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At Hoka Shop, we engineer our return policy with the same precision as our performance footwear. Whether you’re returning trail shoes that didn’t quite grip your terrain or exchanging racing flats for a better fit, we’ve streamlined the process to keep you moving forward.

Our Return Promise

We accept returns and exchanges within 15 days of delivery for most products, provided they are:

  • In original condition (unworn, with tags attached)
  • In the original packaging (including shoe boxes without damage)
  • Accompanied by proof of purchase

Non-Returnable Items

For hygiene and performance reasons, the following cannot be returned:

  • Socks (opened packaging compromises product integrity)
  • Customized or special order footwear
  • Items marked as “Final Sale” in product descriptions

The Return Process

Follow these steps as carefully as you’d lace up your running shoes:

Step 1: Initiate Your Return

Email our returns team at [email protected] with:

  • Your order number
  • Item(s) you wish to return/exchange
  • Reason for return (helps us improve our gear)

Return Request Template:

Subject: Return Request – Order #[Your Order Number]

Dear Hoka Shop Team,

I would like to return/exchange the following item(s) from my order #[Your Order Number]:

– [Product Name], Size: [Size], Color: [Color]

Reason: [Fit Issue/Product Defective/Other]

Please advise next steps.

Best regards,
[Your Full Name]
[Your Email Address]

Step 2: Receive Your Authorization

Within 24-48 hours, we’ll email:

  • Return authorization number (RMA)
  • Prepaid return label (for defective items)
  • Instructions for standard returns

Step 3: Ship Your Return

Pack items securely in the original box, then place inside a shipping box. Include:

  • Completed return form (will be emailed to you)
  • Copy of your invoice

Ship to:
Hoka Shop Returns
2014 Glory Road
Mc Minnville, TN 37110

Step 4: Track & Confirm

Once we receive and inspect your return (typically 3-5 business days after arrival), we’ll email confirmation.

Refund Timeline & Methods

We process refunds with the speed of our racing flats:

  • Credit Card/PayPal: 5-7 business days after approval (processing time depends on your bank)
  • Original Payment Method: Refunds always go back to the original payment source

Exchanges

Need a different size or color? Follow the return process above, noting:

  • Clearly state your desired exchange item in your email
  • We’ll ship the new item once the return is received (additional charges may apply for price differences)
  • Exchanges typically add 3-5 extra business days to processing

International Returns

For customers outside the U.S.:

  • Return shipping costs are the customer’s responsibility
  • Customs fees are non-refundable
  • Allow extra time for international shipping processing

Damaged or Defective Items

If your performance gear arrives with manufacturing defects:

  • Contact us within 48 hours of delivery at [email protected]
  • Include photos of the issue
  • We’ll provide a prepaid return label and expedite your replacement

Questions? Our runner-support team is ready to assist at [email protected].

Now get back to what matters—your next run in perfectly fitting gear.