Sole Return Policy: Quick Refund and Exchange Guide

Sole Return Policy: The Ultimate Guide for Fitness & Footwear Returns

When you search for the Sole return policy, you might immediately run into a confusing problem: there are two completely different companies that go by the name "Sole."

Depending on what you bought, you are either dealing with Sole Fitness (a company that sells heavy, high-ticket treadmills, ellipticals, and exercise bikes at soletreadmills.com) or SOLE Footwear (a brand famous for orthopedic insoles, footbeds, and sandals at yoursole.com).

Because these products are so different, their return rules, return shipping fees, and timelines are entirely distinct. Trying to return a 300-pound treadmill requires scheduling a freight truck, while returning a pair of heat-molded insoles just requires a quick trip to the post office.

This comprehensive, step-by-step guide is updated for 2026 to clear up the confusion. We cover both brands in complete detail, outlining your return window, what fees you can expect, and how to get your money back without the hassle.

1. Overview of the Sole Return Policy

To help you find the correct rules for your exact purchase, we have broken down the core policies for both Sole brands. Use this quick-reference table to compare how they handle refunds, trial periods, and item conditions.

Policy Comparison by Brand

Whether you are dealing with a heavy treadmill or custom orthotics, the way you start your online return will look very different.

2. Return Window & Eligibility

Knowing exactly how much time you have to test out your product is the most important step in the return process. Both brands are strict about their timelines, but they offer great guarantees if you follow the rules.

SOLE Footwear (Insoles and Shoes)

• The 90-Day Comfort Guarantee (Insoles): SOLE Footwear offers an industry-leading 90-day return window for their footbeds. You are actively encouraged to heat-mold, trim, and wear these insoles. If they don’t relieve your foot pain or feel comfortable, you can return them. If you are comparing orthotic options, you might also find the Superfeet return policy and the Dr. Scholl's return policy guide helpful.
• 30-Day Window (Shoes & Sandals): Standard footwear must be returned within 30 days of the purchase date. Unlike insoles, shoes must be in pristine, unworn, and resaleable condition with the original tags attached. For similar footwear rules, check out the Vibram return policy refund guide.

Sole Fitness (Exercise Equipment)

• 30-Day Money-Back Guarantee: You have exactly 30 days from the date your equipment is delivered to your home to test it out.
• The "Original Packaging" Rule: To get a full refund, the treadmill or bike must be returned in its original cardboard box and wooden pallet. Even if the white-glove delivery team offers to haul the trash away, tell them to leave the box in your garage. If you throw it away, you will be penalized.

Third-Party Retail Purchases

If you bought your items from an authorized retailer instead of the official websites, you cannot return them to Sole directly.

• Dick's Sporting Goods: If you bought a Sole treadmill at Dick's, you have 90 days to return it under their store policy, but you will likely have to pay a hefty freight fee.
• REI: If you bought SOLE insoles at REI, you are covered by REI's 1-year return policy for Co-op members (or 90 days for non-members).

3. How to Return Items to Sole

Neither brand operates physical retail stores, so an in-store return is only possible if you bought the item at a third-party shop like REI. Otherwise, all returns must be processed remotely.

How to Return SOLE Footwear (Mail-In)

If you bought insoles or sandals from yoursole.com, the process is fast and automated.

1. Visit the Returns Portal: Go to the official returns page on yoursole.com.
2. Enter Your Details: Type in your original order number and billing zip code.
3. Select Your Items: Choose the shoes or insoles you want to send back and select a reason.
4. Print the Label: The system will generate a prepaid return shipping label.
5. Pack it Up: Place your items in a secure mailer. If returning shoes, put the original shoebox inside a shipping box (never put tape directly on the shoebox).
6. Drop it Off: Attach the label and drop the package off at the designated carrier (usually USPS or FedEx).

How to Return Sole Fitness Equipment (Freight Pickup)

Returning a 300-pound elliptical machine requires careful coordination. You cannot take these boxes to the post office.

1. Request Authorization: Contact Sole Fitness support via email (info@soletreadmills.com) to request a Return Merchandise Authorization (RMA) number. Do not ship anything without this number.
2. Pack the Machine: Disassemble the machine and pack it back into its original box and onto its shipping pallet.
3. Schedule the Freight Truck: Once your RMA is approved, Sole Fitness will assign a freight carrier. You will need to coordinate a pickup day.
4. Move to the Curb: Freight drivers generally do not enter homes. You will need to move the packaged machine to your driveway or curb for the driver to load.

4. Refund Methods & Processing Time

Both companies issue refunds to your refund method, which is almost always the original credit card, debit card, or financing plan (like Affirm) you used during checkout.

• SOLE Footwear Timeline: Once your package arrives at the warehouse, processing time takes about 5 to 10 business days. After they inspect the items, it usually takes another 2 to 5 days for your bank to make the funds available.
• Sole Fitness Timeline: Because freight shipping moves slower than regular mail, it can take 7 to 10 business days just for the equipment to travel back to the warehouse. Once it arrives, mechanics will inspect the machine before issuing your refund.

If your item was a gift, neither brand can refund a different credit card. However, SOLE Footwear allows gift recipients to opt for store credit instead.

5. Exchange Policy

If you ordered the wrong size or your new treadmill has a defective screen, you will need to rely on the brand's exchange policy.

