FREQUENTLY ASKED QUESTIONS
PRODUCT
Are the products original?
Yes! You are buying from the official ASICS store in Chile, and we guarantee that all products are 100% authentic.
Is there stock available for all published products?
If the product is available for purchase, that means it’s in stock for delivery. We make every effort to keep our online inventory updated, but please note that due to simultaneous purchases, a product may sell out while you’re checking out. In such cases, we will refund your money (if payment has already been made) through the same payment method used at checkout.
I want to know more about ASICS technology!
To learn everything about ASICS product technology, click here: https://www.asics.cl/tecnologias-asics
How do I choose my size?
If you’re unsure which size to buy, every product page includes a size guide where you can check your measurement in centimeters according to the size chart.
PAYMENTS
What payment methods are available?
We accept credit cards from Visa, MasterCard, and American Express. You can pay in 3 or 6 interest-free installments by selecting the “Credit Card” option at checkout. You can also pay through Mercado Pago and use the payment options available on that platform. For more information, visit: https://www.mercadopago.cl/ayuda
Refunds
Refunds will be processed according to the payment method used. Once your order cancellation is confirmed or your product return passes quality control, you’ll automatically receive your refund. The time it takes for the refund to appear in your account or card varies depending on the payment method. Shipping costs are non-refundable, regardless of the reason for return.
IMPORTANT: Refunds will only be processed after the product(s) have been received and inspected at our Distribution Center.
Credit Card:
The refund will be made as a reversal to your credit card for the corresponding amount. Shipping fees are non-refundable. The refund will appear as a credit adjustment on your monthly statement. If the refund is processed after your billing cycle closes, it will appear on your next statement. Once the refund is approved, the posting time depends on your bank. If you need further details, please contact your bank directly.
Invoice (Boleta)
Your receipt will be sent via email once your order ships from our Distribution Center. Please check all inbox folders (including spam). Currently, we issue only electronic receipts for final consumers (no invoices). Once a receipt is issued, data cannot be modified, but you can update your details for future purchases.
DISCOUNT COUPON
How can I use my discount coupon?
First, check if the promotion applies to the desired product. Not all products are eligible; some promotions apply to specific lists or exclude certain items. Also check the coupon’s validity period.
Once confirmed, follow these steps:
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Select the size and/or color of your chosen product(s) and click “Buy.”
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In your cart, enter the coupon in the “Discount code” field and click “Apply.”
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The discount will be deducted from your order total.
IMPORTANT: If the coupon doesn’t apply, make sure the code is correct and recheck the eligible items and validity. Our Customer Service Center is available to help you.
Does my discount coupon have restrictions?
Discount coupons usually have specific terms and restrictions detailed in the promotion conditions. Check eligibility, validity, and rules in the original communication or on our regulations page. If you still can’t use a valid coupon, review the “How to use the discount coupon” section or contact our Customer Service team via chat — we’re here to help.
SHIPPING
What shipping methods are available?
All products are shipped to the address you provide. Delivery time may vary depending on your location. You can check delivery estimates and costs before completing your purchase.
IMPORTANT: Please ensure your shipping address is correct, as it cannot be changed after confirmation. ASICS is not responsible for address errors or failed deliveries due to incorrect data.
Do you offer international delivery?
No, ASICS only delivers within Chile.
How long does delivery take?
Delivery time depends on the product, region, and shipping type. To check estimated delivery for your address, enter your postal code in the “Calculate Shipping” field on the product or cart page. The delivery period starts once your payment is confirmed by the financial institution.
Can I track my order online?
Yes! Once your order is shipped, you’ll receive an email with tracking information.
Regions we do not currently ship to: Easter Island, Juan Fernández, Ancud, Castro, Chonchi, Curaco de Vélez, Hualaihue, Queilen, Quellón, Quemchi, Quinchao, Antártica, Cabo de Hornos, Laguna Blanca, Primavera, Río Verde, San Gregorio, Timaukel, and Torres del Paine.
What are the delivery hours?
Deliveries are usually made Monday to Friday from 8 a.m. to 6 p.m. (some remote areas may differ). An adult (18+) must be present to receive and sign for the package.
What if I’m not home to receive my order?
Any adult over 18 can receive it. Two delivery attempts will be made on different days and times. If unsuccessful, the product will be returned to our Distribution Center, and you’ll be refunded according to the amount paid.
Can I pick up my order at an ASICS store?
No. Online purchases are shipped directly to your address.
Commercial Events (ASICS Days, ASICS Week, etc.)
Due to high sales volume during promotional events, deliveries may be delayed up to 15 business days. Returns from event purchases must be requested within 30 days of receipt. Refunds follow the original payment method, and shipping costs are non-refundable.
ORDERS
Can someone else receive my order?
Yes! Anyone over 18 years old can receive the order.
Can I change my delivery address?
No. Once your order is completed, delivery details cannot be modified. If delivery fails, you’ll receive a refund through the same payment method or a store voucher.
Why was my order canceled?
If your payment failed, your order may have been canceled. Check with your card provider for any payment issues.
RETURNS
Can I return a product after purchase?
Yes! You can return your order within 30 days of receipt. To start a return, contact our Customer Service Center through the Help menu.
What condition must the product be in?
The product must be returned in its original packaging with all accessories and manuals, showing no signs of use. For footwear, try them on indoors with clean socks to avoid dirt or marks. Customer Service will ask for photos of the product, its tags, box, and shipping label.
All returns are inspected at our Distribution Center within 10 business days. Refunds are processed only after quality control approval.
When will I receive my refund?
Once the returned product is inspected and approved, you’ll receive an email confirmation and refund via your original payment method. Credit card refunds can take up to 30 days depending on your bank. Debit payments are refunded to your Mercado Pago account.
How do I return my product?
Contact our Customer Service team, who will guide you through the process and send you a prepaid return label for Beetrack branches.
How should I prepare my product for return?
Products must be unused, in original packaging, with tags intact. Include the return form received via email. The return window is 30 days from delivery.
Can I exchange my order?
Not currently. You can request a return and place a new order.
Can I exchange my online purchase at a physical store?
No. Products purchased online can only be returned online.
How can I track my return?
Once you drop off your return at Beetrack, you’ll receive a tracking number. You can follow it here: https://www.correos.cl/seguimiento-en-linea#0
Where can I find return locations?
Find nearby drop-off points here: https://www.correos.cl/web/guest/sucursales
PRODUCT SUPPORT
ASICS products undergo strict quality control. If you believe your product has a manufacturing defect, please contact Customer Service using the information sent to your email after purchase confirmation.