FAQs
Frequently Asked Questions
What are your shipping costs?
AUSTRALIAN DOMESTIC SHIPPING
| Standard Shipping | Express Shipping | |
| Orders under $200 | $10 | $20 |
| Orders $200+ | FREE | $15 |
INTERNATIONAL SHIPPING
Shipping costs on international orders calculated at checkout. International shipping only available on select items.
Where are your store locations?
We have 6 retail store locations in Sydney and 1 in the Blue Mountains!
1 | Pace Athletic Castle Hill (Store and Warehouse)5/15 Carrington Road, Castle Hill, NSW 2154 |
2 | Pace Athletic Crows Nest6-8 Clarke St, Crows Nest, NSW 2065 |
3 | Pace Athletic Manly23 Sydney Road, Manly, NSW 2095 |
4 | Pace Athletic Mosman791 Military Road, Mosman, NSW 2088 |
5 | Pace Athletic Rozelle634 Darling St, Rozelle, NSW 2039 |
6 | Pace Athletic Waverley326 Bronte Rd, Waverley, NSW 2024 |
B | Blue Mountains Running Co. (Glenbrook)19A Ross Street, Glenbrook, NSW 2773 |
Do you have gift cards?
We do! You can view our Digital Gift Cards here. We also have Physical Gift Cards available in-store at your nearest Pace Athletic store.
What is your loyalty program?
Unlock exclusive rewards by creating an account with us. With every purchase, you'll earn 1 point for every $1.00 spent. Boost your points by connecting with us on social media and referring friends. Redeem your points for exciting rewards or save them for a higher-value reward. Sign up now to start reaping the benefits!
Price & Payments
Are items in-store the same price as online?
Yes, you can find all our items are the same price in-store as on the website. If you find an item with a different price online, we will match it in-store.
Will you price match?
Pace Athletic gladly offers a price match policy, when the same shoe in your preferred size and colour is available from an Australian competitor who is an authorised reseller of the product.
We will not price match marketplace websites.
What payment methods do you accept?
We accept the following payment methods:
- Credit card (Visa, Mastercard, American Express, EFTPOS)
- PayPal
- Afterpay
- Google Pay
- Apple Pay
- Shop Pay
How do I apply a promo or loyalty discount code?
- Proceed to checkout and enter your code in the Discount code or gift card field.
- Click Apply to see your new total before finalising your order.
Note: Only one code can be used per order.
If you’re having trouble entering your promo/discount code, please try clearing the cache on your web browser or trying on a different device.
Order Issues
What is your process for warranties?
If you believe an item you have purchased from us is faulty, please follow the process below:
- Leave a response here (click on Report Issue), or email [email protected] describing the fault.
- Kindly attach a close-up photo of the fault and the size label. With faulty shoes, please also include photos of the top of the shoes as well as the outsoles.
- We will lodge a warranty claim on your behalf with the appropriate brand. If the claim is approved, we will assist you with either a replacement, store credit or refund.
I received the wrong products or incorrect quantities
If you have mistakenly received the incorrect order we will provide a free returns label to send the items back to us. Please contact our customer service team here (click on Report Issue), or email [email protected] so we can assist you.
Returns
What is your return policy?
At Pace Athletic, we are committed to ensuring that you have the best possible running experience, and we take great pride in our reputation for delivering high-quality products. If, for any reason, you are dissatisfied with your purchase, we are more than happy to assist you with a return. We offer two convenient options for returns:
- Full refund: You can return the item(s) for a full refund, excluding the original shipping fee. We charge a $10 label fee for all returns for a refund, or
- Size exchange: If you need a different size in the same product, we offer a hassle-free exchange with a free label for return shipping.
To initiate a return, please ensure that the items are returned within 30 days of receipt and are in a resaleable condition, meaning they should be unworn, unwashed, with tags still attached, and the soles free from dirt. You can start a return from our Returns Portal or by visiting your nearest Pace Athletic store.
While we strive to fulfil all size exchange requests, there may be instances where the desired size is unavailable. In such cases, we will gladly offer you a different product, store credit, or a full refund as suitable alternatives.
Please note that we are unable to accept returns or exchanges for items that have been customised unless they have been found to be faulty after a thorough examination by our Product Assessments team.
If you require any assistance or have further questions about our return process, we are here to ensure your satisfaction and make your experience with us as smooth as possible. Please don't hesitate to reach out to our dedicated customer support team through our contact form, or by email: [email protected].
