final payment, or both.
• If your refund is more than your purchase balance, the difference will be returned to your original payment method within 3–10 business days.

Please note that if you refund an order with existing monthly payments, the paid interest is non-refundable. For more information, please visit Shop Pay’s Help Center here. 

Still have questions? Our team is here to help at [email protected]. 

We understand plans change. If you need a different size, color, or style, exchanges are simple.

Eligibility

• Exchanges are accepted within 60 days of delivery.
• Available for U.S. orders only.
• International orders are not eligible for exchanges.

How to exchange

1. Find your order number (confirmation email or packing slip). 
2. Start your exchange here. 
   • Domestic orders – Exchanges are free.
   • International orders – Exchanges aren’t available. Please request a return instead.
3. Once we receive your item, we’ll inspect it to make sure it meets eligibility requirements.
4. You’ll get a confirmation email once your exchange has been processed.

Note: We cannot process exchanges to a different address. If you’d like to ship to a new address, please return your item and place a new order.

Still need help? Reach us at [email protected].

If you place a pre-order, here’s what to expect:

• Standalone orders – If your order only contains a pre-order item, it will ship once that item is ready.
• Mixed orders – If you order a pre-order item along with available items, they’ll ship separately.
• Tracking emails – You’ll receive a separate tracking email for each shipment.
• Ship date – The expected ship date is shown at checkout when you add the pre-order item to your cart.
• Expedited shipping – Selecting an expedited shipping method won’t make your pre-order ship earlier. It just ensures that once your order is ready, it will be sent with the faster shipping service you selected.

Still have questions? Reach us anytime at

 [email protected].

Here’s a breakdown of U.S. shipping costs and delivery times.

Contiguous U.S. Shipping

• Free Standard Shipping – Orders over $150 ship free.
• Standard Shipping – $10, delivered in 2–5 business days.
• Expedited Shipping – $30, delivered in 2 business days. 

U.S. Territory Shipping

• Standard Shipping – $15, delivered in 5–9 business days.

Processing Time

• Orders are processed within 1–2 business days
• Please allow 24–48 hours after receiving your shipping confirmation email for carrier tracking to update

Note: delivery times may vary depending on location, weather, or carrier delays.

Still have questions? Reach us at [email protected].

We ship worldwide with DHL. All duties, brokerage, and other relevant fees are automatically applied at checkout. 

International shipping

• Costs vary depending on order size and destination.
• For international orders, DHL eCommerce Parcel Direct is a DHL service that will sometimes utilize local post for final delivery. DHL Express Worldwide is handled by DHL end-to-end.

APO/FPO

• Standard Shipping only – $10, delivered in 5–9 business days.

P.O. boxes & U.S. Territories

• Standard Shipping only – $15, delivered in 5–9 business days.

If you have any questions or concerns about your shipment, please contact our customer service team at [email protected].

Most orders ship within 1–2 business days (Monday–Friday).

Orders placed on weekends or holidays begin processing the next business day.

• You’ll receive a confirmation email once your order is placed
• Once your order ships, you’ll get a separate email with tracking
• Tracking may take 24–48 hours to update after the shipping email

Important

• Expedited shipping refers to transit time after your order ships (2 business days)
• Processing time still applies before shipment
• Please double-check your shipping address before placing an order. We’re unable to make changes once it’s submitted

Still have questions? Our team is here to help at [email protected].

Pre-orders secure your item in advance. Here’s how they work:

Payment

• Your selected payment method is charged at checkout.
• Accepted methods: Visa, Mastercard, American Express, Discover, Apple Pay, Google Pay, Shop Pay.

Shipping & Delivery

• The estimated ship date is shown at checkout.
• If your order includes both pre-order and in-stock items, they’ll ship separately.
• If there are any delays, we’ll notify you right away.
• Choosing Expedited Shipping doesn’t speed up the pre-order release date — it only means that once your item is ready to ship, it will be sent with expedited delivery

Order changes

• You can update or cancel your order up to 2 business days before the expected ship date.
• Once an order has shipped, no changes can be made.

Returns & exchanges

• Pre-order items can be returned once you receive them. See our full return policy [here].
• Exchanges are subject to item availability.

Warranty

• Our standard warranty applies to pre-order items. Review it [here].

Still have questions? Our team is here to help at [email protected]. 

The Move Trainer fits true to size. If you are in between sizes, we recommend sizing down

Footwear Sizing Chart 

If your item arrives damaged or develops a defect with normal use, we’ll make it right.

How to file a claim

1. Take clear photos of the damaged item.
2. Email [email protected] with:
   • Your order number
   • A description of the issue (rips, tears, separation, etc.)
   • Photos of the damage

Timing

• For items damaged in shipping, reach out as soon as you receive your order.
• For quality issues that appear with wear, our warranty covers you for 6 months. Review the full warranty policy here.

For more information or to initiate a claim, please contact our customer service team at [email protected]. 

Orders are processed quickly, so once confirmed, they generally cannot be changed or canceled.

Exceptions

• Pre-orders may be canceled up to 2 business days before the estimated ship date. See our full Pre-Order Policy here. 

• If we’re unable to fulfill your order due to inventory updates, address issues, or other unforeseen circumstances, we’ll notify you and provide an alternative solution.

If your order has already shipped, you can start a return once it’s delivered. Review our full return policy here. 

Still have questions? Contact us at [email protected].

We offer a 15% discount for U.S. healthcare workers, first responders, military personnel, and teachers.

Eligibility is verified through SheerID. At checkout, click the SheerID link to confirm your status. Once verified, the discount will be automatically applied.

We stand behind the quality of our products. This warranty covers defects in materials or workmanship under normal use:

Coverage

• Apparel: 6 months against manufacturing defects
• Footwear: 6 months against manufacturing defects

Exclusions
This warranty does not cover:

• Normal wear and tear
• Misuse or improper care/storage
• Alterations or modifications

How to Submit a Claim

Email [email protected] within the warranty period and include:

• Your order number
• A detailed description of the issue
• Photos of the defect

Our team will review your claim and, depending on the damage and item availability, provide a solution.

For more details or to begin a claim, contact us at [email protected].

Yes. We’ve partnered with TrueMed so you can use your FSA or HSA card directly at checkout.

Select TrueMed as your payment option and continue as a guest to complete your purchase.

Currently, only the Move Trainer is eligible for FSA/HSA spending. Apparel and accessories are not included.

If your cart includes both FSA/HSA-eligible and ineligible products, you’ll be able to use two payment methods at checkout — one through TrueMed for the Move Trainer, and another for the rest of your order.

You may need to submit an itemized receipt or an Explanation of Benefits (EOB) to your plan administrator. We can provide an itemized receipt upon request, but we’re not able to issue an EOB or any medical documentation.

For documentation questions, reach out to TrueMed at [email protected].

If your claim was denied, email [email protected] with your details. TrueMed’s team will review your case and help you appeal the denial. In rare cases where it can’t be resolved, they’ll refund the amount you would have saved so you’re made whole.

If your payment didn’t process as expected when splitting between cards, contact [email protected] and their team will help correct it.

Some FSA/HSA cards have restrictions for brands outside major retailers. If your card doesn’t process, you can complete your purchase using a personal credit card through TrueMed.

TrueMed will provide instructions to help you submit for reimbursement through your FSA/HSA provider after purchase. All reimbursements are managed directly by TrueMed and your plan administrator.