FAQs

Relay works directly with top brands and retailers to buy their surplus inventory. By helping them find the highest value and best use of their surplus inventory, we can pass on incredible savings to you! We hand select the most sought after shoes and put them through a comprehensive quality assurance process by a highly trained footwear expert.

Maintaining a zero-waste marketplace means accounting for every shoe, not just the shoes we sell. Here’s how we do it: shoes that are 100% new go back to retailers, ensuring they find their place on the primary market. 99% new shoes are stocked in Relay's Marketplace, and any pair that falls below the 99% new threshold is donated to a community partner supporting health initiatives. If a shoe isn’t in wearable condition, it’s recycled, leaving no shoe or material wasted.

Standard shipping on orders under $100 is $5.99.  Shipping is free on orders over $100.

Thank you for your interest in shopping with Relay! Unfortunately, at this time we are only able to ship within the United States. 

Relay ships fast! All orders ship within one business day and orders placed before 3pm ship the same business day.  Most orders are shipped via UPS with a 1-5 day transit time depending on the service you select. At this time Relay only ships within the United States.

Shoes purchased on RelayGoods.com can be returned within 30 days of purchase in any condition.

Customers who need to return shoes have three options available: store credit, exchanges, or return for a refund.

Package Protection & Prepaid Returns

At checkout, shoppers can add Free Returns + Shipping Protection for an incremental fee. Whether this option was selected determines how return shipping is handled:

With Free Returns + Shipping Protection:

Enjoy free returns and exchanges- no additional fees. A free prepaid return label is provided for exchanges, store credit, and refunds. Additionally, if a package is lost, stolen, or damaged during transit, simply submit a claim on our claims portal, and we'll issue store credit or a replacement for items that are verified to have been lost, stolen or damaged.

Without Free Returns + Shipping Protection:

Return shipping is charged on all returns, exchanges, and store credit. The cost of the return label will be deducted from the refund or otherwise charged to the customer at the time of return. If a package is lost, stolen, or damaged during transit, you would be responsible for submitting a claim to the shipping carrier.

How to Start a Return

To start a return, please visit Relay Returns and enter your order information.

Returns are super easy at Relay! To start your return, please visit Relay Returns and enter your order information.

If you selected Free Returns + Shipping Protection at checkout, your returns and exchanges are completely free- no additional fees.

If you did not select Free Returns + Shipping Protection, you'll be responsible for the cost of your return label on any return, exchange, or store credit request.

Shoes purchased on RelayGoods.com can be returned within 30 days of purchase in any condition. 

At checkout, you can add Free Returns + Shipping Protection for an incremental fee. This gives you free returns and exchanges on your order- no additional shipping costs, no matter how many items you send back.

If you didn't select Free Returns + Shipping Protection at checkout, you're still welcome to return, exchange, or request store credit within 30 days- you'll just be responsible for the cost of the return shipping label, which will be deducted from your refund.

Free Returns + Shipping Protection can only be added at checkout and cannot be added to an order after it's been placed.

Normally, if a package is lost, stolen, or damaged during transit, you would submit a claim to the shipping carrier and wait for their decision.

Package Protection bypasses this process. Simply submit a claim on our claims portal, and we'll issue store credit or a replacement for items that are verified to have been lost, stolen or damaged. 

If you purchased Package Protection at checkout and your order is lost, damaged or stolen, please submit a claim using the Package Protection Protection claims, Returns and Exchanges portal: Relay Returns

We use the same rules that the carriers use for defining a lost shipment

• Carrier status states "delivered’", but you have not received it. Allow 5 business days but no longer than 30 days for United States domestic shipments. Sometimes the carriers prematurely mark shipments as delivered and then issue a redelivery. 

• If your carrier status is not "delivered" and your tracking has not updated for 7 days. 

Stolen packages are marked as “delivered”, but you have not yet received them. We wait 5 days after the delivery date to ensure that the package does not turn up as outlined in the “lost package” section above. 

If you input the correct address during checkout, but the item is delivered to a different address, we consider this as “stolen” and will issue a resolution. 

• Items arrive damaged in transit - the product is torn, bent, broken etc.

• Some of your order is missing due to the box/envelope having broken open during transit. 

• Missing parcels or redelivery fees due to invalid / incorrect address information provided by the buyer when the order is placed.

• Delays in transit (as defined by the carrier).

• Orders that have not shipped yet.

• If the product you receive is not what you are expecting, please initiate a return or exchange in our returns portal: Relay Returns

To cancel your order please contact Relay via chat or email. Please include your order number and the reason for cancellation in your message.

Orders can only be canceled before they have been fulfilled. If your order has already been shipped, please refer to our return policy for further instructions.

You can find additional discounts right in your cart! As your order total increases so do the savings. 

1. Choose items to try. You'll see an authorization on your card, but you'll only pay for what you keep.
2. Try at home. Your trial starts when your items arrive.
3. Easy returns. Only pay for what you keep.

You can only use a credit or debit card to check out with Try Before You Buy at this time.

TryNow tracks the package and starts the trial upon delivery, at which point you'll receive a notification from TryNow. Note: if your order is shipped in multiple packages your Trial will start when the first package is delivered; you can also extend your trial by emailing our customer experience team to request an extension.

You may reach out to our customer experience team to request a 1-3 day trial extension.

You can go through our regular returns process. To start your return, please visit relay.loopreturns.com and enter your order information. 

You can return eligible items within our return window! You can follow our standard returns and refund policy.

TryNow will not charge you for any items until the end of your trial. We do place an authorization on your card for the total amount of your order. This is how we ensure that funds can be captured for items you keep -- it’s just like a hold that hotels or rideshare apps use, and it helps protect us against fraud. The way authorizations display on your statement varies by bank. Typically, authorizations are labeled as “pending” or they will not have a date associated with the charge, indicating that the charge has not yet been posted.

If you keep all the items that you tried, you will be charged the day after your trial ends and there will no longer be a pending authorization on your card.

If you decide to initiate a return, you will be charged after your returned items are accepted, based on our returns policy. You will be charged only for the items kept and the remainder of the authorization will fall off your card.

The trial period is 7 days and starts after your order is delivered.

Yes! Valid discount offers apply to both traditional and Try Before You Buy purchases. At this time, Shopify doesn't allow for compatibility with buy X get Y discount codes.

Your trial period begins when your shoes are delivered.  You have seven days to try your shoes before you card is charged.  

All Relay footwear is in excellent condition backed by our Run Ready Guarantee and 30 Day Unlimited Mile Trial. Relay works with the top brands and retailers by hand selecting their best surplus inventory and putting those shoes through a comprehensive quality assurance process by a highly trained footwear expert.

Relay shoes are 99% new, but there’s a 100% chance you won’t be able to spot the difference between Relay and brand new. If a shoe has even a slight sign of wear (beyond trying them on or taking them for a short run) they aren’t sold on the Relay marketplace.

New shoes are added every weekday. For a curated edit of the week’s newest releases, sign up for our newsletter. 

Because Relay receives inventory from a variety of sources, it’s tricky to predict when a particular model will be back in stock—your best bet at snagging your favorite model is to sign up for our Weekly Drop, or check our site daily for new inventory.