FAQs

Providing highly personalized customer service is our top priority. You can write to us at support@tracksmith.com, call us at (781) 235-0027, or chat with us using that button hovering at the bottom of your screen. We are available Mon-Fri 10am-6pm EST. You can also visit us at the Trackhouse, 285 Newbury Street in Boston. You can also find us on Facebook, Twitter and Instagram. Take a minute to reach out - we’d love to hear from you. 

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.

Digital gift cards are available here for US customers. These are delivered by email to the purchasers' email address shortly after checkout. 

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.

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.

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.

Items that are unworn, unwashed, and in undamaged condition are eligible for return. We cannot accept returns for items marked as final sale. If possible, please include packing slip inside 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 until 1/16 accordingly. Purchases made after 12/25 are eligible for return within 30 days of purchase if unworn, unwashed, and undamaged.

Damaged or defective items in your order?

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.

For domestic orders within the US, You can start a return or exchange by visiting returns.tracksmith.com. Please note that exchanges and instant credit can only be used once per purchase.

For international orders, you can start by visiting https://tracksmith.intelligentreturns.net.

Our time to process and fulfill orders can be up to 4 business days due to order volume and COVID-19 restrictions. Shipping timelines begin after the fulfillment period ends. Due to complications related to COVID-19, please note that all carriers are experiencing potentially unexpected delays, which may increase the quoted timeline to receiving a package.

For orders within the U.S., Tracksmith offers USPS First Class as well as FedEx services. With current challenges presented by COVID-19, we have seen USPS and FedEx Home Delivery take 7-10 days to reach its destination. Recently, we have been seeing better transit times with USPS over FedEx Home Delivery to the West Coast.

We also offer 2-Day and Overnight service for domestic shipping through FedEx. We try our best to expediting processing of rush shipping, but please still allow for a full business day to process and ship out. Please note that at this time, we are unable to offer Saturday delivery and both of these express shipping options are based on business days.

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 Options, which arrives at 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 an estimate and that once an order leaves our fulfillment center, there may be carrier or customs delays that are outside our control. Additionally, we are not always able to make address changes after an order is placed, so please be sure your shipping address and method is correct before placing your order.

Exact costs depend on order destination and service level.  If you would like to get an exact estimate, please build your cart and begin checking out. You may choose your shipping service level and we will provide a quote based on your specifications. 

For international orders, please select the applicable country experience in the footer of the webpage in order to see the appropriate currency, duties, taxes, and shipping rates for your destination; This will display all costs at checkout and would not require additional payments for delivery. 

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.

Within each product page on our site we have provided fit guidelines based on the piece’s garment measurements (note: these are not on-body measurements). We’re happy to answer any questions regarding fit. Please write to us at support@tracksmith.com. 

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 choose to be notified by clicking the "Notify Me" link right below the purchase button. If you sign up to be notified, we will offer early access for you to purchase product before it sells out again.

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.

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

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