Refund policy
Returns: We accept returns. Returns must be sent back to Off The Runway within 10 days of customer receiving their delivery. Returns must be sent back in a new/unused condition, with original box, tags/stickers still attached and in a smoke free condition. Customers are responsible for any return shipping and packaging costs. Due to our commitment to offering highly discounted prices year-round, we are unable to cover the cost of return shipping. OTR is not responsible for any lost or stolen packages. OTR holds the right to not issue a refund if the returned items aren't received or are received back in a used/ damaged condition. We strongly recommend getting tracking for any return shipments and packaging your returns appropriately. To get a refund please scroll down to “start my return” for return instructions.
Exchanges on Shipped Orders: At this time we do not offer exchanges on shipped orders
Returns & Exchanges for Local Curbside Pickup / Pay Cash Customers: Local customers have the option to return or exchange for an item of equal value within 10 days of receiving their curbside pickup order. If the customer would like to exchange an item for one of greater value, the customer would pay the difference in cost. The difference should be paid in cash at your scheduled exchange time. Returns & Exchanges must be returned in a new/unused condition, with original box, tags/stickers still attached and in a smoke free condition. Please scroll down to “Start my return or exchange” for instructions.
Local Curbside Pickup orders that would like to get their exchange shipped:
For shipped exchanges the buyer is responsible for any shipping and packaging costs (to Off The Runway and back to customer) Shipping and packaging costs will be deducted one time from buyers original payment method or will be invoiced thru PayPal if the customer paid cash at time of original purchase. Off The Runway will not ship out a replacement/exchange until we receive all shipping/packaging costs and the original item/s are received back in a new/unused condition, in original box, with tags/stickers still attached and in a smoke free condition. OTR is not responsible for any lost or stolen packages. OTR holds the right to not issue an exchange if the returned items aren't received or are received back in a used/ damaged condition. We strongly recommend getting tracking for any return shipments and packaging your exchanges appropriately. Please scroll down to “Start my return or exchange” for exchange instructions.
All Exchanges can only be made for items already in stock. No special orders.
Please refer to our size charts and read the items description before ordering to ensure you won’t need to exchange. Reviews are also helpful when deciding what will be your best fit.
Our Bearpaw Sizing Cheat Sheet-
For all Sandals- We recommend sizing up 1 size
Bearpaw Boots are made to stretch over time to mold your foot. At Off The Runway we feel they are true to size. If you’re a half size please size up! Bearpaw Boots aren't made in half sizes!
Example- If you’re a 6.5 size up to a 7
START MY RETURN OR EXCHANGE-
Email with REFUND OR EXCHANGE in subject line to
support@offtherunwayshop.com
In your email please provide your order number, name, date of purchase, and your reason for wanting a refund or exchange.
If you’d like to do an exchange please provide the item you’d like to exchange and what you’d like to exchange it for. Size, color etc.
If your original order was placed as curbside pickup and you’d like your exchange to be shipped to you, please mention this in your email and include the following -
Your shipping address, and how you would like to pay for shipping/packaging costs (there and back). If you paid cash for your original purchase please provide your PayPal so you can be invoiced for the cost to ship your exchange. This payment must be sent as friends and family so Off The Runway isn't paying PayPal service fees. Someone will contact you shortly to begin your refund/exchange.