FREQUENTLY ASKED QUESTIONS
Altra 30-Day Trial Runs Are Guaranteed
Every pair of Altra shoes comes with a 30-Day Trial Runs are Guaranteed Promise and a prepaid shipping label. Once you receive your shoes, we'll give you 30 days to walk, jog, run, hike, and explore before deciding if they're right for you. If you're still not completely satisfied, send them back for a full refund. No questions asked. Please note and keep your tracking number on the return label for your records until your credit has been processed. See our returns page for more details.
*Returns are available to US-based customers only.
Warranty
At Altra, we stand behind our products and are glad to assist you if you have any issues with the quality of our shoes.
Altra provides a 1 year warranty on any manufacturing defects from the date of purchase on shoes that were purchased from altrarunning.com or an authorized Altra retailer. Altra warranty program does not cover defects due to improper fit, normal wear and tear, damage due to misuse, alteration to the product, or negligence. Product covered by the Altra guarantee will be replaced at Altra’s discretion.
Learn more on our warranty page.
The following are NOT covered by the Altra guarantee:
· Fraying due to abuse
· Deterioration as a result of water abuse
· Sole wearing out or worn through
· Color fade
· Cuts, scratches, burns, etc.
· Damage caused by negligence, misuse or alteration of products
Learn more on our warranty page.
Product
Altra recommends cleaning your shoes as soon as they are exposed to dirt. Hand wash with a damp cloth and mild detergent. Do not machine wash or machine dry. Stuff them with a towel or a shoe saver product like Stuffitts™.
Altra currently has a wide variety of styles for our consumers, some of which contain leather and some of which do not. That said, even in those styles which do not contain leather, it is difficult to verify that all components including dyes, finishes and adhesives do not contain any animal-derived content which is why these products are not labeled “vegan”. If any products are completely vegan in the future, this will be labeled on the products and our website.
Online Orders
We currently do not offer gift wrap or gift options. We do offer gift cards.
Does the address you typed match the address on file with the credit card company? If you still encounter a problem after you’ve verified that the address matches, please call customer service at 888-851-9411 for further assistance.
Yes, orders can be shipped to a different address than the billing address. Once you get to the checkout page, enter your shipping address. You can then enter in the billing address that is tied to the credit card you are using.
Online price adjustments can be made within 30 days of the original purchase to receive sale pricing if the exact size and color are currently in-stock.
We begin processing your order immediately upon receipt. For this reason, we have about a fifteen-minute window to modify orders. You may contact us immediately to attempt cancellation or change. If we are unable to modify your order, there will be a free return label in the package to use to return the order.
We accept Visa, Mastercard, Discover and American Express credit or debit cards that have a United States billing address. We also accept PayPal through our online order process.
Klarna
Klarna is a global payment solutions provider that works with retailers to provide customers the
smoothest online shopping experience. Klarna is in over 170,000 online stores and has more than
70 million users globally. Learn more.
Select 4 interest-free installments to split your purchase into four payments, charged every two weeks beginning at the time your order is confirmed (usually the shipping date). No bills are sent - you can simply sit back, relax, and enjoy your purchase. View complete terms.
* At this time, the "Pay Later in 4" option is not available in New Mexico. We apologize for any inconvenience.
Payments are collected bi-weekly from the debit or credit card you provide at the time of purchase.
All scheduled payments are communicated to you by email and you can review your purchases by logging in at https://app.klarna.com/login
There are no interest charges with Pay later in 4 installments, and no fees when you follow your automatic payment schedule.
A Late Fee of up to $7 may be charged if an automatic payment cannot be collected. Please refer to the Klarna Terms of Service for more information.
When you pay in 4 interest-free installments, Klarna may perform a soft credit
check. This type of check will not impact your credit score or show up as a hard inquiry on your
credit report.
You can reach Klarna anytime at https://www.klarna.com/us/customer-service/ or by downloading
the Klarna App for 24/7 chat.
Shipping
We do not currently ship outside the United States.
Orders shipping to a PO Box or APO address will ship via USPS, all other orders are shipped with FedEx or UPS
Yes, orders shipping to a PO Box or an APO/FPO address, can take a little longer for delivery to get as they will ship out using USPS. These orders cannot ship out using express or overnight shipping.
Tracking numbers are assigned to packages when they ship. Once they’ve shipped, you’ll receive an email which includes a tracking link, along with your order information. From the tracking page, you'll be able to see your estimated delivery date and can sign up for shipping and delivery notifications.
For easy access to your order status or history, we would recommend placing an order under an account. Account holders can easily manage their profiles, shipping and billing information. To check your order status without an account, go to Track My Order.
Rates:
- Free standard shipping on orders over $75: delivery in 3-4 business days
- No weekend delivery
- 2 day: delivery in 2-3 business days
- No weekend delivery
- $16.95
- Overnight: Delivery by next business day
- No weekend delivery
- $21.95
Saturday and Sunday orders ship on Mondays.
Overnight and Express orders
Orders must be placed by 1:00 pm ET Monday-Friday to be processed and shipped the same day. Overnight and Express delivery are not eligible for P.O. boxes. Please note that we do not ship overnight on weekends or holidays.
Overnight orders placed on Friday before 1:00 p.m. ET will be delivered on Monday.
We ship orders on business days. "Business days" are Monday through Friday, and exclude federal holidays within the United States. Holidays include Martin Luther King Day, Memorial Day, July 4th, Labor Day, Thanksgiving, Christmas and New Year's Day.
