If the New Balance gear you purchase from us fails to satisfy you 100%, we'll provide hassle-free refunds and exchanges within thirty (30) days of your purchase, guaranteed. It's that simple. For additional information on our commitment to providing you with the best products, you can review our Return Policy and Total Fit Guarantee.

Holiday Return Policy: In order to accommodate holiday shopping and ensure no-hassle gift giving, purchases on and after Nov. 1, 2009 may be returned or exchanged at any time on or before Feb. 1, 2010.

 

The easiest way to ship an item back to us is to use our online Free Returns system. Make sure you have your order number and shipping zip code then follow the easy 4-step process to print out your UPS return label. Print the label, tape it to the box, and drop the package off at any location with a regular UPS pick-up (such as your workplace or The UPS Store). Need advice on your exchange? Call 1-800-595-9138 and we would love to help you find your Total Fit™.
 

If you use our Free Returns system, then no receipt is needed to process the return or exchange. Just print the label, tape it to the box and you're set. However, you can print a receipt for your records here.
 

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 should be able to track your order here. Sometimes you may need to wait approximately 12 hours for tracking to be updated after your order ships. Additionally, if your items ship from multiple warehouses, you may need to contact Customer Care at 1-800-595-9138 for tracking information. The Shipping Confirmation email we sent you should give the most updated information and will include a tracking link.
 

NB Web Express USA does not ship to international addresses. New Balance products are available globally and may be available in your country. By shopping locally, you avoid overseas shipping and/or tariff and customs charges. Need help finding your country's New Balance products? Check out our international options here. If your country is not listed, please call 1-800-595-9138.
 

Definitely! New Balance is known for supporting all branches of the military through a variety of programs. In fact our commitment to domestic manufacturing and unparalleled fit and performance has allowed us to become an official shoe and apparel provider to the U.S. military.
 

We accept VISA, MasterCard, Discover, and American Express credit cards, as well as PayPal. We also accept debit cards labeled with one of the above credit card logos. We accept checks and money orders by mail only. If you plan to pay by check or money order, first call Customer Care to obtain an order number. Next, put the order number on your check, mail it to us, and your order will be shipped once we receive your payment.
 
You may also use an NB Web Express gift card or E-gift to purchase items. Simply enter your E-gift or gift card code during the checkout process to utilize your gift amount. The purchase price of your order will be automatically subtracted from the gift balance.
 

As the official e-commerce division of New Balance Athletic Shoe, Inc., we cannot price match the offers of our independent retailers. However, shopping with us provides you with several automatic benefits, such as our 30 Day no-hassle Return Policy with Free Returns and Exchanges. You'll enjoy access to an official New Balance product expert (just contact Customer Care) and have an opportunity to shop the largest available selection of New Balance shoes and apparel.
 

NB Web Express is wholly owned by New Balance Athletic Shoe, Inc. If New Balance does business in your state, we are required to charge sale tax on orders shipping to you. We do not benefit from the sales tax you pay.
 

When you create a password during the checkout process, this creates an account on our site. With this account, you can keep track of your order history and easily access all your receipts; your checkout will be quicker and easier; and you can store multiple shipping addresses if you like.
 
However, setting up an online account is completely optional. If you would prefer not to set one up, just bypass that step altogether and check out as a "New Customer or Guest".
 

Just click here to start the password reset process. If you don't receive an email from us within several minutes, check your spam or junk mail folder. If you simply haven't received an email, then there is no account associated with that email address. Keep in mind that you are able to place an order on our site without setting up an account. Additionally, it's important to note that your account could be locked out if you have had too many incorrect log-in attempts. If this occurs, then please wait at least two hours before attempting the reset process again.
 

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 Cards always fit and are easy to purchase. Please visit the Gift Card and E-Gift section of our website for instructions on how to purchase online. You will have the option to send the gift card via U.S. Postal Mail or via e-mail to the recipient.
 
You may also contact our Customer Care Department at (800) 595-9138 and one of our experts would be happy to place a Gift Card or E-Gift order for you over the phone.
 

No, any Gift Card or E-Gift 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.
 

You can print new instructions here.
 

NB Web Express offers the widest selection of New Balance shoes available anywhere, but typically focuses on premier and popular styles in each category. Our site lists all available styles and sizes. If your size isn't listed, it's currently not in stock. There are certain styles we don't carry because they are only available in specific department stores or have limited availability.
 
Still need help? Call 1-800-595-9138, and a Customer Care associate will be happy to assist you.
 

