45 days to make sure it's the right fit

The fastest and easiest way to make a return or exchange is to visit us in person. Bring the item and your receipt or other proof of purchase. No appointment or return form needed. Our team will inspect the product and take care of you right there.

Tortoise & Hare Sports
17570 N 75th Ave, Suite 605
Glendale, AZ 85308

Monday–Friday

10:00 AM – 7:00 PM

Saturday

10:00 AM – 6:00 PM

Sunday

11:00 AM – 5:00 PM

If you can't make it to the store, please email info@tortoiseandharesports.com before mailing your return, and include:

• Your name
• Your order number
• The item you'd like to return
• The reason for the return or exchange

Once you receive instructions from our team, mail the item to:

Tortoise & Hare Sports – Returns
17570 N 75th Ave, Suite 605
Glendale, AZ 85308

Please package the item securely and use a shipping service with tracking. Tortoise & Hare Sports isn't responsible for return packages lost or damaged in transit.

Original and return shipping charges are nonrefundable unless the product was defective or we made an error fulfilling your order.

Please allow 5–7 business days after your return arrives for it to be inspected and processed. We'll email you once your return is complete.

The following items aren't eligible for a return or exchange:

• Merchandise returned more than 45 days after purchase
• Items marked "Final Sale"
• Gift cards
• Used nutrition, hydration, or personal-care products
• Worn socks, underwear, or other intimate apparel
• Products damaged through misuse, neglect, improper care, or normal wear and tear
• Merchandise without sufficient proof of purchase
• Items not originally purchased from Tortoise & Hare Sports

Any additional product-specific exclusions will be noted at the time of purchase or on the product page.

Electronics, including GPS watches, headphones, and similar products, must be returned within 45 days in new condition with their original packaging, accessories, cables, manuals, and other included materials.

Opened or used electronics may fall under the manufacturer's return or warranty policy and may not qualify for a store return.

If you think an item has a manufacturing defect, bring it to the store or email us at info@tortoiseandharesports.com. When emailing, please include:

• Your name and order number
• A description of the issue
• Photos clearly showing the product and the suspected defect

Our team will inspect the product and help determine whether it qualifies for a replacement, store credit, or a manufacturer warranty claim.

Normal wear and tear, accidental damage, improper use, and damage from improper care aren't considered manufacturing defects.

What a defect looks like

A manufacturing defect is a flaw in how the product was made, not a result of how or how much it was used. Defects usually show up early in a shoe's life, often within the first few weeks. Examples include:

• The sole or midsole separating from the upper
• Stitching or seams coming apart without rubbing or heavy use
• Eyelets or lace loops tearing out after light wear
• Glue failing, bubbling, or leaving gaps between layers
• One shoe breaking down noticeably faster or differently than the other
• Flaws that were there from the start, like uneven stitching, misaligned parts, or a mismatched pair

Worn out vs. defective

Every mile you log shows up in your shoes. Over time, cushioning softens, tread wears smooth, and uppers stretch or thin, especially if you're running or walking longer distances. That's not a defect. It's a sign your shoes did their job and helped carry you toward your goals.

Most running and walking shoes last about 300–500 miles, depending on your stride, your body, and where you train.

If your shoes are starting to feel flat or you're noticing new aches, stop by and let us take a look. We'll check the wear pattern with you, talk through how your miles have been feeling, and help you find your next pair. Taking care of your feet is what we're here for.

If your shoes are starting to feel flat or you're noticing new aches, stop by and let us take a look. We'll check the wear pattern with you, talk through how your miles have been feeling, and help you find your next pair. Taking care of your feet is what we're here for.

Approved refunds for new and unworn merchandise are issued to your original form of payment. Depending on your bank or credit card provider, it may take several additional business days for the refund to appear in your account.

If the original form of payment isn't available, we may issue store credit instead.

Exchanges depend on current product availability. If your preferred size, color, or style isn't available, our team can help you choose another product or issue store credit when appropriate.

For exchanges completed by mail, additional shipping charges may apply.

A receipt or order number is the best way for us to find and process your purchase.

No receipt? No problem, as long as we can find your purchase. When you shop with us, we ask for your name, email, phone number, and address so your purchases are saved to your customer profile. If the purchase shows up under your profile, it's verified and we can help with your return.

If the purchase isn't connected to a customer profile in our system, we can't verify it and are unable to accept the return. Sharing your contact details at checkout is the easiest way to make sure we can always look up your purchases.

Discounted merchandise follows our standard return policy unless it was marked "Final Sale" at the time of purchase.

Refunds and store credit are based on the amount you originally paid, not the product's current or full retail price.

Yes. Footwear with reasonable signs of use may be eligible for an exchange or store credit if returned within 45 days. Worn footwear isn't eligible for a refund to your original form of payment. Our team inspects every product before a return or exchange is approved.

The biggest clue is timing and pattern. Wear builds gradually with your miles. Defects usually show up early and in places that have nothing to do with how you run or walk.

Signs your shoes are worn out

• Cushioning feels flat, firm, or less springy than it used to
• Creases or wrinkles in the midsole foam, especially under the heel or forefoot
• Tread worn smooth where your foot lands and pushes off
• The heel counter feels soft or collapses when you press it
• Holes where your toes rub, or thinning fabric in the upper
• New aches in your feet, knees, or hips after familiar distances

Signs of a possible defect

• The sole separating from the upper early in the shoe's life
• Stitching or seams coming apart without rubbing or heavy use
• Eyelets or lace loops tearing out after a short time
• One shoe breaking down noticeably faster or differently than the other

Still not sure? Bring your shoes in. We'll look at them with you, talk through your mileage, and help figure out the best next step, whether that's a warranty claim or a fresh pair to keep you moving.

New and unworn means the product hasn't been used and is still in resellable condition, with its original packaging, tags, labels, accessories, and other included materials.

Trying shoes on indoors generally doesn't make them worn, as long as they stay clean and show no visible signs of use.

Yes, for a refund. The shoe box is part of the product, so new and unworn shoes need to come back in their original box to qualify for a full refund.

No box? No problem. We can still exchange your shoes, but we can't refund them.

If you're returning by mail, don't use the shoe box as the shipping container. Place it inside a separate shipping box or mailer so it arrives in good shape.

Visit the store or contact us, and we'll look you up by your name, email, phone number, or address. If the purchase is saved under your customer profile, we can verify it and help with your return, receipt or not.

If we can't find the purchase in our system, we're unable to verify it or accept the return. That's why we ask for your contact details when you check out.

Yes, unless the item was marked "Final Sale." Approved refunds or credit are based on the price you originally paid.

Yes. Eligible purchases from tortoiseandharesports.com can be returned at our Glendale store. Just bring the item and your order confirmation or order number.

Please contact us before shipping an in-store purchase. Our team will verify the transaction and send return instructions if the product is eligible.

Contact us as soon as possible at info@tortoiseandharesports.com or 623-792-7900. Please include your order number and photos of the product and shipping package. If we made an error or the item was damaged in transit, we'll make it right.