Quick answer: New Balance Canada’s published policy accepts eligible new-condition purchases within 45 days of the shipping date for online orders or the purchase date for in-store transactions. An online order can be returned by mail or at a New Balance or Factory store. For a standard mailed online return, non-members face a CAD $7.95 deduction while members have free mail returns; eligible store returns are free. See the official Canadian New Balance return policy for item-level exceptions.
How to start the official return
For a shop return, bring the purchase record and item to a New Balance or New Balance Factory store. For online mail return, use the official Start a Return flow and its provided prepaid label; review whether your account has member status before confirming the refund and deduction. A guest should not assume that registering after the purchase retroactively changes every existing order. Preserve the courier acceptance receipt for follow-up.
What the published policy covers
Bring or retain a valid receipt, email order confirmation or packing list. The item must be in new condition; New Balance reserves the right to refuse worn or damaged purchases and items marked non-returnable or Final Sale. Store and New Balance-hosted event purchases must be returned in store, not mailed to the online warehouse. The company states that online direct exchanges are not available, so a different shoe size requires a separate purchase after returning the original where eligible.
Receipt, gift and item-level exceptions
If the paper receipt is lost, New Balance expressly accepts an order confirmation email or packing list as purchase evidence for eligible orders. If none is available, use the original account and support tools before mailing the product. The policy includes special conditions for certain sports bras; do not apply a product-specific fit promise to worn footwear or other unrelated merchandise.
A practical Canadian purchase example
Imagine a pair of running shoes arrived in the wrong width and was tried on only indoors. Check the new-condition requirement and the shipping date on the order, then compare the eligible no-fee store route with a mailed guest return that has a CAD $7.95 deduction. New Balance does not promise an online direct exchange, so the correct width would be a separate order whose availability and price should be checked independently.
Official help and refund follow-up
The official New Balance Canada FAQ covers processing, returns and contact routes. The company asks customers to allow processing time after the warehouse receives the parcel; the refund’s appearance on a card statement can be later. Keep the order email, tracking record and any return confirmation when following up.
Questions specific to this policy
Is returning shoes by mail free for every customer? No; the standard Canadian online return lists a CAD $7.95 fee for non-members. Can I exchange a size through the online returns portal? The published direct-online route is return and new order, not a direct online exchange.
Independent Canadian consumer-policy explainer; not the brand’s customer service or an assessment of an individual legal entitlement. Official commercial-policy pages checked 20 September 2026. Terms can change after verification.