260.496.8000

Customer Service & FAQ

Customer service is at the core of our company’s business model. The hallmark of our customer service is a custom fitting process for shoe selection. We are the only store in northeast Indiana or northwest Ohio that offers this level of service for customers. We continually receive accolades from our customers and vendors regarding our service, communication, and relationship development. These are not outside relationships for us; we believe that each and every customer, vendor, or external contact we foster makes our business what it is today.

Frequently Asked Questions

Q. Do I need an appointment for a gait analysis? 

A. No, you do not need an appointment. We offer our one-on-one shoe fitting on a first-come first-serve basis. All of our staff members are trained in our gait analysis and shoe fitting process and we are available to help you find your perfect shoe any time during our normal business hours!

Q. Do you charge for the gait analysis?

A. We do not charge for our gait analysis process, but we do reserve the process for customers who are looking to purchase shoes that day. We offer our gait analysis and shoe fitting process to every new customer.

Q: How long does a gait analysis take?
A: Anywhere from 10-45 minutes depending on a number of factors. For that reason we ask that if you’d like to take part in the entire fitting process that you arrive at least 30 minutes before we close. This will ensure you receive the best possible experience!

Q. Do I need to be a runner to purchase shoes from you?

A. Nope! Our shoes work for a myriad of purposes and issues. We are happy to help you find the perfect shoes for running, walking, work, standing for long periods of time, and much more!

Q: Do you carry walking shoes?
A: All of our shoes can be used for walking or running. The main distinction between walking and running shoes is that walking shoes have a leather upper (the top part). For most people this is somewhat impractical as they can become quite hot and are troublesome to air out after they get wet. So in short: Yes.
Q: What’s the difference between your shoes and the shoes at a department store?
A: Materials, research, quality….. Pretty much everything but the logo.
Q: What’s the best brand of shoe?
A: There isn’t one. What feels good on one person’s feet might feel awful on someone else’s and vice versa. The best way to figure out which one is best for you is to get a gait analysis and try some on!
Q: Do you have sales? 
A: We have an ongoing sale section of recently updated shoes. It’s pretty hit or miss but you can find some great deals!

1. Standard Return Policy

All returns must be accompanied by the original sales receipt. No refunds or exchanges on clearance items (this does not include sale items).

Shoes
Shoes may be returned for any reason within 15 days of original purchase date and must include the box. After 15 days, only defective products may be returned. We want you to be satisfied with your shoe selection. If there is anything you are unsatisfied with, please let us know.

Apparel & Accessories
Apparel that has not been worn and accessories that have not been used may be returned within 15 days of original purchase date. After 15 days, only defective products may be returned. Returned items must include all original tags and packaging must be in re-sellable condition.

Defective Products
If there appears to be a defect with your product, as judged by 3RRC staff, we will exchange your item or provide store credit within 90 days of original purchase date. If you are unsure whether your product is defective, please bring the item into the store and we can evaluate it for you.

Brand Warranties
If a manufacturer has an advertised warranty that is outside the Three Rivers Running Company return policy, we will honor the manufacturer’s warranty.

Purchasing
If a credit card was used for the original purchase, the credit card must be present at the time of return. If the purchasing credit card is unavailable, returns will be made by store credit. If a check was used for the original purchase, purchases are eligible for refund after 7 business days. Checks returned due to NSF will incur a $20 service fee.

 

2. Shipping

We are happy to ship shoes, apparel, or anything else we carry to you.

Hard Goods
$5 per item
This includes any product that needs to be protected during shipping like shoes, inserts, injury products, electronics, hydration packs, and hydration bottles.

Soft Goods
$5 if you spend less than $50 total in soft goods; FREE if you spend more than $50 total in soft goods
This includes any product that can be packed tightly without damaging the product like socks, apparel, hats, gloves, and bras.

 

3. Gift Cards

Three Rivers Running Company offers custom 3RRC gift cards in any denomination. Our 3RRC gift cards are the perfect item for the runner, walker, or triathlete for birthdays, holidays, or just because occasions. If you are unable to make it into the store, we can easily mail you a gift card – just contact us.

 

4. Frequent Buyer Program

What is 3RRC’s Frequent Buyer Program?
3RRC’s Frequent Buyer Program (FBP) is a rewards program in which customers and their immediate family members earn discounts for every purchase they make. There are no minimum purchases to make and your rewards never expire.

How does the FBP work?
For every $500 spent in the store, a customer earns a $25 reward that can be used on any item. That’s equal to 5% off every purchase made.
We just gather a few bits of information to enter you in the program and you start earning rewards right away. After you hit the $500 mark and redeem your $25 reward, everything starts over and you can earn rewards again and again. Don’t worry, you won’t have to carry around a membership card. We store everything for you; so if you give us your name, we can look you up!

Does the FBP cost to join?
There is no cost to join. When you make your first purchase at our store, we ask for a few pieces of information (name, phone, and email) that automatically enroll you in the program.

Are there any other benefits to the FBP?
Yes, the plan allows 3RRC to better serve you by easily reviewing your past purchases to make the best possible recommendation on your next purchase. This is especially helpful for those of us who don’t remember the brand or size we normally wear; we store that information too. Finally, the FBP makes purchasing gifts a breeze. Buying a gift for the runner in the family is easy because we know exactly what they prefer based on past selections.

 

5. Special Orders

We are able to order some items that are out of stock from our regular inventory. We normally place our fill-in and special orders every Monday morning, so please let us know prior to Monday if you’d like us to order an item for you. Once we place the order, the items will typically arrive within 5-7 business days (delivery times vary based on weather, availability, shipping location, etc…).
If you’d like us to order an item we do not typically stock, we may require prepayment prior to placing the order. Depending on the time of year, certain items that we have in the store (mainly apparel) may not be available for special order; apparel items are usually seasonal and the initial shipment is all we receive for that given season.
In certain situations, we may not be able to order an item that you find on a particular vendor website or in an ad. We will do our best to find the item, but some colors, styles, and designs are unavailable to us.
Please let us know if you have any questions about ordering our products!
Our online store does have items and colors that we may not have in stock in the store. Feel free to shop at the link and let us know if you have any questions!

“Watching ‘newbies’ complete their first event, seeing the enthusiasm and joy in their eyes, and knowing we have another convert to a healthy lifestyle inspires me. I preach wellness every day and to see it in action is all the motivation I need.”

Mark O’Shaughnessy

#IAm3RRC

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