Welcome to Saucony Store’s FAQ section! We’re here to help you with any questions about our premium running shoes, shipping policies, and more. Below you’ll find answers to our most common inquiries to help you get back to what matters most – your running journey.
About Our Products
Q: What brands do you carry at Saucony Store?
A: We specialize in premium running shoe brands including Altra, BROOKS, Hoka, and of course our namesake Saucony. Each brand offers unique technologies to support different running styles and needs.
Q: What makes Saucony shoes special for runners?
A: Saucony shoes are designed with performance in mind, featuring innovative cushioning technologies, responsive midsoles, and durable outsoles. Whether you’re training for a marathon or enjoying casual runs, we have shoes to enhance your experience.
Q: How do I choose the right running shoe for my needs?
A: Consider your running style (neutral, overpronation, or underpronation), preferred cushioning level, and typical running surface. Our collection includes options for all types of runners, from road warriors to trail enthusiasts.
Ordering & Account
Q: How do I create an account on your website?
A: Simply click on “Sign Up” at the top of our homepage and follow the prompts. Having an account allows you to track orders, save preferences, and enjoy faster checkout.
Q: Can I modify or cancel my order after placing it?
A: We process orders quickly to get you running sooner. If you need to modify or cancel your order, please contact us immediately at [email protected] with your order number. We’ll do our best to accommodate your request if your order hasn’t entered the shipping process.
Q: What payment methods do you accept?
A: We accept Visa, MasterCard, JCB, and PayPal for secure and convenient checkout.
Shipping & Delivery
Q: Where do you ship from and to which countries?
A: We ship worldwide from our warehouse in Perkasie, Pennsylvania (excluding some remote areas and parts of Asia). During checkout, you’ll see if we can deliver to your location.
Q: What are my shipping options?
A: We offer two shipping methods:
- Standard Shipping ($12.95): 10-15 business days via DHL or FedEx with tracking
- Free Shipping: 15-25 business days via EMS for orders over $50
Q: How can I track my order?
A: You’ll receive a tracking number via email once your order ships. Click the tracking link in your email or enter the number on the carrier’s website for real-time updates.
Q: What if my package is delayed?
A: While we provide estimated delivery windows, occasional delays can occur due to customs processing or carrier issues. If your package is significantly delayed, contact us at [email protected] and we’ll investigate with the carrier.
Returns & Exchanges
Q: What is your return policy?
A: We offer a 15-day return window from the date of delivery. Items must be unworn, in original packaging with tags attached. We’ll issue a full refund to your original payment method once we receive and inspect the returned items.
Q: How do I initiate a return or exchange?
A: Email our customer service team at [email protected] with your order number and reason for return. We’ll provide return instructions and any necessary forms. Please note return shipping costs are the customer’s responsibility unless the item is defective or incorrect.
Q: How long does it take to process a refund?
A: After we receive your return, please allow 3-5 business days for inspection and processing. Refunds typically appear in your account within 5-10 business days, depending on your financial institution.
Customer Support
Q: How can I contact customer service?
A: Our dedicated team is available via email at [email protected]. We strive to respond to all inquiries within 24 hours during business days (Monday-Friday, 9am-5pm EST).
Q: Do you offer sizing advice?
A: Absolutely! While we provide detailed sizing charts for each model, we’re happy to offer personalized recommendations based on your measurements and running habits. Email us with your questions.
Didn’t find the answer you’re looking for? Our customer service team is ready to help at [email protected]. At Saucony Store, we’re committed to helping you find your perfect running companion – because we know every great run starts with the right shoes.
Happy running!
The Saucony Store Team