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Return Policy

RETURN & EXCHANGE POLICY

We want every customer to be satisfied with their purchase.

If you are not completely satisfied with your order, please contact our customer service team before returning any item. We will help you find the best solution.

Return Policy

Return Period

You may request a return within 30 days after receiving your order.

To be eligible for a return, the item must meet the following conditions:

  • The product is unused and in original condition.

  • The product has not been washed or damaged.

  • The original packaging and accessories are included.

  • The product can be resold in normal condition.

Non-Returnable Items

For hygiene and customization reasons, the following items cannot be returned unless there is a manufacturing defect:

  • Customized jerseys with player name or number

  • Products with custom logos, badges, or special designs

  • Washed, worn, damaged, or altered products

Please carefully check your size and customization details before placing your order.

How to Return an Item

Before sending any item back, please contact our customer service team.

Please provide:

  • Order number

  • Reason for return

  • Photos of the product (if applicable)

After receiving return approval, we will provide the correct return instructions.

Items returned without prior communication may not be accepted.

Refund Process

Once we receive your returned item, our quality inspection team will check the product condition.

If the return is approved:

  • Your refund will be processed within 3-5 business days.

  • The refund will be issued to your original payment method.

Please note that original shipping fees and return shipping costs may not be refundable unless the item is defective or incorrect.

Exchange Policy

We accept exchanges for eligible items that:

  • Are not customized

  • Are unused

  • Are in original condition

Customers are responsible for the shipping costs for returning the original item and sending the replacement item.

Size Exchange

We recommend checking our size chart carefully before ordering.

If you choose the wrong size, you have two options:

Option 1:

Return the item to us for a size exchange.

The customer is responsible for return shipping costs.

Option 2:

For some orders, we may offer a faster replacement solution without requiring a return.

Additional shipping or replacement costs may apply depending on the order situation.

Please contact our customer service team for assistance.

Damaged or Incorrect Items

If you receive:

  • Wrong product

  • Wrong size caused by our mistake

  • Manufacturing defect

  • Damaged item during delivery

Please contact us within 7 days after receiving your order.

Please provide:

  • Order number

  • Photos/videos of the issue

After confirmation, we will provide a replacement or appropriate solution.

Contact Us

If you have any questions regarding returns or exchanges, please contact our customer service team.

We are always happy to help you.

What is neoprene?

Neoprene is a flexible, high-performance, and water-resistant synthetic materialknown for its durability and comfort. In StrideOn products, it acts like a lightweight, scuba-like fabric that’s built to move with you — whether you're commuting, traveling, or exploring the city.

Why does StrideOn use neoprene in its products?

We chose neoprene for its unique combination of strength, flexibility, and style. It’s water-resistant, easy to clean, and offers excellent shock absorption and cushioning, which helps protect your belongings and keeps you comfortable during long days on the go. Plus, its sleek, smooth texture gives StrideOn designs a sporty yet chic aesthetic.

Is neoprene waterproof?

Neoprene is water-resistant, meaning it can repel light moisture and spills, making it ideal for everyday use in unpredictable weather or urban environments. While it’s not fully submersible like a wetsuit, it performs exceptionally well against rain splashes, light rain, and accidental spills.

Is neoprene easy to clean?

Yes — one of the best things about neoprene is how low-maintenanceit is. Most dirt, dust, or light stains can be wiped away easily with a damp cloth and mild soap. Its smooth surface resists absorbing liquids, which helps it stay looking clean and fresh with minimal effort.

Does neoprene provide padding or protection for my belongings?

Absolutely. Neoprene has natural shock-absorbing and cushioning properties, which help protect your items inside StrideOn bags or cases. Whether it’s your laptop, tablet, or daily essentials, neoprene-lined compartments offer a soft yet secure fit that helps prevent bumps and scratches.

How does neoprene feel to the touch / against my skin?

Neoprene has a smooth, soft, and slightly luxe feelto it. It’s not rough or scratchy — instead, it offers a comfortable, flexible feel against your skin (in items like straps or inner linings) and gives StrideOn products a modern, athletic-meets-fashionable edge.

Do StrideOn shoes with neoprene or other materials provide arch support?

Yes, many StrideOn shoes, including those that may incorporate neoprene or other high-performance materials, are designed with ergonomic footbeds that offer excellent arch support. We understand the importance of proper foot alignment, especially for those who spend long hours on their feet or have specific comfort needs.

Our arch support featureshelp distribute weight evenly, reduce foot fatigue, and promote natural posture. Whether you're managing plantar fasciitis, standing all day, or simply looking for all-day comfort, our shoes are engineered to provide the stability and cushioning your arches need. For specific support levels, please refer to the product description or consult our customer service team to find the best match for your foot type.

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