What if the shoe I order does not fit?
This does sometimes happen, but is not a problem. We are committed to ensuring you are
completely satisfied with your purchase! You have two options: we will gladly exchange them
for another size, or provide you with a full refund. For details, please
review our Return Policy. As soon as we receive
your merchandise and verify they have arrive in new condition, we will
promptly credit your account or send you the new size. Worry free... your satisfaction
What if the shoe I receive has a defect?
As with all merchandise, this unfortunately does happen occasionally, but do not worry.
New Balance stands behind the quality of all their products and we guarantee your complete
satisfaction. Simply follow the instructions in our Return
Policy and we will gladly ship you another
Is New Balance the only athletic shoe company which makes shoes in different widths?
Well, not exactly, but pretty close. Other major athletic shoe manufacturers make certain styles
available in a limited number of widths (narrow, for instance), but only New Balance makes ALL
styles available in a full range of widths. One thing is for certain, if you need a particular
width, New Balance is your best option.
How can I contact New Balance (the company)?
New Balance Athletic Shoe, Inc. has a web site at: www.newbalance.com.
Do you accept International Orders?
Unfortunately, due to New Balance guidelines we are restricted from filling any orders
being shipped to an address outside Canada. For more information, click
What are cookies and how does your site use them?
Cookies are files containing text used to share information between our server and your
browser. This allows us to assign you a unique session number and keep track of your shopping
selections. For more information about cookies, click here.
How do I place an order if my browser does not accept cookies?
We have a Manual Order Form which allows customers to enter the merchandise they want
without browsing our site. If you prefer to use this form, or cannot shop our site because
your browser does not accept cookies, click here to go to our Manual
How long does it take to receive the items I order?
That depends on two factors: availability and the shipping option you selected during the
order process. Typically, for merchandise available and in-stock, items are shipped the same
day of the order, next day at the very latest. Occasionally, however, some items are on
back-order. These items typically require an additional 20 business days for processing.
Customers are always notified of back-ordered items during the Order Confirmation process.
After that, it all depends on the shipping option you select during the order process. For
more information on shipping times, click here.
|How can I ask questions about a particular item if I need more information?
|We have many options to offer you:
- Visit our Ask the Expert section and submit your
- Visit our Contact Us section.
- Call us at 1-877-769-6286. We are available from 10:0am -
9:00pm, Monday through Friday and 9:00am - 6:00pm Saturday (Eastern Standard Time).
Can I place an order without using my credit card online?
Absolutely. You can call us with your order at 1-877-769-6286 or fax us your order at
1-416-962-8889. To process an order, we need the following information: shoe style, size,
width, customer name, address, email address, telephone number, credit card number, and your
credit card expiration date.
Will my name show up on any mailing lists as a result of ordering from you?
Absolutely NOT! New Balance Toronto follows Canada's Personal
Information Protection and Electronic Documents Act and we will not sell, rent, or give our customer lists to anyone, nor will we
do so in the future. We occasionally like to offer specials or notify our customers of
exciting changes, so the only email or communication you will ever receive will be from us.
And if you do not wish to receive correspondence from us, we will promptly remove you from our
mailing list as well.