Return & Refund Policy
90-Day Satisfaction Guarantee
FITPACE is committed to ensuring your complete satisfaction with our products. Our return policy offers a 90-day satisfaction guarantee, allowing for returns within:
- 60 days for a full refund: Products must be returned in the same condition they were received—unworn or unused, with tags, and in their original packaging, along with a receipt or proof of purchase.
- 90 days for an exchange or store credit: Continue to enjoy our products by exchanging them or obtaining store credit within this extended timeframe.
Return Process
At FITPACE, we aim to make your return or exchange process as straightforward and satisfying as possible. We use Loop Returns, a platform that streamlines the steps needed to submit a return, generate a shipping label, and process your return efficiently.
Step 1: Submitting a Return
To initiate a return, simply visit our Returns Portal here and enter your order information. You can then select the outcome you desire for each item: a refund, an exchange, or store credit.
Step 2: Shipping Label Generation
Once your return request is submitted, a shipping label will be automatically generated. You can print this label or, for added convenience, use a QR code provided by carriers like FedEx to drop off your package without needing a physical label.
Step 3: Processing the Return
Depending on your chosen outcome:
- Refund: You’ll receive a refund to your original payment method, and your order will be updated with the return details.
- Exchange: A new order will be created for the exchanged item, and you will receive an order confirmation email to your inbox.
- Store Credit: You’ll receive store credit in the form of a Shopify gift card.
You can always contact us for any return question at help@fitpace.com.
Notifications
Immediately after you submit your return request or exchange, you will receive an email confirmation detailing your submitted request and the next steps.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Non-returnable items
The following items cannot be returned:
- Custom products like special orders or personalized items
- Sale items and gift cards
If you have concerns about your specific item, please reach out to us for guidance at help@fitpace.com.
Exchanges
Once your item is received and inspected at our warehouse to ensure it meets our return criteria, the new item you selected for exchange will be dispatched. You will receive a confirmation email with the details and tracking information of the new order.
Throughout this process, our customer service (help@fitpace.com) team is available to assist with any issues or questions that may arise, ensuring a smooth and hassle-free exchange.
Refunds
Once we receive and inspect your returned item, we will notify you about the approval status of your refund. If approved, a refund will be processed to your original payment method. Typically, this part of the process can take anywhere from 3 to 5 business days, but it may take longer in some cases. Please note that the processing time for the refund to appear in your account may vary based on your bank or credit card company's policies.
‼️️ Personalization pads are specifically designed to be paired with FITPACE insoles. They are not intended for use with other insole brands. Please note that the actual insoles are not included with the kit and need to be purchased separately.