• For Insoles & Shoes: SOLE Footwear makes exchanges incredibly easy. Using their online portal, you can swap your insoles for a different thickness or trade your sandals for a new size. You have 30 days to exchange shoes and 90 days to exchange insoles. Bonus: If you choose an exchange instead of a refund, they will waive the return shipping fee entirely!
• For Fitness Equipment: If your treadmill arrives damaged or defective, Sole Fitness will handle this under their warranty rather than a standard return. They will ship replacement parts or send a technician to your home to fix it at no cost.

6. Non-Returnable or Restricted Items

To ensure your return goes smoothly, check this list of non-returnable items that will be rejected by the warehouse:

At SOLE Footwear:

• Items clearly marked as Final Sale or bought from a clearance section.
• Digital or physical gift cards.
• Footwear or sandals that show visible outdoor wear, scuffs, or dirt.
• Products bought from unauthorized third-party liquidators (like random eBay sellers).

At Sole Fitness:

• Machines that have been damaged due to customer abuse, improper assembly, or neglect.
• Equipment returned missing crucial components, like the safety key, power cords, or main assembly hardware.

7. Fees, Deductions & Exceptions

This is where the two brands differ the most. Failing to follow the rules-especially with fitness equipment-can cost you a lot of money.

SOLE Footwear Fees

• Return Shipping Fee: A flat fee of $8.00 is deducted from your refund to cover the cost of the prepaid shipping label.
• How to Avoid It: This fee is completely waived if you choose to exchange the item or if you accept your refund as store credit. There is no restocking fee for footwear.

Sole Fitness Fees

• The Restocking Fee Penalty: If you return a treadmill, bike, or elliptical without the original cardboard packaging and pallet, you will be hit with a massive restocking fee of up to 15% of the purchase price. On a $2,000 treadmill, that is a $300 penalty.
• Non-Refundable Services: If you paid extra for white-glove delivery, indoor assembly, or stair-carry delivery, that money is gone. Sole Fitness will only refund the price of the machine itself.

8. Holiday & Extended Return Policies

If you are buying gifts during the winter months, both brands offer a generous holiday return policy to give you more breathing room.

• SOLE Footwear: Any shoes or insoles purchased between November 1 and December 31 can be returned or exchanged all the way until January 31 of the following year.
• Sole Fitness: While they don't have a fixed calendar date, Sole Fitness frequently extends their 30-day trial period to 45 days during major promotional events, such as Black Friday or Cyber Monday sales.

9. Customer Support & Contact Information

If you are having trouble printing a label, or if your fitness equipment arrives damaged, reaching out to customer support is your best move.

For SOLE Footwear (Insoles/Shoes):

• Email: support@yoursole.com
• Hours: Monday – Friday, 9:00 AM to 5:00 PM (Mountain Time)
• Best Practice: Include your order number and photos if your shoes arrived with a defect.

For Sole Fitness (Treadmills/Bikes):

• Phone: 1-888-707-1880
• Email: info@soletreadmills.com
• Hours: Monday – Friday, 9:00 AM to 5:00 PM (Central Time)
• Best Practice: Have your machine's serial number ready before you call to speed up the RMA process.

10. FAQ Section

What is the return policy for Sole Fitness equipment?

Sole Fitness offers a 30-day trial period on all exercise equipment. If you are not satisfied, you can request a return for a refund. However, you must return the machine in its original packaging to avoid a restocking fee of up to 15%. Original assembly and delivery fees are non-refundable.

Can you return used SOLE insoles?

Yes! Under their 90-day Comfort Guarantee, SOLE Footwear allows you to return footbeds even if they have been heat-molded in your oven, worn daily, or trimmed down to fit your shoes. If they aren't comfortable, you can return them for a refund or a free exchange.

How much does it cost to return SOLE footwear?

If you want a standard refund to your credit card, an $8.00 shipping and handling fee will be deducted from your total. However, if you choose to exchange the insoles for a different size or take store credit, the return shipping is completely free.

How do I return a Sole treadmill if I threw away the box?

If you threw away the original packaging, you can still return your equipment within the 30-day window, but Sole Fitness will charge you a restocking fee of up to 15%. You will still need to contact support to schedule a freight pickup from your driveway.

Can I return SOLE insoles bought at REI or Dick's Sporting Goods?

No, online purchases made directly from the brand websites cannot be returned to third-party stores. Conversely, if you bought Sole products at REI or Dick's Sporting Goods, you must return them directly to those retailers under their specific store return policies.

How long does a refund from Sole take?

SOLE Footwear refunds take 5 to 10 business days to process once the warehouse receives your package. Sole Fitness equipment returns take slightly longer-about 7 to 10 business days-due to the slower speed of freight trucks and mechanical inspections.

Can I make no-receipt returns to Sole?

Because both companies operate direct-to-consumer online platforms, no-receipt returns are generally not allowed. However, since your purchase history is tied to your email address, customer service can easily look up your digital order number if you lose your confirmation email.

What should I do if my Sole product arrives damaged?

If your shoes or fitness equipment arrive damaged, do not use the standard returns portal. Contact customer support immediately via email with clear photos of the damage. They will arrange a free carrier pickup and ship a brand-new replacement at no cost to you.

Disclaimer: Return policies may change at any time and can vary by location. Always confirm details on the official Sole Fitness or SOLE Footwear websites, or with your local authorized retailer. Information verified April 2026.

Found this helpful? Bookmark this page for the latest Sole return policy updates and check our other guides before your next major purchase!

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