# tracksmith-v2

> Public Help Center articles for tracksmith-v2.

Use these links as concise, text-first sources for customer-facing support policies and FAQs.

Each linked article is the Markdown representation of the public Help Center article URL with `.md` appended.

## Articles

- [Who Are We?](https://help.tracksmith.com/en-US/who-are-we-415087.md): Tracksmith is an independent running brand. We honor the Amateur Spirit upon which the sport was founded and champion the Running Class – the non-professional yet competitive runners dedicated to the pursuit of personal excellence. We offer well-cons
- [How can I reach Tracksmith?](https://help.tracksmith.com/en-US/how-can-i-reach-tracksmith-415091.md): Providing highly personalized customer service is our top priority. You can write to us at support@tracksmith.com, call us at (781) 235-0027 or text us at (617) 546-4702. We are available Mon-Fri 9am-6pm EST. You can also visit us at our retail locat
- [Do you have a retail location?](https://help.tracksmith.com/en-US/do-you-have-a-retail-location-415095.md): We have two retail locations. Below you can find each store location and links to the store pages with hours and contact information. We look forward to seeing you!. Trackhouse Boston. 285 Newbury St. Boston, MA 02115. Trackhouse New York. 147 Wythe
- [Where can I find information on Races and Events (Twilight 5000, Amateur Mile, etc.)](https://help.tracksmith.com/en-US/where-can-i-find-information-on-races-and-events-twilight-5000-amateur-mile-etc-415097.md): Please visit our event calendar here. If you have questions regarding our Twilight 5000, Amateur Mile, or other events, please contact our community team at community@tracksmith.com. They can help with event information, registration, scheduling, and
- [Where can I find information on Hare A.C.?](https://help.tracksmith.com/en-US/where-can-i-find-information-on-hare-a-c-415105.md): Hare A.C. is a global community for runners and provides exclusive benefits, rewards, experiences, and innovative race challenges. An overview of the program is available at tracksmith.com/hare-ac. Memberships are valid for 1 year after purchase. You
- [Where can I find information on group runs and other events?](https://help.tracksmith.com/en-US/where-can-i-find-information-on-group-runs-and-other-events-415107.md): We offer group runs in select cities around the world. Currently, we have regular runs in Boston, New York, London, and Chicago. To view upcoming events, see our calendar. For more information about each run including the route planned, please view o
- [Where can I find more information on major marathon events?](https://help.tracksmith.com/en-US/where-can-i-find-more-information-on-major-marathon-events-415110.md): We love connecting and celebrating with our Tracksmith community around major marathons. To stay up-to-date on major marathon events, we recommend signing up for our Tracksmith newsletter, as well as the community newsletter for the location of your
- [Where can I purchase a Gift Card?](https://help.tracksmith.com/en-US/where-can-i-purchase-a-gift-card-415111.md): Digital gift cards are available here for US customers. The gift card is delivered by email to the purchaser's email address shortly after checkout. The purchaser can then forward the gift card to the recipient or print out the email to share with th
- [Password Reset and Account Information](https://help.tracksmith.com/en-US/password-reset-and-account-information-415112.md): Your personal Tracksmith.com account can be used to view your orders, updated your address and manage your Hare AC subscription. To navigate to your account, select the person icon at the top right of our website. There you can create an account, log
- [Catalog Unsubscribe and Request](https://help.tracksmith.com/en-US/catalog-unsubscribe-and-request-415102.md): If you are looking to unsubscribe from our print catalog you can do so here. If you are looking to subscribe to our next print catalog you can do so here.
- [How do I create a return or exchange?](https://help.tracksmith.com/en-US/how-do-i-create-a-return-or-exchange-415086.md): Please start a return or exchange by visiting returns.tracksmith.com. Items that are unworn, unwashed, and in undamaged condition are eligible for return. The current exception is our footwear (the Eliot Runner, Eliot Range, Eliot Racer and Eliot NDO
- [What items are returnable?](https://help.tracksmith.com/en-US/what-items-are-returnable-415090.md): Items that are unworn, unwashed, and in undamaged condition are eligible for return within 30 days of purchase. The current exception is our footwear (the Eliot Runner, Eliot Range, Eliot Racer and Eliot NDO). All models are allowed to be returned wi
- [Where is my refund?](https://help.tracksmith.com/en-US/where-is-my-refund-415093.md): For US customers who process returns at returns.tracksmith.com,. please allow 1 week to process the refund after your return is delivered. For international customers who process returns through our Global-E returns portal.,. please allow 2 weeks to
- [What do I do with Damaged/Defective Items?](https://help.tracksmith.com/en-US/what-do-i-do-with-damaged-defective-items-415100.md): Our damage/defect policy applies to items purchased within the past 12 months. Please report any damaged or defective items HERE so that we can assess the problem. Faulty items can either be replaced or a store credit may be issued for the value of t
- [Which items in my order have shipped?](https://help.tracksmith.com/en-US/which-items-in-my-order-have-shipped-415080.md): You can view which items have shipped by looking in your account order history here and finding the associated tracking number.
- [Can I edit or cancel my order after it is placed?](https://help.tracksmith.com/en-US/can-i-edit-or-cancel-my-order-after-it-is-placed-415081.md): Unfortunately, we are not able to edit or cancel an order after it is placed. Please check your order carefully before placing your order. Final-sale items such as Clearance and Silver Medal Sale items are not eligible for return. For non-sale items,
