Frequently Asked Questions

What are your delivery charges?

	Standard Shipping	Express Shipping
Orders under $200	$10	$20
Orders between $200 - $300	FREE	$15
Orders $300+	FREE	FREE

 

What is your Returns Policy?

At Pace Athletic, we are committed to ensuring that you have the best possible running experience, and we take great pride in our reputation for delivering high-quality products. If, for any reason, you are dissatisfied with your purchase, we are more than happy to assist you with a return. We offer three convenient options for returns:

1. Full refund: You can return the item(s) for a full refund, excluding the original shipping fee. We charge a $5 processing fee for all returns for a refund
2. Size exchange: If you need a different size in the same product, we offer a hassle-free exchange with a free label for return shipping.
3. Store credit: Alternatively, you can opt for a store credit, if you chose this option we will award you an additional 5% on top of the original item purchase value, which can be used towards future purchases on our platform.

To initiate a return, please ensure that the items are returned within 30 days of receipt and are in a resalable condition, meaning they should be unworn, unwashed, with tags still attached, and the soles free from dirt. You can start a return here at our RETURNS PORTAL.

While we strive to fulfil all size exchange requests, there may be instances where the desired size is unavailable. In such cases, we will gladly offer you a different product, store credit, or a full refund as suitable alternatives.

Please note that we are unable to accept returns or exchanges for items that have been customised unless they have been found to be faulty after a thorough examination by our Product Assessments team.

If you require any assistance or have further questions about our return process, we are here to ensure your satisfaction and make your experience with us as smooth as possible. Please don't hesitate to reach out to our dedicated customer support team by emailing info@paceathletic.com.

Can I return my online purchase in-store? 

You may return online purchases to your nearest Pace Athletic store. Please take the Tax Invoice and/or packing slip with you. Please note our refunds are processed via the payment method. E.g when you pay credit-card online, a refund will be placed back onto the same card used to pay (via our ecommerce payment system), There can be a small delay in processing times so please allow up to 7 days for the refund to be processed. 

How do I return my items by post? 
You can commence a return at your RETURNS PORTAL. If you need any further assistance please email our friendly team at info@paceathletic.com, we are here to help!

How Long Does it take to get a refund? 
We will process your refund as soon as your item/s have been examined by our online team and ensure they fit with our returns policy. Please allow up to 10 business days for this process, although it is almost always less. Once the return has been approved, it generally takes 1-2 days for the amount to appear with your financial institution 

I made an in-store purchase, can I return it by post? 

Item/s purchased in store must be returned to a Pace Athletic store and cannot be returned online or to our warehouse.

Are items in store the same price as on the site?
Yes, you can find all our items are the same price in store as on the website, if you find an item with a different price we will match it in store.

Do you have gift cards?

We do! You can view our range of both Physical and Digital Gift Cards at HERE

What is your loyalty program?

Unlock exclusive rewards by creating an account with us. With every purchase, you'll earn 1 point for every $1.00 spent. Boost your points by connecting with us on social media and referring friends. Redeem your points for exciting rewards or save them for a higher-value reward. Sign up now to start reaping the benefits!

Will you price match?

Pace Athletic gladly offers a price match policy, when the same shoe in your preferred size and color is available from an Australian competitor who is an authorised reseller of the product. We will not price match marketplace websites. 

Do you offer in store gait analysis?

We offer a comprehensive fitting service in store. We use a tablet and gait analysis app to record you as you run/walk, enabling us to provide you with appropriate shoe recommendations.

What is your process for warranties?

If you believe an item you have purchased from Pace Athletic is faulty, please follow the steps listed in our faulty policy below.

Please email info@paceathletic.com describing the fault. Kindly attach photos of the following; a close up of the fault and the size label. With faulty shoes, please include photos of the top of the shoes as well as the outsoles. We will lodge a warranty claim on your behalf with the appropriate brand.If the claim is approved we will assist you with either a replacement, store credit or refund.

I received the wrong products or incorrect quantities

If you have mistakenly received the incorrect order we will provide a free returns label to send the items back to us. Please contact our customer service team at info@pacethletic.com to assist you further.