Welcome to Hoka Shop’s FAQ section! We’re here to help answer your questions about our performance running gear, shipping policies, and more. Below you’ll find answers to our most commonly asked questions.

About Our Products

What types of running shoes do you specialize in?
We specialize in high-performance running footwear including racing flats, trail running shoes, and running sandals. Our collection is carefully curated for serious runners who demand quality and performance from their gear.
How do I choose the right running shoes for my needs?
Consider your running surface (road, trail, track), distance, and personal preferences. Our Racing Flats are designed for speed on roads, while our Trail collection offers stability for rough terrain. For everyday training, browse our Running category.
Do you offer products for both men and women?
Absolutely! We carry complete lines of Men’s Shoes and Women’s Shoes, along with gender-specific running apparel and accessories like socks.

Ordering & Payment

What payment methods do you accept?
We accept all major credit cards including Visa, MasterCard, and JCB, as well as PayPal for secure checkout.
Is my payment information secure?
Yes! We use industry-standard encryption to protect all transactions. Your payment details are processed securely and never stored on our servers.
Can I modify or cancel my order after placing it?
We process orders quickly (within 1-2 days), so please contact us immediately at [email protected] if you need to modify or cancel an order. We’ll do our best to accommodate your request before shipment.

Shipping & Delivery

Where do you ship?
We ship worldwide, excluding some Asian countries and remote regions. Contact us if you’re unsure about delivery to your location.
What are my shipping options?
We offer two shipping methods:
Standard Shipping ($12.95 USD): 10-15 day delivery via DHL or FedEx
Free Shipping: 15-25 day delivery via EMS for orders over $50
How long does order processing take?
All orders are processed within 1-2 business days before being handed to our carrier partners. Delivery times begin after dispatch.
Can I track my order?
Yes! You’ll receive tracking information once your order ships. For Standard Shipping, you can track in real-time through DHL or FedEx. EMS also provides tracking for free shipping orders.

Returns & Exchanges

What is your return policy?
We offer a 15-day return window from the date of delivery. Items must be unused and in original condition with all tags attached.
How do I initiate a return?
Email our customer service team at [email protected] within 15 days of receiving your order. Include your order number and reason for return, and we’ll guide you through the process.
Who pays for return shipping?
Customers are responsible for return shipping costs unless the item arrived damaged or there was an error in your order. We recommend using a trackable shipping method.
How long do refunds take?
Once we receive your return, please allow 5-7 business days for processing. Refunds will be issued to your original payment method.

Customer Service

How can I contact customer service?
Our running-enthusiast customer service team is available via email at [email protected]. We typically respond within 24 hours.
What are your business hours?
Our team is available Monday-Friday, 9am-5pm PST. Emails received outside these hours will be answered the next business day.
Where is your company located?
Our headquarters is at 2014 Glory Road, Mc Minnville, US 37110, but we serve runners worldwide through our online store.

Still have questions? Our team of running experts is always happy to help! Email us at [email protected] for personalized assistance.