- [What if I receive a bill for import fees, duty, or tax?](https://help.tracksmith.com/en-US/what-if-i-receive-a-bill-for-import-fees-duty-or-tax-415082.md): Normally, shipments to the US should not incur any duty or tax. If you receive an invoice for duty & tax for a US shipment, please promptly send a copy of the invoice to us at support@tracksmith.com so we can assist. For orders shipping to addresses
- [Can I change my delivery address or ship date after I place my order?](https://help.tracksmith.com/en-US/can-i-change-my-delivery-address-or-ship-date-after-i-place-my-order-415083.md): Unfortunately, we are not able to make address changes after an order is placed, so please be sure your shipping address and method are correct before placing your order. Once you place your order, we are not able to hold the shipment for later fulfi
- [Where do you ship?](https://help.tracksmith.com/en-US/where-do-you-ship-415085.md): Tracksmith ships to many countries internationally. For orders shipping to addresses outside of the US, please be sure to select the country of your shipping address in the website footer before ordering to ensure that you are shopping in the appropr
- [How long will it take for my product to arrive?](https://help.tracksmith.com/en-US/how-long-will-it-take-for-my-product-to-arrive-415089.md): Orders are typically shipped within 2 business days, but please allow up to 4 days due to order volume. The shipping timeline begins after an order has shipped. Carriers may experience unexpected delays, which may increase the quoted timeline for a p
- [Holiday Promotion](https://help.tracksmith.com/en-US/holiday-promotion-415094.md): We'll be having a holiday sale promotion from Thanksgiving until Cyber Monday. Please stay tuned for the details then. Please join our email list at the bottom of our home page if you have not done so already.
- [How much does shipping cost?](https://help.tracksmith.com/en-US/how-much-does-shipping-cost-415096.md): We offer free shipping for orders over $200 USD before tax. For orders less than $200 before tax, exact costs depend on order destination and service level. US shipping starts at $10 for standard shipping with the option to choose alternative service
- [Holiday Shipping](https://help.tracksmith.com/en-US/holiday-shipping-415098.md): Due to holiday order volume and transit times, please see our 2025 recommendations for order deadlines for different shipping speeds:. Free U.S. Ground Shipping for orders over $200. For more information, please email support@tracksmith.com.
- [Can I combine promotions?](https://help.tracksmith.com/en-US/can-i-combine-promotions-415099.md): Our current shopping platform has a limit of 1 promotion per order. We do not allow stacking of discounts or using more than one discount/promotion on a single order. Please note that our welcome promotion is only available once per customer for firs
- [Tracking says delivered, but I have not received my package](https://help.tracksmith.com/en-US/tracking-says-delivered-but-i-have-not-received-my-package-415104.md): On occasion, the carrier marks the package as delivered before making the drop off or the package gets accidentally delivered to a neighbor. Please allow 2 business days after tracking states delivered.If your package doesn't appear, please let us kn
- [Can I add gift wrap or a gift message to my order?](https://help.tracksmith.com/en-US/can-i-add-gift-wrap-or-a-gift-message-to-my-order-415106.md): We are not able to add gift messages or gift wrapping at this time. Our packing slips included in each shipment do not have prices, but they do show the billing address so that the recipient will know who placed the order.
- [Can I get a price adjustment?](https://help.tracksmith.com/en-US/can-i-get-a-price-adjustment-415101.md): Unfortunately, we are not able to offer price adjustments after an order is placed. This policy is out of fairness to customers who waited to purchase after items went on sale, despite the limited size and color options of sale items. Please email us
- [You're sold out of a product I want. How can I get it?](https://help.tracksmith.com/en-US/you-re-sold-out-of-a-product-i-want-how-can-i-get-it-415084.md): We do our best to restock products as fast as we can. It is typically on a seasonal basis. If we do not have an estimated restocking date for a particular product you can sign up to be notified when the item returns. To do so, please select the size
- [How do I know what size to purchase?](https://help.tracksmith.com/en-US/how-do-i-know-what-size-to-purchase-415088.md): You can find our size chart by navigating to the webpage of your product of interest and selecting SIZE GUIDE located beside the size selection for the product you are viewing. The Size Guide view shows recommended body measurements for each size. We
- [Which products have pockets for a phone?](https://help.tracksmith.com/en-US/which-products-have-pockets-for-a-phone-415092.md): We have many styles that feature phone pockets. You can view the "Features" tab on each product page to find out which pockets are offered for each style. Our phone pockets are designed to fit a standard phone measuring up to 6.06 inches diagonally.
- [Youth / Kid's sizing inquiry](https://help.tracksmith.com/en-US/youth-kid-s-sizing-inquiry-415103.md): We are pleased to offer our signature Van Cortlandt styles in youth sizes as part of our Turkey Trot collection. You can find garment measurements for each item by viewing the GUIDE located on the youth product page. You can compare our garment measu
- [Where do you make your product?](https://help.tracksmith.com/en-US/where-do-you-make-your-product-415108.md): Crafting performance apparel for the competitive runner requires a relentless pursuit of the best materials and manufacturers. From our Massachusetts-made Varsity Cotton to our lightweight, Swiss-made Eliot Stretch fabric, we scour the globe for mate