Shipping Policy

When will my order arrive?
In-stock items will ship within 2 business days. Once your order has shipped, the carrier’s delivery timeframe begins. UPS does not provide delivery services on weekends or holidays.

UPS Ground – Delivered 2–5 business days after shipping
UPS 2-Day Air – Delivered 2 business days after shipping
UPS Next Day Air – Delivered 1 business day after shipping
USPS (for P.O. Boxes, Alaska, Hawaii, other U.S. territories, and APO/FPO addresses) – Delivered 2–7 business days after shipping
Once your order has shipped, you will receive a shipping confirmation email containing tracking information. For more details regarding shipping rates and information, please click here.

How can I find out when my order will be delivered?
Once your order has shipped, you will receive a shipping confirmation email containing tracking information. If your order is shipped in multiple packages, you will receive a separate shipping confirmation email for each package.

Additionally, you can track your order by logging into your account or by providing your order number, billing last name, and shipping zip code here.

My order shows as “Delivered,” but I can’t find it. Can you help?
If your tracking information indicates that your package has been delivered, but you cannot locate it:

Please check your order details or shipping confirmation email to verify that the shipping address listed is correct.
Please allow the full estimated delivery time to elapse. A package may show a “Delivered” status up to 2 business days before it actually arrives.
Still haven’t received your order? Please report a delivery issue here.
Why was my order shipped in multiple packages?
Since we operate multiple warehouses, orders containing multiple items may ship from different locations. If your order is split into multiple packages, you will receive a separate tracking email for each package.

I can’t find my shipping confirmation email. Can I still track my order?
Yes, you can track your order by logging into your account or by providing your order number, billing last name, and shipping zip code here.

Why does my order status show as “Pending”? This means our team is currently processing your order and preparing it for shipment. Once your order has shipped, you will receive a shipping confirmation email containing tracking information. In-stock items typically ship within 2 business days.

What should I do if my order is incomplete, delayed, lost, damaged, or incorrect?
Delayed, Lost, Damaged in Transit, or Incorrect Items Received

Even if the tracking information shows “Delivered,” please wait up to 48 hours, as some packages may experience a delayed delivery or may have been left at a mailroom, office building, or a neighbor’s house. If you still have not received your order or have received the wrong items, please report a delivery issue.

Missing Items

If some items are out of stock, your order may be shipped in multiple packages. The remaining items will be shipped as soon as they become available. You can track your order status in your Order History.

Freight Forwarders

If you use a freight forwarding service, New Balance is not responsible for lost, stolen, or damaged packages. Orders delivered to a freight forwarder are considered fulfilled, and the risk of loss passes to you.

I just placed an order; can I cancel it?
Most orders can be canceled within one hour of being placed. Simply enter your order details above and click “Track Order” to find the “Cancel Order” button located beneath your items. If the cancel button is grayed out and indicates that the cancellation window has closed, the order can no longer be canceled.