While our customer service team seeks to respond to all inquiries within 24-28 hours or less, sometimes we cannot be there immediately.
Below are answers to some common questions we receive. Please take a look at these FAQs before contacting our team.
1. What makes Dream Strides different from any other online fitness apparel & running store? Why should I shop here?
At Dream Strides, we are on a mission to unite the Worldwide Running Community while at the same time supporting worthwhile community projects and local charities. When you shop at Dream Strides, you are casting a vote for the kind of world you want to live in:
- Where runners and exercisers of all levels are empowered & encouraged
- Where the community and the people are put first
- Where viable opportunities are created for students, single mothers, women fleeing abusive situations and athletes who are struggling to get their careers off the ground
- Where the dreams of critically ill children are fulfilled
- Where profits are a means to fulfill a mission that helps many people rather than just fills the owner's pockets.
2. Where do your products come from?
We work with a number of suppliers from all over the world. Some of our products are shipped from Victoria, BC, Canada while others come from the USA or China. Many of the products have been handpicked by the owner of Dream Strides in order to ensure quality. Typically, our products are made either in Canada, USA, or China. We strive to develop a positive and long-lasting relationship with our suppliers and dropshippers.
3. Why is the store called Dream Strides?
We are on a mission to empower runners and exercisers of all levels to take strides towards their dreams and goals. Therefore, we named our store Dream Strides in order for it to be symbolic of our vision and mission.
4. How does your sizing work?
Our sizing differs across all products and therefore we do not have a definitive size guide that's applicable to all products. However, we include a size chart with each of our products in the product description to ensure the most accurate sizing. If you are in between sizes, we recommend going with the larger size.
5. How can I contact you?
You can email us at firstname.lastname@example.org or DM us on INSTAGRAM
SHIPPING, ORDERING & RETURNS
1. How does shipping work?
Orders typically get processed within 2-5 business days. After that, the shipping time depends on where it is going and where it is coming from. Please note: we are not a quick ship company. Our average delivery times are 2-3 weeks but because a lot of our items are made to order, some shipments may take longer. However, this allows us to keep our prices reasonable without compromising quality. The only downside is we can't do next day shipping, which is why we ask our customers to be patient for delivery. However, in doing so, you are getting a better price and saving money. Please note that the customer is responsible for any duties that need to be paid when shipping to other countries, if applicable.
2. What happens if I don't receive my order?
If it is due to an error on our end-we will either provide a refund or replace your order. However, refunds will not be issued for failure to pick up from your local post office or if we were given an incorrect address. We will do our best to make it right. For more information, please review our Refund Policy.
3. My order arrived. Why am I missing an item (or items) from my order?
Unfortunately we are not able to consolidate our shipments for a few reasons, such as:
- If an item is not in stock, we will not hold the order; we will ship out what is available and send the rest in a separate shipment . If you have ordered an item that is out of stock, we will let you know.
- We work with a number of fulfillment centres in different locations and therefore not all our items will be shipped at the same time from the same location.
- Larger orders will sometimes be sent in smaller shipments to decrease customs charges incurred by our clients.
4. Where is my item?
A tracking number will be provided once your product is ready to ship. Please be patient as this can take from 24-96 hours after your order has been placed. You will be able to track the most recently posted location of your order via the tracking link provided to you after your order. If you did not receive it, do not hesitate to contact us and we will take a look for you. Please provide your name and order number in your inquiry.
5. Why is my tracking information not updating?
We are stoked to know that you are excited about your order! If the tracking information has no updates, it means that there have been no updates. Tracking updates are posted as each set of hands touches the package at each waypoint on its way to your destination. Unfortunately, our customer service team cannot provide any extra details as to the package location past your tracking information.
If you are still concerned, we recommend you contact the carrier listed on your tracking information as they are handling the deliveries and are directly involved with the transit of your package.
6. Do you cover return shipping costs?
Unfortunately, due to fraudulent attempts by a few people, we no longer cover return shipping costs. It is the customer's responsibility to cover the return shipping cocst. Any deliveries sent C.O.D. will be returned to sender and the return will not be processed.
7. My package was marked delivered but I never got it. What can I do now?
We send items to the address which the customer has provided us. We are not liable for packages delivered to incorrect addresses provided. If you are certain you have provided the correct address, please contact the carrier involved with the delivery of your order. The carrier information is stated on your tracking information.
Orders marked delivered to the address provided by the customer are considered complete and unfortunately, we cannot be held liable or responsible for any non- receipt inquiries at this point.
8. Do you offer free shipping?
We offer free shipping for orders over $150 before taxes. Use the code FREESHIPPING to get your shipping discount.
9. Can I cancel my order?
If you wish to cancel your order because you changed your mind about a purchase, please contact us. Please note that a $10 restocking fee will apply. Please be absolutely sure of your order before you place the order. If your order has already shipped (and you were provided with a tracking number), we cannot cancel it. You must receive it and then return it, if you still don't want the items. The $10 restocking fee will apply in any case.
SALES, DEALS & PROMOTIONS:
1. An item I wanted is no longer on sale, can I still have the sale price?
Unfortunately all good things come to an end and you unfortunately missed out this time. However, we are always offering deals, discounts and promotions. Turn on our post notifications on Instagram and sign up for our newsletter to be the first to know about future deals and discounts.
2. Can I use multiple discounts on the same order?
Unfortunately, no. You may not stack your discounts. Only one discount code per order will be accepted.
3. How can I get additional discount codes for future orders?
There are many ways that you can get discounts on your future orders. We often post discount codes on our Instagram as well disctribute them in our newsletters. If you post on Instagram any photos of yourself wearing our clothes, use the #run4dreams and #dreamstrides and tag us for your chance to win a discount of anywhere between 10-30% off your next order. We check all the photos associated with our hashtags and select our winners and random times. If you end up winning, we notify you by commenting on your page that you have been selected for a discount code. Then, it is up to you to send us a DM to receive your code. You can also follow one of our Brand Ambassadors who have discount codes associated with them.
As we receive more frequent questions, we will add them here. Keep checking this page in case if your question has already been answered.