Shoe Warranty and Defects
Shoe Warranty
Tennis Express provides a one-time 6-month outsole warranty for several shoes. To find shoes covered by a 6-month outsole warranty, please click HERE. Only shoes that state "6-Month Outsole Warranty" in their product description are eligible for warranty claims.
If the outsoles are worn through within 6 months of receiving the eligible shoes, you may contact us to return them for a one-time warranty gift card. Shoes must be completely worn past the outsole and into the midsole or insole of the shoe. The toe-guard or upper of the shoe is not covered by any warranty. See pictures below for examples.
One-Time Warranty: Please note that the Outsole Warranty covers only the original, first purchase of an eligible shoe. Any subsequent shoe purchased using the warranty gift card will not be covered by another outsole warranty.
Online Warranty Claims:
- Contact us to initiate the warranty claim. Email our Warranty Department ([email protected]) with pictures of the soles of the shoes and your order number. An initial assessment will be made based on the pictures. If the shoes appear to be eligible for the warranty claim, you will be prompted to return the shoes to us.
- Return the eligible shoes to us. Customers are responsible for the shipping back to Tennis Express for all warranty claims. One of our prepaid FedEx Ground shipping labels may be used at a cost of $6.95, deducted from the warranty gift card amount. Please contact us for this return label to be emailed to you.
If you ship the shoes back on your own, please use this address:
Tennis Express
Attn: Warranty Department
10771 Westpark Drive
Houston, TX 77042 - Receive warranty gift card. Once the product has been returned and the warranty claim has been fully approved, you will receive an email confirmation with the warranty gift card information.
In-Store Warranty Claims:
You are also welcome to bring eligible shoes to our Houston store for us to process the claim immediately. Approved claims will receive a warranty gift card, which may be used to purchase another pair of shoes.
Examples of shoes eligible for warranty claim:
Examples of shoes not eligible for warranty claim:
Shoe Defects
If there are any defects with the product, you may contact our Warranty Department ([email protected]) immediately for assistance. Please provide your order number and a description of the issue with the product, including pictures of the defect when possible. Please wait for approval from our Warranty Department before shipping back any products with an alleged defect; we will provide you a prepaid return label.
All defect claims will be inspected after the product is returned to us. Products that have been worn down through normal use or misuse will not be covered. If a new and unused product is found to be defective, you will receive an exact replacement or a warranty gift card. For confirmed defects that occur after customer use, the resolution will be determined on a case-by-case basis, depending on the item and the nature of the defect. If a defect cannot be confirmed, the product will be subject to our normal Return Policy.