Deliveries to PO boxes and APO addresses ship via USPS. All other deliveries ship via UPS.
Legal title to purchased product transfers to the buyer at the point of shipment.
Online Returns
If you received an item that was damaged during shipment, please contact our customer service with your order number.
Before accepting your order shipment, inspect the carton and the contents for any potential damage that may have occurred during shipment. It is normal for the carton to show some wear; however, if damage to your product(s) did occur, follow these steps:
· If the damage is minor, accept the package but make a note of the damage on the shipping receipt, sign and date it. The delivery person should also sign the slip and leave a copy for your records. Contact our Customer Service team immediately.
· If there is extensive damage to the carton, refuse the order and Contact our Customer Service team immediately.
We will make every reasonable effort to reorder the item or credit your purchase in a timely manner.
We include a free shipping return label in our packages. Returns are accepted within 30 days of purchase, with or without the original packaging. Please include the original packing slip or a copy of your order confirmation with the return, and send it back using the free return label. Please note your tracking number on the return label to keep for your records until your refund is processed. You can ship it back using your nearest FedEx location or post office. Once the return is received, your refund will be processed back to your original form of payment.
Refunds may take up to three weeks to process due to the time often required for shipping and bank processing.
We would be happy to get you a new label for your online return. Please contact customer service at 1-888-851-9411 or email at altra_customerservice@vfc.com.
Fit and Form
First and foremost, they should feel ridiculously comfortable, like house slippers! They should fit like traditional athletic shoes from the heel to the ball of the foot, but your toes should feelfree/unrestricted/like they can move freely (this is a good thing). We like to say, “If they don’t feel too big in the toes at first, they’re too small!”
A FootShape™ toe box is just like it sounds: a toe box that is shaped like a foot. Since day one, we’ve focused on making functional, FootShapeTM footwear that allows your toes to spread out naturally and lets your big toe remain in a straight position. This encourages improved stability, power and most importantly, added comfort. Whether you’re on the trail, on the road or anywhere in between, FootShapeTM lets your feet be feet.
Every Altra shoe is built on a Balanced Cushioning™ platform that positions the heel and forefoot an equal distance from the ground. This natural foundation aids in optimal alignment, cultivates better form, and encourages a low impact landing.
Transitioning to Altra shoes is easy and will depend mostly on the cushion level you purchase. The more cushioning, the shorter the transition period. We recommend you wear your Altra shoes on easy efforts for week 1, moderate efforts on week 2, and go to long or hard efforts on week 3 unless you feel more adaptation time is needed.
Simply put, the more you use them, the more they will wear. Most of our shoes will last between 300 and 600 miles, depending on your chosen activity.
You bet. The Balanced Cushioning and FootShape™ design of Altra shoes work with the insoles by putting them on a stable and natural base. As a rule of thumb, insoles will work better with our higher volume shoes.
Our shoes are built to help people find their natural landing zone and avoid over-striding. For most people, their natural landing zone is close to midfoot or with their full foot hitting the ground when running barefoot on a natural surface.
Our shoes were originally created specifically to help runners learn to land more naturally and avoid injury. Simply putting the shoes on will improve your landing by moving your step forward a bit to a more natural, light heel touchdown.
We make two shoe models that specifically address arch support, the Paradigm and the Provision. Putting your foot in its natural position with the heel level and the big toe extended locks the bones of the arch into place and allows your arch to strengthen and support itself.
Studies continue to show that higher cushioning levels primarily helps for the foot and lower leg ailments (below the knee). Simply put, if you have a foot ailment, additional cushioning can help protect the area. On the other hand, wearing shoes with lower cushioning levels can help alleviate joint pain in the knees and up.
We believe that using shoes with Balanced Cushioning can be a long-term solution to Achilles injuries. If you currently have an Achilles injury, we recommend following our transition guidelines and taking additional times as needed to help strengthen your Achilles. Remember, always listen to your body.
Low cushioning? Sure. Minimalist? Nope. (Yes, there is a difference.) Even our lowest cushioning shoes are not “minimalist” shoes. Most of our shoes have the same amount of cushioning (or more) than traditional athletic shoes. This allows our shoes to combine the cushioning and support of traditional shoes with many of the benefits and comfort of a natural foot placement.
Because your shoes have Balanced Cushioning. This means that your shoes are completely even from heel to forefoot to place your feet in a more natural position. This allows you to use your lower calf and foot muscles more dynamically than they are used to and could be the reason for the soreness. It isn’t a bad thing; your muscles are ultimately getting stronger and will adapt after a few runs.
Even wider feet are shaped like feet, so FootShape™ will fit most people. Because our shoes are foot-shaped and not technically “wide”, they are standard width at the ball of the foot. The main difference is that the toe box gives your toes room to spread out naturally. If you’re still looking for a little extra room, nearly all our shoes can be worn without the removable insole.
You bet. Even narrower feet are shaped like feet. While the FootShape™ toe box gives your toes plenty of room to spread, the rest of the shoe is standard width.
Each Altra shoe has its own unique characteristics and personality! Check out our Shoe Finder here to see which one is the best fit for your foot.
Just like in any sport, we believe that learning the fundamentals of good, natural running form will help runners perform better and stay injury free. Our FootShape™ toe box and Balanced Cushioning platform keep the foot in its natural position and encourage natural, low impact running technique. Learning good habits out of the gate can make running less painful, more enjoyable, and more sustainable.