Items excluded from returns
We cannot accept returns or exchanges for change of mind on the following products:
- Unisex Adidas Adizero Adios Pro Evo 1
- Any item marked "FINAL SALE"
Exchange only items
Any items marked "NON-REFUNDABLE" may be returned to exchange for different sizes, colours or a different shoe altogether, however we unfortunately are not able to provide a change of mind refund for these items.
Check your returns status
You may check the status of an existing return at our Returns Status Page
View our full Returns Policy
How do I make a return?
Returns must be initiated within within 30 days of receipt. Items must be in a resaleable condition, meaning they should be unworn, unwashed, with tags still attached, and the soles free from dirt.
Options
Return by post (online orders only)
You can commence a return at our Returns Portal with your order number and details of the item you wish to return. If you need any further assistance please contact our friendly team, or shoot us an email: [email protected], we are here to help!
Item(s) purchased in-store must be returned to a Pace Athletic store and cannot be returned online or to our warehouse.
Return in store
You can visit any of our retail stores to return your in-store or online purchase. Simply present your Tax Invoice and/or packing slip as proof of purchase. All items must have the original tags attached. Please note our refunds are processed via the payment method used e.g if you paid by credit card online, a refund will be placed back onto the same card used to pay (via our ecommerce payment system). There can be a small delay in processing times so please allow up to 7 days for the refund to be processed.
Refund process
Upon receipt of the returned item, we will examine it to ensure that it meets our return policy criteria. If the return is approved, a refund will be issued to the original method of payment.
Non-returnable items
Certain items may not be eligible for return due to hygiene, final sale (such as clearance items), or other reasons. These items will be clearly marked on the product page. Please refer to our returns policy for more information.
When will I get my refund?
We will process your refund as soon as your item(s) have been examined by our online team and ensure they fit with our returns policy. Please allow up to 10 business days for this process, although it is almost always less. Once the return has been approved, you will be notified via email and it generally takes 1-2 days for the amount to appear with your financial institution.
Your Question Still Not Answered?
Contact Us
If you still have any questions or concerns about our products, training, stores, or anything at all - reach out to us here and we will get straight back to you! 😊
Prefer to chat on the phone?
Call any of our stores during trading hours - click here for our store locations
Shipping
What is your shipping policy?
Pace Athletic Shipping Policy
At Pace Athletic, we aim to get your gear to you as quickly and smoothly as possible. Below you'll find all the details on our shipping process, timelines, and a few helpful tips to make sure your delivery arrives without a hitch.
Shipping & Processing Times
All orders are packed and shipped from our warehouse during business days (Monday–Friday). Please note that orders placed after 12pm AEST will likely begin processing the following business day.
During peak periods (such as sales or holidays), processing may take a little longer due to higher order volumes.
Once your order has been packed, your shipping method and timeframe begins:
Express Shipping: 1–3 business days (from dispatch)
Standard Shipping: 2–8 business days (from dispatch)
To estimate your total delivery time, consider both the packing time (1–2 business days) and the shipping window above.
Shipping Tips
If your location is a bit tricky (perhaps if you are lucky to live with a long rural driveways and unnamed laneways), we recommend adding extra delivery instructions to help your package get to the right spot on the first go.
Delivery Address Tips
To ensure the fastest and most accurate delivery, please double-check your address when placing your order. We suggest:
Including unit or apartment numbers
Adding any relevant landmarks or access notes
Avoiding PO boxes if possible
Sales Periods & Sale Item Stock
During major sales and promotions, our warehouse gets busy – really busy. While we aim to maintain our usual turnaround times, slight delays in packing and dispatch may occur. We appreciate your patience during these periods as our team works hard to get every order out the door.
For sale items, please note that you might be snagging the last item of its kind. Occasionally, stock updates lag by a fraction of a second and we discover that final item has already walked out the door. If that happens, we’ll get in touch right away to sort things out and make it right.
Sale & Final Sale Items – Please Read Before Purchasing
Many of our sale items are eligible for return or exchange, but some may be marked as “Exchange Only” or “Final Sale”, which means they are not eligible for a refund or return.
We always indicate this clearly on the product page and again at checkout, so you’ll know before you buy. We recommend double-checking your size and product details to make sure you're happy with your selection.
If you’re unsure or have questions before placing your order, our Customer Service team is always happy to help.