Welcome to the Run Vibe Shop FAQ page! We’re here to answer all your questions about our performance footwear, shipping, returns, and more. Our goal is to equip your active lifestyle with premium footwear that delivers unbeatable value.
About Our Products
What types of footwear do you specialize in?
We specialize in performance footwear for active lifestyles, including:
- Running shoes for serious athletes and casual runners
- Hiking boots for outdoor enthusiasts
- Trail footwear for rugged adventures
- Soccer cleats for players
- Comfortable sandals and walking shoes
How do I choose the right size?
Our footwear follows standard US sizing. For optimal fit, we recommend:
- Measuring your feet at the end of the day when they’re largest
- Comparing your measurements to our detailed size chart (available on each product page)
- Considering a half-size up if you prefer extra room or wear thicker socks
Are your shoes suitable for specific foot conditions?
While our footwear is designed for performance and comfort, we recommend consulting with a podiatrist for specific foot conditions. Many of our running and walking shoes offer excellent arch support and cushioning for various needs.
Ordering & Payment
What payment methods do you accept?
We accept:
- Visa
- MasterCard
- JCB
- PayPal
Is my payment information secure?
Absolutely! We use industry-standard encryption to protect all your payment information. We never store complete credit card details on our servers.
Can I change or cancel my order after placing it?
We process orders quickly to get you your footwear fast. If you need to change or cancel your order, please contact us immediately at [email protected]. We’ll do our best to accommodate your request if your order hasn’t entered the shipping process.
Shipping & Delivery
Where do you ship?
We ship worldwide* from our headquarters in Waddell, Arizona, with two convenient shipping options:
- Standard Shipping: $12.95 via DHL or FedEx (10-15 days after dispatch)
- Free Shipping: Free on orders over $50 via EMS (15-25 days after dispatch)
How long does order processing take?
Our Arizona team carefully prepares your order within 1-2 business days before dispatch. You’ll receive tracking information as soon as your order ships.
Can I track my order?
Yes! For Standard Shipping (DHL/FedEx), you’ll receive detailed tracking information. For Free Shipping (EMS), tracking may be limited in some regions. Either way, we’ll email you when your order ships with available tracking details.
What if my package is delayed?
While we work with reliable carriers, occasional delays can happen, especially with international shipping. If your package hasn’t arrived within the estimated timeframe, please contact us at [email protected] and we’ll investigate.
Returns & Exchanges
What is your return policy?
We offer easy returns within 15 days of receipt. Items must be in new, unworn condition with original packaging. Please contact us to initiate a return.
How do I return an item?
- Email [email protected] within 15 days of receiving your order
- Include your order number and reason for return
- We’ll provide return instructions and a return authorization
- Once received and inspected, we’ll process your refund
Do you offer exchanges?
Currently, we process returns and ask you to place a new order for the correct item. This ensures you get your replacement footwear as quickly as possible.
How long do refunds take?
Once we receive your return, refunds are processed within 3-5 business days. The time it takes for the refund to appear in your account depends on your payment method and financial institution.
Account & Customer Service
How do I contact customer service?
Our customer service team is happy to help! Email us at [email protected] with any questions or concerns. We typically respond within 24 hours during business days.
Do I need an account to order?
No, you can check out as a guest. However, creating an account lets you track orders, save preferences, and check out faster in the future.
I forgot my password. How can I reset it?
On the login page, click “Forgot Password” and enter your email address. We’ll send you instructions to create a new password.
Still Have Questions?
We’re passionate about getting the right footwear on your feet for your active lifestyle. If you don’t see your question answered here, please don’t hesitate to contact our friendly customer service team at [email protected].
Happy trails from the Run Vibe Shop team!