Customer Care FAQ

Question: How do I return or exchange an item?
Answer:  Simply fill out the Return/Exchange form and mail the item back.

Question: Will I get a physical receipt like at a store?
Answer:  You order will include a physical receipt as if you bought the item at a retail store.

Shipping Questions
Question:  How long will it take for my item to arrive?
Answer: 1-10 days.  East coast can be 1-4 business days, West Coast can be 5-10 business days.  Most items will arrive with in 1-5 days regardless of your location.

Question:  How will my item ship?
Answer:  UPS Ground for most shipments, and USPS for some shipments going to AK or HI.

Question:  Where is my order?
Answer:  If you feel like it has been too long please call us at toll free 1-877-573-1141.  If there is a problem with your order you will be notified by email or phone as soon as the problem arises.

Question:  Do you ship Internationally?
Answer: No, New Balance Corporate will now allow us to ship outside the United States.

Question:  Do you ship to Military Addresses?
Answer:  Yes, but not for free, and orders must be placed over the phone at toll free 1-877-573-1141.

Placing an Order
Question: What payment types do you accept?
Answer:  We currently accept Visa, Master Card, Amex, Discover, and Pay Pal.

Question:  Do you price match?
Answer: No, we do not price match?  We are an independent retailer of New Balance Shoes, as all New Balance stores and website are.  Each store and site sets their own policies and prices.  We feel that we have very good pricing, and above par customer services.  If you would like to speak with the Manager please call John Maggio @ toll free 1-877-573-1141.

Question:  Do I have to pay Tax?
Answer:  Only if you live in Maryland.  We are located in Annapolis, Maryland and Maryland law says we have to collect taxes from customers in our state, but none other state is charged tax.  Our benefit to Maryland customers is that they will get their orders the fastest due to being so close to our location.

Question: Do I need to set up an account to place an order?
Answer:  If you use a credit card then yes you would have to set up and account, but when doing so we only ask information that is important to the order like address and phone number etc...  If you wish to use Pay Pal then no you do not have to set up an account on our website.

Question:  I am having trouble logging back on.
Answer:  This is known to happen once in a while even after you request a new password.  Simply give us a call at toll free 1-877-573-1141 and we will rectify the problem.

Question:  Will you share, sell, or rent my information to others?
Answer: Absolutely Not!  For more information about privacy and security on our site you may read our policies HERE.

Product Questions
Question:  Do you have a particular shoe in stock?
Answer:  We do stock the shoes that you see on our site.  If you cannot find the shoe you are looking for on our site we will do the hunting for you.  Simply call us toll free at 1-877-573-1141 or email us your request at sales@nbannapolis.com

Question:  Why does New Balance update the styles?
Answer:  The intent of updating styles is to increase the technology, fit and comfort of the shoe.  Instead of spending money on endorsement deals with star athletes, New Balance spends money on engineering and technology in order to be a head of the rest of the shoe companies as far as technology, trend and advancement.

Question:  I like my old model number, with the new model be just as good.
Answer:  The intent of New Balance is that the shoe will be better.  95%-98% of customers who have upgraded to the new models of shoes have found the shoe to be just as good or better.  There will always be a small group of consumers that do not like the changes, but its usually only 2%-5%.

Question:  Do you make shoes in the USA?
Answer:  We do make several models in the USA, and several other models are assembled in the USA.  New Balance is the ONLY shoe manufacture that makes and/or assembles shoes in the USA.  We have listed our USA models for Men HERE, and Women HERE.

Question:  Why does New Balance continue to make some of its product in China?
Answer:  The real answer is that the EPA will not allow certain gluing processes and other processes that have proven superior to be performed in the USA.  New Balance attempts to do as much assembly, and manufacturing in the USA as possible, and the amount of Made in the USA styles increase every year.

Question:  What do the style numbers mean?
Answer:  We have detailed this answer out on another page that can be found HERE.

Question:  What is the best shoe for Plantar Fasciitis?
Answer:  We have a detailed foot problems section that will pin point what the best shoe for you is.  This page is located HERE.

Question:  I stand all day at work.  What should I look for?
Answer:  We have helped thousands of people with this same problem.  You should get a good walking shoe, and possibly the Pressure Relief Insole.  The New Balance 845 will be for regular weight customers, and the New Balance 927 will be for customers that are over-weight.

Question:  Does New Balance have a slip resistant shoe?
Answer:  Yes, the New Balance 845 Black is slip resistant.

Question:  My shoes squeak, what do I do?
Answer:  Usually an add on insole or orthotics will make your shoes squeak.  We suggest using a little baby powder or foot powder to help prevent the squeaking.  If you are not using an add on insert and your shoes squeak contact us as it may be a manufacture defect, and we will be happy to replace the shoes.

Shoe Fit
Question:  What is a shoe last?
Answer:  A shoe last is the mould on which the shoe shape is formed.  Different types of feet are different shapes.  You will find a chart describing each last HERE.

Question:  What size should I order?
Answer:  If you are unsure you can give us a call and we can help you decide.  Some shoes fit short and that is noted in the shoe description.  Most shoes will fit "normal" compared to your other athletic shoes.  New Balance offers widths, and if you have never worn a wide before but usually your shoes feel tight you should consider a wide.  When you have your shoes on and laced up, the lace eye rows should be parallel to each other.  If they seem to almost touch then the shoe is too wide, and if lace eye rows are spread out towards the top of the shoe then the shoe is too narrow.  Your toes should NEVER touch the end of the shoe.

Question:  My heel is slipping, what do I do?
Answer:  Make sure your shoes are laced up all the way to the last eyelet.  If that does not work there are different ways to lace your shoes for a better fit.  These lacing techniques can be found by click HERE.

Question:  Why don't you made shoes in my size or width?
Answer: 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 us if you would like some help.

Question:  My usual size does not fit, did you change your sizing?
Answer:  Some shoes do fit shorter than others and that will be indicated in the description of the shoe.  Also some shoes have different shapes, cuts, or lasts that other shoes.  There is a list and description of shoes lasts HERE.

Question:  I wear an unusually small or large size, what do I do?
Answer:  We do have sizes as small as size 5, and as large as size 18 but they may not be listed on our site.  Simply call us at toll free 1-877-573-1141 or email us at sales@nbannapolis.com for special requests.