Refund policy


Please read this page carefully before starting a return.


Return Eligibility

  • Items must be in new condition: unworn, unwashed, and free from odours, stains, or any signs of use.
  • All original hang tags or original packaging must be included in return (e.g., shoeboxes, protective bags).
  • Shoes: Uppers, midsoles, and outsoles must show no signs of wear and no scuffing or markings. All stickers, tags, tissue paper, and inserts must be included in the original shoebox.

Items Not Eligible for Return

  • Gift cards
  • Final sale items (as clearly marked in the product name)
  • Perishable goods (e.g., food, nutrition, drink powders)
  • Electronic products
  • Underwear
  • Socks
  • Flasks, bottles, and any item designed to drink out of
  • Masks or any face coverings that go over the mouth or nose
  • Headwear (hats, caps, beanies, etc.)


Terms & Conditions

  • All returns are reviewed case by case and are ultimately at The Trail Runner Store’s discretion. This includes determining whether an item is in new, unworn, and unwashed condition.
  • We reserve the right to limit or refuse returns, refunds, or future purchases if we detect suspicious activity, excessive returning, or abuse of our return policy.
  • Refunds are always issued back to the original form of payment only. We do not offer refunds to alternate cards or payment methods.
  • Please double-check your shipping address when placing your order. If a package is returned to us due to an incorrect or incomplete address, a $15 CAD administrative fee will be deducted from your refund.
  • Do not use the product’s retail packaging (e.g., shoebox) as the shipping box. Any missing tags, damaged or taped-over packaging, or similar issues may result in a $15 CAD administrative fee deducted from your refund.
  • We do not accept international returns (packages from outside of Canada). Shipments requiring payment for duties or import taxes upon arrival will be refused.
  • Please do not ship returns directly to the manufacturer. All returns must be sent to The Trail Runner Store at the address listed below.
  • Once your return arrives at our store, it may take up to 10 business days for us to inspect and process it.
  • After your return is approved, your refund may take up to 10 business days to appear on your bank or card statement, depending on your financial institution.


How to Return an Item

Customers are responsible for shipping their return items back to us.

To return an item, please follow these steps:


1. Confirm that your item meets the return criteria above.

2. Pack your item securely in a suitable shipping container (do not use the shoebox or product packaging alone).
Include all original tags, inserts, and packaging materials.
3. Place a note inside the package with:
  • Your full name
  • Your order number
  • The reason for the return (e.g., “too small”)
  • Whether you are seeking a refund or an exchange
  • If requesting an exchange, indicate the new item, size, and colour you would like.


We will do our best to accommodate exchanges. If you are concerned about stock availability, please email us in advance so we can discuss options or place an item on hold, if possible.

4. Ship your return to:
THE TRAIL RUNNER STORE
59 ELM GROVE AVE
UNIT #1
Toronto, ON M6K 2J2
Canada


We strongly recommend using a tracked shipping service so you have proof of delivery. We are not responsible for packages lost in transit on their way back to us.

When We Receive Your Return

  • Once your return has been delivered to us, it may take up to 10 business days to be inspected and processed.
  • When we begin processing your return (may take up to 10 business days from when the return has arrived), we will send you an email notification confirming that your return is being reviewed and outlining refund or exchange details.
  • To help us work efficiently, please avoid contacting us about the status of your return until 10 business days have passed from the date we received your package.