Frequently Asked Questions


What is your Return Policy

Please note that since we are an outlet store and dedicated to keeping our prices as low as possible, we are unable to provide free return shipping.

  • Please allow up to 14 days after we receive your package to process your refund and credit your account.
  • Returns are accepted within 45 days from the date of the purchase.
  • You must include your packing slip that arrived with your original purchase for processing.
  • Please ship your return merchandise back to us via the shipping method of your choice and retain your return tracking number in case of delivery issues.
  • Once we receive your item, we will credit your original form of payment.
  • Refunds will be credited for the purchased price along with any applicable taxes.
  • Returns must be in new condition, in the state you received them.
  • Joe's New Balance Outlet reserves the right to refuse worn or damaged merchandise.

How do I return an item

Ship all return merchandise to:

Joe's New Balance Outlet - Ecommerce Returns

10 International Way

Lawrence, MA 01843

Delivery Information

How long will it take to receive my order

Orders shipped via UPS Ground will arrive within 5 business days, once shipped.

How will my item(s) ship

If you provide a physical address in the contiguous United States, your order will ship via UPS Ground unless you select another shipping method during checkout. If you provide a PO Box in the contiguous United States, your order will ship via UPS SurePost. If you are shipping to an address in Alaska, Hawaii, any U.S. Territories, or a U.S. Military address, then it will ship USPS Priority Mail.

Where is my order

Orders shipped via UPS Ground will arrive within 5 business days, once shipped.

I received part of my order, where is the rest

From time to time some items in your order may ship separately, Track Your Order.

Placing an Order

What methods of payment do you accept

Joe's New Balance Outlet is proud to accept Visa, Mastercard, American Express, Discover and PayPal.

Do you price match?

We cannot price match the offers of our independent retailers. However, we do offer the largest available selection of New Balance shoes and apparel, as well as a 45-day Return Policy

Do I need to set up an account to order online?

Setting up an account is completely optional. If you would prefer not to, simply check out as a "New Customer or Guest".

I forgot my password, what should I do?

Visit the account login page to start the password reset process. You should receive an email from us within several minutes. If you do not, check your spam or junk mail folder or verify that there is an account associated with that email address. Note: Your account could be locked out if you have had too many incorrect log-in attempts. If this occurs, then please wait at least two hours before attempting the reset process again. You do not have to set up an account to place an order on our site.

Will you rent my name and contact information to other companies?

At New Balance, we value your privacy. We do not sell your contact information to other companies. You can feel safe entering your contact information on our website. Please review our Privacy Policy for more information.

How do I know your site is safe?

New Balance takes credit card information security seriously. To ensure the information you provide online is secure during transmission, we employ leading edge encryption technology and Secure Socket Layers (SSL) while processing any personal information you supply. These controls are certified by VeriSign®, a leading Internet security company.

Our Products

Do you have a particular shoe in stock?

Joe's New Balance Outlet offers the widest selection of New Balance shoes available anywhere, but typically focuses on premier and popular styles in each category. Our site lists all available styles and sizes. If your size isn't listed, it's currently not in stock.

Why do you update your styles?

Sometimes new "updated" shoe models have new technology added to enhance the performance of the shoe. For other shoe models, there may simply be a small variation from the previous shoe model, for example, new color, style or new midsole material. When we make a change it is designed to benefit you. We only release the new model after significant planning, followed by extensive wear-testing.

What do the style numbers mean?

The style number is simply the name of the shoe. Typically our shoes that are "higher-numbered" feature more technologies, however, that is not true in all shoe styles. When deciding on a particular shoe, you should consider the activity you will be participating in and your individual needs.

What is the best shoe for Plantar Fasciitis?

If you suffer from Plantar Fasciitis, typically you will want to consider shoes that offer a high degree of stability and that keep your heel and arch area in a neutral, supported position. This will help your plantar fascia to heal over time. Look for shoes containing our ROLLBAR® motion control technology or shoes with features like our Stabilicore® TS2® system or a medial post for gait support.

What is overpronation or underpronation?

Overpronation occurs when your foot exhibits too much inward motion during your running or walking gait. Underpronation, also known as supination, occurs if you don't have enough inward motion during your gait. Either condition can cause foot health problems over time, but we offer a broad line of shoes designed to help correct your gait.

I stand all day at work. What should I look for?

You'll want to choose a shoe that provide a solid platform and good shock absorption. Sometimes it may seem logical to choose a shoe that is as cushioned as possible, but think of standing on sand at the beach. The sand feels soft, but will fatigue your feet over time. So, if you are on your feet the majority of the day, then a supportive platform is necessary. Shoes containing our N-ERGY® shock absorption can help.

My shoes squeak. What can I do?

We make our shoes with removable inserts. Sometimes air or moisture can get trapped between the insert and the rest of the shoe and cause a squeak, or the way an orthotic fits can cause friction and therefore noise. A common fix that often works is to sprinkle some baby powder down into the shoe. Squeaking is common if you wear your own orthotics, so try baby powder or even a folded paper towel or dryer sheet, and you should notice an immediate difference. Contact our Customer Care team if you still have trouble.

How do I clean my shoes?

The suggested cleaning method for New Balance shoes is to use a light bristle brush (old tooth brush) and a light detergent (dish washing or laundry). Scrub the shoes with the brush and use a damp cloth to wipe clean. You can also immerse them in water. Allow shoes to air dry thoroughly for about twenty-four hours. If purchasing a cleaning product, be sure that it is silicon-based to prevent any possible damage to the footwear. Putting shoes through a washing machine cycle is NOT recommended. **Note that if you have suede shoes or leather shoes you would need to use a suede or leather cleaner. Follow the instructions on the brand of cleaner you are using to clean your shoes.

Finding the Right Fit

How do I know which size or width to order?

The best way to determine size is to simply check the size of your shoes which fit the best. We list helpful sizing tips on our site too, or feel free to contact our Customer Care team.

Why don't you make this shoe in my size or width?

Though New Balance is known for producing the most extensive range of sizes and widths, we're unable to make every style in every size/width combination. We strive to provide options for everyone, so contact our Customer Care team if you would like some help.