Returns & Exchanges
Return Policy
Our Happiness Guarantee
We want you to be satisfied with your purchase. If you are not completely happy with your purchase, you can return it for a replacement or refund.
| Return Windows (from date of purchase) | |
|---|---|
|
All items Including Made to Order items |
30 days |
| Special Edition Merchandise | 30 days |
| Limited Edition Merchandise | 30 days |
| Second Chance Merchandise and Clearance Items | Final Sale |
| Memberships, Gift Cards and Donations | Final Sale |
Merchandise can be returned by mail with proof of purchase.
Return Policy Exceptions
If returned merchandise does not meet the conditions of the 100% Satisfaction Guarantee, including the following return exceptions, it will be declined and no refund or exchange will be issued.
Shipping
Shipping charges are non-refundable.
Final Sale Items
All sales are final on memberships, gift cards, donations, and clearance items as noted at the time of purchase.
All items purchased at in-person events, hosted by Still I Run or where Still I Run is a Charity Partner or represented, are considered Final Sale.
Still I Run Event Registration Fees
All sales are final on event registration fees or additional donations made through event registrations or later.
No refunds or cash value on swag items, raffle tickets, or items won through the raffle.
Damaged Gear
Our Happiness Guarantee does not cover normal wear and tear, or damage caused by improper use or accidents.
If your item was damaged in transit, you can return it at any time, regardless of purchase date. You must provide a photo documenting the damage to the packaging and your item.
Unwashed or excessively dirty gear
Items that have been used since purchase must be cleaned prior to returning. Merchandise that is not cleaned or laundered may be declined.
Product defects
If your item has a manufacturing defect in materials or workmanship, you can return it at any time, regardless of purchase date.
Return By Mail
We've tried to make returning your merchandise as easy as possible.
Get your Shipping Label
Start your mail-in return online to get a prepaid shipping label.
Request a prepaid shipping label using our self-serve return portal.
Start a ReturnAll orders eligible for a return will have a "Request Return" button.
Please note: $6.00 will be deducted from the refund amount when using a prepaid shipping label.
Drop your return in the mail
With a prepaid shipping label, you can drop off your return at any Postal Service™ facility or mail it directly from your home.
Alternatively, you may cover your own return shipping.
Send merchandise for return to:
Still I Run Returns
1616 Cedar Creek Dr
Zeeland, MI 49464
United States
Please include your order number so we can correctly match the returned merchandise to the your order. Without it, we cannot process a refund. Merchandise sent to this address without an order number will be declined.
Refunds and Exchanges
We offer a simple refund and exchange policy.
Refunds
Refunds vary depending on the item and time of purchase. Please note that it can take up to 10 additional days for your bank or payment company to process the refund back to your card or account.
Refunds to original form of payment are subject to a 3% restocking fee.
Exchanges
Exchanges for any reason will be processed only once per order, free of charge. Additional exchange requests will be processed as returns and any desired items will need to be purchased in separate a transaction.
Email orders@stillirun.org to start your exchange request. Be sure to include your order number and the item you wish to exchange in your email.
If you started an online return through the self-serve portal, we are unable to process your free exchange.
Special Edition and Limited Edition Merchandise
Unfortunately, Special Edition and Limited Edition merchandise may not be available on all colors or sizes.
Second Chance Merchandise
We are unable to process exchanges on Second Chance merchandise.
Loyalty Rewards
Reward Redemption
After a Loyalty Reward is applied to a purchase, they cannot be reapplied to your membership account. The portion of the purchase made with rewards will be credited back via Store Credit.
Request a Replacement
While we do our best to ensure that your items are delivered in perfect condition, sometimes manufacturing defects go unnoticed or damage occurs while in transit to you.
If you believe this is the case, please send us your order number, which item(s) need to be replaced, a summary of the issue, and photo documentation to orders@stillirun.org. Replacement process varies depending on the item.
Made to Order Items
Items that are made to order will be resubmitted to the vendor for replacement. If accepted, the item will be remade and shipped to you directly for free.
Special Edition, Limited Edition, and Second Chance Items
Replacements will only be issued due to damage during transit. Unfortunately, replacements are subject to availability. In the event that a replacement is not available, a store credit will be issued to your account.
Lost in Transit Items
While we do our best to ensure your packages are shipped in a timely manner and with reliable shipping services, we can't account for all possible mishaps or accidents with postal services.
Our partners use their own preferred shipping services that work best for their operations. We trust their discretion to choose reliable shipping partners.
My package still hasn't arrived.
Please allow 10 business days for your order to arrive at addresses within the contiguous United States. For orders shipping to continental United States, U.S. Terrastories, and Military APO/FPO/DPO boxes, please allow up to five (5) weeks for your package to arrive.
Military tracking may become "stuck" once it enters Military post and partnership.
If your order has still not arrived, please reach out to us at orders@stillirun.org.
Returns, Refunds and Exchanges
Frequently Asked Questions
What do I need to know about shipping fees for returns?
Refunding original shipping fees
Shipping charges from your original purchase are not refunded—unless we’ve made a mistake with your order, or the returned item is determined to be defective after we inspect it. If this is the case, please contact us.
Return shipping fee
In most cases, $6.00 will be deducted from your refund to cover return shipping back to us for standard size/weight packages when your return by mail, using the prepaid shipping label provided.
Here are some fee exceptions and clarifications:
- We will not deduct any return shipping fees if you pay for shipping on your own (not using our prepaid shipping labels).
- If we made a mistake with your order, we’ll waive the return shipping fee once we’ve reviewed your return and verified our error.
- If the value of the return itself is less than $6, we will waive the $6 return shipping fee.
Shipping fees for replacement items
Replacements due to print or manufacture defects or damage in transit, we will waive the $6 shipping fee.
All other cases will be reviewed by our agents to determine if a shipping fee is applicable.
Can I work with my own shipping carrier to send my return back?
Yes! You can work with a shipping carrier of your choice to mail your return back to us.
Please note: You are responsible for return shipping costs.
- Pack the item securely and include the original product packaging and tags if available. (Hint: If you cover all existing shipping labels, you can reuse the bag or box your order came in.)
- Include proof of purchase (e.g., print out of your order confirmation page) PLUS your name, address, email, phone number and a brief description about why you’re returning the item.
- Attach a return shipping address to your package. Address your package to:
Still I Run Returns
1616 Cedar Creek Dr
Zeeland, MI 49464 - Send your package using a carrier that can provide tracking and insurance. Still I Run is not responsible for items lost or damaged in transit.
Why do you only offer free exchanges once?
We want you to be happy with your order AND we know that online purchases can be a mixed bag on the quality or sizing. As such, we offer free exchanges once per order to ensure you are satisfied with your purchase.
We only offer a free exchange once due to the costs of processing exchanges. Since our store consists primarily of Print on Demand merchandise, exchanges aren't as simple as returning the item and sending out a new one like a big-box store. Instead, we must purchase and make your item(s) again AND ship the item to you. Thank you for understanding!