New Balance Returns

How to Return or Exchange an Item at New Balance

New Balance is one of the leading athletic sneaker brands in the United States. Customers can purchase New Balance shoes at many offline retailers, but items from New Balance are also available at dedicated store fronts and online. Customer service policies will likely differ for online and offline purchases.

Returning an Item

Returning an item in a New Balance store: If you purchased merchandise at a New Balance store, take the merchandise back within 30 days of your purchase with the receipt to receive a refund. If the item has been worn, the store reserves the right to refuse the refund. Your money will be refunded using the method of payment. For instance, if you paid in cash, you’ll receive a cash refund. If you do not have a receipt, the store may give you store credit for an approved return at the store’s discretion. You can use the Store Locator at to find a store near you.

Return an item online: Your New Balance purchase was sent with a packing slip. The packing slip is used to process your return. There is a prepaid shipping label printed on the packing slip. If you do not have the packing slip, visit the FREE label page at to print off a new label. You will be required to enter the order number to print the label.

Defective items are accepted at any time for a refund, but the defective must be caused by a manufacturer error.

New Balance

Official New Balance Return Policy

The official return and refund statement by New Balance claims customers deserve to be 100-percent happy with their purchase. All items can be returned within 30 days of purchase for a full refund. There is no mention of whether the shipping and handling charged on the original order will be refunded, but we did notice that New Balance offers free shipping on all orders, so there may be no shipping to refund.

If your item is defective, contact the customer service department at 1-800-595-9138 before sending your item back for a refund.

Were They Helpful?

We called customer service at 1-800-595-9138. The call was answered by an automated system. We were immediately placed on hold without having to press any buttons or speak any commands into the phone. Music played in the background and the call was occasionally interrupted with a short automated message. The total hold time was more than five minutes before the agent finally answered the call. We asked for the returns address and the agent quickly told use the address without further question.

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