Frequently Asked Questions

How do I know if my order was received?

You’ll receive a confirmation email upon order completion and another email once we’ve fulfilled your order

You don’t have my size or colour available?

Call us at 604-531-7879! We’ll double check our in-stock inventory or place a special order for you!

Do you price match?

We will match local competitor pricing for identical style, colour & size.  Call us at 604-531-7879 for price match orders.

Can I cancel my order?

Contact us immediately to confirm your order can be cancelled prior to shipping. Call 604-531-7879 or email us at info@penrun.ca. Once the order has shipped, you will have to start a return claim.

Where do you ship to? And when will my order arrive?

Order fulfillment will be on the same day orders are received before noon Monday - Fridays. No orders will be fulfilled on weekends or statutory holidays.

Can I change the shipping destination address?

Contact us immediately with any changes to the shipping destination. Unfortunately, we cannot guarantee your request will be met.

How do I pick up in-store?

In store pick up can only be made during store hours and you must bring proof of purchase and ID.

How do I return my order?

You can bring your order back to the store for a refund or contact us via email info@penrun.ca to arrange for authorization & shipping details. Return shipping is at the customer's expense.
All returns must be in original condition &  packaging and unworn/unused, within 14 days of delivery. 
No returns will be accepted on sale or worn items or socks/nutritional items.
We reserve the right to refuse any return. Shipping costs are non-refundable.

What if I want to make an exchange?

First, contact us for authorization of the return and we’ll arrange for an exchange.  Additional shipping costs will be added to the order.

My order arrived damaged?

Contact us immediately to give us full details of the issue. Photos of the damage can be sent to info@penrun.ca

How long does it take to receive my refund?