Sometimes new "updated" shoe models have new technology added to enhance the performance of the shoe. For other shoe models, there is simply a small variation from the previous shoe model; this update could be a new color, style or new midsole material. When we make a change it is designed to benefit you, our customer, and we only release the new model after significant planning, followed by extensive wear-testing.
 

Yes, we are proud to be the only major athletic shoe manufacturer still making shoes in the United States today. Approximately 25% of the New Balance shoes sold in North America are Made in the USA and we will continue domestic manufacturing. We genuinely appreciate your support.
 

The style number is simply the name of the shoe. Typically our shoes that are "higher-numbered" feature more technologies, however, that is not true in all shoe styles.
 
When deciding on a particular shoe, you should consider the activity you will be participating in and your individual needs. Our goal is to provide your Total Fit™. Consult our experts for assistance.
 

Use our Store Locator to find a New Balance store in your area.
 

If you suffer from Plantar Fasciitis, typically you will want to consider shoes that offer a high degree of stability and that keep your heel and arch area in a neutral, supported position. This will help your plantar fascia to heal over time. Look for shoes containing our ROLLBAR® motion control technology or shoes with features like our Stabilicore® TS2® system or a Medial Post for gait support. Ask the Expert for personalized guidance.
 

Overpronation occurs when your foot exhibits too much inward motion during your running or walking gait. Underpronation, sometimes called supination, occurs if you don't have enough inward motion during your gait. Either condition can cause foot health problems over time, but we offer a broad line of shoes designed to help correct your gait. Learn more and view some sample styles here.
 

You'll want to choose a shoe that provide a solid platform and good shock absorption. Sometimes it may seem logical to choose a shoe that is as cushioned as possible, but think of standing on sand at the beach. The sand feels soft, but will fatigue your feet over time. So, if you are on your feet the majority of the day, then a supportive platform is necessary. Shoes containing our N-ERGY® shock absorption will get the job done. Ask the Expert for personalized guidance.
 

Yes, we offer a range of choices with varying levels of shock absorption and cushioning.
 

We make our shoes with removable inserts to allow you to further customize your 360° Total Fit™ through the use of our upgraded insoles or your own orthotic. However, sometimes air or moisture can get trapped between the insert and the rest of the shoe and cause a squeak, or the way an orthotic fits can cause friction and therefore noise.
 
A common fix that often works is to sprinkle some baby powder down into the shoe. Squeaking is common if you wear your own orthotics, so try that baby powder or even a folded paper towel or dryer sheet, and you should notice an immediate difference. Contact us directly if you still have trouble.
 

A shoe last is the 360° model upon which a shoe is constructed, and the last used affects the overall fit of a shoe, with a focus toward the heel width, instep height, forefoot width, and toe box depth. Some of our shoes will feature a deeper toe box or a wider forefoot, while others might offer a narrower heel. These lasts, along with our extensive width sizing, combine to allow the best overall fit in the shoe industry. View our last chart for additional details.
 

Since we are aiming for a 360° fit (most companies simply try to fit your length), this answer is dependent on your previous experiences and current needs. If you find that you can typically go into a shoe store and purchase a shoe right off the shelf, you should be fine with our standard lasts.
 
However, if you have always had a tough time with heel slippage, or if you have bunions or use an orthotic, then you might need to consider a shoe last offering dimensions that match the needs of your foot. View our last chart for additional details.
 

The best way to determine size is to have your foot measured at your local New Balance store. A secondary option is to simply check the size of your shoes which fit the best. We list helpful sizing tips on our site too, or feel free to Ask the Expert.
 

Often a slight lacing change can take care of any discomfort. Consider these options before giving up on a shoe.
 

Though New Balance is known for producing the most extensive range of sizes and widths, we're unable to make every style in every size/width combination. We strive to provide options for everyone, so contact us if you would like some help.
 

It's frustrating when you purchase a new shoe that doesn't fit, but we can help you identify the reasons behind the difficulty. First, keep in mind that we make shoes on multiple shoe lasts and the shoe last used during construction affects the overall fit and feel of the shoe. A shoe made on the SL-1 shoe last will feel different than shoes made on the SL-2. It's important to identify which last each shoe is made on as this will help you find your Total Fit™.
 
Plus, sometimes we wear a shoe for a long time and our feet become used to it, so much so that we wear the shoes until there is barely any cushioning or support left. Then when we get a new pair with fresh cushioning and support it feels weird. Or there could be a difference resulting from the hands-on nature of shoe manufacturing and the materials used. Finally, our feet do change over time, so it's a good idea to have them professionally measured to rule out a possible size change.
 
Need to exchange for another size? Use our Free Returns Online system.