We want you to feel confident ordering from ENROUTE.RUN. If something isn’t right, we’ll work with you to resolve it quickly and fairly.
Online Purchases
Returns must be initiated within 14 days of delivery.
In-Store Purchases
Items purchased in-store may be returned within 7 days of purchase.
Items must be returned in unused and resalable condition with original tags and packaging.
To qualify for a return, items must be:
• Unworn
• Unwashed
• In original condition
• With all tags attached
• Returned in original packaging
• Accompanied by proof of purchase
Items showing signs of wear, washing, damage, fragrance, or misuse will not be accepted.
Running shoes must be returned in new condition.
Shoes that have been:
• Worn outdoors
• Used for training
• Showing visible wear
are not eligible for return.
We recommend trying shoes indoors on a clean surface before deciding to keep them.
Approved returns are subject to the following:
Return Shipping Label
$20 CAD
Restocking Fee (refunds only)
3% of the purchase price
Customers may alternatively choose store credit (gift card) for the full order value with no restocking fee.
Items discounted 5–19%
• Eligible for store credit only
Items discounted 20% or more
• Final sale
Sale discounts include promotional codes such as email sign-up discounts or promotional campaigns.
The following items cannot be returned or exchanged:
• International and U.S. orders
• Socks
• Sports bras and undergarments
• Headwear
• Gloves
• Nutrition products
• Water bottles
• Items discounted 20% or more
• Items purchased during clearance or sale events
Please review your order carefully before completing your purchase.
Orders shipped outside Canada, including the United States, are final sale.
Returns are accepted within Canada only.
Customers are responsible for any customs duties, brokerage fees, taxes, or import charges associated with international shipments.
Returns can be completed free of charge at our retail location:
ENROUTE.RUN
#110 – 6699 River Road
Richmond, BC
Canada
In-store returns avoid return shipping fees.
Orders may be cancelled before shipment only.
Approved cancellations are subject to a 3% cancellation fee to cover non-refundable credit card processing costs.
Once an order has shipped, it cannot be cancelled.
Cancellation requests should be sent to:
If your item arrives damaged, defective, or incorrect, contact us immediately.
Email:
Please include:
• Order number
• Photos of the issue
Our team will resolve the matter as quickly as possible.
Returns must be initiated through your customer account:
account.enroute.run
Please include:
• Order number
• Item(s) being returned
• Reason for return
Returns sent without authorization may not be accepted.
Returns are typically processed within 5–7 business days after the return is received.
If approved, refunds will be issued to the original payment method.
Please allow 5–10 business days for the refund to appear depending on your financial institution.
Once an order has been shipped and accepted by the shipping carrier, delivery responsibility transfers to the carrier.
If tracking shows the package as delivered, ENROUTE.RUN cannot guarantee replacement or refund for lost or stolen packages.
Customers are encouraged to contact the shipping carrier directly to initiate a delivery investigation.
ENROUTE.RUN reserves the right to cancel or hold any order that appears fraudulent or high-risk based on payment verification, shipping address discrepancies, or fraud detection tools.
Additional identification or payment verification may be requested before an order is processed.
Orders flagged as fraudulent may be cancelled and refunded at our discretion.
To protect against misuse of our return policy, ENROUTE.RUN reserves the right to refuse returns, restrict return privileges, or close accounts that demonstrate patterns of excessive returns, worn merchandise returns, or policy abuse.
Product images, colors, and materials displayed on our website may vary slightly due to monitor settings, lighting, and manufacturer updates.
Minor variations in appearance, packaging, or manufacturer specifications do not constitute defects or incorrect items.