As we continue to experience ongoing restrictions due to the COVID-19 pandemic, we want our customers to feel confident about their online shopping experience. That’s why we’re answering some of your most common questions, and hoping to give our customers peace-of-mind that shopping online with BlackToe Running has never been easier!
How do returns work?
Our regular return policy remains in place, so you can easily return any unused product (shoes can of course be tried on in the house, but not worn outside) within 14 days. Sale items are final sale, but we will exchange for another product if an item doesn’t work for you! No problem!
We’ll provide a prepaid shipping label for returns done through the mail, or we can accommodate curbside exchanges and returns. Prior to making a curbside exchange or return, please let us know in advance that you are coming. For exchanges, please let us know what you would like as a replacement. You can call us at 416-792-7223 or email firstname.lastname@example.org.
Can I try on shoes outside the store?
Shoe try-ons at the store (indoor or on the street) are not permitted under the current Ontario Covid restrictions. We have excellent virtual fitting services and an easy exchange process. We need to abide by this try-on policy to follow our current laws and restriction, and to help keep everyone in our community safe.
Are you open for in-store shopping?
As of right now, non-essential retail stores are only permitted for curbside pick-up and online shopping. We know, we know - we think we’re essential too! But until we’re back to in-store shopping, we’re available to support you online, by email and by phone to make your shopping experience the best it can be!
Do I have to book an appointment?
Curbside Pick-Up: you do not need to book an appointment as we will email you when your order is ready for pick-up.
Returns & Exchanges: prior to making a curbside exchange or return, please let us know in advance that you are coming. For exchanges, tell us what you would like as a replacement. You can call us at 416-792-7223 or email email@example.com for help deciding on the right replacement product.
When will my order be ready for pick-up?
Curbside pick-up orders are generally ready within a couple of hours during store hours. We will email you when it is ready. If you need urgent pick-up, no problem! Just call us at 416-792-7223 and we’ll work our magic. We can accommodate most requests for quick pickup, so long as it’s during our regular store hours.
How can I make sure I get the right size?
After 14 months of Covid restrictions, our team has developed a great processes for helping you find the right size during our virtual shoe fittings. If you simply need advice on sizing, call us anytime during our store hours. For a more detailed discussion, we recommend booking an online appointment with one of our experts! We use FaceTime, WhatsApp and Zoom to meet with you so that we can make as accurate a recommendation as possible.
And what if my shoes do not fit?
That’s easy! You can return them to the store for another size, or request a refund if they’re not the right pair for you. Our team is committed to helping you find the right shoes, and we want you in the best possible choice for your needs and goals. Please let us know if you ever have any issues - we are here to help!