BlackToe Running Frequently Asked Questions
Find answers to frequently asked questions about our products and services below. If you can't find the information you're looking for, please don't hesitate to reach out to our friendly team using the contact form below. We're always here to help you on your running journey!
Shipping at Race Pace is our motto and we always go for it! The vast majority of orders ship within one business day. That means your order has left our shop! How long it takes to arrive depends on the shipping option you choose. This means local deliveries can arrive same day via Mile 1 or Good Foot Delivery. Canada Post deliveries will take a little longer. Usually a few days to major centers. You will receive tracking info for your order via email or text. Please note that holidays can affect delivery times.
We ship to Canada and the USA only.
Yes, absolutely! We offer the option for in-store pickup at both of our locations. When placing your order on our website, you can choose the "Pick up" option during the checkout process. This allows you to conveniently collect your items from the store location of your choice. Once your order is ready for pickup, we'll notify you via email, and you can come by at your convenience to pick up your items. Our friendly staff will be ready to assist you and ensure a smooth pickup process.
We understand that circumstances may change, and you may need to modify or cancel your online order. We strive to accommodate such requests to the best of our ability. If you would like to change or cancel your online order, please follow the steps outlined below:
- Change an order: If you need to modify any details of your order, such as the item, size, or color, we recommend contacting us immediately on (416) 792-RACE (7223) or email@example.com. We will assist you in updating your order based on availability and any applicable policies.
- Cancel an order: If you wish to cancel your online order, please reach out to us on (416) 792-RACE (7223) or firstname.lastname@example.org as soon as possible. We will guide you through the cancellation process and provide any necessary instructions. It's important to note that orders can only be canceled before they are shipped. Once an order has been shipped, it cannot be canceled but can be returned or exchanged following our return/exchange policy.
To ensure a smooth and efficient process, please have your order details readily available when contacting our customer service team. This will help us quickly locate and assist you with your request.
We strive to provide exceptional customer service and will do our best to accommodate your needs. However, please note that order modifications or cancellations are subject to certain conditions and may not always be possible, especially if the order has already been processed or shipped. Rest assured that we will work with you to find the best solution available.
For further assistance or any additional questions regarding order changes or cancellations, please don't hesitate to contact us. We're here to help!
When you come to pick up your online order from our store, please make sure to bring the following items:
- Order Confirmation: It's essential to bring a copy of your order confirmation email or the order number associated with your purchase. This helps our staff locate your order quickly and ensures a smooth pickup process.
- Valid Identification: Please bring a valid government-issued identification document, such as a driver's license, passport, or ID card. We need to verify your identity to ensure that the order is released to the correct person.
If your order is delayed or goes missing during delivery, please rest assured that BlackToe Running will do its best to assist you in resolving the situation.
1. If your order is delayed during delivery: We recommend first checking the tracking information provided for your order. This will give you the most up-to-date status of your shipment and any relevant tracking updates. If you notice a significant delay or if the tracking information indicates an issue, we recommend contacting the shipping carrier directly to inquire about the status and potential resolution of the situation. They will have access to the most accurate and current information regarding your shipment. Please note that during holidays, shipping delays are very common.
2. If your order goes missing during delivery: It's crucial to take immediate action. Start by contacting the shipping carrier to report the issue and initiate an investigation. They will work to locate the package or provide further guidance on how to proceed. Additionally, please note that BlackToe Running will assist you in this process to the best of our ability, but we cannot guarantee the outcome as the resolution ultimately depends on the shipping carrier's investigation.
Please keep in mind that BlackToe Running is not responsible for incorrect shipping details entered during the order placement process, delivery errors by the shipping carrier, or doorstep theft once your order has been delivered. We encourage you to carefully review and verify your shipping information when placing your order and take appropriate measures to secure the delivery location.
If you require any further assistance or have specific concerns regarding the delayed or missing delivery of your order, please don't hesitate to contact our customer support team. We are here to help and will work with you and the shipping carrier to resolve the situation as efficiently as possible.
Absolutely! At BlackToe Running, we offer price matching to ensure you get the best deal on your desired product. If you find the exact same model and color of a product available at a lower price from a competitor, we'll be happy to match that price in-store.
Our price matching policy is designed to provide you with the best value and customer satisfaction. Simply bring in the advertisement or proof of the lower price, and our friendly staff will verify the details and apply the price match. If you find a lower every day or advertised price on an identical in-stock item (brand, size, model number, colour) currently offered at any local retail competitor's store or website (including shipping, handling and fees, if applicable), we will match their price. For more information or assistance with price matching, feel free to contact our knowledgeable support. We are here to help you get the product you want at a competitive price.
