Shipping & Order Support

Questions about processing, tracking, pickup, carrier issues, or an order change? This page summarizes how we handle fulfillment and where to go for help.

Order processing

Most orders are processed within 1–3 business days, Monday through Friday, excluding holidays. Processing time is separate from carrier transit time. High order volume, inventory transfers between stores, holidays, weather, address verification, fraud review, or product availability can occasionally extend processing.

Shipping methods, rates, and tracking

Available shipping methods and charges are displayed at checkout. We may use USPS, UPS, FedEx, or another appropriate carrier depending on the destination, service, package, and fulfillment location. When tracking is available, it is generally sent after shipment.

Carrier delivery dates are estimates unless the selected service expressly provides a guaranteed delivery commitment.

Store pickup

Pickup may be offered at participating locations. Please wait for the ready-for-pickup confirmation before traveling to the store; online inventory availability does not necessarily mean the order has already been located, transferred, and prepared.

Order or address changes

If you notice an address or order error, contact us as soon as possible. We cannot guarantee a change once fulfillment has started. Additional shipping costs caused by an incorrect or incomplete address supplied by the customer may be the customer's responsibility where permitted by law.

Handling delays

If an order experiences an unusually long delay before leaving our control, please contact us. When appropriate, we may offer a customer-service courtesy such as a $20 gift card. A courtesy does not replace any rights or remedies available under applicable law.

Carrier delays, loss, damage, or theft

Once a carrier accepts a package, transportation is operated through that carrier's network and can be affected by weather, routing disruptions, holidays, address problems, emergencies, and other circumstances outside our control. If a shipment appears lost, damaged, stolen, or materially delayed, contact us. We can review the tracking and help determine the appropriate next step through Confluence Running, the carrier, Re:do protection when applicable, or another appropriate process.

Re:do package protection

Optional Re:do package protection may be offered at checkout. If selected for an order, qualifying lost, damaged, or stolen shipment claims are handled under the provider's current terms and claims process. Package protection is separate from merchandise return eligibility. Purchasing or declining optional protection does not eliminate rights that cannot be waived under applicable law.

Wrong, damaged, or incomplete orders

If we shipped the wrong product, something arrived damaged, an item is missing, or you believe merchandise is defective, contact us before starting an ordinary return so we can review it separately.

International orders

International orders may be subject to customs duties, tariffs, taxes, brokerage fees, or other destination-country charges. Unless checkout expressly states that those charges are included, they are the recipient's responsibility. Customs processing can also delay delivery.

Returns and exchanges

Return eligibility is governed by our Refund Policy and Returns & Exchanges page. In general, a refund to the original payment method requires merchandise to remain brand new and to have been tried only indoors on clean carpet. Merchandise used beyond that standard may instead qualify for an exchange if it otherwise meets the policy. Clearance and Final Sale merchandise is final sale except where applicable law provides otherwise.

Returns & ExchangesShipping PolicyHelp Center

Contact us

Email orders@confluencerunning.com or call 607-217-4155.