Refund policy
Domestic Orders
If your upalee shoes have only been tried on indoors to check fit and remain in resellable condition, you may request a return or exchange within 30 days of your original purchase date.
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Contact Customer Service
Please reach out to our support team and provide:
- Your order number
- A brief description of the issue or reason for return/exchange.
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Return Method
After confirming your request, our customer service team will:
- Provide a return shipping label
- Guide you through the return process
Please make sure your shoes are:
- Unworn outdoors
- Returned in their original packaging
- In resellable condition
During free return promotion periods, return shipping will be fully covered by us.
Outside of free return promotion periods, we will provide a return shipping subsidy of up to $10. The customer will be responsible for any return shipping cost that exceeds this amount.
Outside of free return promotion periods, customers will need to pay the return shipping cost first. Once the returned shoes are received and inspected, and confirmed to be in acceptable condition, we will provide partial reimbursement of the return shipping cost, up to a maximum of $10.
For shoes that have been worn in a way that affects resale condition, please contact customer service first so our team can review the case and guide you through the next steps.
Once your return is received and inspected, we will process your refund or exchange accordingly.
Warranty Service — Zerotie Fit System (1-Year Warranty)
All upalee shoes come with a 1-year warranty for the Zerotie Fit System.
If any quality issues occur within one year of purchase, we will provide repair or replacement service.
For warranty assistance
Please contact customer service with:
- Your order number
- Photos or videos showing the issue
Our team will help determine the appropriate solution.
International Orders
For international returns:
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For orders outside the United States, if you need a return, exchange, or warranty service, please contact customer service first so our team can assist you further.
Questions？
We’re here to help.
Email: hello@upalee.com
We’ll make sure your experience with upalee is as smooth and hands-free as your shoes.
