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, Israel, Hong Kong, Malaysia, the Philippines.
As fast as we can.
Before you check out, you will be told how long your On products will take to get to you – from overnight to 2-6 days. We’ll also give you all the tracking information so you’re kept in the loop.
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. At the moment, we ship to over 50 countries, but if yours is one of the few we don’t ship to yet, just use the “find a dealer” function on our page, or simply get in touch.
What do I need to know if I have to return my On products
Easy. No, really.
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: Hong Kong, India, Indonesia, Israel, Malaysia, Mexico, New Zealand, Philippines, Singapore, South Korea, Taiwan or Thailand. Please note that expedited shipping will not be refunded in case of returns/exchanges. Just one thing, you will need to do this within 30 days of receiving them. Needless to say, you’ll need to return them to us in their original condition and packaging, too. If you have any questions about how to return your Ons please reach out to [email protected], [email protected], [email protected] or [email protected]
Exchange or refund.
Wrong size/color/model? No problem, just send the product back to us within 30 days of receiving it. As long as they’re still ‘as-new’ we’ll exchange them for what you want. Money back? We know how it is. Again, just send back your product within 30 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. For even more information around exchanges and returns, see the documents that come with your order, or contact us [email protected]
Repack + return number = done.
For returning items, simply head to www.on-running.com/returns 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 “Returns 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!
Purchases from events.
Again, we’re here for you. You can exchange or return your On products within 30 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 protected]
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 here: https://customer-service.on-running.com/en-us/warranty_claims/new