If the New Balance gear you purchase from us fails to satisfy you 100%, we'll provide hassle-free refunds and exchanges--every time. It's that simple. For additional information on our commitment to providing you with the best products, you can review our Return Policy and Perfect Fit Guarantee.
 

New Balance strives to construct shoes and other merchandise of the utmost quality and performance, but on a rare occasion a defect pair or item may find its way to your doorstep. If you receive defective merchandise, please fill out the back of the invoice that arrived with your order and call our Customer Care Department at (800) 595-9138. One of our experts will be happy to assist you with an exchange.
 

If you do not receive your correct order, please contact Customer Care at (800) 595-9138 as soon as possible. One of our experts will be happy to assist you with correcting your order.
 

Please accept the delivery and contact our Customer Care Department at (800) 595-9138. You should not refuse the delivery as this will cause a delay in your return being processed.
 

Unfortunately, we do not ship international orders. New Balance Athletic Shoe, Inc. has stated that all requests for international orders be referred to their official website, www.newbalance.com.
 

Unfortunately, we do not ship to Canada. Please refer all questions and order inquiries to www.newbalance.com.
 

At NB Web Express we are happy to ship to all U.S. territories including APO/FPO addresses, Hawaii, Alaska and Puerto Rico. All orders to these locations will be shipped via U.S. Postal Service. (UPS and express delivery services are not available) All orders to APO/FPO addresses are subject to their specific delivery policies.
 

On average, it takes approximately 2-7 business days for an in-stock item to reach your doorstep via UPS ground shipping. You may view our transit time map here. You can track the status of your order online by simply entering the Order Number and destination zip code.
 
As always, if you have any questions or concerns at anytime, please contact our Customer Care Department at (800) 595-9138 and an expert will be happy to help you.
 

If you provide a physical address in the continental United States, your order will ship via UPS. If you are shipping to a PO Box or an address in Alaska, Hawaii, or any U.S. Territories, then it will ship USPS/US Priority Mail.
 

You will need to place an order by calling our Customer Care Department at (800) 595-9138. Please keep in mind UPS and USPS are not bound to follow any special instructions you may wish to impart.
 

If we do not have your requested item in our inventory, we will contact the New Balance Athletic Shoe Inc. warehouse and inquire if they have availability. If they carry the specific item, we will then ship your item directly from the corporate warehouse. When merchandise is special ordered, on average it takes approximately 10-15 business days for your item(s) to reach you.
 

To check item availability, simply add the item to your shopping cart. Our shopping cart will notify you if the item is a special order.
 

If we do not have the item available for immediate shipping, then we must order from the New Balance Athletic Shoe Inc., warehouse. New Balance is not currently able to ship special order items via an expedited shipping method. Delivery will take approximately 10-15 business days.
 

We accept VISA, MasterCard, Discover, and American Express credit cards. We also accept debit cards labeled with an accepted credit card logo. We do accept checks and money orders by mail only. Orders are shipped once payment is received.
 
You may also use an NB Web Express Gift Certificate to purchase items. Simply enter your gift certificate code during the checkout process to utilize your gift certificate amount. The purchase amount will be automatically subtracted from the gift certificate balance.
 

After you place an order online with NB Web Express, you are automatically sent an order confirmation via e-mail. We encourage you to review your order confirmation and contact us as soon as possible with any questions.
 

It is possible that the style you are looking for has been discontinued or is not available on our website. You may wish to search for comparable styles via our website, e-mail your question to "Ask the Expert," or give our Customer Care Department a call at (800) 595-9138. Our staff of experts are trained on the latest New Balance technologies and would be happy to make a recommendation or assist you in finding the right style.
 
You may also wish to visit Joe's New Balance Outlet; our sister website specializing in New Balance closeout and discontinued items.
 
If you cannot find the shoes or other New Balance items you are looking for on NB Web Express, you can locate a New Balance retail location on www.newbalance.com via the Dealer Locator.
 

No problem! If you do not have an e-mail address, then you may place an order via phone by calling (800) 595-9138. We will need to collect your telephone number so that we may contact you with any important order updates.
 

Yes, absolutely. If you prefer to place an order via phone, please call our Customer Care Department at (800) 595-9138. One of our representatives will be happy to assist you.
 

At NB Web Express, we value your privacy. We do not sell your contact information to other companies. Please feel safe in entering your contact information on our website. Once you have placed your first order, you are automatically subscribed to receive NB Web Express promotional/informational updates via e-mail and direct mail. If you would like to be removed from our mailing list, please unsubscribe through our online Newsletter.
 
If you order via phone, you have the option of informing your helpful Customer Care Representative of your preference for e-mail/direct mail communication.
 
Please review our current privacy policy for more information.
 

Gift certificates always fit and are easy to purchase. Please visit the Gift Certificate section of our website for instructions on how to purchase online. You will have the option to send the gift certificate via direct mail or via e-mail to the recipient.
 
You may also contact our Customer Care Department and one of our experts would be happy to place a gift certificate order for you over the phone.
 

No, any gift certificate purchased or received from NB Web Express is only valid through our website. You shouldn't have a problem finding the perfect item from our huge in-stock selection. If you need help finding a particular item, please don't hesitate to contact our Customer Care Department at (800) 595-9138.
 

Coupon codes are not reusable or if it is linked to a sale, it may have expired. Also, during the checkout process, be sure you are entering your coupon code in the correct location. If you believe there is an error with your coupon code, please contact our Customer Care Department at (800) 595-9138 and one of our experts will be happy to assist you.