Frequently Asked Questions

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

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.

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

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

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

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

Clean your running shoes and other athletic shoes with a mild, dye-free detergent (either for dishwashing or laundry) and a bristle brush (such as a toothbrush) following the steps below.

  1. Test a small amount of the detergent on an unnoticeable part of your shoes to make sure it won’t stain them. 
  2. Use your bristle brush to scrub the shoes with the detergent.
  3. Wipe shoes clean with a damp cloth.
  4. Allow your shoes to air dry for 24 hours before wearing.

For shoes made of suede or leather, use a specialty leather or suede cleaner.

We do not suggest putting any of our shoes into the washing machine or dryer since many of our materials should not be fully submerged in water or exposed to heat.

Yes, Joe’s New Balance Outlet is an authentic business that is directly affiliated with New Balance. Joe’s New Balance Outlet is the official online outlet retailer for New Balance and has been trusted by customers for over 25 years. Learn more about Joe’s New Balance Outlet on the About us page.

We are committed to helping you get the best performing gear by ensuring your purchases are officially made with New Balance. Official New Balance gear purchased from, and our authorized athletic footwear retailers is backed by our 100% Satisfaction Guarantee. Learn more about counterfeit gear.