frequently asked questions

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 is guaranteed!

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 pair.

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 here.

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 Order Form.

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.

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.