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Return & Refund Policy

1. General Rules

 
To protect hygiene and privacy for all customers, we do not accept returns or refunds for opened, used or unpackaged items without quality issues.
 
All return or refund requests must be submitted within 7 calendar days after delivery. Requests beyond the time limit will not be accepted.
 

2. Eligible Returns & Refunds

 
  • Quality Defects: If items arrive damaged, defective or malfunctioning, you may apply for return, exchange or full refund with photos/videos as proof. We will cover all shipping fees.
  • Wrong/Missing Items: If you receive incorrect products or missing items, we offer free reshipment, exchange or refund at our cost.
 

3. Non-Returnable Situations

 
  • Items that have been opened, used, stained, with missing parts or damaged packaging (no quality issues).
  • Returns due to personal preference, improper size or subjective dissatisfaction.
  • Damage caused by improper use, disassembly or man-made destruction.
  • Requests submitted after 7 days or without valid proof.
  • Wrong orders placed by customers due to personal negligence.
 

4. Return Process

 
  1. Contact our customer service and provide clear pictures/videos to describe the problem.
  2. Wait for our approval, then we will send you the return address.
  3. Send back the item in original unopened package, and share the tracking number with us.
  4. We will process your refund or reshipment within 3-5 working days after we receive and inspect the package.
 

5. Shipping Fee Rules

 
  • Shipping fees will be covered by us for quality problems, wrong or missing items.
  • For returns of unopened items due to personal reasons, all shipping costs shall be borne by the buyer.
  • Any fees caused by refusal of delivery or unclaimed parcels are the buyer's responsibility.

What is neoprene?

Neoprene is a flexible, high-performance, and water-resistant synthetic materialknown for its durability and comfort. In StrideOn products, it acts like a lightweight, scuba-like fabric that’s built to move with you — whether you're commuting, traveling, or exploring the city.

Why does StrideOn use neoprene in its products?

We chose neoprene for its unique combination of strength, flexibility, and style. It’s water-resistant, easy to clean, and offers excellent shock absorption and cushioning, which helps protect your belongings and keeps you comfortable during long days on the go. Plus, its sleek, smooth texture gives StrideOn designs a sporty yet chic aesthetic.

Is neoprene waterproof?

Neoprene is water-resistant, meaning it can repel light moisture and spills, making it ideal for everyday use in unpredictable weather or urban environments. While it’s not fully submersible like a wetsuit, it performs exceptionally well against rain splashes, light rain, and accidental spills.

Is neoprene easy to clean?

Yes — one of the best things about neoprene is how low-maintenanceit is. Most dirt, dust, or light stains can be wiped away easily with a damp cloth and mild soap. Its smooth surface resists absorbing liquids, which helps it stay looking clean and fresh with minimal effort.

Does neoprene provide padding or protection for my belongings?

Absolutely. Neoprene has natural shock-absorbing and cushioning properties, which help protect your items inside StrideOn bags or cases. Whether it’s your laptop, tablet, or daily essentials, neoprene-lined compartments offer a soft yet secure fit that helps prevent bumps and scratches.

How does neoprene feel to the touch / against my skin?

Neoprene has a smooth, soft, and slightly luxe feelto it. It’s not rough or scratchy — instead, it offers a comfortable, flexible feel against your skin (in items like straps or inner linings) and gives StrideOn products a modern, athletic-meets-fashionable edge.

Do StrideOn shoes with neoprene or other materials provide arch support?

Yes, many StrideOn shoes, including those that may incorporate neoprene or other high-performance materials, are designed with ergonomic footbeds that offer excellent arch support. We understand the importance of proper foot alignment, especially for those who spend long hours on their feet or have specific comfort needs.

Our arch support featureshelp distribute weight evenly, reduce foot fatigue, and promote natural posture. Whether you're managing plantar fasciitis, standing all day, or simply looking for all-day comfort, our shoes are engineered to provide the stability and cushioning your arches need. For specific support levels, please refer to the product description or consult our customer service team to find the best match for your foot type.

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