Shipping and returns
What do I need to know about the shipping of On products?
We pay for it.
For most countries, we cover shipping, customs – everything. After all, we want you to focus on running. Countries excluded from free shipping (for now): India, Indonesia, Malaysia, Philippines.
As fast as we can.
Depending on your country of residence your Ons will be shipped within 2-6 days. How long exactly it will take will be shown in your shopping cart. When we send you the confirmation that your order has shipped, we’ll also give you the tracking information, including the carrier and the exact time it should arrive. We already ship our Ons to over 50 countries, and that number continues to grow. Should you not find your country of residence on the list at the bottom of this page, or cannot see a ’Shop’ button displayed in the menu, please use our dealer locator ’ to see if Ons are available from any dealers in your country.
Home, work or to Zero Gravity - where we ship to.
Well, not quite to outer space (yet) but we’re happy to deliver your products to wherever is easiest for you. Just note, we cannot deliver to P.O.
What do I need to know if I have to return my On products?
It’s really easy to do so!
Should you not be fully satisfied with the Ons you have purchased, you can exchange them or just give them back and have their purchase price refunded in full. We’ll also pay for the delivery of the returned Ons unless the shipping is from/to one of the following countries: India, Indonesia, Malaysia, Philippines, New Zealand. Please note that expedited shipping will not be refunded in case of returns/exchanges. Just one thing, you will need to do this within 14 days of receiving them. Needless to say, you’ll need to return them to us in their original condition and packaging, too. If you're part of the Try On special in December, you have 30 days to enjoy your On product and if you’re not satisfied, just send it back in any condition to receive a full refund. It's that easy. For more information please find your return information sheet in your shoebox.
Exchange or refund: the choice is yours.
Wrong size/color/model? No problem, just send the product back to us within 14 days of receiving it. As long as it's still in its original condition we’ll exchange it for what you want. Money back? We know how it is. Again, just send back your product within 14 days of receiving it and as long as it is still in its original condition and packaging we’ll refund you in full usually within 14 working days. Once we have received your returned product, we will immediately send through your refund. If you're part of the Try On special in December, you have 30 days to enjoy your On product and if you’re not satisfied, just send it back in any condition to receive a full refund. It's that easy. For even more information around exchanges and returns, see the documents that come with your order.
Repack + return number = done.
For returning items, simply head to the Return Formula and enter your order number and what you would like to do (exchange, refund and so on). A return number will be sent to you, just write this on the “Return Information Document” you received with your order. Once that is done, pack everything in to the outer carton (with On Performance Running Gear, please keep the tags on and place the products back inside the polybags as well) - then send it all back!
Bought them from a dealer? They’ll be pleased to help.
Bought your On products from a dealer? They’ll be happy help you with your exchanges or returns as well.
Bought them at an event? We’re there for you, too.
Again, we’re here for you. You can exchange or return your On products within 14 days as long as they're still in their original condition and you bought them from us directly (if you bought your On product from a dealer event, they will help you with your return). Contact us to start the (easy) process: email firstname.lastname@example.org, email@example.com or firstname.lastname@example.org
Manufacturing defect? Let’s sort it out.
See a problem with your On product related to its manufacture? We’ll be pleased to provide a replacement product within the legal warranty period – of course, this warranty does not extend to normal wear and tear. Just submit a warranty claim.