FAQ

Tracksmith is an independent running brand. We honor the Amateur Spirit upon which the sport was founded and champion the Running Class – the non-professional yet competitive runners dedicated to the pursuit of personal excellence. We offer well-considered and original products for training, racing and recovery. In everything we do, we aim to celebrate, support and add to running’s distinct culture.

Providing highly personalized customer service is our top priority. You can write to us at support@tracksmith.com or call us at (781) 235-0027. We are available Mon-Fri 9am-6pm EST. You can also visit us at our retail locations in Boston, New York, or London. You can also find us on Facebook, Twitter and Instagram. Take a minute to reach out - we’d love to hear from you. 

For press and media-related inquiries, please send a message to press@tracksmith.com.

If you have a question regarding job opportunities, please send a message to careers@tracksmith.com. Visit our career page for more information.

Our first retail store, The Trackhouse, is located at 285 Newbury Street in Boston. Please visit tracksmith.com/pages/trackhouse for more information. 

Our New York pop-up store is located at 63 N 3rd Street in Brooklyn and is open for the winter. See our New York page for more information about this pop-up store as well as information about our future permanent store in Brooklyn.

We are planning to open a London store in early 2023. You can view our London page for more information. 

Please visit our event calendar here.

If you have questions regarding our Twilight 5000, Amateur Mile, or other events, please contact our community team at community@tracksmith.com

They can help with event information, registration, scheduling, and more. 

Hare A.C. is a global community for runners and provides exclusive benefits, rewards, experiences, and innovative race challenges. An overview of the program is available at tracksmith.com/hare-ac.

Memberships are valid for 1 year after purchase. You can renew your annual membership here.

We offer group runs in select cities around the world. Currently, we have regular runs in Boston, New York, London, and Chicago. To view upcoming events, see our calendar. For more information about each run including the route planned, please view our Strava page.

If you would like to receive regular updates on community runs and events, please sign up for the community newsletter of interest.

As our Tracksmith community continues to grow, we also recommend signing up for our general Tracksmith newsletter to receive information on additional events in new locations.

For domestic orders within the US, you can start a return or exchange by visiting returns.tracksmith.com. You can exchange for a new item or return for a refund. Initially when you process a return, you will receive an instant credit which can be used to place a new order. Any unused portion of this instant credit will automatically be refunded to your original payment method as soon as we receive the returned item(s).

Shipping costs will not be transferred to instant credit voucher.

Shipping costs will not be refunded in the event of a return.

Please note that exchanges are only available once per purchase.

We do have gift returns available for US orders. After navigating to returns.tracksmith.com, please select "Returning a Gift" to return your item(s) for a gift card.

For international orders, you can process a return by visiting Global-E returns portal.

Due to system limitations, we do not have an exchange option available for international orders. Please place a new order for new items.

Items that are unworn, unwashed, and in undamaged condition are eligible for return within 30 days of purchase. The current exception is the Eliot Runner which is allowed to be returned within 100 miles or 30 days, whichever comes first. We cannot accept returns for items marked as final sale. If possible, please include the packing slip inside your return package for easy receiving. Returns must be initiated within 30 days of fulfillment.

Our holiday return period begins on  11/1 and runs until 12/25. All purchases made within that time period are eligible for return within 60 days of purchase. Purchases made after 12/25 are eligible for return within 30 days of purchase if unworn, unwashed, and undamaged.

Please Note: We are not able to accept returns or exchanges on sale items or items in our Archive. These line items will be denoted final sale at checkout.

For US customers who process returns at returns.tracksmith.com,

please allow 1 week to process the refund after your return is delivered.

For international customers who process returns through our Global-E returns portal.,

please allow 2 weeks to process the refund after your return is delivered. 

Please note that shipping costs from original order will not be refunded.

Once your refund is issued, it may take a few days to be reflected on your statement. If you have additional questions about a return or refund, please reach out to support@tracksmith.com for assistance.

Please write in to support@tracksmith.com with photos of your damaged/defected item and your order number to the Customer Service Team for assessment within 12 months from the date of purchase.

Faulty items can either be replaced or refunded based on the evaluation of the Customer Service Team. Faulty goods are classified as items that are received in damaged condition or develop a manufacturing defect. Items damaged through general wear and tear are not classified as faulty.

Please note that limitations apply based on, but not limited to, product availability, payment source, and region of purchase.

You can view which items have shipped by looking in your account order history here and finding the associated tracking number.

Unfortunately, we are not able to edit or cancel an order after it is placed. Please check your order carefully before placing your order.

Final-sale items such as Silver Medal Sale items are not eligible for return.

For non-sale items, you can return for free at returns.tracksmith.com for US orders and Global-E returns portal for international orders.

This is an error we have seen on occasion due to a warehouse change. Please do not pay the bill. Email us at support@tracksmith.com and we will resolve as quickly as possible.

Unfortunately, we are not able to make address changes after an order is placed, so please be sure your shipping address and method are correct before placing your order.

Once you place your order, we are not able to hold the shipment for later fulfillment. Orders are fulfilled as soon as possible after an order is placed. Orders may take up to 10 business days to be delivered after the order is placed. This includes fulfillment and shipping timelines. Please make sure you will be at the delivery address within the delivery timeline if you don't want your items delivered when you are away. 

