Shipping & Return Policy

Shipping Information

We offer Canada-wide shipping, with free shipping on orders over $150. Standard shipping rates apply for all other orders and are calculated at checkout.

  • Orders are processed within 1–2 business days (excluding weekends and holidays).
  • Delivery typically takes 3–7 business days.
  • We ship via Canada Post, Purolator, or UPS.
  • Once your order ships, you will receive a confirmation email with tracking details. Please allow up to 48 hours for tracking info to become available.

Free Shipping

Orders over $150 ship free of charge anywhere in Canada.

Local Delivery (Edmonton Only)

  • Free for orders over $150
  • $10 flat fee for orders under $150
  • Delivery is usually made within 1–3 business days (no same-day delivery)
  • You’ll be notified by text or email on the day of delivery

In-Store Pickup (Edmonton)

Skip the shipping fees by choosing local pickup at:

10805 82 Ave NW, Edmonton, AB T6E 2B2

  • Orders are ready within 1 business day
  • If placed before 12:00pm, your order may be ready same-day
  • You’ll receive an email when your order is ready—please wait for confirmation before coming in

Order Status

Once your order ships, you’ll receive an email with a tracking number.
If you haven’t received your order within 5 business days of the shipping confirmation, please contact us via our contact form, email, or phone with your order number, and we’ll look into it.

Return Policy

We want you to love your purchase. If you don’t, here’s what you need to know:

  • Returns:
  • In-store purchases: Return within 14 days
  • Online orders: Return within 30 days of receiving the order
  • Exchanges: Allowed within 30 days of purchase
  • Items must be:
  • Unworn, clean, and undamaged
  • Not worn outdoors
  • Returned in their original condition
  • Must include the original receipt and be refunded to the original form of payment
  • Sale and clearance items are final sale and non-refundable
  • Return shipping and its cost is the responsibility of the customer

Custom Products

Custom orthotics, custom footwear, bracing, socks and modified shoes are non-refundable, as they are made specifically for your individual needs.

How to Start a Return

To begin a return, contact us via:

  • Contact page
  • Email: info@soleexperience.com
  • Phone: 780-437-7604

Please provide your order number so we can mark it as a return in process. Then send the item to:

Sole Experience
 10805 82 Ave NW, Edmonton, AB T6E 2B2

Damaged or Incorrect Items

Please inspect your order upon arrival. If anything is damaged, defective, or incorrect, contact us right away so we can resolve the issue.

Exceptions / Non-Returnable Items

Some items cannot be returned, including:

  • Custom products (e.g. orthotics, special orders)
  • Gift cards
  • Personal care items
  • Perishable goods
  • Hazardous materials (e.g. flammable liquids or gases)

Have a question about a specific item? Contact us for help.

Exchanges

If you'd like to exchange an item, the fastest way is to:

  1. Return the original item
  2. Make a new purchase for the item you want

Refunds

Once we receive and inspect your return, we’ll notify you if your refund has been approved.
If approved, the refund will be processed to your original payment method.

Please note: It may take some time for your bank or credit card provider to post the refund.

Questions?

Call 780-437-7604 or email info@soleexperience.com or send us a message.