Returns

Do you offer FREE returns?

Yes. You may return your order for free at any store nationwide.

Online returns will incur a $10 shipping fee should you choose to use our return label.  You may also purchase your own label through any carrier of your choice if you don't want to use our label.

Elite Rewards members may contact customer service to receive a free return shipping label shipping for items purchased online at www.thewalkingcompany.com as well as for products ordered in-store at The Walking Company.

Can I return an online order to a local store?

Yes. You may return any item to any of our stores nationwide. Please bring with you the email order confirmation and packing slips associated with your order.  If you used PayPal or Apple Pay, please allow for additional time with the associates as we will need to process these refunds through our online customer service team. 

I would like to return a gift that was sent to me. How can I do that?

You can return the item to a local TWC store with the included invoice/receipt or you can mail the purchase back to our distribution center, with the included invoice/receipt.  Online returns will be subject to the return shipping label fee of $10 if you choose to use our shipping label.

How long does it take for me to get a refund?

Please allow sufficient time for your order to arrive at our facility.  This time may vary depending on the shipping method.  Once we receive the items your refund will be processed within 5-7 business days and may take additional time to appear on your credit/debit card.  For mailed checks, there may be an additional 10-15 business days to receive the check via USPS. You will receive an email confirmation when your return is processed at our facility.

Do you refund shipping charges?

Unfortunately, shipping charges are not refunded for returned items that are shipped to a customer.  In the case where your order is not shipped from our warehouse, the shipping will be refunded.

I am returning an item purchased with a TWC Gift Card, how does that work?

All refunds can only be returned to the original form of payment.  If you used a gift card, a new TWC Gift Card will be issued for the amount used from the original purchase, once the return is processed.  Gift cards cannot be returned for cash or to credit cards.


Payment Information

What forms of payments do you accept?

Visa, MasterCard, American Express, Discover, PayPal, Shopify Pay, Apple Pay, Google Pay, and Prepaid Gift cards.

Can I pay with multiple credit cards?

Unfortunately, we do not accept multiple credit or debit cards as payment for purchases.

How do I use a physical Walking Company Gift Card online?

To use a physical gift card or Walking Company gift card starting with a “277” number online, please call Customer Service 1 (800) 642-9265.

Can more than one gift card be used towards a purchase?

Yes. A customer can redeem multiple gift cards during checkout.

Can gift cards be reloaded?

Unfortunately, you cannot reload a gift card.

How can I obtain the balance of my Gift card?

Contact our Customer Service Department at 1-800-642-9265.

Do you accept PayPal and Apple Pay in stores?

Unfortunately, not at this time. You can only use PayPal and Apple Pay through the website.


General Questions

Do you price match if an item goes on sale after my purchase?

Yes. If a regular priced or sale item goes on sale within 15 days. Excludes Final Clearance merchandise. Click here to see more details about our Best Price Guarantee.

Do you price match with other retailers before a purchase is made?

Yes. We price match with other authorized retailers as long as the desired merchandise is in stock at both retailers.

What can cause my order to be delayed?

Our goal is to ship out your product to you within 24 hours of purchase and we do our absolute best to make that happen. However, there are many factors that can impact order processing times including order volume, weather, out of stock items, and address verification issues among several other factors that can cause orders to delay.  

Please also note that 'Fulfilled by Partner' items will take additional processing time; it generally takes 2-3 days to process through our partner facilities.  

Please contact customer service (1-800-642-9265) if you feel that your order has been delayed or if you receive an email regarding a delay.

How do I unsubscribe from your mailing list?

Click here to unsubscribe. You may email customer service, you can chat with us, or you can call us at 1-800-642-9265 for assistance.

How do I change or cancel my order?

Simply contact our customer service department for assistance with order modifications or cancellations: 1-800-642-9265.

Do you offer a warranty?

Yes. If you think you may have a defective item please call or email customer service so that we can discuss any options that may be available to you. Please keep in mind that depending on the time frame, condition of the item and/or what caused the issue we may not be able to accept your item back for an exchange, store credit or refund.

Do you have a rewards system for loyal customers?

Absolutely! The Walking Company Rewards Program provides great incentives for our loyal VIP customers. Click here for more details!

Do you offer gift wrapping?

At this time we do not offer gift wrapping.  Sorry! We hope to bring this back soon. 


Shipping

What do you charge for standard shipping?

We offer a variety of shipping options to suit your needs.  Orders over $100 ship free. 

Click here to see all of our shipping rates and methods. 

Can I expedite the shipping on my order?

Yes. We offer several expedited shipping options online . Click here to see all of our shipping rates and methods.

Do you ship to Hawaii & Alaska?

Yes! All orders that ship to Hawaii and Alaska ship with FedEx 2nd Business Day delivery and prices vary based on order total.  Click here to see all of our shipping rates and methods.

Do you ship to PO boxes or Military APO/FPO addresses?

Yes. Orders to PO Boxes and military bases will ship either via USPS or FedEx SmartPost with final delivery via USPS. An item that is Fulfilled by Partner and orders that ship to Hawaii and Alaska cannot ship to a PO Box and they will require a physical address. Delivery times vary depending on location.

Oops! I accidentally placed my order with the incorrect shipping address. What should I do?

Please contact our customer service department as soon as you are aware of the mistake for assistance with correcting the address. Please keep in mind that we process orders very quickly and we are not able to make any corrections once the item is shipped from our facility. If the items are still in transit we will work with you to reroute the package if possible.  

How can I track my order?

Once the order ships, you will receive a shipping confirmation email with a tracking number that you will be able to track on FedEx.com. If you have not received a shipping confirmation email within 3-4 business days of placing your order, please call Customer Service 1 (800) 642-9265 or email customerservice@thewalkingcompany.com.

If you opt in to receive text alerts, you will be notified via SMS when your order arrives. Subject to carrier availability.

Do you ship internationally?

Yes. We offer $40 flat rate shipping to canada and will be adding additional countries soon. For rate information, please call +1 (800) 642-9265 or email customerservice@thewalkingcompany.com.

Orders shipped internationally will include a shipping charge and can incur customs, duties, taxes and potential brokerage fees. These fees are the responsibility of the recipient; therefore, we ask that you be aware of these fees prior to submitting your order.