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.
All returned socks/hosiery products, whether for refund or exchange must be in new, unworn condition, and in original packaged condition. For safety and hygienic reasons, we cannot accept socks that have been worn. All returned items 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
Once your return is received and inspected, as long as the item is still in new and unworn condition and received within your return window, you will be refunded the full purchase price and any applicable taxes. Any applicable 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.
Return on sale items
Only regular priced items may be refunded, unfortunately sale items cannot be refunded. Please note that for Last Call shoes and shoes sold to international customers, all sales are final - no returns, refunds or exchanges. There is no warranty, representation or promise, either express or implied, with respect to “last call” products, including, but not limited to, any warranty of merchantability or fitness for a particular purpose, and all such warranties are hereby disclaimed.
Buy One Get One Offers (if applicable)
Shoes purchased via the Buy One Get One promotion must be returned as a set (i.e., both pairs must be returned together) in order to receive a full refund back to the original payment method. If shoes purchased via the Buy One Get One promotion are returned separately, the customer will be entitled only to store credit or exchange up to the monetary value of that portion of the final sale price applicable to the returned item (e.g., if a customer purchases two pairs via the Buy One Get One promotion for a final sale price of $109.95, then returns only one pair, customer is entitled to a store credit/exchange valued up to $54.98). If the customer wishes to exchange the returned item for a shoe not part of the Buy One Get One promotion, customer will be responsible for the difference in final sale price.
Exchanges
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 cover freight charges incurred in sending you the exchanged pair (domestic shipments only). Any applicable original shipping and handling charges are non-refundable.
Please note after an exchange has been processed, customers will no longer be eligible for a refund on the exchanged item if exchange item cannot be returned to our facilities within 30 days of the original purchase date.
Manufacture Defects
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, Q-Chip issues, battery issues), 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 purchased through our website and was received as a gift, shipped directly to you, you can request to receive a gift store credit for the value of your return. We require the original order number or purchasers information to locate order information. 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:
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 shipping service with tracking or purchasing shipping insurance. We cannot guarantee the receipt of your returned item without tracking information.
Cancellations
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.
