Gazelle Sports FAQ

Shipping

Do I get free shipping?

If the order is over $100, congratulations, you qualify for free shipping! *

* Free shipping is through the United States Postal Service First Class Package or Priority Mail. We reserve the right to to change our free shipping policy at any time without notice.

What if my order is less than $100? How much is shipping?

If your order is less than $100 the shipping cost is $7.95. **

** We reserve the right to to change our shipping cost at any time without notice.

What is “Flat Rate Fixed Shipping”?

All orders are shipped via the United States Postal Service and are either shipped First Class Package or Priority Mail, with the exception of gift cards which are shipped First Class Letter.

How long before my order ships?

Most orders ship within 2 business days, however it can take up to 7 business days for the order to process. If this is the case with your order you will be notified via email.
THIS DOES NOT APPLY TO CLUB UNIFORM ORDERS. Please allow 4 weeks for Club Uniform orders to ship. If you have other questions regarding your club uniform order please visit the Team Gazelle FAQ page: http://gazellesports.com/club/faq

What if I put in the wrong shipping address?

We are here to help! If you put in the wrong shipping address please notify our customer care team at customercare@gazellesports.com as soon as possible so we can update that on your order. Be sure to include your order number in the email. We will make every effort to correct this before it ships, but cannot guarantee anything that we catch it in time. So please notify us as soon as possible or double check your information before submitting the order.

Can I cancel my order?

You may contact customer care at 616.818.7913 or customercare@gazellesports.com with your order number and request to cancel your order. If it has not shipped yet we will cancel and refund your order.

Why am I being sent multiple tracking numbers?

Multiple item orders can ship from different locations resulting in multiple tracking numbers.

Can I have the order sent to a store for pickup?

Unfortunately, we are not yet set up to send product for online orders to a store for pickup.

Returns

How do returns work?

There are two ways to return your online order.

If you are local bring your item into any Gazelle Sports location and have your order confirmation email and the card used for purchase. Our staff will help you process the return in-store.

You are responsible for the shipping cost to mail back your order to us. Please ship the order back to:
Gazelle Sports
ATTN Ecommerce Returns
5311 36th St SE
Grand Rapids, MI 49512

    • Please use the box it was shipped in if possible. If this box is no longer available any other box will do.
      • We do ask that you please do not ship just the shoe box back to us taped up, please put the shoebox inside another box.
      • Write the order number on the outside of the box.
      • Include a copy of the order confirmation email or packing slip.

How long do I have to return an online order?

Orders must be returned within 90 days of the purchase date to receive a refund via the original form of payment.

How long does it take for the refund to be processed?

As long as the order contains a copy of the order confirmation email or packing slip we will be able to process the refund within 24 to 48 hours of receiving the return package. You will receive an email confirmation once the refund has been issued.

Please note that bank processing times vary. Once we have issued the refund it is up to the bank to accept the funds. If you have questions as to why the refund is not showing on your account please call your bank first.

Can I return running shoes that have been worn if they aren’t working out?

We want you to feel fabulous while you’re moving! If you tried out your shoes and they weren’t gelling with your feet give us a call or send us a note to explain what’s wrong. Our team will work with you to figure out the best way to move forward.

Why wasn’t I refunded the shipping?

Unfortunately, shipping charges are not refundable on returned items.

How do I return a gift?

If you would like to return a gift please contact our customer care team so they can get a return label to you for the return. Once the item is received we will issue the refund to the gift giver’s card.

Exchanges

How do I exchange an item for another size?

In order to exchange an item we ask that you go back to gazellesports.com and place a new order for the size you need. Then contact our customer care team and let them know your original order number and the one you just placed. Our team will send you a prepaid return shipping label for the original order.

What if the size I need isn’t listed?

We are so sorry, if the size you need isn’t listed we don’t have it in stock. You’re welcome to check with our customer care team to see if this item will be re-stocked, otherwise please follow the returns policy.

How do I exchange a gift?

If you need to exchange an item that was a gift please place a new order with your own form of payment for the item you are exchanging. We will refund your payment after we receive the item you are exchanging, please note your new order number with your form of payment on your original order confirmation.

What do I need to send back in my exchange?

Please include a copy of the original order confirmation email or receipt when you return the item and write the new order number on the slip.
Please note: If you are returning an exchange item that has been worn outside, no longer has the box, or has a defect on it please notify our customer care team so they can make the appropriate notes.

Community Outreach

Do you offer training programs?

We do offer training programs! Please read more about them here: http://gazellesports.com/wp/training-programs/ and if you have further questions don’t hesitate to contact the location you would like to sign up at for further questions.

Store Contacts for Training Programs

Do you have free weekly runs?

We do have free weekly runs at specific locations.  You can find out more about these here.

Do you sponsor local events?

Yes – please contact your local store to inquire about event sponsorship.

About our stores

I’d like to come in to get fitted for a pair of shoes. What do I need to know?

When you visit any of our locations our staff are all trained to fit customers for shoes! If you can bring the shoes you are currently running or walking in with you this will help our staff see what you currently use and what might need to be changed for a better fit.

You do not need to wear athletic clothes for this, our staff will simply have  you roll up your pants, take off your shoes, and walk or jog a few feet so they can see how your feet move.

Lastly you’ll get to try on shoes and walk around in them. We will help you until you find the pair that feels right!

Do you offer private gait analysis appointments?

Please call the location you’d like to visit for a gait analysis.