Return & Repairs
The Latest update:
Due to the pandemic, we are extending our return policy from 30 days to 90 days. If 90 days have gone by since your purchase, unfortunately we can't offer you a refund or exchange.
We can't cancel an order that has been ship out. Please verify your order confirmation and let us know if any problem within 24 hrs after purchase.
We can resend the goods once if arrive with damaged or unhappy with our product. We may not respond on damaged by used or out of date warranty (30 days after receive an item(s)
We're assured that you'll certainly be satisfied with your purchase from our store because each and every item is inspected and tested for quality manually. Though we agree that not all customers are the same and each one is unique, so we are flexible to fulfill your specific needs. Client care and services are our main concerns.
- Receiving your order is assured! In case your package is missing or lost, we're going to ship another one and we'll pay for the cost.
- We accept Credit card payments and Paypal only when ordering on the website. For wholesales, we accept Bank transfers and money orders.
- All orders are shipped out of our warehouse in China straight to your door, you should always receive an order confirmation and tracking number by email. You can then follow the tracking updates to keep up to date with your shipment. Kindly allow up to 10 days after shipment before contacting regarding a shipment's status. Always make sure your shipping details (Address and phone number mainly) are correct, we aren't responsible for reshipping if the address provided was wrong. We won't guarantee there will be no import taxes, that is not our responsibility, it's the buyer.
For some reason, if you're not happy with your order, make sure to let us know right away, so we can work things out.
We shall offer you directions on returning your item(s). For a refund, you need to return your order within 3 days after receiving it. You have to ship back your package via courier, in your own expenses, and email us the tracking number and order reference to apply for a refund. Refunds are made to the same Credit Card used for payment and could process for up to 7 working days after we get back the returned goods and inspect for any damages.
Arrive by Damaged, Unhappy in product
Please send the picture of any damaged on our product by contacting us, we can make one time resend for you if the product arrives with the wrong size or damaged.
Receive the difference size as order (size is not matching to order)
If you've received the incorrect size according to your order. Please send a picture of shoe tongue by email at firstname.lastname@example.org. We can resend the correct size to you for free if our mistake.
Receive the correct size as ordered but not fit, smaller or bigger
Because our measurement and size chart isn’t the same usual. Maybe some order has purchased by mistake from the customer. So, you can exchange goods by return your product or request re-order with a special discount 20% OFF and get the refund 50% for original order with no return.
According to our past experience for return and exchange on an international country, the shipping cost is too high for a customer. So, we suggest you re-order with no return by following the instruction below
How to renew order with 20% off and get back 50% refund to the original order.
- Email us and inform your order number at email@example.com (from order confirmation email)
- Inform your reason and request the unique re-order code (We may request the picture or more information about your order)
- Visit our website at https://ultratrailnext.com/
- Renew order with correct size and colors as you wish.
- Insert 20% OFF code for a new order (Apply the code before checkout)
- Inform your order new number (from order confirmation email) when you've completed your purchase by email to firstname.lastname@example.org
- After we've received your new order notification. We'll send 50% refund for original order within 48 hrs.
- Wait for a new pair! Done.
Return & Exchange or Refund
Please inform your replacement size that you need to exchange and follow the return step.
(Size exchange requests that differ by more than 2 sizes from the original size ordered will be considered a customer-input error and will not be eligible for exchange)
Please return the product to our destination by lowest cost carrier then inform your tracking number to us. After we check your tracking number, we’ll ship the exchange item or refund as request within 5-7 days of the process.
Please note: We can't offer the full refund for used items, damaged after 30 days use, If you used our items or we found the bad conditions on our products by customer, you can't request the refund from us. We just only respond to these issues by sending the replacement item depended on our consider.
Return Shipping Address Destination
Ultra Trail Next Warehouse
Putian, Fujian, China
zip code 351100
phone number +8615860021907
Refund shipping refund (Available on some countries)
The shipping cost will pay by you. but don't worry, you can get the return shipping refund from Paypal.
Please follow this instruction https://www.paypal.com/us/webapps/mpp/returns
For any questions or for shipping inquiries and tracking updates - please let us know directly at these support channels below. We can respond to all forms of contact in under 24 hours on weekdays.
Customer Service Hours:
Monday - Friday
7 am - 6 pm EST
EMAIL : email@example.com