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Frequently Asked Questions

At Gazelle Sports, we strive to provide unparalleled customer service and exceptional standards. Our customer service team is dedicated to help your every need, please reach out to us if you have additional questions at 616-818-7913.


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 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 or UPS 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 3-4 business days. Please allow 7-10 days for delivery.

This does not apply to Club Uniform Orders. Please allow 4 weeks for Club Uniform orders to ship. For Club Uniform order information please visit our Gazelle Sports Soccer FAQ page.

I received a notification that my order was delivered, but I don’t have my package. What do I do?

All of our shipments (excluding gift cards) include tracking and delivery confirmation. If the tracking number confirms that the item has been delivered to your order address but you have not received your order, please contact the appropriate courier in order to investigate the issue.

We cannot be held accountable for packages where tracking information states the package has been delivered to your order address. Gazelle Sports reserves the right to decide whether to send replacement item(s) to you.

Gazelle Sports is not responsible for packages that are lost or damaged during transit.

What if I put in the wrong shipping address?

We will make every effort to cancel the order BEFORE it ships. Please email customercare@gazellesports.com as soon as possible so we can cancel the order and issue a refund, upon which we will instruct you to place a new order with the correct shipping address.
In the event that your order has already shipped, we ask that you retrieve the order and follow the return instructions located on our Returns/Exchange page to receive a refund.
If you cannot retrieve the order, a 50% refund will be issued. If you are seeking additional assistance, you are welcome to file a claim with your bank. Gazelle Sports will not be held accountable for packages where tracking information states the package has been delivered to the address entered by the customer upon ordering.

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 your order has yet to ship, we will cancel it and issue a refund. If your order has already shipped, you will need to follow the outlined return process once you receive it.

 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?

Yes, some items are available for store pickup at your local Gazelle Sports Location.

 How long do I have to return an online order?

Orders must be returned within 30 days of the purchase date to receive a refund.

What if the size I need isn't listed?

Unfortunately if the size is not listed, we do not have it in stock. If you are looking for a size for an exchange and it is not available, please follow the returns policy.


How do I return an item?

We want you to be 100% satisfied with every purchase, every time. Take 30 days to get out there and get moving. If it’s not making moving better and easier, please contact us by email customercare@gazellesports.com or by phone at your local Gazelle Sports.

To return an item in-store:
Bring your item into any Gazelle Sports within 30 days with your order confirmation and the original form of payment and our staff will process the return in-store.

To mail a return:
Pack the items you are returning along with a copy of the packing slip and your order number. Refunds cannot be processed without a packing slip or email confirmation."
Gazelle Sports
ATTN Customer Care
3930 28th St SE
Grand Rapids, MI 49512

If you are shipping shoes back to us, please do not use the shoe box as the shipping box - place the shoe box in an additional box (recycle the box it was shipped in, if you kept it!).

Is there a return fee?

Customers are responsible for the shipping costs on all returns. Please use a trackable courier for your return. We are not responsible for lost or damaged returns. Please note - shipping charges are non-refundable.

 How long does it take to process the return?

Once we receive your return, we will issue a refund to your original form of payment. Please allow 10-15 business days for your return to be processed.

Can I return an item if it’s been worn or tried on?

We want you to feel fabulous while you’re moving! Our Moving Matters Guarantee allows you up to 30 days to experience your new product(s). If at any point within that time frame you are not satisfied, please contact us for a return or exchange.

How do I return a gift?

If you would like to return a gift please contact our customer care team at customercare@gazellesports.com 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. You may also return a gift in store and the appropriate amount will be placed on a Gazelle Sports gift card.


 How do I exchange an item for another size?

To exchange an item, please contact returns@gazellesports.com with your order number and what you would like to exchange your current item for. If you do not know what you would like to exchange it for, we would be happy to make a recommendation for a new item(s).

Once the new order is confirmed we will email you a USPS - United States Postal Service return shipping label to send back your original order. Please follow the instructions enclosed in that email and print off the shipping label. Credit for the original order will be issued within 2-5 business days to the original payment method."

 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 item that has been worn, no longer has the box, or has a defect on it please notify our customer care team so they can make the appropriate notes.

Installments On Shop Pay

What does the option to pay with installments on Shop Pay mean?

When checking out with Shop Pay, you now have the option to pay now or later. Paying in installments on Shop Pay allows you to split your purchase amount into 4 equal, biweekly installment payments—with 0% interest, no hidden or late fees, and no impact on your credit score.* In some instances, your first payment is due when you make your purchase; otherwise, your first payment is due 2 weeks after your purchase.

Which payments methods are accepted if I use the option to pay in installments on Shop Pay?

The installments option on Shop Pay is available on debit and credit cards.

Which purchases can I pay in installments on?

Purchases between $50-1,000 of any product with the Shop Pay Installments option on the product page can be purchased using this payment method.

My installments payment using Shop Pay was rejected - why?

Eligibility for and approval of Shop Pay Installments is managed by Shop Pay and Affirm. Gazelle Sports has no control over this process, but you should receive an email from Affirm detailing why your payment was rejected.

What happens if I partially or fully cancel my order that was paid in installments?

If we process a refund, the refunded amount will be returned to your original payment method within 3-10 business days, and your balance will be updated.

If your refund is less than your total purchase balance, it might not lower your next payment. Instead, you can expect fewer payments, a smaller final payment, or both.

If your refund is more than your purchase balance, the difference will be returned to your original payment method within 3-10 business days.

I have more questions

For questions about installment payments on Shop Pay, visit shop.affirm.com/help. For questions about Shop Pay or the Shop App, visit shop.app/help/shop-pay.


Do you offer training programs?

We are not currently running training programs through our store locations. We are offering community runs to support you, wherever you are on your running journey! Find your Gazelle Sports location here and you can see what they have to offer!

 Do you have free weekly runs?

Our free weekly run offerings currently vary by location.

Find your Gazelle Sports location here and you can see what they have to offer!

 Do you sponsor local events?

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


 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 all of our staff are 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.It might also help to bring in your favorite socks for a familiar fit, but we do have try-on socks available.

Come dressed as you are! Our staff will simply have you roll up your pant legs, slide off your shoes and take a brief walk or run to observe how your feet and body move together. We’ll also measure your feet.

Next, our staff will select shoes for you to try on. You can walk, run, jump -do what you need to do to get a good feel for the shoes and make your selection!

Why did you cancel my order?

We're authorized to sell our vendor partner's products to end users. We reserve the right to cancel any orders that we believe are being purchased for reselling.