We Guarantee Your Satisfaction
We really love the shoes, apparel and necessities we stock here at the Ultra Running Company, and think you will, too. We tend to spend a lot of time with folks talking through the benefits and constraints of each product we sell, and want to ensure our customers have the opportunity to learn everything they can before they buy a product. We truly think of ourselves as resources, and take a lot of pride in having first-hand knowledge of virtually every product in the store. We don't think you'll find that at many other stores, specialty running or otherwise.
With that said, the inernet is not our brick & mortar home. There are certain things we can’t do online that we can do in person, so our Satisfaction Guarantee does vary slightly between the good folks giving us a shot on the internet and those who walk in the door here in Charlotte. One of the benefits to purchasing product (especially shoes) locally is that you can try them on before you buy them, and the local store will help you make sure the fit and sizing is correct for your individual goals. Our first recommendation is always to purchase from a local run specialty retailer - if they’re locally owned they’re probably in business because they love what they do and want to help you out as well. If they’re part of a chain, our experience is they are less likely to have a clue what they’re talking about, but at least you’ll walk out in a shoe that fits you the first time. So go local first. We’re totally cool with that, but we’re also here if local just isn’t an option for you or you’re more confident that you know what you’re getting into.
We're confident you will love your shoes as much as we do. If you don't, please feel free to return them in “like new” condition in their original packaging for an exchange or full refund of the product price paid.
Our SouthEnd, Charlotte location is also home to our "Outlet Center". This is where we take past season products and offer really solid in-store discounts. Products purchased from the "Outlet" section of our store are sold "as-is", and returns will not be accepted. Listen - these products are fantastic and we love them, but we really don't want them around any more. Which is why we discount them so heavily. We'll still give you all the great service you expect and make sure you walk out in fantastic products that are appropriate for you, but once you walk out, it's on you. There are signs reflecting this in the store, so this is the point where personal responsibility comes in. You're a big kid.
That's it. That's all of it.
The Fine Print:
There really isn't much. We hope the warranty above is clear. With that said, we depend on our customers to deal with us in an honest manner and treat us with the respect and dignity we have worked hard to provide every person who walks through our doors. We are committed to honoring our warranty, and appreciate you having the confidence to purchase product from us.
For those of you who like details and clarity, here are a couple of situations we can imagine that would make us question having such an inclusive policy:
- Returning shoes months later: The shoe industry operates on seasons, and last season's shoes are a pretty tough sell at retail. So if you buy shoes and return them after a long period of time - even if you put them in your closet and don't wear them in the interim - we're pretty much eating the cost of those shoes. Just something to think about. Don't be evil.
- Returning shoes after you have run significant mileage in them: Look, it doesn't take 100 miles to tell if a shoe fits you. It generally takes one. Maybe a few more than that if you're really not sure. We generally mark down gently used shoes and offer them to customers in an attempt to recoup some of our investment, and if you tear the heck out of them we don't have that opportunity. Don't take advantage of our desire to treat you well.
- Returning shoes trashed: Let's face it - if you return a shoe that has been on a mud run or chewed on by your pet, our vendors aren't going to be taking that shoe back. We take full responsibility for a shoe fitting and performing properly, but not for your ability to clean it up after your test run or keeping it out of the mouth of an overzealous dog. Don't be ridiculous.
- Returning shoes from our Outlet section: OK, this is important, so we're going to say it AGAIN: We maintain an "outlet" section at our SouthEnd location. This is where we bring all of our past season shoes and clothes, and we pretty much fire sale them. If you find something that works, for you, its an awesome deal. If they don't work for you, cool - we'd love to find some current generation shoes and clothes that are the perfect fit. Either way, they're here and *very* inexpensive because we don't want them any more. No returns. Hard stop. Please just...don't.
In these cases, we reserve the right to offer store credit only or refuse the return altogether. We may have the most comprehensive return policy in the industry, but we are human and don't particularly enjoy being taken advantage of. So be cool, OK? It's better for all of us.
In general, we believe that by supporting in the heck out of our customers and treating them fairly, we'll be around for a long, long time. We appreciate your help in ensuring this is a mutually respectful environment, and look forward to continuing the most comprehensive guarantee in the industry.