At BlackToe Running, we generally do not offer product holds or reservations. Our inventory is constantly changing, and we want to ensure that all customers have equal access to our products. However, we understand that there may be circumstances where an exchange is necessary, and exceptions can be made in those cases.
If you have already made a purchase and need to exchange it for a different size or color, we may be able to hold the desired item temporarily while you process the exchange. Please note that holding items for exchanges is subject to availability and our discretion. We recommend reaching out to our customer support team as soon as possible to discuss your specific situation and inquire about the possibility of holding the item for your exchange.
The return/exchange policy at BlackToe Running is designed to ensure a hassle-free experience for our customers. If you are, for any reason, unhappy with your purchase, we are glad to help. Please find all the updated information on our Returns & Exchanges page.
We honour all manufacturer warranties. Manufacturer warranties for shoes are one year or less from the date of purchase depending on the brand.
Please note that regular wear and tear does not constitute a defect. Shoes wear out but if there is a defect, we are here for you!
Unfortunately, we cannot accept returns for shoes that have been used outdoors. To ensure fairness and maintain hygiene standards, we can only process returns or exchanges for items that are in new, unworn, and unaltered condition, with all original tags and packaging intact.
If you have concerns about the fit or performance of the shoes, we recommend testing them indoors on a clean surface to ensure they meet your expectations before using them outdoors.
For returns that are shipped back to us, generally, refunds are processed within 2 business days of when they are received by us.
In-store returns are processed on the spot and the refund is sent back to the original payment method within 48 hours depending on the financial institution. In most cases, refunds are processed on the same day.
Yes, at BlackToe Running, we offer various training programs to support runners of all levels. We have a Run Club available at both of our locations, providing a supportive community environment where runners can connect, train together, and receive guidance from experienced coaches. Additionally, we have a designated Race Team for those interested in taking their running to the next level and participating in organized races.
For individuals seeking personalized training and coaching, we also offer private coaching options to help you reach your specific running goals. If you are interested in joining any of these programs, or if you would like to learn more about our community and our coaches visit our Training Programs page.
If you are interested in our Run Club, please visit our Running Program page, and choose the location most suitable to you. If you would prefer to sign up in store, you can visit either of our two locations and a staff member will be able to assist you in signing up.
BlackToe Running offers remote coaching services to support your running journey. Choose from our monthly plan or one-time purchase options.
- With our monthly coaching plan, you'll receive ongoing personalized training support. A dedicated running coach will work closely with you to develop a customized training program, set goals, and provide feedback to help you improve performance and achieve your running goals.
- If you prefer a more flexible option, our one-time option allows you to receive expert guidance on specific aspects of your running, such as training plans, race strategies, or injury prevention.
BlackToe Running is a Toronto-based running store that offers a wide selection of running shoes, nutrition products, and gear. With our team of expert staff, we provide personalized assistance to help you find the perfect products for your running needs. We're more than just a store - we're a community that supports and engages with runners of all levels. From organizing training programs and events to fostering a welcoming environment, we're here to help you achieve your running goals. Explore our store or website and experience our commitment to exceptional service and top-quality products as you embark on your running journey.
BlackToe Running has two convenient locations to serve you.
King West: Our King West store is situated at 95 Bathurst Street, located at the intersection of Bathurst Street and King Street.
Midtown: If you're in the Midtown area, you can visit our second location at 2488 Yonge Street, near the intersection of Yonge Street and Castlefield Avenue.
Whether you're exploring downtown Toronto or residing in the Midtown neighborhood, we have a store nearby to cater to your running needs. We can't wait to see you at one of our locations!
BlackToe Running King West (95 Bathurst Street):
- Monday-Friday: 11am - 7pm
- Saturday: 10am - 6pm
- Sunday: 11am - 5pm
BlackToe Running Midtown (2488 Yonge Street):
- Monday-Friday: 11am - 7pm
- Saturday: 10am - 6pm
- Sunday: 11am - 5pm
If you have any questions regarding your order, our products/programs, or our store, please do not hesitate to reach out to our dedicated customer support team. Visit the link below for our email and store phone numbers.
If your question was not answered, please do not hesitate to contact the dedicated customer support team at BlackToe Running.
We will get back to you promptly.