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TAKE ON THE PAVEMENT
WITH CONFIDENCE

FREQUENTLY ASKED QUESTIONS

MY ORDER


New Balance will offer the following services for shipping of orders to a home or office address.

1.1 Standard Option: 3-5 working days – R50.00

Delivery will take place within 3 to 5 working days.

1.2 Express Option: 2 working days (Main centres only) – R80.00

Delivery will take place within 2 working days.

1.3 Free Delivery option: 3-5 working days

Orders over R450 will qualify for free delivery. Standard Delivery Will Apply For Free Deliveries Only

PLEASE NOTE

  • Express delivery: will only be offered in the following metropolitan areas: Johannesburg, Cape Town and Durban.
  • Deliveries are only done between 09h00 and 17h00 from Monday to Friday (excluding public holidays).
  • Express delivery ordered over a weekend, will only be delivered within the next two workings days.
  • We will only fulfil orders with a physical location within the borders of the Republic of South Africa.

Please insert your tracking or waybill number.

See below URL:

http://tracking.onthedot.co.za/lmsweb/Tracking2.aspx

Customer Protection Act compliant

3.1 Order Refusal on Delivery

The customer is allowed to inspect the goods on delivery and then refuse the delivery, they will receive a full refund.

3.2 Cooling off period, goods not fit for purpose

We will offer a 30 day returns policy. Please note that we will stipulate that the goods must be in original condition and packaging.

3.2.1 Defective Goods

We do have a 6 month quality guarantee on our products, please note the we will gladly refund the consumer if:

  • the consumer has the original order number (so that we can prove purchase)
  • the product is within 6 months old from date of purchase
  • if it is a manufacturing fault (upon assessment)
  • the product has been used for the intended use
  • the product has been cared for according to wash/care label

GENERAL

New Balance running shoes range from racing flats to minimal styles to trail running shoes. Designed to meet the unique needs of runners, our variety of styles deliver the cushioning, stability or lightweight feel you need to perform your best. Constantly evolving and ever-changing to improve our running sneakers, New Balance is committed to bringing you fresh, high-performing products every time.

The model or style number is a naming system for our shoes. While most of our "higher-numbered" styles feature more technology than our "lower-numbered" shoes that is not always the case. When deciding on a particular shoe, both the intended use of the shoe and your individual needs should be considered. The full model number, which is broken down into 3 parts, can be located on the underside of the tongue.

The letters before the number designate the gender and the activity for which the shoe was designed, as follows:

MT = Men's Trail

WT = Women's Trail

MO = Men's Outdoor/Multi-sport

WO = Women's Outdoor/Multi-sport

MW = Men's Walking

WW = Women's Walking

MX = Men's Cross-Training

WX = Women's Cross-Training

MC = Men's Tennis

WC = Women's Tennis

KJ = Kid's Running

KV = Kid's Running with hook and loop closure system

KT = Kid's Tennis

KX = Kid's Cross-Training

RC = Racing/Competitive

US = Made in the USA

The last two digits in a running shoe's style number specify the type of shoe as shown below:

50 (Fitness Running): For training on roads or for indoor workouts, the 50 series offers the combination of visual attitude and innovation with the responsiveness and power athletes need.
60 (Stability): Designs that offer industry-leading stability to reduce pronation while also providing unparalleled cushioning and comfort (eg, 860).
70 (Light Stability): The perfect combination of stability and speed, all in a lighter, sleek profile designed for runners who train at a faster pace (eg, 770).
80 (Neutral): For high-mileage runners who require light shoes and the protection of superior cushioning (eg, 880, 1080).
90 (Speed): For faster runners who want every advantage, including a superior ride and fit. The choice styles for professional and nonprofessional speed and distance runners

The letters after the numbers generally indicate the major colors of the shoe. For example, WB indicates white and blue and BK indicates black.

A cushioning shoe is made for both those with a neutral walking or running gait and for those who supinate (or roll outward) during their gait. If the wear on your sneakers looks even on both the inside and outside of the heel, you are probably a neutral walker or runner. A cushioning shoe is the best choice for you.

A stability shoe helps with pronation control. These types of shoes are designed with technology to prevent over pronation (or rolling inward during your gait). If the wear on your sneakers is mostly on the inner tread near the ball of the foot, a stability shoe is a good choice for you.

A motion control shoe is one that helps with moderate to severe pronation.. If there is severe wear on your sneakers on the inner tread near the ball of the foot, motion control shoes are an excellent choice for you.

If you need additional assistance choosing the best shoe for your needs, please email us.

A shoe last is a 3-dimensional wooden or plastic mold upon which a shoe is constructed. The last used during shoe assembly can affect the overall fit of a shoe, and all lasts include the following dimensions: heel width, instep height, forefoot width, and toe box depth. Some of our shoes feature a deeper toe box or a wider forefoot, while others might offer a narrower heel. We manufacture shoes using a variety of lasts and offer extensive width sizing to allow for the best overall fit in the shoe industry.

We aim for a 360° fit, while most other companies simply try to fit your length. The vast majority of shoe fit issues can be resolved by changing either the size or width (or both), and the last upon which a shoe is built could also affect fit.

If you are able to go into any shoe store and purchase a shoe right off the shelf, we suggest choosing a standard width (B for women and D for men). If wider or narrower widths suit you better, we certainly have many options for you. To discuss different fit types, please reach out to us via phone or email.

MISCELLANEOUS

There are a three ways to sign up to our newsletter to receive our updates:

  1. When you visit our website for the first time, a pop up will appear on your screen inviting you to subscribe to our newsletter. Simply type in your email address and follow the prompts.
  2. Log into your New Balance account and click on the MY ACCOUNT tab at the top of the page. You will be directed to your Account Dashboard. Edit your newsletter subscription by clicking on ‘Edit’ under ‘Newsletters’, ticking the ‘General Subscription’ box and then clicking on ‘Save’.
  3. Scroll to the bottom of the web page and click the ‘Newsletter Sign-up’ link under ‘Stay Connected’. You’ll be redirected to a newsletter signup page, where you’ll need to fill in your details and tick the ‘I would like to receive further communication from New Balance’ checkbox.

Note that in all instances, you’ll be asked to verify your email address via email, so do keep an eye out for a New Balance email inviting you to confirm your address.

Log into your New Balance account and click on the MY ACCOUNT tab at the top of the page. You will be directed to your Account Dashboard. Edit your newsletter subscription by clicking on ‘Edit’ under ‘Newsletters’, ticking the ‘General Subscription’ box and then clicking on ‘Save’.

You’ll receive an email asking you to verify that you wish to unsubscribe from our updates, so do keep an eye out for a New Balance email asking you to confirm a change in your subscription.

Use our Store Locator to find a New Balance store near you!

Thank you for your interest in New Balance! Because of the number of requests we receive and the budgeted resources available, we are unable to sponsor events, teams or individual pursuits.

We wish you the best in your future achievements!