Refund policy
# RETURN AND REFUND POLICY
**Last Updated: August 17, 2026**
At Active Shoe Supply, we want you to be satisfied with your purchase. This Return and Refund Policy explains the conditions that apply to returns, refunds, exchanges, damaged items, and order cancellations.
## 1. RETURN PERIOD
Eligible products may be returned within 30 days from the date of delivery.
To qualify for a return, the item must be unworn, unused, and in the same condition in which it was received.
Shoes must be returned with their original box, packaging, tags, accessories, and any other materials included with the order.
Proof of purchase or a valid order number may be required.
## 2. REQUESTING A RETURN
Please contact Active Shoe Supply before sending any product back.
When requesting a return, please provide:
Your full name
Your order number
The product you wish to return
The reason for the return
Photos if the product is damaged, defective, or incorrect
Returns sent without prior authorization may not be accepted.
## 3. RETURN SHIPPING
Customers are generally responsible for return shipping costs when returning an eligible product because of a change of mind, incorrect size selection, or personal preference.
If you received an incorrect, damaged, or defective product, please contact us so we can review the issue and provide an appropriate resolution.
Original shipping charges are generally non-refundable unless otherwise required by applicable law.
We recommend using a trackable shipping method when returning a product.
Active Shoe Supply is not responsible for return packages that are lost or damaged while in transit.
## 4. DAMAGED, DEFECTIVE, OR INCORRECT PRODUCTS
Please inspect your order promptly after delivery.
If your order arrives damaged, defective, incomplete, or contains a product different from what you ordered, please contact us as soon as possible.
We may request photographs of the product, shoe box, packaging, shipping label, or affected area to evaluate your request.
After reviewing the information provided, we may offer a replacement, exchange, refund, or another appropriate resolution.
## 5. NON-RETURNABLE ITEMS
Certain products may not qualify for return if they have been worn, used, altered, washed, or damaged after delivery.
Non-returnable items may include:
Shoes showing signs of wear or outdoor use
Items with stains, odors, scuffs, scratches, or other signs of use
Products returned without their original shoe box or essential packaging
Gift cards
Final sale items
Clearance items specifically identified as non-returnable before purchase
Customized or personalized products
Products damaged because of misuse, improper handling, or improper storage
Please contact us before returning a product if you are unsure whether it qualifies for a return.
## 6. REFUNDS
Once your returned product is received and inspected, we will notify you whether your refund has been approved.
Approved refunds will normally be issued to the original payment method used for the purchase.
Please allow up to 10 business days for an approved refund to be processed.
Your bank, credit card issuer, or payment provider may require additional processing time before the refund appears in your account.
If more than 15 business days have passed since your refund was approved and you have not received it, please contact us.
## 7. EXCHANGES
Eligible products may be exchanged for another size, color, or available product depending on inventory.
Please contact us before returning a product for an exchange.
In some situations, you may be required to return the original product and place a new order for the replacement item.
## 8. ORDER CANCELLATIONS
If you need to cancel or modify an order, please contact us as soon as possible.
We cannot guarantee that an order can be canceled or modified after processing has started or after it has been shipped.
If the order has already shipped, eligible products may be returned after delivery according to this policy.
## 9. REFUSED OR UNDELIVERABLE PACKAGES
Customers are responsible for providing accurate and complete shipping information when placing an order.
If a package is returned because of an incorrect or incomplete address, refusal of delivery, or failure to collect the package, applicable shipping or return shipping costs may be deducted from the refund where permitted.
## 10. REFUND METHOD
Approved refunds will normally be returned to the original payment method used to place the order.
We generally cannot issue a refund to a different credit card, bank account, or payment method.
## 11. CONTACT INFORMATION
Active Shoe Supply
3093 Rae Creek Dr
Chico, CA 95973
United States
Phone: +1 458-272-2846
Email: support@activeshoesupply.com