If you have additional questions, please reach out to support@tracksmith.com for more information.

Tracksmith ships almost anywhere in the world. Please be sure to select the applicable country experience in the footer of our webpage. 

Please note that customs, duties, brokerage, and other fees are automatically applied at checkout to orders through international checkout. If your purchase is made through USA website to an international location and not through the applicable country experience, then additional duties, taxes, and fees will be charged at time of delivery by the carrier. These fees are the customer's responsibility and are required to be paid in order to release the package from customs.

If you don't see your country listed at checkout, send us a note at support@tracksmith.com.

Orders are typically shipped within 2 business days, but please allow up to 4 days due to order volume. The shipping timeline begins after an order has shipped. Carriers may experience unexpected delays, which may increase the quoted timeline for a package to be delivered.

For orders within the U.S., Tracksmith offers standard shipping of 3-7 business days. We also offer express and overnight service for domestic shipping of orders under $800. We try our best to expedite the processing of rush shipping, but please still allow for a full business day to process and ship out.

Please note that business days include Monday through Friday except holidays.

On occasion, the carrier marks the package as delivered before making the drop-off or the package gets accidentally delivered to a neighbor. Please allow 2 business days after tracking states delivered.
If it doesn't appear, please let us know and we can follow up with the carrier and potentially reship the order.

For international orders, Tracksmith offers DHL Shipping which delivers to most locations within 7 days of transit. Please be sure to select the applicable country experience in the footer of our webpage to limit delays with shipping.

Please note that these shipping timelines are only estimates; once an order leaves our fulfillment center, there may be carrier or customs delays that are outside of our control. Additionally, we are not able to make address changes after an order is placed, so please be sure your shipping address and method are correct before placing your order.

We do our best to restock products as fast as we can. It is typically on a seasonal basis. If we do not have an estimated restocking date for a particular product you can sign up to be notified when the item returns. To do so, please select the size and color of interest, then submit your email address in the Enter your email box right below the size selection. If you sign up to be notified, we will offer early access for you to purchase the product before it sells out again.

Unfortunately, some colors and styles may not be restocked if a limited edition item or a seasonal colorway. For these items, you can still sign up for notifications in case an item becomes available through returns. 

You can find our size chart by navigating to the webpage of your product of interest and selecting GUIDE located beside the size selection for the product you are viewing. Once the guide pops up, you can select Size Guide to view recommended body measurements for each size. We recommend using a tape measure to measure your waist, hip, etc, in order to find the size that best aligns with your body measurements. If you are between two sizes, we typically recommend selecting the larger size.

The Garment Measurements tab shows the dimensions of the garment and does not account for on-body stretch of the fabric. For objective measurements such as inseam, these garment measurements can be helpful. 

We’re happy to answer any questions regarding fit. Please write to us at support@tracksmith.com. 

We have many styles that feature phone pockets. You can view the "Features" tab on each product page to find out which pockets are offered for each style. Our phone pockets are designed to fit a standard phone measuring up to 6.06 inches diagonally.

The phone pocket is designed for a snug fit to prevent unwanted jostling of the phone during a run or other activity. Given the close fit, you may need to remove your phone case depending on how much this adds to the size of the phone. Once the case is removed if needed, you can insert the phone diagonally into the pocket and use the stretch of the fabric to ease the other end of the phone into the pocket until it is enclosed. Inserting diagonally allows the phone to fit into pockets with an opening that may be shorter than the full length of the phone. Please reach out to support@tracksmith.com with additional questions.

We’re happy to issue store credit for any price difference given that the order for the item(s) was placed within 7 days of the price change. Please email us at support@tracksmith.com with your order number and all details regarding your price adjustment request. 

We are pleased to offer our signature Van Cortlandt styles in youth sizes as part of our Turkey Trot collection. You can find garment measurements for each item by viewing the GUIDE located on the youth product page. You can compare our garment measurements to well-fitting items that you own to find the best fit. Based on customer feedback, our kid's Van Cortlandt styles may run slightly small and shorter in length, depending on desired fit. For this reason, we recommend sizing up if in between sizes, or for a more relaxed fit.

Crafting performance apparel for the competitive runner requires a relentless pursuit of the best materials and manufacturers. From our Massachusetts-made Varsity Cotton to our lightweight, Swiss-made Eliot Stretch fabric, we scour the globe for materials that perform for the garment’s specific function. Our factory relationships are critical - we work tirelessly to find the best global partners and push one another to deliver the highest quality product possible. We work closely with manufacturers in Europe (currently Poland and Portugal), Asia (currently China, Taiwan, Malaysia, and Vietnam) and North America (currently Canada and USA). We expect all our manufacturing partners to adhere to the highest supply chain standards and require adherence to our Code of Conduct as a prerequisite of doing business. This Code of Conduct requires a commitment to social responsibility (including fair wages and protection of workers’ rights), environmental responsibility and transparency. Our complete vendor code of conduct is available here. For more information on How We Work please visit this page or for questions please email lee@tracksmith.com.

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