Effective Date: September 28, 2026
1. Overview (Quick Reference)
- Return Window: 30 days from delivery
- Product Condition Accepted: New (unused, undamaged, original packaging) for change-of-mind returns; any condition for defective, damaged, or incorrect items
- Return Method: By mail
- Return Shipping Cost: Customer pays for change-of-mind returns; covered by The Vital Stride for defective, damaged, or incorrect items
- Restocking Fee: 25% for change-of-mind returns; 0% for defective, damaged, or incorrect items
- Refund Processing Time: 7 business days after we receive and inspect the returned item
- Refund Method: Original payment method
- Exchanges: Accepted for defective, damaged, or incorrect items
2. Scope and Intent
This Return and Refund Policy applies to all purchases made through The Vital Stride website located at thevitalstride.com ("Site"), operated by NJ ECOM LLC, and shipped to customers within the contiguous United States.
3. Contact Information
For questions about returns and refunds, please contact our Customer Service team:
Email: support@thevitalstride.com
Phone: +1-502-469-1135
Address: 4403 Tosi Circle, Stevensville, MI 49127, United States
Hours: Monday to Friday, 9:00 AM to 6:00 PM EST
4. Return Eligibility
Customers have the right to return products within 30 days of delivery, subject to the conditions below. We accept returns for both defective and non-defective products.
4.1 Conditions for Return
- For Non-Defective Returns (Change of Mind): The product must be unused, undamaged, and in the same condition you received it, in its original packaging with all labels and tags attached.
- For Defective, Damaged, or Incorrect Returns: Items are accepted regardless of condition. Please provide photos or videos as documentation.
- Proof of Purchase: A receipt or proof of purchase is required for all returns.
5. Return Process
5.1 Initiating a Return. Contact Customer Service at support@thevitalstride.com or +1-502-469-1135 within 30 days of delivery. Provide your order number and reason for return.
5.2 Return Authorization. After reviewing your request, we will provide return instructions. Please note that change-of-mind returns are subject to a 25% restocking fee, which will be deducted from your refund.
5.3 Preparing Your Return. Securely pack the item in its original packaging with all accessories and documentation included.
5.4 Shipping the Return. For change-of-mind returns, you will need to arrange and pay for your own return shipping label. For defective, damaged, or incorrect items, we will provide a prepaid return shipping label at no cost to you. Ship the item within 7 days of receiving your return authorization, using a trackable shipping method.
6. Return Shipping Costs and Fees
- Return Shipping Costs (Change of Mind): The customer is responsible for return shipping costs.
- Return Shipping Costs (Defective, Damaged, or Incorrect Items): The Vital Stride covers return shipping costs.
- Restocking Fees: A 25% restocking fee applies to change-of-mind returns. No restocking fee applies to defective, damaged, or incorrect items.
7. Specific Return and Refund Conditions
7.1 Returns Due to Change of Mind (Non-Defective Products). Items must be unused, undamaged, and in original packaging with tags attached, and the return request made within 30 days of delivery. A refund will be issued to the original payment method, minus a 25% restocking fee. Return shipping is the customer's responsibility.
7.2 Defective or Damaged Goods. Contact us within 7 days of delivery. Provide photos or videos of the defect or damage. We will offer a replacement or a full refund with no restocking fee, and we cover return shipping.
7.3 Incorrect Product Received. Inform us immediately upon receipt. We will arrange for the incorrect item to be returned at our expense and ensure you receive the correct product at no additional cost.
7.4 Product Never Arrived. Contact us if your product does not arrive within the estimated delivery time. We will investigate with the carrier and offer a full refund or replacement if the product is confirmed lost.
7.5 Order Cancellation. See our Cancellation Policy for details on canceling an order before it ships.
8. Refunds
8.1 Refund Conditions. Refunds are issued after we receive and inspect the returned item. We will notify you via email of the approval or rejection of your refund.
8.2 Refund Processing. Refunds are processed to the original payment method within 7 business days of receiving and inspecting the return. It may take additional time for the refund to appear in your account, depending on your bank or card issuer.
8.3 Partial Refunds. Partial refunds may be granted for items not in original condition or missing parts for reasons not due to our error, or for items returned more than 30 days after delivery.
9. Exchanges
We accept exchanges for items that are defective, damaged, or incorrect. To request an exchange, contact us at support@thevitalstride.com.
10. Non-Returnable Items
The following items are not eligible for return or refund: custom or personalized items; items marked as "Final Sale."
11. Timelines
- Return Window: 30 days from delivery.
- Defective, Damaged, or Missing Item Reporting: Within 7 days of delivery.
- Refund Processing Time: 7 business days after receiving and inspecting the returned item.
12. Legal Rights
This Return and Refund Policy does not affect any statutory rights you may have under applicable law.
13. Questions and Support
The Vital Stride (operated by NJ ECOM LLC)
Phone: +1-502-469-1135
Email: support@thevitalstride.com
Business Hours: Monday to Friday, 9:00 AM to 6:00 PM EST
Address: 4403 Tosi Circle, Stevensville, MI 49127, United States
Note: By making a purchase on our Website, you agree to this Return and Refund Policy.
