Return and Exchanges

Click here for the Return Request Form

Returns

Returns, whether for refund or exchange, must be received by us within thirty (30) days of the original purchase date. Returns not received by us within thirty (30) days of original purchase date are ineligible for refund or exchange.

To be eligible for a return, whether for refund or exchange, items must be in new, unworn condition (we recommend to try on your shoes in a carpeted area to avoid any visible wear to the outsole). All returned shoes are inspected upon receipt at our returns facility.

Several types of items are exempt from being returned. Any purchases of “Last Call” shoes and shoes sold to international customers, all sales are final—no returns, refunds or exchanges.

Additional non-returnable items:
Gift cards

To begin the return process, whether for refund or exchange, you must obtain a Return Authorization (“RA”) number. To obtain a RA number, please call us, toll free, (833) 763-2212, Monday through Friday, 9:00 a.m. to 5:00 p.m. PST, or simply fill out the RA request form: 

Click here for the Return Request Form

and follow the listed instructions.
Once you obtain your RA number, please follow the instructions provided with the RA email.
Ship the return box to us via your preferred shipper. Please select a shipper that provides tracking information and note that you are responsible for the return freight charge.

Please send all returns to the following address:
TRAQ by Alegria®
Attn: Returns Department
910 South Wanamaker Avenue
Ontario, CA 91761
USA

Refunds (if applicable)
Once your return is received and inspected, as long as the item is still in new an unworn condition and received within your return window, you will be refunded the full purchase price and any applicable taxes. Original shipping and handling charges are non-refundable. Refunds will be issued in the original method of purchase. Please allow 5-10 business days for your refund to be processed, once your refund has been issued it may take one to two billing cycles for the refund credit to appear on your credit card statement.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at info@traqshoes.com so that we can investigate this matter further.

Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges (if applicable)
For exchanges, please allow 5-10 business days from our receipt of the shoes to process your exchange item as long as the items requested are available. In the event that your item is no longer available we will contact you via email to advise. We will be responsible for freight charges incurred in sending you the exchanged pair. Original shipping and handling charges are non-refundable.

Manufacture Defects (if applicable)
Please contact us to return your shoes (following the same instructions and guidelines above) within one (1) year of the date of purchase. Upon receipt, the shoes will be inspected at our returns facility to determine the cause of the issue. If the issue is determined to be the result of a manufacturer’s defect (as opposed to, for example, normal wear and tear), we will process an exchange only (no refunds will be issued for defective shoes) according to the guidelines above. For more information regarding our manufacturer’s defect policy, please call us at (833) 763-2212, or contact us at info@traqshoes.com

Gifts
If your item was received as a gift when purchased and shipped directly to you, you can request to receive a gift store credit for the value of your return. Once the returned item is received and qualified to the above requirements and guidelines as above, a store credit will be issued to you.

If a gift store credit is not requested, unless otherwise specified exchanges will be processed to the original shipping address or refunds will be send to the original customer whom purchased the order.

Shipping
To return your product, you should mail your product to:

TRAQ by Alegria®
Attn: Returns Department
910 South Wanamaker Avenue
Ontario, CA 91761
USA


You will be responsible for paying for your own shipping costs for returning your item. Original shipping costs are non-refundable. If you receive a refund, the cost of return shipping will not be reimbursed.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

When shipping items back to our facilities, we recommend considering using a trackable shipping service or purchasing shipping insurance. We cannot guarantee the receipt of your returned item without tracking information.

Cancellations (if applicable)
Once orders have been placed and confirmed, we cannot guarantee a cancellation be processed. If you wish to cancel your order, please contact us directly at 1-833-763-2212 during our business hours, you must do so within 24 hours of your order being placed as most orders are processed and shipped within 2-3 business days. To cancel your order, please provide us with your Order Number, if your item has not processed to ship and left our facilities, the cancellation can be processed and we will issue you a full refund. Please allow 3-5 business days for your refund to reflect in your bank account.

If your order has been shipped but you still wish to cancel, please refer to our Returns & Exchanges policy for further instructions on how to proceed.