Returns - Exchanges

Returns & Exchanges

NOTE: The TRUE customer care team is currently experiencing a high volume of inquiries so please email and we will respond within 1-2 business days. Our phone line availability will be temporarily minimized due to the high volume. Thank you for your patience and understanding and we apologize for any inconvenience.

You didn’t like your TRUEs? Need a different size? No worries, we appreciate you trying a pair! You have 30 days to get them back to us; we’ll even cover the return shipping (on domestic orders) for one return or exchange. If you’re trying a new pair/size, we’ll send out the replacement at no charge to you once your original pair is received. After 30 days is up, you’ll be responsible for the return shipping but we’ll still take care of a refund or exchange as long as the shoes are in new, unworn condition. You have up to 90 days to return for a full product refund. Original shipping cost does not apply.


Q: How do I exchange/return all or part of my order?

A: Email Us at or Click here to be taken to our exchange/return request form. Items to have handy:

  • Full Name associated with original Order

  • Order Number (found on the order confirmation email)

  • Email address (so we can send you return shipping materials)

  • Reason (let us know what’s going on, we appreciate this!)


Once your info is submitted, our support team will work quickly to get a prepaid label emailed to you. Be sure to pack up your order just as it came, place the label on the box and drop off at your nearest shipping center (usually provided in the email accompanying the return label). TRUE will cover shipping both ways, for 1 exchange. Any additional exchange return shipping will need to be covered by customer.


Exchanges: Once your return tracking number is activated, let us know and we will send the replacement pair your way! If we don’t hear from you via email, we will process your exchange request in 1-2 business days following the receipt of your returned pair.


Returns: A refund for the full amount (less original ship fee) will be executed within 5-10 business days following receipt of your returned merchandise.



WATERPROOF Warranty: TRUEs are warrantied to be waterproof for up to 2 years depending on the model. If at any time in that window your pair does not keep the elements away, we will replace them ONE time with the same or equivalent pair. If no such equivalent pair is available, we will arrive at a solution in a fair and consistent manner. Please email us ( with an explanation of the issue and have the original proof of purchase handy. Without it, we cannot be certain your pair is eligible for warranty. Should your pair qualify, we will have you send them in to our warranty department for testing and follow up with our corrective action if applicable.


DEFECT Warranty: Mistakes happen and we’ll work quickly to resolve it! If you feel something isn’t quite right with your TRUEs, send us an email that explains what’s going on ( We’ll need to verify your product falls within our warranty parameters, so please provide original proof of purchase and purchase location if outside of All of our products are warrantied to be free of defects for 60 days from the purchase date. Defective products will be repaired or replaced with an equivalent product at our sole discretion.


Questions, comments or just the desire to talk to a real human, please feel free to call or text (253) 442-2047.