Welcome to Hoka Store’s FAQ section. We’ve compiled answers to common questions about our performance running gear, global delivery, and customer service. Can’t find what you need? Contact us at [email protected].
About Hoka Store
We cater to serious runners and athletes worldwide who demand high-performance footwear and apparel. Our customers range from marathon qualifiers to everyday runners who won’t compromise on quality gear.
We combine athlete-first service with global logistics expertise. Unlike typical sportswear retailers, we optimize every aspect of delivery for runners’ urgent needs – from vacuum-sealed apparel protection to express customs clearance.
Product Questions
Yes! Our Running/Walking Shoes category includes multiple width options. Filter by “Width” when browsing to find your perfect fit.
Our Sports Bras collection features impact-level guidance (low, medium, high) and moisture-wicking fabric details. Serious runners typically prefer our maximum-support models for long-distance training.
Absolutely. Our technical socks feature targeted cushioning, blister-resistant zones, and temperature regulation – developed with competitive runners’ feedback.
Ordering & Payment
We accept: Visa, MasterCard, JCB, and PayPal for secure global transactions.
Common reasons include: insufficient funds, international transaction blocks (check with your bank), or billing/shipping address mismatch. For immediate assistance, email our payment team.
We process orders within 1-2 hours during business days. Email us immediately at [email protected] with your order number – we’ll attempt to intercept shipment.
Global Delivery
Our 10-15 day express option uses premium carriers (DHL/FedEx) with priority customs clearance. North American customers often receive orders in 7-12 days.
Ideal for non-urgent orders over $50. While slower (15-25 days), it’s our carbon-neutral option with reliable EMS tracking. Perfect for stocking up on seasonal essentials.
We ship globally except certain remote Asian regions. At checkout, enter your address to confirm availability. Notable exclusions include parts of: Central Asia, Pacific Islands, and conflict zones.
Every order receives: double-boxed shoe protection, moisture-resistant sealing for apparel, and recycled packaging materials. Oceania shipments get special humidity controls.
Returns & Exchanges
15-day hassle-free returns from delivery date. Items must be unworn with original tags/packaging. Start your return at [email protected].
Customers cover return shipping unless the item is defective/damaged. We recommend tracked services – we can’t process returns we don’t receive.
Processed within 3 business days after we receive your return. Bank processing may add 5-10 days depending on your financial institution.
Account & Technical
Click “Forgot Password” on the login page. Password reset links expire in 2 hours for security. Can’t find the email? Check spam or contact support.
Ensure you’re logged into the correct account. Still missing orders? Email us your order confirmation number and we’ll manually link them to your account.
Need faster help? Our runner-support team responds to emails within 4 business hours at [email protected]. For urgent marathon-prep orders, include “RACE PRIORITY” in your subject line.