At Hoka Shop, we’ve crafted our shipping and returns policy with the same attention to detail as our performance footwear. Whether you’re lacing up for a trail run or seeking the perfect fit for your next race, we’re committed to keeping you moving forward.

Shipping Information

Order Processing

We process all orders within 1-2 business days (excluding weekends and holidays). You’ll receive a confirmation email with tracking information once your order ships.

Shipping Options

  • Standard Shipping ($12.95):
    • Carrier: DHL or FedEx
    • Delivery time: 10-15 business days after shipment
  • Free Shipping (Orders over $50):
    • Carrier: EMS
    • Delivery time: 15-25 business days after shipment

Note: Delivery times are estimates and may vary depending on destination. We currently ship worldwide except to certain Asian countries and remote regions.

Our Return Promise

We accept returns and exchanges within 15 days of delivery for most products, provided they meet the following conditions:

  • Items must be in original condition (unworn, with all tags attached)
  • Original packaging must be intact (including undamaged shoe boxes)
  • Proof of purchase must accompany the return

Non-Returnable Items

For hygiene and performance reasons, we cannot accept returns on:

  • 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 you:

  • Return authorization number (RMA)
  • Prepaid return label (for defective items only)
  • 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
USA

Step 4: Track & Confirm

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

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.

Last Updated: [Insert Date]